Raise Marketplace Inc

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is partially satisfactory to me. I have been refunded, but the fundamental issue of fraud is still existsI might re-open this or a new issue if I experience the fraud issue again, even if I am refunded for the fraud
Sincerely,
*** ***

After receiving and reviewing complaint number *** and the order number in question, it appears that the
current resolution is warrantedOn August 28th the customer purchased from Raise.com an *** *** gift card with a value of $for a purchase price of $The customer contacted Raise Member Services on February 26th via phone and informed the serving agent that he had been able to redeem a portion of the gift card and it should still have had remaining a balance of $During the phone conversation the customer did speak with both an agent and supervisor because as this inquiry falls outside of the Day Guarantee the order was sent to be reviewed by the Gift Card Support Team
During the review process, the Gift Card Support Team determined that because the order falls so far outside of the Day Guarantee a refund would not be provided and no further action would be taken on the order by Raise
The customer was sent an email on Sunday February 28th 2016, two days after the initial inquiry, informing him that Raise would be unable to refund due to the order being so far outside of the Day GuaranteeWithin the email communication between the agent and the customer, the customer was also offered a complimentary promotional code to use toward his next orderAfter the email was received the customer did call in to Raise again and spoke to another agent and supervisorDuring that phone conversation the customer was again notified that no further action could be taken on this order as if falls outside of the guarantee periodWhile there is no expiration on the the gift cards, the Raise Day Guarantee does only guarantee a refund for the purchase price for the first days after the date of purchase
We appreciate the customer’s business and understand that while the Day Guarantee is outlined on all order receipts and on the Raise website that a situation like this can be frustratingWe 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 again reviewing Revdex.com complaint number *** we are, unfortunately, unable to provide the customer with a different resolution.The gift card that the customer purchased, at the time of purchase on November 8, 2015, had a full and valid balance available for useWhen the customer did contact Raise in June of 2016, we were able to confirm that the gift card could no longer be usedWhat the email that the customer is referencing means, is that brands may choose to deactivate a card if they think that there is something wrong with the purchaseThis oftentimes happens incorrectly, and unfairly, due to the brand’s choiceWithin the Raise Guarantee, we are able to offer resolutions for this or any other situation, when the order falls within the first days after the date of purchaseUnfortunately, the order falls outside of the Day Money-Back Guarantee, so we are unable to provide the customer with any further action on the orderIt is expressly stated in the Raise Guarantee that requests for review received outside of days from the purchase date, will not be honored We would like to apologize as we understand this is an unfavorable situation and consider the issue resolved at this time

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

After receiving and reviewing complaint number *** and the order number in question, it appears that the current resolution is warranted.On February 17, the customer placed order *** on Raise.comThis order was placed for a Walmart gift card with a value of $for a purchase
price of $975, which the member paid for by credit cardOn February 17, the customer placed order *** for two Walmart gift cards, each with a value of $and a purchase price of $The total purchase price for this order was $On February 16, the customer placed order *** for another Walmart gift card with a value of $for a purchase price of $which the customer paid for by credit cardThe customer contacted Raise Member Services on February 18, and notified the serving agent that all four of the gift cards across the three aforementioned orders all had $balances and that the customer had not redeemed any of that valuePer Raise policy these three orders were escalated to the Gift Card Support Team due to the high value of the gift cardsCurrently the Gift Card Support Team does have a 10-day response time for all high value gift cards requiring further review 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 2, that we are unable to refund for these three ordersThis was determined by further review from the Gift Card Support TeamThey came to this conclusion after reviewing the customer’s buying history on Raise as well as the locations where other Walmart gift cards were redeemed from their accountWe 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 TeamWe 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 Revdex.com complaint number
rgb(255, 255, 255);">***, we were able to review the order and offer a solution to the customerOn December 13, the customer purchased an On the *** gift card on Raise with a balance of $for a purchase price of $81.00, for which the customer paid $out of pocket after a promotional code had been applied
The customer had not previously contacted Raise, so before now we did not have the opportunity to further assist the customerAs this issue has now been brought to our attention, we are more than happy to assistWhile the order does fall outside of the Day Money-Back Guarantee, as a courtesy, we are happy to offer the customer a full refund of the out of pocket cost, $Raise is a member to member marketplace, so all gift cards are coming across the marketplace as previously owned and sometimes partially usedJust like all previously owned products, occasionally an unforeseen issue may arise, but that is why we have the Raise Guarantee, and encourage customers to use the balance within that time frame so that we are fully able to assist in those instances
The refund of $has been returned to the customer’s original payment source and will be reflected there within 3-business days
We are happy to have been able to provide a resolution to the customer and look forward to serving him again in the future

