Raise Marketplace Inc

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the current resolution is warranted.On November 14, the customer purchased a *** *** gift card from Raise.com with a balance of $for a purchase price of $The
customer then contacted Raise Member Services on July 2, and expressed in an email that the gift card did not work to make a purchaseThe serving agent responded to the email and informed the customer that, unfortunately, no further action could be taken on the order as it fell so far outside of the Day Money-Back Guarantee, at the time that the customer contacted RaiseThe customer was also offered a promotional code through conversation with the serving agentsThe Raise Guarantee is a guarantee for the purchase price of the gift cards that spans days from the date of purchaseAny issue the customer has with the gift card, as outlined in the Raise Guarantee, such as an incorrect balance, will be fully covered within the first days from the purchase dateAfter that days, Raise does not resell the gift cards, and the gift cards do not expireOnce the Raise Guarantee lapses, the only change that occurs is that the order is not fully covered if there is an issueCustomers are encouraged to utilize the full balance of the gift card within days so that any issue that may occur can be fully covered.We would like to apologize that, due to the length of time that has passed since the Raise Guarantee lapsed for this order, we will be unable to provide the customer with a refund or replacement gift cardWe will continue to ensure that Raise policy is adhered to and properly communicatedWe feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience

We were able to further review Revdex.com complaint number *** filed by *** ***s as well as the order in questionThe orde* *** contained four
Lucky Brand gift cards and the order total was $This order was placed on 12/8/at 3:p.mCST and was immediately processed and delivered to his Raise account*** *** called our Member Services department on 12/9/and initially spoke to one of our agentsHe explained that he no longer needed these gift cards because he had missed a sale at Lucky BrandThe agent explained that our return policy does not cover buyer’s remorse or misinterpretation of timingOur Day Guarantee clearly states a purchase will be refunded if an issue arises with the redemption of a gift card purchased from RaiseAt this point, *** *** asked to speak to a supervisor and was connected with ***, the Member Services supervisor on duty*** reiterated our policy and explained that we would not be able to refund the $to *** *** The necessary individuals have reviewed this phone call, and *** acted fairly and within Raise policyWhile we fully understand that *** *** is a repeat customer and his business is very much appreciated, we are unable to refund him for completely valid gift cards that he has already been given access toWe will continue to ensure policy is appropriately communicated and all members are treated with the utmost respectWe sincerely apologize for the inconvenience

Initial Business Response /* (1000, 6, 2015/10/02) */
Dear Mr***,
I was able to further review your case and your Raise orderWe were sorry to hear that you were unhappy about your experience with Raise
I understand that your Denny's card was not delivered in a timely fashion
and so you contacted Member Services for more informationYour order was placed on 9/5/and our Shipping Policy states that you should receive your gift card by mail in 3-business days
We received your first inquiry on 9/12, seven days after you placed your orderOne of our agents informed you of our shipping policy and that we would refund you if there is no tracking after fourteen daysUnfortunately we cannot issue a refund until those fourteen days have passed, per our policy
We were able to make an exception to this policy for you and issue a refund after only twelve daysA refund confirmation was sent to you on 9/when the refund was fully released by RaiseThis refund was applied to your original form of payment
Overall, I am glad we were able to resolve this for youI apologize for the inconvenience, but we would be happy to serve you again in the future
Kindest regards,
Serena
Initial Consumer Rebuttal /* (2000, 8, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
NOT HAPPY WITH THE WAY RAISE CONDUCTS THEIR BUSINESS?

After receiving complaint number *** we were able to review the order in question and offer a solution to the customer.On January 30th, the customer placed an order for one *** *** eGift card and two *** eGift cards The customer contacted Raise Member Services via phone on
December 24th in regards to the two *** cards that she was not able to redeem Although these gift cards are well outside the Raise day guarantee, the customer was told that our gift card support team would review this refund request An update from our support team is typically sent within three to five business days We sincerely apologize that our team was not able to find a resolution within the timeframe promised.On January 11, 2016, the customer was notified that we were able to provide a courtesy refund of $for these two *** eGift cards We also informed her of the Raise guarantee that is in place to protect buyers, should they have an issue redeeming a gift card purchased from Raise for days from the purchase date.We would like to offer a sincere apology for the trouble with these cards, as well as the length of time it took to resolve this issue We are currently working to bring our response time back to a level we find reasonable As we were able to refund the customer for these gift cards outside of policy, we are happy to consider this issue resolved We look forward to serving her again in the future

