Raise Marketplace Inc

After receiving Revdex.com complaint number [redacted], we have obtained the necessary order numbers and been able to provide the customer with resolutions for each.The customer originally contacted Raise Member Services regarding the five orders in question outside of the 100 Day Guarantee; we are happy to...

look into any gift card that does have a problem sometimes even outside of the guarantee period. In this case we have been happy to provide the customer with refunds for all of the applicable orders. During correspondence with the customer through a support ticket we confirmed five orders had gift cards that were no longer valid. All five orders have been refunded for a grand total of $626.17. We are still currently waiting to hear back from the customer regarding further information for two gift card numbers that did not have cards connected to them on Raise, for which also an order number was not provided by the customer. We do believe that these two gift cards have been refunded in part of the grand total we provided but want to make sure that all of the customer’s needs have been met. We are happy to continue to resolve this for the customer and process any necessary refunds within the Raise 100 Day Guarantee if there is still anything outstanding. The customer is welcome to respond to our support ticket with the necessary information to continue to resolve the inquiry. Until we have the necessary information, we would like to consider this issue resolved and look forward to working with this customer 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]

We have received complaint number [redacted] and reviewed the order in question.  Each customer complaint is...

taken seriously and we want to assure the customer that the problem brought to our attention has been addressed.
The customer placed an order on Raise.com for a [redacted] physical gift card on December 2, 2015.  The value of this card was $14.13 for which the customer paid $12.25.  A $10 credit was redeemed, charging $2.25 to the customer’s credit card.  This card would be shipped from the seller and expected to be received within 14 business days.  
Raise Member Services was notified via email on January 1, 2016 that the customer has not received her gift card.  Regrettably, an agent was not able to update the customer with a resolution until January 15, 2016.  We sincerely apologize that the customer did not receive her gift card, and that she was not contacted in a timely manner.  
After reviewing the [redacted] tracking information provided with this order, we were able to determine a shipping issue that prevented the seller from sending this card within the specified timeframe.  
Because the Raise 100 Day Guarantee covers instances of “Gift cards not received within 30 days from the date of purchase,” we have issued a credit of $10 to the customer’s Raise account, and her credit card has been refunded $2.25.
The company aims to consistently deliver a professional and timely service to our customers and I would like to state that on this occasion the level of service received was unacceptable.  Raise is actively working to improve service levels and feedback has proved to be invaluable.  
We would like to consider this issue resolved at this time and hope that the customer finds a refund and credit a suitable resolution.  We hope to provide her with exceptional service in the future.

I tried using this service once a year ago and received a card that had no balance on it. I was eventually able to get a credit for this, but not without a hassle. As I had used a competitor's service dozens of times without a single glitch, I decided not to use the service again. I decided to try again this year. I tried placing an order for a card. The next day I received an email saying that there was a problem with my order and that I needed to call customer service. I did so right away. The CSA I spoke to told me that this was a security check as my account had been inactive for so long. I verified all of my info with them and was assured the order would be processed. After a couple of hours I received an email saying that the order had been canceled with no explanation. I phoned CS again and was told that there must be a "glitch" in the system and was advised to try placing the order again. I tried again and received the same result. I phoned back again sure that someone in CS would take care of me, but instead their solution was that I cancel my account, set up a new account and try and place the order again. Obviously they don't have their act together and place very little value on my time. I asked to speak with a supervisor and he said he could do nothing for me. He even sounded irritated with me. I highly recommend you not use this service unless you want the same hassles.

I've had terrible experiences with Raise. Initially I was excited to use it, but their terrible customer service and untrustworthy app have made me regret ever downloading it. My first issue was when they put a hold on my account because they suspected foul play. OK, annoying but fine. The problem was that I had to call between certain hours to get the hold removed and when I called I was 27th in line (!!) When I finally got ahold of someone they said they had to transfer me and dropped the call. Took several hours to get the problem fixed... much to long to save a few bucks.

