Raise Marketplace Inc

We were able to further review Revdex.com complaint [redacted] and the order in question [redacted]). This order was placed on 11/14/15 and contained multiple gift cards as the customer...

initially stated. The customer did send multiple emails to our support email regarding his [redacted] card. The gift card was not delivered within the 3-14 business days specified in our shipping policy. On 12/17/15, one of our Member Services agents wrote back to the customer confirming a refund for the [redacted] card that he did not receive. At this point, $54.53 was refunded to his original payment method. Unfortunately, were unaware of the balance discrepancy with the [redacted] gift card until reading the customer’s complaint. We have now submitted a partial refund for the balance that was missing from the [redacted] gift card. An email confirmation for this refund was sent on 12/22. We apologize that this matter was not handled in a timely manner and we are actively working to add support staff to ensure that each request is addressed quickly and efficiently.

Raise not only failed to notify me that a gift card I purchased would no longer be available to use as an electronic gift card, they proceeded to not refund me for my $100 purchase instead offering a 5% coupon on my next purchase. Horrible customer service and lack of concern to make things right. I have been purchasing gift cards for years through raise... To get treated like this shows the culture of the company and their leadership.

After receiving Revdex.com complaint number [redacted] and the corresponding rejection, we have again reviewed the order and will continue to work with the customer until he has been fully refunded.The escalation to the Gift Card Support Team took an extended period, and we understand why a dispute was filed by the customer. When a dispute is filed, Raise loses the ability to organically refund a purchase and has to go through the banking institution. When a customer contacts Raise within the 100 day period, we go from the first point of contact and if that is within the 100 days, the entire correspondence time is covered within the guarantee. We are working with our payment processor to make sure that the customer gets his refund whether is comes through his banking institution while the dispute is active or if the dispute is dropped or resolved not in the customer’s favor, then the refund will come through Raise directly.We would like to again apologize for the inconvenience and want to work with the customer to make sure that his money is returned.

After receiving Revdex.com complaint number [redacted], we were able to review the order and offer a solution to the customer.On June 1st, 2016, the customer purchased a [redacted] gift card valued at $50 for a purchase price of $44.50. This was a physical gift card that was to be sent to the customer’s...

shipping address in 3-14 business days. All cards that are listed on Raise are verified twice, once at the initial listing and once at the time of purchase to ensure a valid balance.The customer contacted Raise Member Services on October 11, 2017 via email stating that the card was invalid. The customer had attempted to use it and was told that the card was canceled. Our Member Services team took a closer look and replied back to the customer the next day, October 12, 2017. The supporting agent offered $20 in Raise Rewards since the order was outside of our 1 Year Money-Back Guarantee and a refund was not able to processed.All cards purchased on Raise are protected by our 1 Year Money-Back Guarantee. This is in place to protect buyer’s purchase price in the rare event a card is closed, invalid, or shows an inaccurate balance for up to 1 year.After further review into this order, and the customer’s account, we would like to offer the customer an additional $22.50 in Raise Rewards to make up for the full value of the purchase price. This is a one time courtesy that we would like to offer the customer. At this time, we would like to consider this issue resolved as the customer will have $44.50 in Raise Rewards that they can use 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 this has caused. If the customer has any additional questions, an email to [redacted]@raise.com is welcomed.

Complaint: [redacted]
I am rejecting this response because: You can have all the good customer service you want but when your clearly doing illegal and fraudulent activity there is no excuse for this. While it is not the customer services fault that they work for a company that is doing illegal activity. 
I have a friend who purchased 3 cards- none of them ended up working- again while they may originally work they then empty the balance to zero- this is clearly an inside operation inside raise - otherwise they would not still be in business. There are hundreds of people who clearly have been tricked and I will report this to the chicago police business investigative unit.
Sincerely,
[redacted]

After receiving Revdex.com complaint number [redacted], 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.