Complaint: ***
I am rejecting this response because:
They are fraud Pl keep monitoring this company for similar complaints, you would see a pattern
Sincerely,
*** ***

After receiving Revdex.com complaint number ***, we were able to review the orders in questionOrder ***, placed on January 23, 2016, included a *** eGift card with a value of $A total of $was charged to the customer’s credit cardThe customer contacted Raise on February 18,
in regards to this order noting that he had not previously used the *** gift card and it had a $balance when he attempted to redeem it in the restaurantThis inquiry was responded to on February 22, with a full refund of the purchase price $as the gift card was determined as having a $balanceOrder ***, placed on January 25, 2016, included four *** Bread eGift cards each with a value of $A total of $was charged to the customer’s credit cardThe customer contacted Raise on February 4, in regards to this order noting that he had only been able to use about $of gift card and the other three remained unused by him, but were all then reflecting a $balanceRegrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved as of March 2, Three of the gift cards were refunded in full as they had remained unused by the customer, and the customer received a partial refund for the gift card that he had been able to redeem for a portionThis partial refund was calculated but subtracting that amount used by the customer from the value of the gift card and the percentage of savings the member received on the original purchase price was applied to the new value to determine the new purchase priceThe partial refund for the specific gift card totaled $and the full refund total on the order was $We understand that it is not acceptable for a customer to wait weeks to be refunded after an initial inquiryWe are actively working to bring our response time back down to standards found more acceptableWe apologize for the inconvenience Overall, we are pleased to have resolved this issue for the customer and look forward to serving him again in the future.Tell us why here

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the current resolution is warranted, however, we are happy to provide the customer with a one time courtesyOn June 2, the customer made a purchase for five Lowe’s gift cards with
varying purchase prices and values, on Raise.comDuring the verification process the customer was asked to call in and verify some information before the order could be processedWhile orders should process quickly, all orders can take up to hours to fully process into the customer’s Raise accountAs this information in readily available on the Raise Return Policy, this information may not have been reiterated on the phone with the customer.A few hours after the phone conversation with an agent in the Order Processing Team, the customer sent an email asking for the order to be canceled if it did not process by 3pm that dayOnce an order has been placed, Raise is unable to cancel the purchaseIt is true that all sales are finalAs the agent the email was sent to was out of the office for the day, the customer’s reply was not seen until after the order had already been processed.The customer had been planning a specific purchase, and we do understand that it has been an inconvenience waiting for the gift cards and receiving them after the fact when all of the information may not have been clearly expressed over the phoneWe are happy to provide the customer with a one time refund for the already processed and valid orderWe would like to advise the customer that the refund will take place within the week and a confirmation email will be sent once the process has been completedAn initial email of the process start has been sent as of today June 21, We would like to apologize for the inconvenience and look forward to better serving this customer in the future

