Raise Marketplace Inc

After receiving Revdex.com complaint number [redacted], we were able to review the order and offer a solution to the customer.Between December 12, 2014 and March 4, 2015, the customer purchased 4 Bloomingdale’s gift cards totaling $350 in value. These 4 cards spanned across 4 Raise Order Numbers ([redacted]...

[redacted]. The total purchase price of all 4 orders combined was $293.40.The customer contacted Raise on April 21, 2017, stating that all 4 cards were showing up as invalid. As all 4 orders fell outside of our 1 Year Money-Back Guarantee, the supporting agent informed the customer that, unfortunately, we would not be able to refund the purchase price. This call was then escalated to a supervisor who relayed the same information to the customer. As an extension of our apology, and for the time that has passed since this order was placed, the supervisor also provided the customer with $50 in Raise Rewards that was immediately added to the customer’s Raise account. Our 1 Year Money-Back Guarantee is in place to protect the purchase price of any card purchased from Raise for a full 365 days from the purchase date. We are unable to provide a refund for any cards that are passed that time-frame. While there is also no expiration date on the gift cards, The Raise Guarantee does only guarantee a refund for the purchase price for up to 1 year.In addition, our 1 Year Money-Back Guarantee can be found in numerous areas throughout the checkout process such as at the middle of our main homepage (www.raise.com), right above the “Review and Checkout” button before proceeding to your cart, at the right hand side before actually completing the purchase, at the bottom of both the card delivery email, and the order receipt email. While we appreciate the customer’s business, we are unfortunately unable to provide a refund for these 4 orders due to the amount of time that has passed since they were placed. The $50 in Raise Rewards will automatically apply at checkout and we hope the customer will give us another chance to make things right. 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. Any follow up questions can be sent to [redacted].

We were able to further review Revdex.com complaint number 11018641 filed by the customer in order to offer an...

explanation of our verification process.
The customer placed on order [redacted]) at 12:18 PM CST on December 30th, 2015 for two Walmart electronic gift cards with an order total of $241.00.  She was notified via email eight minutes later that in order to complete her order and have the gift cards electronically delivered to her account, our Processing Team would need her to call in for further verification.
Shortly after, the customer phoned in and spoke to a processing agent.  As a standard procedure, the first-time customer was asked selected questions that are generated from public domain information.  This information is kept secure and is used strictly to verify the information of the customer, as well as protect the integrity of the Raise marketplace.
As a member to member marketplace, the security of our users’ information is of utmost importance. For this reason, our verification process is used to ensure high value orders are indeed placed by the member. Raise will use commercially reasonable efforts to limit access to your personal information to employees, agents, and officers of Raise, and only provide what is required to perform their job duties.  When the customer was asked to confirm the last four digits of her social security number, the agent was not allowed access to her full number, only the last four.
As stated by the Terms & Conditions: “Raise reserves the right, but has no obligation, to verify your information through whatever means it may deem reasonable.”
We respect a customer’s decision to refuse completion of the verification process and wish to let the customer know that we sincerely apologize that we could not process her order.  At the customer’s request, her account has been closed. As previously stated, the verification process is used to protect the integrity of the member and the marketplace. We would be happy to serve this member in the future, as she is more than welcome to open a new account at any time.  We apologize for the inconvenience.

I purchased 2 AMC movie electronic gift cards in July 2015. I tried to use them in February 2016 only to find out the numbers were hacked and used by someone else. I called Raise to report the issue, and they said they can do nothing about it because I was outside the 100 day guarantee policy. I wasn't given an opportunity to prove that the cards were in fact stolen and what happened to me was a crime. Raise should have a process for investigating and confirming fraud and theft. It is so easy for electronic codes to be stolen. I can't imagine I'm the first victim here. Raise lost my trust. Very disappointed in a service that I once thought extremely highly of.