Using them for physical gifts cards is horrible. I ordered four cards for [redacted]. Received three in a couple of weeks, but after waiting a month, I contacted them and was told I'd get a refund. Ordered another one, over a week later, I got an email telling me that there was a problem with the order and I'd get a refund. Ordered another one, hoping that I'd finally be able to go to [redacted] and get my items. Waited over a week, went to [redacted] with my four cards. Two of them from the original order worked. Another from the original order wouldn't read. And the last one for which I had to try three time to get, had a zero balance on it. Called up support and they told me that I now have to go back to [redacted] (an hour drive) and get a transaction history on the two cards. How am I supposed to do that when one of the cards won't even get read by them? Absolutely disgusting customer service.

Purchased a [redacted] $80 gift card on 12/13/2015. Checked the balance upon receive and balance was right at that time.
Didn't get a chance to use.
7 month later, on 7/25/2016, tried to order something but the balance is only $3.49.
Emailed Raise.com right away, but was told the next day that they can't do anything about it as it has passed 100 days.
Would not recommend it to friends.

After receiving Revdex.com complaint number [redacted], we were able to review the issue at hand and offer a solution to the customer.On March 13, 2017, the customer listed a [redacted] Airlines for sale on Raise with a value of $600.00 and a purchase price of $585.00. Typically, cards listed on Raise are...

officially active on the marketplace within 24 hours but may be subject to further verification. Because this gift card was a travel card (any card associated with hotel stays, airline travel, cruises, etc.), Raise has an internal policy stating the card must be active and/or held for 45 days before we are able to officially list it on our marketplace.This card was officially live on the marketplace on April 27, 2017. This card sold on the same day in Raise Order Number [redacted]. The funds were made available for the seller to request as soon as the order was processed.On April 28, 2017, the buyer of this card contacted Raise via email stating that they were unable to redeem this card as it was showing as invalid. A supporting agent from our Member Services team responded on May 1, 2017, and proceeded with a refund as the card was showing a zero balance and the buyer was having troubles redeeming. Our 1 Year Money-Back Guarantee protects buyers in the event they experience troubles with an inactive card or a card that shows an inaccurate balance.The seller of this card contacted Raise that same date via email expressing that this gift card was valid and that the buyer redeemed the card. When a refund is processed for the buyer, an email gets sent to the seller of the card informing them of a debit to their seller account as well as an email address that they can contact if they felt that this was done in error. The customer also called into Raise that night and a supporting agent informed the customer that this was would be sent to our Gift Card Support Team for further review. They would be able to look into this case further and find out who used the card in order to properly resolve the case. Typically, this process takes between 5-7 business days.Unfortunately, a follow up email was not sent to the customer with this information so any emails that were sent by the customer were automatically assigned to the Member Services queue, and not the direct supporting agent. When the customer emailed in on May 2, 2017 and May 5, 2017, our Member Services team was unable to respond in a timely matter. After further review from our Gift Card Support Team, they have determined that this card was indeed redeemed by the buyer. Because of this, the seller debit was reversed and the funds for selling this card were returned back to the seller’s account. An email was sent from our Gift Card Support Team to the customer informing them of this on May 5, 2017. The seller has requested payment for this card on May 6, 2017 in the form of physical check. This check should be delivered within 3-14 business days.We’d like to sincerely apologize to the customer for the inconvenience this card has caused. We are actively working on improving our response time as we understand the communication between our Member Services team and our members is a very important aspect of our business, and creating the best possible member experience on Raise. At this time, we would like to consider this case resolved as the customer has requested their funds and no further action is required on their behalf. We welcome any follow up questions via email at [redacted].

