Raise Marketplace Inc

Complaint: [redacted]
I am rejecting this response because: The 100 day guarantee is not acceptable considering the gift cards never expire and the seller can just wait until the 100 days is up and use the gift card before the buyer has a chance to use it knowing that you won't do anything about it after the 100 days is up.  The seller use this guarantee to their advantage and it seems to happening more often now.  If the gift card does not have an expiration date, then the guarantee should not expire either.  You should stand behind the gift cards you sell instead of making it so easy for the seller to steal the funds back after the 100 days is up knowing you won't do anything about it.  All gift cards can be looked up to see when they were used with a little research.  This policy is not acceptable.
Sincerely,
[redacted]

After receiving Revdex.com complaint number [redacted]
rgb(51, 51, 51); background-color: rgb(245, 245, 245); font-size: 14.6667px; font-family: Arial;">, we were able to review the order in question.
Order [redacted] was placed by the customer on September 29, 2016 for two gift cards, one for Starbucks Coffee and one for [redacted]. The total purchase price for the [redacted] card was $42.00 with a value of $50.00.
The customer contacted Raise on October 3, 2016 by both phone and email notifying us that they desired to cancel this order as they did not realize the [redacted] card was only applicable for online use. The agent informed the customer that due to the gift card having a full balance, we were unable to cancel the order for misinterpretation of how a particular gift card is redeemed, as stated in the 100 Day Money-Back Guarantee (https://www.raise.com/return-policy).
The customer reached out to Raise again on November 6th, 2016 and November 10th, 2016 to notify us that they were not able to use the [redacted] gift card online as it was showing as invalid. Regrettably, our Member Services Team was unable to respond in a timely fashion and this inquiry was responded to on November 16th, 2016. The agent informed the customer that the gift card was still indeed valid, as it was showing a full balance online. The balance was double checked in a test order to ensure validity. As a result, we have requested an image of the error message, to better understand what the issue may be and offer further assistance.
We are working to minimize our overall response time as we understand the extra time taken is an inconvenience, and it is our greatest priority to improve our communication with members.
Again, we would like to apologize for any inconvenience this has caused for the customer and are happy to continue to work with them through email to make sure the issue is resolved.

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,
Donald [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 again reviewing Revdex.com complaint number [redacted] and the corresponding order number, we are, unfortunately, unable to offer the customer a different resolution. The 100 Day Money-Back Guarantee is in place to protect customer’s purchases, but much like a warranty, that is a strict time frame so we do encourage customers to use the gift cards within that first 100 day period from the date of purchase. As stated in the Raise Guarantee, requests regarding orders outside of 100 days are not honored. While we understand that the gift card did have an issue, and the customer is not just looking to return a product, as Raise was not contacted within the guarantee period, we are unable to honor the request.The 100 day period for this customer would have ended as of January 15, 2016. Had the customer contacted Raise regarding the issue on or before that date, we would have been able to look into this and provide further assistance. As the Raise Guarantee has ended, we are unable to provide further action on the order.For the inconvenience in this we would like to sincerely apologize.

After receiving and further reviewing Revdex.com complaint number [redacted], we are unfortunately unable to provide a different resolution to the customer, but we would like to address the concerns that the customer has presented.As mentioned previously, all cards listed on Raise are typically officially approved to be sold on the marketplace within 24 hours. However, we do state that they may be subject to further verification if need be. This information can be found in our Terms & Conditions, Section 3(e). (https://www.raise.com/terms).In addition, our Trust & Safety team verifies every balance on a card listed on Raise and they do work on a first in, first out basis. We are currently working to minimize the timeframe in regards to the listing process to better serve our members. As we acknowledged, we do understand this can be an inconvenience and we would like to apologize again to the customer.If a customer would like to withdraw a listing before it has sold, he/she may do so at any time before final sale. There is never any information that is exposed to any individual except the members of our Support Team. All information is kept secure and is never shown to the public eye.Overall, all pending listings from the customer have since been approved and would like to consider this issue resolved. We hope to better serve the customer in the near future and any further concerns can be sent via email to [redacted].

After again receiving Revdex.com complaint number [redacted] again, we are still unable to offer the customer a different resolution.The 100 Day Money-Back Guarantee guarantees purchases for the first 100 days from the purchase date. Any issue brought to Raise within that time frame will absolutely be handled with the best resolution for the customer. The Raise Guarantee does not, however, encompass requests received outside of 100 days. While, according to the customer, the issue did occur within the guarantee period, it was not brought to the attention of Raise until the order was well outside of policy.The Raise Guarantee is a strict time frame and all customers agree to this policy when they agree to the Terms and Conditions of creating a Raise account. We would like to again apologize for the inconvenience that this order has caused and believe that the issue has been resolved within the parameters of the Raise Guarantee.