Complaint[redacted]
I am rejecting this response because: The issue is with the gift card that raise sold me, not uber, so therefore the gift card doesn't work and falls under the one year guarantee. This company is a joke!! They refuse to give me a refund and won't compensate me any other way. Worst customer service ever!
Sincerely,
[redacted]

After receiving Revdex.com complaint number [redacted], we were able to review the order and offer a solution to the customer.On December 23, 2016, the customer purchased two [redacted] physical gift cards, one valued at $587.89 with an initial purchase price of $532.04 and the other valued at $145.18 and an...

initial purchase price of $131.26, respectfully. There was a first time user promotional code applied to this order that was good for $5 off a $25 or more purchase. The total purchase price of this order was $658.30.These two cards were coming from two different sellers and they were expected to arrive to the customer’s shipping address within 14 business days. In the case that a card does not arrive within the allotted timeframe, we encourage the customer to contact us so we can move forward with the next steps and a resolution.On January 13, 2017, the customer called our Member Services team informing the agent that only one card (the one valued at $145.18) was received.  The supporting agent informed the customer that, unfortunately, there was no tracking update available and that the seller had not sent out the card valued at $587.89. The supporting agent proceeded with a refund for the card not received, as the customer is protected by the Raise Guarantee. (https://www.raise.com/guarantee) Our Guarantee does state that it covers the purchase price, not any savings or discount the buyer received. The refund of $528.03 was processed after the promotional code was discounted off the total purchase price. Our Seller Support Team will also be holding this seller accountable as we do hold them to a high standard and we expect physical cards that are sold to be sent within that 3-14 business days time frame.In addition to the refund, we have added $10 in Raise Rewards to the customer’s account, $5 for the initial promotional code, and $5 for the troubles that this order has caused. These will automatically at checkout and can be used at the customer’s earliest convenience.We would like to consider the issue resolved at this time and hope that the customer finds a refund and complimentary credit a suitable settlement. Any further questions or concerns can be sent via email to [redacted]

After again interacting with Revdex.com complaint number [redacted], we would like to confirm that shipment of the new check to the customer.
Unfortunately, further verification was needed on the side of our Financial Team, and the release of the new check took longer than expected. The new check number being sent to the customer is [redacted] and the [redacted] tracking number for the certified mail is [redacted]
We greatly appreciate the customer’s patience and understanding as this was resolved, and would like to consider the issue resolved at this time.

Revdex.com:
The following is the only written response we received from Raise:
JUN 10, 2016  |  01:19PM CDT [redacted] replied:

 
Hello [redacted]
Thank you for contacting Raise Member Services.
I see where you previously called in about order [redacted] and spoke with one of my coworkers and a supervisor. Unfortunately, the order date falls outside of the 100 days specified in the Raise Guarantee, but the supervisor went ahead and applied $75 in rewards credit to your account for this inconvenience.
At this time we’re unable to do anything further about this order. We sincerely apologize and hope you’ll accept the $75 in rewards as a token of our appreciation for you as a member.
If you need assistance with anything else, feel free to contact us.
Regards, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and based on my past exceptionally good experience with them, find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:First, I never saw there is a 100 guarantee rule mentioned anywhere on the website, or in my order confirmation email, at least it's not something that obvious to see. You might include it somewhere in a fine fine print to trap the customer on purpose. Secondly, the two times you mentioned are totally wrong. My order happened at 11:16PM on 2/18/2016, and my first phone call with you was around 5/20/2016, which was still within 100 days. I think I made myself pretty clear during the phone call that I refused to accept your $35 credit as a compensation, which is nothing comparing to $170 loss that incurred to me. As a customer, I just want to let you know that cheating customer is not the right way to do business. It is FRAUD. It will hurt your business on a long run. Be smart please. It's okay that I lose my money for this time, but I need to let other customers know what happened to me, and hope that this will not happen to anyone else any more.
Sincerely,
[redacted]

After receiving Revdex.com complaint number [redacted], we were able to review the account and the available funds and offer a solution to the customer.On November 10, 2016, the customer listed two [redacted] Restaurants gift cards for sale for $13.50 each. Both of those cards sold on the same date in Raise...