Complaint: [redacted]
I am rejecting this response because:  Raise.com is acting like they were so willing and able to handle this problem.  This situation got out of control and the supervisors that I spoke to acted like they couldn't care less.  When someone finally goes to the Revdex.com, they have reason to be VERY worried.  WE were terrified that we lost $4000. and no one from Raise.com cared for 2 months.  They put the burden on the customer to figure out and PROVE whether they ripped me off or not.  They had no desire to investigate this situation until the Revdex.com report came to them.  I was a hair away from filing a grand theft civil lawsuit against them.   The situation was that I bought $4000. worth of cards of which ALL OF THEM were bogus cards.  When I called Raise.com and told them that 12 of the cards had no balances and that I would assume they all didn't have a balance left on them since I randomly checked 15 of them (out of 87 e-cards), and I demanded an entire refund.  Instead, they insisted that I go to [redacted] and have each and every 87 cards scanned and:... document the store, date used, the balance, as well as asking me, their customer, to take a photo of each and every screen shot from [redacted].  [redacted] WOULD NOT stand there and scan these ecards, in fact, they said they are fraud, and they dont accept these ECards.  They also said they had no ability to scan an e-card since it was not the Hard Copy (Which is what Raise holds on to).  Rather than Raise.com staff taking the hard cards to [redacted] (which there is one every 5-10 miles), they refused to accomodate their customer and hope put the burden on me, (which I had no ability to do since they still had the Hard physical copy of the cards).  So, I just want the public and any other customers reading this, that Raise.com no way had any intentions of helping me in this situation.  I will never buy from them again, too much money to lose, too little caring by the company if there is a serious problem, and too much work and time for me, the customer, to bare the burden of proof that what I bought was BOGUS.  Raise had no right to ask their customer who spent in excess of $15,000 with them in less than a year to perform this kind of chore for a product that they sell!!  Not worth any discount to go through this kind of stress.  NO SIR!!!  
Sincerely,
[redacted]

We were able to further review Revdex.com case number [redacted] as well as the customer’s Raise account. Overall, we are pleased to have been able to addressthis customer’s concerns.The customer placed order [redacted] on October 29, 2015. This order contained 25 physical [redacted] gift cards. On December 4,...

2015, the customer sentan email to our Member Services Team after finding some of the gift cards from this order were invalid. Unfortunately, our team was unable to provide a response in an appropriate time frame.On January 8, our Member Services Team sent a follow up email confirming which of the 25 gift cards had an issue and told the member that the order would be forwarded to our Refund Team for them to review. Again, our Refund Team failed to give the customer an update in the timeframe promised in the initial email. On February 5, our Refund Team was able toconfirm that ten of the 25 gift cards in this order had encountered an activation issue. A refund for $399.50 was then processed back to the customer’s original payment source. They were advised that it may take 1-3 business days for their bank to credit their account.We are extremely sorry for the length of time it took for this matter to be resolved. As we continue to grow, we are actively adding support to all of our teams to better serve our customers. We encourage the customer to give us a call at [redacted] if any other questions or concerns arise. We would be happy tohelp however we can.

Complaint: [redacted]
I am rejecting this response because: This still doesn't solve the issue- I understand that I have to wait for you to issue a new check (which I'm guessing was never actually issued since there is no tracking number or check number available) This also seems to be a practice that has continually been done by Raise as there are many complaints about this very thing throughout Revdex.com and [redacted] reviews.
Sincerely,
[redacted]

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

order and offer a solution to the customer.
On January 1, 2017, the customer purchased an [redacted] gift card valued at $5.00 with a purchase price of $4.55.
The customer reached out to Raise later that day via email stating that he attempted to redeem the card and it was showing as an invalid card, which he stated, was also confirmed by the [redacted] manager. A supporting agent reached back out to the member on January 3, 2017, informing the customer Raise was unable to refund due to the card still showing a full active $5.00 balance. The agent also suggested for the customer to relist the gift card on our marketplace due to the card showing an active balance. The Raise Guarantee covers gift cards that are not active, or that show an inaccurate balance. (https://www.raise.com/return-policy) The balance was confirmed via hotline by our Trust & Safety team.
Later that same day, the customer responded back via email stating he was not satisfied with the resolution and requested to have his Raise account closed, as well as take further action in regards to this order.
On January 5, 2017, a supporting agent reached back out to the customer via email further explaining the Raise Guarantee, what it covered and why the initial request was denied. The supporting agent also expressed to the customer that as a courtesy, Raise would be able to refund the customer for the full purchase price for the [redacted] gift card.
Overall, we would like to consider this issue resolved and hope that the customer finds a refund as a suitable settlement. 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.