After receiving the rejection response to Revdex.com complaint number *** we again reviewed the order in question and Raise is providing the customer with a different resolution than initially providedRaise offers a day guarantee to cover orders for the first days from the date of purchaseIn cases where Raise is contacted outside of the day period, we do offer to look into the gift card, but do not guarantee a refund the same way as we do within the first days.For this Whole Foods gift card, the customer was offered a review for the order as it was placed outside of the day periodThe Gift Card Support Team did determine that no refund would be offered at that timeWhile that is the Raise policy and no refund could be offered outside of the day period, as a courtesy, Raise has refunded the customer’s original payment source for $210.54, the amount of the gift card that was unable to be used adjusted by the initial discountWe sincerely apologize for the inconvenience and would like to consider this issue resolved at this time and hope that the customer finds a courtesy refund a suitable settlement

After receiving Revdex.com complaint *** and the rejection response we have again reviewed the order it is regarding, and unfortunately, are unable to offer the customer a different resolution
The Raise Day Guarantee guarantees all purchases for days from the order date, and we understand the concern regarding gift cards after that timeThis is why we do encourage customers to use the gift card within that time frame
The gift cards that were received as physical cards after the initial purchase were originally received by the customer as eGift vouchers to the Raise wallet and were available for use electronically until Lowe’s changed their policy in January of 2016, when the physical cards were sent
Whenever an issue occurs regarding a gift card, whether it be within or outside of the guarantee period, our Seller Support Team will do their due diligence to ensure that the necessary steps are taken with the seller
As the customer contacted Raise outside of the guarantee period regarding this order, no further action can be takenFor this we sincerely apologizeWe 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 complaint number *** we were able to further review this case and the order involved.The customer placed an order through the Raise iOS mobile application on November 27th for two *** *** eGift cards The gift card in question had a value of $at the time of
purchase and a price of $ A “Reward” of $and a $promotional code were applied towards this order, making the total charged to the credit card $ The customer emailed Raise Member Services on November 29th to inform us that she had tried to redeem this *** *** gift card, and was unsuccessful.The customer again emailed on December 3rd, asking for a resolution to her issue We sincerely apologize for this delay and encourage that members call our Member Services Department for a quick resolution as we work to minimize our response time for email supportAfter reviewing the transaction history of this card, it was determined that the *** gift card had been used at a location by someone other than Ms*** As this issue is completely covered by the Raise Day Guarantee, we were happy to provide a solution Although we were unfortunately not able to offer the customer a replacement gift card at that time, a refund of $was issued on December 30th to the customer’s credit card The credit of $has also been added to the customer’s Raise account to use towards an order in the future The customer was notified via email once this refund was completedWe would like to offer a sincere apology for the trouble with this card, as well as the length of time it took to resolve this issue A customer should not have to wait several weeks for a response from our team We are currently working to bring our response time back to a level we find more reasonableWe would like to encourage the customer to give us a call at *** should there be any issues or questions that need immediate resolution in the futureOverall we are pleased to have resolved this issue for the customer and look forward to serving her again in the future

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,
*** ***

This business is a farce They continue to send me “false” notifications about gift cards that are available at a certain discount that I am positive don’t exist There are times that I barely get a pop up email and I click to buy and the cards do not exist And furthermore, there are not any cards listed that are remotely as advertised in the emails They want to hook you in with gift cards at deep discounts and then you settle for another - if they even exist either

After receiving Revdex.com complaint number ***, we were able to review the orders in questionThe customer placed two orders on Raise.com for *** gift card that are being reviewed in this complaintThe second of the two orders was placed on December 30, for a *** gift card with a
purchase price of $and a value of $During conversation with the customer and contact with the brand, we were able to determine that the customer was able to successfully redeem this gift card for the full value across multiple transactionsThe first order was placed on December 21, for a *** gift card with a value of $and a purchase price of $The situation has been escalated and the customer has been in contact with ***, here at Raise, and he is working to get a resolution for this customerAs the customer was able to successfully redeem one gift card of the two, we are hoping that he has been able to successfully redeem the other and there was just an oversight on the remaining balances.*** will be in contact with the customer to resolve this situation, and we would like to consider it resolved here at this timeWe will work with the customer until a desirable resolution has been provided