Order Number [redacted]. As these were physical cards that needed to be sent to the buyer, the customer proceeded to send out the physical cards in order to get paid. The available funds were available and the customer was able to request those funds at their earliest convenience.However, as this customer signed up with Raise as part of our Bulk Seller program, our Seller Success team needed information in order to have their account fully verified and completed.Our Seller Success team requested that the customer upload a federally issued tax document such as an SS-4 form to fully complete the process as a Bulk Selling business on Raise. Unfortunately, the document uploaded was not the necessary information that was needed and the funds were not able to be withdrawn immediately due to the account status being held up. As the correct document was not uploaded, we were unfortunately unable to approve the account at that time.We would like to apologize to the customer for the delay in resolving this case. Our Seller Success team can be reached via phone call Monday-Friday from 9 AM - 5 PM CST.  They will be best suited to answer any follow up questions the customer may have.At this time, there is currently $22.30 in available funds for the customer to request at their earliest convenience. The account has been temporarily approved and the funds will be accessible via the customer’s Raise account. The customer may also choose the payment method that they prefer. We would like to consider this case resolved as the account and the funds have been approved. Any follow up questions can be sent via email to [redacted]@raise.com or by contacting our Seller Success team at ([redacted].

Complaint: [redacted]
I am rejecting this response because:
That still does not resolve the issue of untimely validation of cards.  I tried to list more cards, and they were not validated within 24 hours. If I decided to cancel the transaction, I already expsed the information to you. The cards are no longer secure.
Sincerely,
[redacted]

After receiving Revdex.com complaint number [redacted], we were able to review the two orders in question and reach a...

solution.
Both orders, placed on December 15, 2016, contained one [redacted] gift card each.  The value of each of these cards was $100, for which the customer paid $87 each.  These cards were shipped directly from the seller via [redacted] and delivered to the customer’s shipping address.
Unfortunately, an activation issue occurred with both of these gift cards.  The customer first notified Raise Member Services through email on December 28, 2015 of the redemption trouble with his two [redacted] gift cards.
On January 12, 2016, the customer was refunded the purchase price for the two gift cards totaling $174.00.  Although the card balances had been verified before being placed on the marketplace, the handling agent was able to confirm that there was an issue with the gift cards in question.  The Raise 100 day, 100% moneyback guarantee is in place to protect customers, should any issues arise with gift cards purchased on the Raise marketplace.  
We sincerely apologize for the delay in resolution, as well as the initial trouble with the purchased gift cards.  As we continue to grow, we are actively working to bring response time down to an appropriate timeframe.  We would like to urge the customer to give us a call at [redacted] should there be any issues or questions that need immediate resolution in the future. Overall, we are pleased to have resolved this issue for the customer and look forward to serving him again in the future.

After receiving Revdex.com complaint number [redacted], we were able to review the order in question.
id="docs-internal-guid-e396bb1b-fac0-6437-c1ce-af08ea9d648f">On January 27, 2017, the customer purchased 3 [redacted] gift cards valued at $30.00 each for a total purchase price of $66.00 (each gift card was priced at $22.00, respectfully).
The customer reached out to Raise via email that same day, stating they were not able to use the gift cards due to the brand’s redemption restrictions. Because of this, the customer wished to return these cards.
A supporting agent responded to the customer the next day, on January 28, 2017, informing the customer that these gift cards are unable to be returned/refunded as they are all active and show the full accurate balance. Every gift card on the order showed and is still holding the full $30.00 value.
The customer emailed Raise back that same day again requesting a refund for this order, due to the brand’s redemption restrictions. The customer sent another email on January 31, 2017, as they had not heard back from Raise in regards to this issue. The supporting agent responded back to the customer via email on February 1, 2017 informing the customer that this specific order was not covered under our 1 Year Money-Back Guarantee ([redacted]). The Delivery & Redemption information for the [redacted] gift card listing does state: “Only one gift card may be used per transaction. Gift cards cannot be combined with other promotions.” The supporting agent informed the customer of where they can find this information on the website as well.
The Delivery and Redemption information is available before a purchase is made, on the gift card’s listing page. Every gift card listed on the marketplace does have specific Delivery and Redemption information available for customers to view before making a purchase. We do understand that different brands do have different redemption instructions, and this is why the Delivery Information is available for customers before, as well as after, they complete their purchase.
In this particular case, the three [redacted] gift cards do still contain the full and valid balance of $30.00 each, and as the Raise Guarantee does not honor returns on gift cards with full active balances, we are unfortunately, unable to honor a refund for these gift cards.
At this time, we would like to consider the issue resolved, and as the gift cards are valid, we encourage the customer to relist these gift cards for sale on our marketplace, if they no longer wish to keep them. We would be more than happy to answer any follow up questions in regards to that process via email at [redacted].