Next I ordered a giftcard as a gift. The person I gave it to tried to use it and was told insufficient funds. How embarrassing for her and me!! Again, called Raise, 66th in line this time. after 1/2 hour was able to get someone on internet chat. She acted like it wasn't a big deal and refused to acknowledge that they'd wasted my time, caused embarrassment and disappointment to both me and the person I'd gifted the card to. Also refused to call me. Overall, very disappointing, huge waste of time. Do yourself a favor, don't use raise!!

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

the current resolution is warranted.
On December 2, 2015 the customer purchased a [redacted] gift card with a balance of $25.00 and a purchase price of $20.00, that ended up costing $15.00 after rewards were used, from Raise.com. The customer then contacted Raise Member Services on July 14, 2016 and expressed to the serving agent that the gift card only had $7.73 available. At this time, the serving agent informed the customer that the order fell so far outside of the Raise Guarantee that no further action could be taken on the order and offered the customer a promotional code for a future purchase.
While there is no expiration on the gift card, the Raise Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase. As this gift card was not brought to the attention of the serving agent until well outside of the Raise Guarantee, a refund could not be offered to this customer. The guarantee period of this order lapsed as of March 11, 2016.
We would like to sincerely apologize for this inconvenience in this and look forward to better serving the customer again in the future.

I purchased a $100 [redacted] gift card October 2015 and learned that the value had been fraudulently removed in November of 2015. Because I tried to use the card in May of 2016 Raise told me they only had a 100 day refund policy which is indicated somewhere on the website (not in their help section which is where I tried to find it-nor is this escape clause policy indicated in any of the receipts that they send with the cards. This means you must carefully monitor all cards and use them within that period or you're officially shafted-as I was! No more cards for me-!

Complete and total scam...from top to bottom. I sold a card on their website....for a good price...and after a hefty commission....they REFUSED to issue me my money. They then required all sorts of non-sense - AFTER they had already sold the item.

They STILL have yet to pay me MY money. I honestly believe that one of these days...im going to turn on the news...and find out the owners have gone to jail.

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 and reviewing complaint number
background-color: rgb(255, 255, 255);">[redacted] and the order number in question, it appears that the current resolution is warranted.
The customer purchased a Macy’s eGift card from Raise.com on April 25, 2015 with a value of $7.79 for a purchase price of $6.39. On January 20, 2016 the customer reached out to Raise Member Services over the phone as they were having trouble redeeming the gift card. As the order fell outside of the Raise 100 Day Guarantee the inquiry was escalated to the Gift Card Support Team.
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 5, 2016. As the order falls so far outside of the Raise 100 Day Guarantee the Gift Card Support Team determined that we are unable to provide a refund for this order.
All gift card balances are verified before being listed onto the marketplace and again before being processed into an order. The gift card in this order was verified as having the full and valid balance at least twice before being completed into the customer’s order. This gift card does show that the card status has now been deactivated, but this is a change made by the brand that did happen sometime after the initial balance checks that were made while listing the gift card on the marketplace and processing it into the order.
While there is no expiration on 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 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 consider this issue resolved at this time and look forward to serving the customer again in the future.

After receiving and reviewing Revdex.com rejection response for complaint number [redacted] we are, unfortunately, unable to offer the customer a different resolution.
While this is a different circumstance than the usual with a gift card marketplace, the Raise 100 Day Guarantee is in place for the first 100 days from the date of purchase. After that time, Raise cannot offer further action in the same way we would within the first 100 days. In this specific case, the order purchased on August 10, 2015 fell outside of the guarantee period as of November 18, 2015. [redacted] did not change their policy until after the new year in 2016.
The eGift/voucher in the Raise wallet did change to appear as physical as that overall product source was changed by our Development Team, so it looks different in the wallet. At this time, the product source has been changed back for this specific gift card and the customer again has access to the card number.
This eGift/voucher was delivered on August 10, 2015 as a merchandise credit, which has not been changed, the only change that was made is in regards to [redacted] policy and how they accept the cards, which, unfortunately, Raise does not control.
We would again like to apologize for any inconvenience this may have caused and look forward to serving this customer again in the future.

