Raise Marketplace Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10967828, and find that this resolution is satisfactory to me.
Sincerely,
Kelvin **

After receiving Revdex.com complaint number 11794604, we were able to review the order and have already offered a solution to the customer.On October 30, 2016 the customer placed an order on Raise for an [redacted] gift card, and as the customer mentioned, two gift cards for [redacted] had initially been on the...

order so that a new user promo code for $10 off an order of $25 or more could be applied. Unfortunately, the second card did not process in the order so that the promo code did not successfully apply. Our Development team is looking into why the order page did not inform the member that the promo did not apply and still processed and as this is not the customer’s fault, we have issued $10 in Raise Rewards credit to the customer’s account to apply to a future order, which has been applied to a new order as of October 31, 2016.We would like to apologize for the inconvenience in this and look forward to better serving the customer in the future.

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]

Some of the worst customer service I have ever experienced. Sent me a blank zero balance [redacted] giftcard and have held my $3,000 (yes, 3K) hostage for two months while they "processed things." I've spent hours and hours with them, trying to get my money back and have only got the run around. Now I have to get [redacted] fraud involved. Not only would I not recommend, I've actively warned people about this company.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.The customer made a purchase, February 12, 2016, on Raise.com for an American Eagle Outfitters gift card with a value of $200.00 for a purchase price of...

$140.00. On May 28, 2016 the customer contacted Raise Member Services and expressed to the serving agent that the gift card had not worked for his purchase and that there were no longer funds available on the card. At this time, the serving agent expressed that the order could not be refunded as the order fell outside of the 100 Day Money-Back Guarantee. 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. This order fell outside of the Raise Guarantee as of May 22, 2016, and while the customer only contacted us a few days outside of the guarantee period, it is a strict time frame. For that reason the order cannot be refunded. Had the customer contacted Raise on or before May 22, 2016 a different resolution would have been reached due to the terms and conditions of the Raise Guarantee. We would like to sincerely apologize to the customer for any inconvenience this may have caused and look forward to better serving him again in the future.

After receiving and further reviewing Revdex.com complaint number [redacted], we are, unfortunately, unable to offer the customer a different resolution, but we are happy to offer the customer a credit now that she has expressed that she would be open to accepting it. Raise has already offered to return all of the gift cards within policy for the customer so that she does not have to use the website going forward, as that is what she has asked for us to do. The Raise 100 Day Guarantee does not offer refunds for valid gift cards that are no longer wanted. This was a courtesy offered to the customer because of the experience that she had. We are happy to offer the customer a Raise credit of $20.00 to use toward a future purchase. At this time this is the largest credit we are able to give the customer as we are already refunding for all of the gift cards that are to be returned.We would like to consider the issue resolved at this time and hope that the customer finds a refund for all of the gift cards that are being returned and complimentary credit a suitable settlement.

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

the current resolution is warranted.
On July 26, 2015 the customer purchased a [redacted] gift card from Raise.com with a value of $200.00 for a purchase price of $155.40. The customer then contacted Raise Member Services via email on April 16, 2016 to express that the gift card could not be redeemed when attempted in an [redacted] restaurant. [redacted] gift cards can be interchanged with any of their participating restaurants. The serving agents informed the customer that the order was so far outside of policy that no further action could be taken on the order.
The customer called in after receiving this email response and the same information was relayed by a supervisor on the Member Services team during the phone call. The Raise 100 Day Guarantee is in place to protect the customer’s purchase price for the first 100 days from the date of purchase. Once that 100 day period has passed, Raise is happy to look into a gift card that has a problem, but a refund is not guaranteed in the same way that it is in the first 100 days.
In this case, the order falls so far outside of the Raise 100 Day Guarantee period, that no further action could be taken on the order. We would like to apologize for the inconvenience and consider the issue resolved at this time.

After receiving Revdex.com complaint number [redacted] we have reviewed the corresponding order number in conjunction...