After again reviewing Revdex.com complaint number [redacted] we are, unfortunately, unable to provide the customer with a different resolution.
While we are unable to reach out to [redacted] on behalf of the customer, we would be happy to assist the customer in the call if they did want to make a time with us to do that. We could walk the customer through the steps of a conference call and remain on the line with the customer through dealing with [redacted]. If there is anything we can do to assist the customer there, we absolutely will.
Raise was, unfortunately, not notified about the [redacted] policy change until the change had been implemented. Any steps taken by Raise were taken after the fact and efforts were hindered because of the lack of prior knowledge. We understand that this is an unfavorable situation for all parties and is outline as a situation that Raise does not cover in the Raise Guarantee. We would like to offer the customer an additional $20 in Raise Rewards credit as recompense for this situation.
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 another careful review of Revdex.com complaint number [redacted] and the corresponding order number and email correspondence we would like to reiterate to the customer that the $75.00 credit was offered in regards to both of the orders, not just one.
The $75.00 credit offered to the customer by the Member Services supervisor was offered as recompense for both order R6[redacted] and order R3[redacted]. This was expressly stated in the email sent to the customer by the Member Services supervisor which we will have him resend as well, just so that the customer has that information readily available.
We would like to apologize for any confusion and would like to consider the issue resolved at the time.

After receiving Revdex.com complaint number [redacted] we were able to review the order and offer a solution to the customer.On November 27, 2015 the customer made a purchase on Raise.com for a [redacted] eGift/voucher with a balance of $259.49 and a purchase price of $243.92. The customer contacted Raise on...

March 4, 2016 and expressed to the serving agent that the physical gift card that she has received had a $0 balance when attempted to use in store. [redacted] had a policy change in early January where they stopped accepting eGift/vouchers for their merchandise credits. The eGift/voucher that the customer received electronically in her Raise wallet in November 2015 was a merchandise credit. As this purchase was within the Raise Guarantee, Raise requested all sellers to send the physical gift cards to the buyers that would have been affected by this change. All merchandise credit gift cards were sent out regardless if they had been used while in the eGift/voucher format by the buyer as the sellers went ahead and sent out their entire inventory to ensure that every card made it to the buyer in the case they had not used it, or did make a return on that card number after the fact. The cards sent out came with an insert stating that the [redacted] policy had changed. We understand that this can be confusing and part of the reason that the process to resolve this for the customer took so long is because it is possible that the customer did use the funds on the gift card while it was in the eGift/voucher format. While that is still possible, Raise has issued the customer a refund for the full purchase price of $243.92. The customer was notified of this refund on May 12, 2016 and the refund should be on shown back on the original payment source within 1-3 business days. Overall, we are pleased to have resolved this issue for the customer and look forward to serving her again in the future.

The website locked me out and I wasn't able to reset my password. I tried canceling my account so I won't receive alerts, but they are not responding to my requests. I keep receiving tens of email alerts daily to my email. It is extremely disturbing.