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the current resolution is warranted.On October 5, the customer placed an order on the Raise marketplace for *** (In Store Only) gift cards totalling a purchase price of $
After placing this order, the customer contacted Raise Member Services via our online chat service expressing that he had purchased the incorrect amount of gift cards and had purchased too much, wanting to return a portion of the orderUnfortunately, the Raise Guarantee does not cover instances where a customer over purchases the intended amount.The checkout process on Raise has three stages once the items have been put into the cartThe first page lists all of the gift cards that are in the cart with their purchase prices and values on the left side of the screenOn the right side there is Summary which includes the total and the amount that is being savedOnce the customer selects the button that says Proceed To Checkout, the customer is taken to a screen where payment information can be entered on the left side of the screenOn the right upper corner there is another list of all the gift cards that are being purchased, with their respective values and purchases pricesBelow that is the order total that the customer will payAfter hitting Submit, the order is placed and the customer is taken to a screen to review their receipt.While we understand that the customer may have been confused during the process, the value and purchase price of each gift card that is being purchased is available on every page of the checkout process along with the purchase totalThis being the case, and the Raise Guarantee not covering gift cards will a valid balance, we are unable to refund for this order.We would like to apologize for any inconvenience that this has caused the customer, and would like to consider the issue resolved at this time

Initial Business Response /* (1000, 5, 2014/05/17) */
Dear ***
I have read the following case inquiry in regards to order number RXXXXXXXXXIn light of the situation and circumstances of your case, I would like to apologize for the inconvenience you have experienced with this
When you placed your order, I understand that you meant to purchase a *** gift card and instead accidentally purchased a *** Off Fifth gift cardI see how someone might confuse the two cards since they are very similar and from the same company
Our buyer protection policy allows returns or replacements for any purchase that wasn't delivered as advertisedSo when you first contacted our Member Services team they were unable to issue a refund for your purchase since it was delivered as advertised and in good working orderI do feel bad for the experience you have had and would like to see if we can work something out for you
I will have our Support Manager reach out to you in hopes of resolving this issueI trust that he will come up with a solution that you are satisfied withPlease feel free to let me know if you think of anything else
Sincerely,
*** ***
Raise Member Services Manager
Initial Consumer Rebuttal /* (2000, 7, 2014/05/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Their officer asked me to try to use it in the saks fifth store, and I did itLuckily, it worksSo I decide to cancel this complainBut, still, I hope they can provide some ways so that customers can cancel the order before they ship it out

After again reviewing Revdex.com complaint number *** we are unfortunately unable to offer the customer a different resolutionThe Day Money-Back Guarantee is in place to protect the customer’s purchase price, but much like a warranty, that is a strict time frame so we do encourage members to use the gift cards within that first day periodWhile the gift cards themselves do not expire, Raise only guarantees the purchase price for the first daysFor that reason we encourage customers to use the gift card within that time frame, so that if an issue does occur, we are fully able to resolve the issue to the greatest extentWhen *** changed their gift card policy and began to decline eGift/vouchers, in many cases, the money is still on the eGift/vouchers, but the merchant will not longer accept the currencyAs the order is so far outside of the Raise Guarantee, we are unable to reach out to the seller for the physical gift cardsFor this and the inconvenience it has caused, we would like to sincerely apologizeAt this time we would like to consider the issue resolved

We were able to further review your complaint as well as the iTunes card from order R243548573.
After further review, we confirmed that Mr*** did call into our Member Services department for assistance with your iTunes gift cardThe
agent he spoke to was able to fix the card's code so you would be able to use itUnfortunately, the email containing this code did not make it to the member, therefore he was still not able to use the gift card he purchased. After an additional email from Raise, we were able to resend the corrected iTunes code and Mr*** verified that he was able to use itAdditional compensation was given for the error on Raise's partWe sincerely appreciate Mr***'s business and continued patience as we worked to correct this matter

Complaint: ***
I am rejecting this response because: This is an insulting response I've spent hours of my time dealing with this company and other companies because of their conduct and they have taken no responsibility for their actions They cite returning a few of the cards I recently purchased as what they have done for me, that's just ridiculous They shouldn't be selling fraudulent products and a $credit is just an insult I may need to file a legal complaint since it seems like Raise doesn't have any interest in resolving this matter
Sincerely,
*** ***

We apologize for the frustration that the member has experienced and that they felt the need to file a complaintHowever, Raise had contacted this individual twice in regards to this complaint and did not receive a responseRaise is not at fault for the fact that the Revdex.com would not allow the individual to update the complaintHowever, this member had the opportunity to update Raise via email as a correspondence had been initiated by the businessWe will provide a credit of $to this member's account, but we are unable to provide anything more as Raise has stood behind its guarantee and the gift card sold to this member was indeed valid and used by the purchaser