After receiving Revdex.com complaint number [redacted] we were able to review the orders in question. The customer placed four orders on Raise.com on February 15, 2016. Each order contained at least two [redacted] eGift vouchers. On February 23, 2016 the customer contacted Raise Member Services and relayed to...

the serving agent that all of the cards in three orders no longer contained the expected value. The customer again contacted Raise Member Services about another order that was not working on February 25, 2016. Both serving agents relayed to the customer that the orders would have to be escalated to the Gift Card Support Team due to the high value of the gift cards. Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and, as mentioned by the customer, a dispute was filed on two out of the four orders. The two orders that were disputed have been resolved in favor of the customer and the refund of $2562.60 that they are receiving will come through their banking institution. In regards to the orders that were not disputed, we have issued a refund for one of the orders and are continuing to work with the brand to come to a resolution for the customer for the order with the purchase price of $1950.00. To complete our conversation with the brand, we have reached out to the customer and will need a response from them before we can get this expedited and completed. 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 sincerely apologize for any inconvenience this has caused for the customer and will continue to work with the customer and the brand until the only outstanding order has been resolved.

Revdex.com:
I requested a refund on December 6 and received a full refund on December 30. 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 Revdex.com complaint number [redacted], we were able to review the order in question. On August 8th, 2015, the customer placed an order on Raise.com for six [redacted]d eGift cards. The gift cards in question were each purchased with a value of $25 for a purchase price of $21.68 which the...

customer paid for by credit card. The customer contacted Raise Member Services on February 12th, 2016 via phone call and expressed the the two gift cards in question then had a $0 balance without having been used by the customer. The member shortly after received confirmation via email that the order could not have any further action taken as it falls too far outside of the 100 Day Guarantee. While there is no expiration on the the gift cards, the Raise 100 Day Guarantee does only guarantee the purchase price 100% 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 an inconvenience and offered the member a promotional code for $5 off an order of $50 or more. 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.

After receiving reviewing Revdex.com complaint number [redacted] , we are, unfortunately, unable to offer the customer a different resolution.On November 19, 2016 the customer purchased a $300 Loft gift card for a purchase price of $252. The customer used a first time user promo code that was good for $5 off...

their first purchase of $75 or more. The final purchase price of this gift card was $247, which was charged to the customer’s [redacted] ending in [redacted]. This was an [redacted] card which was delivered instantly to both the customer’s Raise account, and to the email address on file with the Raise account. As with all cards listed on Raise, the gift card was verified twice, once at the initial listing, and once at the time of purchase to ensure a valid and accurate balance.The customer contacted Raise Member Services on March 10, 2018 claiming that the card was not working as intended. The customer informed the supporting agent that the card was invalid and did not show a balance. The supporting agent sent this card to be checked by our Trust & Safety team, and the card did show as invalid. The agent informed the customer that the card was outside of policy, and unfortunately, Raise was not able to provide a refund. Due to the time that had passed since the order was originally placed, this order was no longer covered under our 1 Year Money-Back Guarantee (https://www.raise.com/guarantee). This call was escalated to a supporting supervisor, who informed the customer of the same information as the agent. The supervisor provided the customer with $25 in Raise Rewards as an extension of our apology for this experience.At the time this card was purchased, Raise had a 100-Day Money-Back Guarantee. This was changed to a full 1 Year Money-Back Guarantee in January of 2017. Even after applying both of these time-frames to the initial order, and to the first time the customer contacted Raise, the order still fell outside of the Guarantee. Our 1 Year Money-Back Guarantee is featured on our main homepage, the brand listing page, the customer’s cart page, and on the bottom of every page under “Support”. Unfortunately, due to the amount of time that has passed since this order was placed, Raise will not be able to offer a full purchase price refund for this card. However, we would like to offer the customer with an additional $25 in Raise Rewards that can be used at their earliest convenience. Although this is not the full purchase price, we would still like to provide the customer with this credit in hopes of resolving this issue. We will continue to review the order, and will follow-up with the seller to find out more information about this card, and what caused this card to be invalid. At this time, we would like to consider this issue resolved under our 1 Year Money-Back Guarantee. The customer currently has $50 in Raise Rewards available in their account that can be used at their earliest convenience. 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. We are also happy to answer any additional questions the customer may have via email at [redacted]@raise.com.

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.