After receiving Revdex.com complaint [redacted] we were able to review the Raise account and order in question. The customer placed order [redacted] on 12/4/2015 and contacted us on 12/12 after they encountered the issue with their [redacted] gift card. Regrettably, our Member Services Team was...

unable to respond in a timely fashion. Because she was able to use $43.96, we submitted an adjusted refund based on the discount at which she purchased this $100 card. A refund for $49.88 was credited back to the customer’s original payment source on 12/29/2015. In addition, a $10 credit was added to her Raise account for the inconvenience. We understand that it is unacceptable to have to wait weeks to receive a response to a support ticket and we are currently working to bring our response time back to a level we find acceptable. We apologize for the inconvenience and encourage the customer to give us a call should she have any further questions or concerns.

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

the current resolution is warranted.
The customer purchased four [redacted] gift cards from Raise.com on November 13, 2015, all containing a value of $200.00 for a purchase price of $166.34 each. At the time the purchase was made, the gift cards were confirmed as each having a full $200.00 balance ready and available to use.
On June 23, 2016 the customer reached out to Raise Member Services and expressed to the serving agent that the gift cards had not worked when redemption was attempted. The serving agent explained to the customer that the order fell outside of the 100 Day Money-Back Guarantee period and that a refund could not be provided. After speaking with the agent, the customer was transferred to a supervisor on the Member Services team who also explained the Raise Guarantee to the customer and offered $50.00 as recompense for the issue.
While we understand that this is an unfortunate situation, as the order falls so far outside of the Raise Guarantee, we are unable to provide the customer with a refund for this order.
We would like to sincerely apologize for this inconvenience and look forward to serving the customer again in the future.

This website is a complete rip-off. I purchased two [redacted] giftcards worth $20 each from this website. It was selling for $18 each, and they had a $10 discount for a first-time purchase. I thought this was a good deal, so I bought it.
First, I tried to redeem my gift cards online, but it doesn't work on the [redacted] website.
Then when I went to my local [redacted] theater to buy a movie ticket. When I gave the concession purchase my gift card, they only gave me $10 per gift card. I was completely ripped off.
When I emailed customer support, they said they'd refund me $16. However, they then said that I used both gift cards on 2 separate dates, when I only went to [redacted] once, and didn't get my full value back. This is so outrageous. I am upset beyond belief.
I basically spent $26 for $40 gift cards and lost $6. Do not use this website. They aren't trustworthy.

We were able to further review Revdex.com Complaint number [redacted] as well as the customer’s Raise...

order.Order [redacted] was placed on November 26, 2015 and contained three [redacted] gift cards valued at $100 each.
On November 26, the customer emailed our Member Services Team regarding the [redacted] order he was trying to place with his gift cards. [redacted]’s policy stated that only one gift card could be used per transaction on their website. This would prevent the customer from using all three of the gift cards purchased from Raise. Previous policy had stated that two gift cards could be used on [redacted]’s website and unfortunately our website was not updated to reflect this. However, as a member to member gift card marketplace, we are not responsible for communicating the policies of other brands.
In a message written on December 22, the customer wrote, “What I think is fair in this case is that you issue a refund and take back 1 of the $100 gift cards since the raise.com site is falsely advertising that 2 cards can be used.” Although our return policy states that it does not cover misinterpretation of how a particular gift card can be redeemed, our Member Services Team agreed to refund one of the [redacted] gift cards outside of our policy. A refund of $93.71 was refunded to the customer’s credit card. After the refund was complete, he responded asking about the whereabouts of his second refund. The agent explained that we were only able to refund for one gift card outside of our policy and suggested that he list the other unwanted gift card for sale on the marketplace.
Unfortunately we are still unable to process a second refund for Mr. [redacted]. However, a credit of $10 has been added to his Raise account to alleviate commission costs. We sincerely apologize for the inconvenience this has caused and we hope to be able to serve Mr. [redacted] again in the future.