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the current resolution is warranted.On December 17, the customer purchased a *** *** gift card with a value of $and a purchase price of $from Raise.com.The
customer contacted Raise Member Services on July 5, and expressed to the serving agent that the gift card had been given as a gift and was not accepted when redeeming in the restaurantAt this time the customer was notified by the serving agent that no further action could be taken on the order as it fell outside of the 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 days after the date of purchaseWe understand that this is an unfavorable situation for the customer and would like to offer our sincerest apologiesThe Member Services Team did also offer the customer a credit of $to be placed in the customer’s Raise account as recompenseThe Raise Guarantee is in place to protect the customer’s purchase price for the first days after the date of purchaseAfter that date, we are happy to look into the gift card but cannot guarantee a refund in the same way we would within first daysIn this case, the Raise Guarantee for this order, unfortunately, lapsed as of March 26, We would again like to apologize for this inconvenience and look forward to better serving the customer again in the future

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the requested resolution has already been provided to the customer.On July 30, the customer purchased a *** physical gift card from Raise with a value of $for a purchase
price of $for which the customer paid $after a promotional code had been appliedThe customer emailed in to Raise on August 5, to which a Member Services agent respond on August 8, at which time a refund was applied for this orderUnfortunately, our email response time is approximately hours at this time, something that we are working diligently to lessen.As of August 8, the customer was fully refunded for the out of pocket purchase price of $and on August 9, the promotional code that the customer used was returned to the customer’s account in the form of Raise Rewards which will automatically apply to the customer’s next purchaseA new promotional code has also been provided to the customer as our way of apologizing for these issues.We would like to assure the customer that all gift cards are verified at least twice before being processed into an orderThey are first verified when entering the marketplace, and again before the order process is completeAs a member to member marketplace, the gift cards are coming from other members across the marketplace, and as there is the possibility that there could be an issue, Raise has a Day Money-Back Guarantee to cover any issue that may arise in that timeWe also have a Seller Support Team in the office that address the seller directly any time that a gift card is purchased that has an issue.We are glad to have been able to resolve the issue for the customer and look forward to serving him again in the future

Initial Business Response /* (1000, 6, 2015/10/15) */
We were able to further review your case and your Raise.com accountWe apologize for the frustration you've experienced thus far
I would like to initially apologize about the trouble you had while trying to reach us on the phonesWe have
been experiencing very high call volumes, and we completely recognize that any hold time 15+ minutes is unacceptableHowever, we do see you sent in two separate emails on September 16th and 18th which were subsequently answered by my associate *** on September 21stIn your emails, you notified us that the gift cards in orders RXXXXXXXXX and RXXXXXXXXX had not arrived to you yetUpon further investigation, my associate *** discovered those pieces of mail were last scanned in *** NC
At Raise Marketplace we use an internal tracking system which notifies us and records when a card has been scanned into a USPS sorting facilityIt appears the last time this gift card was scanned was in a *** sorting facility, and no other updates were availablePer our shipping policy, you are guaranteed a full refund if you do not receive a physical gift card in the mailHowever, we need to wait calendar days from the date ordered to ensure the gift card is lost in the mailThis policy was described to you, and upon the 30th day my associate *** responded to your emails stating that since we have received no updates we are happy to provide you a refund
Your refunds were completed on Oct5th by our refund agent *** and the funds from this purchase were returned back to your original payment methodWhile we regret that we were unable to provide you the product you purchased due to a shipping issue, we are glad we were able to provide you a refund of your purchase price
Kindest regards,
***

After again reviewing Revdex.com complaint number *** and the corresponding order number, we are, unfortunately, unable to offer the customer a different resolution
The 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 day period from the date of purchaseAs stated in the Raise Guarantee, requests regarding orders outside of days are not honoredWhile 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 requestThe day period for this customer would have ended as of January 15, 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 assistanceAs the Raise Guarantee has ended, we are unable to provide further action on the orderFor the inconvenience in this we would like to sincerely apologize