After receiving Revdex.com complaint number [redacted] we were able to...

review the order in question.
On November 12, 2016, (Raise Order Number [redacted]) the customer placed an order for 10 Apple gift cards each with a value of $50.00.
The customer contacted Raise via live chat on November 21, 2016 stating that there were three cards in this order that were not working properly, as well as four other cards in a separate order placed on November 11, 2016. (Raise Order Number [redacted]) The serving agent then requested a screenshot of the error message the customer was receiving when attempting to redeem these 7 cards. As Raise was able to verify the full active balance on all 7 cards, we needed correspondence from the brand as to why the cards were not working properly.
The customer sent a screenshot of the canceled order from Apple on November 23, 2016. Unfortunately, based on this screenshot, we were unable to determine that the cards were the issue as to why the order was canceled. Raise reached back out via email on November 28, 2016 asking for more information from the brand as well as an additional screenshot showing that the cards were the issue with the order. The reasoning for this was, as stated under the Delivery & Redemption details for Apple gift cards on Raise, only eight gift cards may be used per order. By purchasing through Raise, the customer agrees to Raise’s Terms and Conditions, and by redeeming the cards through Apple, the customer agrees to that brand’s Terms & Conditions as well.
We are more than happy to continue working with the customer in resolving this issue and look forward to hearing back from them with the appropriate information. We are happy to answer any further questions that the customer may have via email.Tell us why here...

After receiving Revdex.com complaint number [redacted], we were able to review the customer’s experience and would be happy to further clarify the situation.On March 10, 2017 the customer attempted to purchase multiple [redacted] Pharmacy gift cards from Raise.com. The customer contacted Raise.com and expressed to...

the supporting agent that there were cards being purchased from his cart before he could check out. The supporting agent informed the customer as a live member to member marketplace with fluctuating inventory and prices, this scenario was possible as cards are currently not locked into a customer’s cart when they are added. The call was then escalated to a supervisor, who reiterated the same information to the customer. The supervisor also informed the customer that he would reach out to our Engineering Team in hopes of having a feature in which the cart is locked for a certain length of time implemented soon. In addition, the supervisor assisted the customer in finding similar valued cards so the customer could complete their purchase. Unfortunately, those cards were also purchased before the customer could complete the checkout process. At this time, Raise does not have the capability to automatically replace any cards that are purchased before the customer has a chance to complete checkout due to the constantly fluctuating inventory.Raise.com does not deploy any type of bait and switch advertising. All gift cards that are listed on Raise are currently sold on a first come, first serve basis. As [redacted] Pharmacy is a popular brand, higher discounted gift cards may sell out quickly. Raise.com also has a feature called “Brand Alerts” in which an email is sent informing any customer who has both a specific brand at a certain percentage off set. This is all determined by the customer’s preference. The higher discounted cards will sell out within minutes of being posted because of this.We understand completely how this leads to a poor checkout experience and overall member experience. It is our goal to provide the best possible experience as possible and a timed checkout is something that is currently being tested and we hope to have this available in the newest version of the mobile app. Ultimately, we hope to have this implemented via the website as well. We would like to sincerely apologize to the customer for any inconvenience and frustration that this order experience has caused. We hope to better serve the customer in the near future with these new feature implementations and we would like to consider this issue resolved at this time. Any follow up emails can be sent to [redacted] and we’d be happy to answer any further comments.

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 were able to review the order in question, and it appears that the current resolution is warranted. Orders [redacted] and [redacted], were placed by the customer on Raise.com in January of 2015, about a year prior to inquiring, and orders [redacted]...

[redacted] were placed on Raise.com by the customer in April of 2015, about 9 months prior to the inquiry. The customer initially contacted Raise Member Services on January 14, 2016 inquiring about all of the aforementioned order numbers. At that time, all of the orders were sent to the Gift Card Support Team for further review as they all fell outside of the 100 day guarantee. The Gift Card Support Team has reached out via email to inform the member that because all of the orders fall so far outside of the Raise 100 Day Guarantee, no further action can be taken by Raise on any of the orders.While there is no expiration on 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 understand that the wait the customer incurred before hearing a response 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 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. We look forward to serving this member again in the future.