with the complaint.
On October 5, 2015 the customer purchased 11 [redacted] eGift/vouchers from Raise.com. The customer then contacted Raise Member Services on May 12, 2016 and expressed to the serving agent that she was no longer able to redeem the gift cards that still have had remaining balances. At that time, the serving agent informed the customer that [redacted] changed their policy, earlier this year, regarding merchandise credits in the form of eGift/vouchers and they were no longer accepted in that format. The serving agent also explained to the customer that the Raise Guarantee had lapsed after 100 days from the purchase date and that no further action could be taken on this specific order.
Upon this policy change made by Lowe’s, Raise reached out to the sellers of the gift cards for orders within the 100 Day Money-Back Guarantee to have the physical cards sent out to the buyers. Orders that fell outside of the 100 day period at that time were not requested as they were already outside of the policy time frame.
When the customer contacted Raise, the serving agent reached out to see if the seller did have the gift card available to send in. Sellers, like buyer’s, have a 100 day time frame, and they are required to hold the physical gift cards that are converted to eGift/vouchers on the marketplace for a minimum of 100 days.  That being the case, the sellers of these particular gift cards were no longer required to hold onto the physical gift cards at the time of the [redacted] policy change and may have destroyed or discarded the physical cards.
We regret to inform the customer that we were unable to retrieve the physical gift cards from the sellers, as the order does fall outside of the Raise Guarantee. For this we would like to offer our sincerest apologies, as we are unable to offer a refund or replacement card as this order falls so far outside of the guarantee period. We would, however, like to offer the customer $50.00 in Raise Credit as recompense for this inconvenience.
We feel that this issue has been resolved in accordance with the Raise guarantee and 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 November 19, 2015 the customer purchased an [redacted] gift card from Raise.com with a balance of $175.00 and a purchase price of $154.42. The customer then contacted Raise Member Services on June 27, 2016 and expressed through email that the gift card had a $0 balance when she went to redeem it. At this time, the serving agent responded and explained that the order fell outside of the 100 Day Money-Back Guarantee and no refund or replacement card could be offered.
The serving agent did provide the customer with a promotional code to use toward a future purchase in the email as well. We do understand that this is a sizable amount of money and would like to also offer the customer $50.00 in Raise Rewards credit. Our sincerest apologies go out to the customer that this happened to the gift card and would like to offer this credit as recompense. As it is outside of the Raise Guarantee, we are unable to provide a full refund for the purchase.
This credit has been deposited into the customer's account and will apply automatically to the next purchase made on Raise.
We do hope that the customer finds this an acceptable resolution and look forward to serving her again in the future.

After receiving Revdex.com complaint number [redacted], we were able to review the order and offer a resolution to the customer.On January 7, 2016 the customer purchased a [redacted] gift card through Raise for a purchase price of $400.00 with a balance of $500.00. The customer then contacted Raise...

Member Services on August 8, 2016 and expressed to the serving agent that he had checked the gift card and the balance was $0. At that time, the serving agent expressed to the customer that the order had fallen outside of the 100 Day Money-Back Guarantee so a refund or replacement card could not be provided on the order. The serving agent was also able to offer the customer a $50 Raise Rewards credit as recompense for this issue. The Raise Guarantee is in place to protect the purchase price of all orders through Raise for the first 100 days from the purchase date. After that time, we are happy to look into an order but cannot guarantee a refund or replacement in the same way we would within the Raise Guarantee period. The Raise Guarantee for this purchase lapsed as of April 16, 2016. Had the customer contacted us on or before this date, we would have been able to offer further assistance on the order. As of today, the customer has before utilized the Raise Guarantee and is aware of the 100 Day Money-Back Guarantee. While that is the case, we would like to offer the customer an additional $150.00 in Raise Rewards credit, for a total of $200.00, to use toward a future purchase on the marketplace. We appreciate the customer’s business and want him to feel comfortable using the marketplace. The credit is now available in the customer’s account and will automatically apply to the next purchase made on Raise. We would also like to assure the customer that the seller of this gift card has been temporarily removed from the marketplace as they are reviewed by the Seller Support Team due to the gift card issue that has occurred. At this time, we would like to offer the customer our sincerest apologies for the inconvenience this has caused and look forward to serving him again in the future.

After receiving Revdex.com complaint number
background-color: rgb(255, 255, 255);">[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 again reviewing Revdex.com complaint number [redacted] we are, unfortunately, unable to provide the customer with a different resolution.
As the Raise Guarantee for the [redacted] gift card has lapsed, we are unable to have further investigation done on the order. We do understand that this is an inconvenience to the customer and would like to extend to him a $10 Raise Rewards credit to use toward a future purchase. This credit will automatically apply to the customer’s next purchase and does not require a promotional code to be used.
We would like to again apologize for this inconvenience and would like to consider the issue resolved at this time.

Same experience as many other customers. Gift card balances are stolen before I can use them. If you catch it quick enough they may give you a refund, but you will have to fight for it. Overall crappy company, avoid at all costs.

After receiving Revdex.com complaint [redacted], we were able to review the Raise account and order in question, and provide a resolution to the customer.The customer, Mr. [redacted] D. [redacted], placed an order on the Raise website at 1:14 PM CST on November 28th, 2015.  This order was placed on an...

account in [redacted] name.  This order contained a $200.00 [redacted] eGift card which allowed for a voucher that could be used online as well as in an [redacted] store.  The customer paid $198.90 for this $200.00 gift card.On December 6th, 2015, Mr. [redacted] emailed Raise Member Services regarding the issue with this gift card.  He claimed that when at the [redacted] store, multiple employees entered the gift card number for redemption towards his purchase, and concluded that the gift card number and/or PIN were incorrect.  Mr. [redacted] proceeded with this purchase, using his personal credit card.Mr. [redacted] emailed Raise again on December 9th inquiring about his refund.  The final attempt to contact us was also via email on December 12th, 2015.  Unfortunately, our Member Services team was unable to handle this issue in a more acceptable timeframe. On December 29th, our team submitted a refund for the full purchase price of $198.90 to the customer’s [redacted] credit card.  He was then immediately notified and offered apology for the trouble, as well as delay in response.We sincerely apologize for the inconvenience this issue has caused the customer.  Our team is actively working to ensure Mr. [redacted], as well as every customer of Raise, receives the attention and response they deserve in a more timely manner.