After receiving Revdex.com complaint number [redacted] and reviewing the corresponding order number, we are happy to provide the customer with a resolution. The customer placed an order on Raise.com for a [redacted] physical gift card on April 6,2016. An email was sent by the customer to Raise Member Services...

on April 26, 2016, and regrettably, our Member Services Team was unable to respond in a timely fashion. We give physical gift cards 3-14 business days to arrive to the customer. In the case that a physical gift card does not arrive in the allotted time frame, we encourage the customer to contact us, as we are more than happy to resolve the situation.In this case, we have refunded the customer the full purchase price of the gift card, $83.05. A confirmation email has also been sent to the customer, and the funds should be seen back on the customer’s original payment source in 1-3 business days. We’d like to apologize for any inconvenience this may have caused the customer and look forward to serving them again in the future.

After receiving and reviewing Revdex.com complaint number
background-color: rgb(255, 255, 255);">[redacted] and the corresponding order number, it appears that the current resolution is warranted.
On January 19, 2016 the customer purchased a [redacted] (In Store Only) gift card from Raise.com with a value of $196.31 and purchase price of $173.73. The customer then contacted Raise Member Services on May 19, 2016 and expressed to the serving agent that the card had the incorrect balance when it was redeemed in store. The serving agent requested that the customer return the gift card to Raise in the case that we would be able to offer further assistance once the card arrived in the office.
Due the the length of time that had passed since the Raise Guarantee had lapsed for this order, further action could not be provided on the order. 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. For this particular order, the Raise Guarantee had lapsed as of April 28, 2016. This date falls nearly a month before the customer contacted Raise, but the serving agent offered further review on the gift card in the case that we were able to take further action. Regrettably, we were not.
We would, however, like to offer the customer a Raise credit of $20.00 to be used toward a future purchase, as recompense for this issue. The $20.00 is now available in the customer’s Raise account to use toward a future purchase. The credit will automatically apply and no promotional code is necessary to make the purchase.
We would like to sincerely apologize for any inconvenience this has caused for the customer and look forward to serving him again in the future.

Initial Business Response /* (1000, 8, 2014/12/09) */
Response to Revdex.com complaint #XXXXXXXX
Dear [redacted],
I have read your complaint in full and have gone over all the details within explaining your frustration. Let me be the first to apologize about this situation and offer...

you some amelioration.
Raise.com takes user's data and privacy very seriously and we never take users information without their permission and only use data necessary to serve our Members.
It sounds like in this specific case; you used our referral feature that has the ability to use your contacts from your email account if you so choose. This button says, "Invite from Gmail contacts" or "Invite from Yahoo! contacts" It might have been difficult to navigate between the feature that uses all your contacts and the one where you can simply add an email or two. It sounds like in your case you were only trying to share this info with one or two people.
I recommend that if you only have one or two friends to share with, you use the, "Share This Link With Your Friends" feature where you can copy and paste the link into a personal email that can you send yourself to family or friends. Another way to reach only a couple people quickly is to input an email or two separated by commas into the box and hit "send".
I have gone ahead and made sure with our development team that only those chosen to receive emails will be the ones actually receiving them. Any system glitches should now be resolved, and we thank you for playing a role in that.
In all, we hope you know Raise.com takes our Member's data seriously and confidentially. Thanks for being a great Member!
Sincerely,
[redacted]
Manager of Member Services

Raise is one of the worst companies I have ever done business with. I have bought several gift card and when I go to use them they are at zero balance or I make a partial purchase and when I go back to use the card the remaining balance is missing. When I called raise they always say we are a new company, which is BS seeing that they have been in business for years now. They also say that this never happens. Well raise this is interesting because it has happened to me with every card I have purchased from you. You are liars and con artists.

Terrible customer service. I purchased a fraudulent card on here and after 15 min on the phone with the card services determined what happened. I then called Raise to get a refund and they told me 10 to 15 business days. The account that u used the card on was now past due and charging me fines. There was no willingness to expedite the process and I was obviously being lied to by one of the Leads, Cooper [redacted].

After receiving Revdex.com complaint number [redacted], we were able to review the order in question. On March 27, 2016 the customer placed an order for a [redacted] Store eGift card with a balance of $98.36 and purchase price of $91.47, on Raise.Before this complaint was received, the customer had no previous...

contact with Raise regarding this order. The order was never previously refunded or recharged. The gift card purchase was charged to the customer’s original payment source on March 27, 2016 and no refunds or other charges were made in connection to this order. Our Gift Card Support Team is currently looking into the trouble that this customer is experiencing with the gift card, and they will reach out to the customer with a resolution shortly.We are happy to answer any further questions that the customer may have regarding this order while we work toward the best resolution.

Revdex.com:After posting a negative review of Raise on another website, I was indeed offered a $10 credit.  As a result, I consider my issue resolved. But I encourage Raise to offer an appropriate solution more quickly to other customers when this problem occurs, and not require them to take their battle public to get a resolution.  Their policy of offering another coupon on a future purchase is not sufficient. 
Sincerely,
Charlotte [redacted]

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.
 