Initial Business Response /* (1000, 6, 2015/09/16) */
Dear Ms. [redacted],
We were able to further review your account and case with us, and a supervisor at Raise Member Services has attempted to contact you to discuss this matter further.
An attempt was made to purchase gift cards on your...

existing Raise account. However, this attempt was intercepted by our processing department and a notification was sent to your email on file.
I assure you that the authorization on your debit card did not go through and the integrity of your personal information was not involved in the process. Although you may have seen a debit on your statement, it was merely a pending charge that was never authorized by Raise. This should be reflected in your bank account.
In addition to reviewing your account, we have also reviewed the phone calls that took place when you called in to alert us. The phone calls do not reflect the level of explanation and customer service that we find appropriate here at Raise and I assure you this will be communicated to our team.
Please know that we are consistently working to detect unauthorized orders and keep our marketplace safe. Should you have any further questions, please do not hesitate to reach out to us. We're happy to help you in any way we can.
Kind regards,
Serena

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.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the customer has received the requested resolution. On May 13, 2016 the customer made a purchase on Raise.com for a [redacted] (In Store Only) gift card with a value of $350.00 and a purchase...

price of $269.50.The customer contacted Raise Member Services on June 24, 2016 and expressed to the serving agent that the gift card did not work as intended. A portion was utilized and the other portion was frozen on the gift card according to the customer. At this time the order was escalated to the Gift Card Support Team due to the confusion with the balance that had been utilized. As of July 8, 2016 the customer was refunded for the amount of the card that was unable to be redeemed. We apologize for the length of time that it took for this issue to be resolved and are working to improve response and resolution times ac[redacted] the board.We are happy to have been able to resolve this for the customer and look forward to serving them again in the future.

Terrible customer service. I contacted them via phone two times and email four times without a resolution to my problem. I had a gift card for $284 that stopped working and they would not do anything to try to fix it. Just pretty much blew me off with a $5 off $50 coupon. Will never purchase another gift card from them again.

Complaint: 11018641
I am rejecting this response because: I, as a consumer, am purchasing a product from you, as a business establishment.  I cannot understand why you are accessing a consumer's personal information. I am fortunate to know that you accessing this personal information should be on a need to know basis, in the event of a loan or a line of credit, neither of which I was requesting from your business establishment.  I go to the store or order items online, never have they asked me to verify my name, date of birth, social security number, and previous addresses in which I have lived. It appears as though you were fishing for personal information to run a credit report on me or to gain access into my credit history. If this is your policy, then so be it, but I encourage anyone who reads this complaint to be aware that with all the personal identity theft occurring, this type of information should not be required from a reprobable business establishment to purchase a single item.
Sincerely,
Autumne [redacted]

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 an order on Raise.com for a [redacted] gift card with a value of $100.00 and purchase price of $89.45 on September 30, 2015. Another...

purchase was made by the customer on Raise.com for a [redacted] gift card with a value of $14.99 and purchase price of $12.73.On May 18, 2016 the customer contacted Raise Member Services and expressed to the serving agent that the [redacted] gift card was not working and he had been unable to use it for the full balance. At that time the serving agent explained to the customer that the order fell outside of the 100 Day Money-Back Guarantee and a refund would not be provided for the order. The customer contacted Raise Member Services again on May 19, 2016 and expressed that the [redacted] gift card was only used for $8.00 and no longer had the balance available. In this instance the customer was also notified that the order would not be refunded as the purchase date fell outside of the Raise Guarantee.The Raise Guarantee is in place to protect the customer’s purchase price for the first 100 days from the date of purchase. Any kind of discrepancy brought to the attention of Raise within that time frame will be absolutely resolved for the customer.  In this specific situation, the customer contacted Raise well outside of the Raise Guarantee period, and for that reason, not further action can be taken on either of the orders. We would like to apologize for any inconvenience and consider the issue resolved at this time.

Complaint: 11126011
I am rejecting this response because:  I was not satisfied with company's response to selling me a fraudulent gift card.  I was unable to use the card to make the purchase I was intending to make at the time, and ended up overspending due to the lack of the card.  Furthermore I had to spend a significant amount of on the phone with the representatives of this company just to get my money back.  Fraud should not be subject to any 100 day guarantee, selling fraudulent items should not result in any hassle for the customer.  I am very dissatisfied with this company after using their services and spending thousands of dollars with them.  All consumers should be made aware that there is a likelihood of them being on the other end of a fraudulent transaction while dealing with this company, and they should know that this company will not go out of it's way to resolve any issues stemming from such transactions.
Sincerely,
Peter [redacted]