After receiving and reviewing the second rejection to Revdex.com complaint number [redacted], we are, unfortunately, still unable to change the resolution for the customer.
All gift cards are checked multiple times before they enter a customer’s order and are processed. A gift card is unable to enter the marketplace if a balance cannot be confirmed on the card. We have record that this particular gift card entered the marketplace on July 21, 2015 and at that time was confirmed to have a full and valid balance. The customer then purchased the gift card on July 26, 2015, and the gift card was again checked, on that date, before the order could finish processing. During both of these checks, the gift card was confirmed to have the full and valid $200.00 balance. Had the gift card not held this balance, the order would not have successfully processed.
The message that the customer has received from the brand that the card was never activated can also mean that the gift card was closed down by the brand for various reasons. Some brands’ messages do not change depending on the status of the gift card. Our Gift Card Support Team has been able to confirm that this gift card was initially active when received by the customer, but that status was changed by the brand later on.
Due to the length of time that has passed since this order was placed and the time since the guarantee period lapsed, we are unable to provide further assistance 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 number, we have been able to provide the customer with the requested resolution. On October 20, 2016 the customer placed an order for two [redacted] gift cards on Raise. That same day, the customer attempted to use...

the gift cards to make a purchase on [redacted], and unfortunately was unable to apply the gift cards to the order. After the occurrence, the customer contacted Raise Member Services and expressed to the serving agent that the cards had not worked for their intended purchase. The serving agent was able to determine that the gift cards both have a full and valid balance and applied to a test order but did not work on the customer’s order. This being the case, the agent offered to have the gift cards relisted onto the marketplace and sold to another member that would be able to redeem them, and then refund the member.As the member was unable to utilize the balance of the gift cards, he should have been refunded at that time. We apologize that did not happen right away, and the member has now been refunded. The refund will show back on the customer’s original payment source within 3-5 business days. We are happy to have been able to provide the requested resolution to 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 order number, it appears that...

the current resolution is warranted.
On December 7, 2015 the customer purchased a [redacted] gift card from Raise.com with a balance of $74.46 for a purchase price of $61.06. The customer then contacted Raise Member Services on July 8, 2016 and expressed to the serving agent that the gift card did not work. At that time the serving agent informed the customer that the order fell outside of the 100 Day Money-Back Guarantee, and offered a promotional code as well as a $5 Raise Rewards credit as recompense for this issue.
The Raise Guarantee does hold a strict 100 day time frame, and we ask that customers contact us within that time frame in order to receive the best assistance on orders. While some brands have information more readily available for us to retrieve, this is not the same of all brands, and to be uniform in all instances, that is in part, why the Raise Guarantee spans the 100 day period.
At the time the customer made the purchase on Raise, we can confirm that the gift card did have the full $74.46 balance available for use. We understand that this is an unfavorable situation, but are, unfortunately unable to provide the customer with a refund or replacement card as so much time has passed since the lapse of the Raise Guarantee for this 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.

Dear Ms. [redacted],We were able to further review your formal complaint as well
as the order in question. Overall, we are pleased to have resolved this issue
for you. The order R827044655 was indeed a qualifying order for our
new user promo code at the time. This was your first order and the total...

was
over $15. However, our system did not show that the promo code had attempted to
be applied. It is outside our policy to refund for a promo code that was not
applied to an order. However, we have made an exception and issued a $10 refund
to your original payment source. A confirmation email was also sent to your
email on file. We apologize for any inconvenience this has caused. Your
refund should show on your credit card statement within 1-3 business days. We
appreciate your patience in this matter.

After receiving Revdex.com complaint number
background-color: rgb(255, 255, 255);">[redacted], we were able to review the order in question.
On April 20, 2016 the customer purchased a [redacted] gift card from Raise.com with a value of $100.00 and a purchase price of $80.00 for which $75.00 total was paid after Raise rewards were used on the purchase.
As the customer used a prepaid card to make the purchase, a check refund was requested. The check was sent to the customer on June 8, 2016. The check may have met a hold up in the post office, as the check was issued by Raise on the previously mentioned date. We understand that this can be an inconvenience, but a check has a 45 day holding period where it cannot be canceled without extended fees for the customer.
This check having been issued on June 8, 2016 was voided on July 23, 2016. While our follow up did come late, we have confirmed the customer’s correct address and are having the check reissued through our financial team and the check will be on its way within the week.
We would like to sincerely apologize for the inconvenience and look forwarding to better serving this customer again in the future.

After receiving Revdex.com complaint number
background-color: rgb(255, 255, 255);">[redacted] we were able to review the order in question and the requested settlement has been provided.
On November 25, 2015 the customer purchased a [redacted] gift card with a value of $300 for a purchase price of $249.09 which the customer paid for by credit card.
The customer contacted Raise Member Services via email on February 13, 2016 expressing that the [redacted] gift card had a $0 balance when she went to use it in the Restaurant. Regrettably, our Member Services Team was unable to respond in a timely fashion and this inquiry was resolved and the customer was notified via email on March 3, 2016. This resolution included a full refund for the purchase price of $249.09 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 overall. We are pleased to have resolved this issue for the customer and look forward to serving them again in the future.