I would like to ask Raise.com a couple of things, though:
1. Please do your effort to remove those unethical sellers from the market place.
2. Please inform buyers how you have worked to remove the seller.
3. I do NOT think “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.” is a great solution. I lost my money as well as a bit of trust for Raise. Raise humiliated me by (kindly) offering $5 off coupon.
4. I appreciate that you offer $50 Raise Reward credit. I originally paid $280.14 and spent about $10 with the gift card. Roughly, I lost $270. Considering that a buyer, a seller, and Raise are all equally responsible for the loss, it would be much more appreciated if you could offer $90 Raise Reward credit ($270 divided by 3) instead of $50.
 
Sincerely,
[redacted]

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On September 23, 2015 the customer purchased three [redacted] gift cards of varying balances and purchase prices from Raise.com. The customer then...

contacted Raise Member Services via email on July 16, 2016 and expressed to the serving agent that two of the gift cards did not work in store. At that time, the serving agent informed the customer that the order had fallen outside of the 100 Day Money-Back Guarantee and the purchase would not longer be covered. Within the email communication between the agent and the customer, the customer was offered a $25 Raise Rewards credit to use towards the next order on Raise.The Raise Guarantee is in place to protect the customer’s purchase price for the first 100 days from the date of purchase. All refund requests must be received within this time period, as outlined in the Raise Guarantee, to be honored. Unfortunately, the Raise Guarantee for this order lapsed as of January 1, 2016 For this reason no further action can be taken on the order. 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.
The customer placed two orders on Raise.com that are being referred to in this complaint. The orders were for an [redacted] gift card and a [redacted] gift card.
The [redacted] gift card, unfortunately fell too far outside of the Raise Guarantee when the customer contacted Raise, and no further action could be taken on the order. 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.
The [redacted] gift card, however, was reviewed by our Gift Card Support Team, and a full refund of the purchase price was completed as of July 15, 2016. This refund will be reflected on the customer’s original payment source in 1-3 business days.
The Raise Guarantee is in place to protect the customer’s purchase price, but when an order falls so far outside of the guarantee period, we are not always able to provide the requested resolution. A strict time frame is held for the Raise Guarantee, and any requests received outside of this time period will be reviewed, but we do encourage customers to utilize the gift cards within the guarantee time frame so that we are able to fully assist if an issue ever does occur.
We would like to sincerely apologize for any inconvenience this has caused the customer and look forward to better serving them again in the future.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding Raise account, it appears that the requested resolution has been provided to the customer.The customer sold two gift cards on Raise.com and when payment was attempted to be requested, the customer was unable to do so....

There was a discrepancy in the customer’s address which caused a disconnect in the payment withdrawal function which prevented the customer from requesting payment. As this is not something that we are able to change on our end, an agent from our Seller Support Team reached out to the customer to rectify the situation. The customer disconnected from the agent and the team was unable to connect with the customer again to work through the issue.The Seller Support Team worked on our end to address this discrepancy to make sure that the customer was able to receive payment for the gift cards that were sold. As of July 13, 2016, the payment was confirmed as successful on our end and the customer should have received his payment at this time.We sincerely apologize for the trouble and would never want to keep a customer from accessing their funds. At this time we would like to consider the issue resolved and are happy to have provided the customer with the requested resolution.

We were able to
further review Mr. [redacted] case number 10977905 as well as his Raise order in question. When Mr. [redacted] called in about his iTunes card, our Member
Services agent was able to correct the card’s code and fix the issue. This is
how the agents are trained to proceed in an...

attempt to provide the member with
the gift card they originally bought. Mr. [redacted] then reached out to Raise via social media stating
that he did not want his code to be fixed, he would prefer a refund. At this
point, we refunded him the full $93.30 back to his original source of payment.
This refund was processed on December 3, 2015. We apologize for the initial inconvenience Mr. [redacted]
encountered with this iTunes card, and we are pleased to have been able to meet
his requests.

After receiving Revdex.com complaint number [redacted], we were able to review the order and offer a solution to the customer.On October 30, 2016, the customer purchased a $100.00 value [redacted] gift card for the purchase price of $72.10. The customer then contacted Raise via email on November 16,...

2016 stating that the gift card did not work as intended.At the time of processing the order, Raise was able to validate that the card had a full $100 value before the card was shipped to the customer. The brand informed the customer that the balance was removed about a week after the order was completed.Once contacted about an issue with a gift card, Raise typically responds within 1-3 business days and steps in to protect the customer and offer a full refund of the purchase price.  Our Seller Support team is notified of any continued issues with a particular seller to take any necessary action. The customer was notified via email on November 18, 2016 that a full refund had been processed back to the original payment method, as well as offered a promo code to be used for a future purchase.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 hope to better serve this customer in the future.Tell us why here...