After receiving and reviewing Revdex.com complaint number
background-">*** and the corresponding order number, we can conclude that the current resolution is warrantedOn February 16, the customer made a purchase on Raise.com for a Dressbarn gift card with a value of $for a purchase price of $The customer contacted Raise Member Services on May 28, and expressed to the serving agent that he received an error when checking the gift card balanceAs the order fell outside of the Raise Guarantee period, the agent informed the member that no further action could be takenAt this point the customer requested an email from a supervisorA supervisor emailed the customer and offered $in Raise Rewards for this gift card issue and the trouble the member had on another order that also fell outside of the Raise GuaranteeThat Raise Rewards Credit is already in the customer’s account and ready to be used on a future orderThe Day Money-Back Guarantee is in place to protect the purchase price on all ordersOnce this day period has lapsed, Raise is happy to take a look into a gift card that has a problem to see if there is anything we are able to provideIn this case, the agent viewed the order and saw there was nothing further that could be provided to the customer
We would like to sincerely apologize for any inconvenience this may have caused and look forward to better serving this customer again 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 November 26, 2016, the customer purchased *** e-gift cards for a total value of $1,and a total purchase price of $1,399.34.The customer
reached out to Raise via phone call on December 7, 2016, expressing the gift cards were all showing as invalid and they were not able to redeem them successfullyThe customer also stated they attempted to consolidate the cards into oneDue to the brand’s redemption instructions, only one gift card may be used per online transactionThis information can also be found under the “Delivery & Redemption” section under “Details” on Raise.comThe supporting agent expressed to the customer that this order would need to be sent to our Gift Card Support Team for further review and they would reach out to the customer after 7-business daysOn December 26, 2016, the customer contacted Raise again via phone call inquiring about an update regarding this caseThere was a pending refund that was started by the previous agent on this order which was viewable in the customer’s account as “Refund in Progress”The refund was created as a way to quickly resolve the issue once the brand responded back to usThe current supporting agent expressed to the customer that Raise was awaiting response from the brand in order to fully resolve this issueOn January 13, 2017, an agent from our Gift Card Support Team reached out to the customer, after receiving word back from the brand, informing him that the brand would replacing these gift cards along with providing the customer an additional $card as an extension of their apologiesDue to this resolution between the brand and the customer, Raise also informed the customer that we would not be refunding the purchase price due the information provided by the brand.The customer reached out to Raise a third time via phone call on January 18, 2017, expressing their displeasure in the resolution Raise provided due to the customer purchasing new gift cards and therefore, having no need for the original orderThe call was escalated to a supervisor who informed the customer we would further review and resolve the issue within a week, after consulting with our Gift Card Support team again.On January 20, 2017, Raise reached out to the customer again via email informing him that the full purchase price refund of $1,was processed to the original payment method and that it should appear on the customer’s bank statement in 3-business days.Overall, we are pleased to have resolved this issue and we also want to extend our sincerest apology to the customer for the delay in a resolutionWe understand the inconvenience this may have caused and we are actively working on better communicating resolutions between all parties involvedWe hope to better serve this customer in the future and welcome any further questions via email at ***

After receiving and reviewing Revdex.com complaint number *** and the corresponding order numbers, it appears that the current resolution is warranted.The three *** gift cards mentioned in the complaint were purchased by the customer across two different ordersOne order was placed on November 1,
2015, and this order contained the two $gift cards each purchased for $The second order was placed on November 24, for a $gift card with a purchase price of $150.00.The customer contacted Raise Member Services in December in regards to two gift cards from the order with the two $gift cards, but not the same two gift cardsThe gift cards that had a problem were refunded right awayAt that time, both orders were within the Raise Day Guarantee so a refund was offered.At this time, both of the orders are now outside of the Raise Day GuaranteeOutside of the guarantee period, Raise is happy to look into a gift card that has a problem, but cannot guarantee a refund in the same way that we would within the first daysIn this case, the orders fall so far outside of the Raise Day Guarantee period, that no further action can be taken on the ordersWe would like to apologize for the inconvenience and would like to consider the issue resolved at this time

I went to order a gift card online, the charge hit my bank, then I get an email saying if I do not call this number the transaction would be cancelled (AFTER they took the money), I call the number and was asked a ton of personal questions that I refused to answerThis was a freaking gift card purchaseNeedless to say, I cancelled the order

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 satisfactory to me
Sincerely,
*** ***

After receiving Revdex.com complaint number ***, we were able to review the order and offer a solution to the customer.On May 27, 2016, the customer placed an order for gift cards for a total purchase price of $in Raise Order Number ***On July 1, 2017, the customer reached out to
Raise Member Services via email stating that the *** *** Gift Card was not working properly and that he had not used it previously The customer then contacted Raise via phone call the next day, on July 2, 2017, stating the same information as in the emailIn addition to the *** *** Gift Card that was not working, the customer also stated that the IHOP gift card was also not working as intendedThe phone call was escalated to a manager on duty, as the cards could not be refunded as they were outside of our Year Money-Back GuaranteeThe manager also reiterated the same information as the supporting agent and informed the customer that this was unable to be refunded and provided the customer with $in Raise Rewards as compensationThe call was then escalated to the Head Supervisor of our Member Services team, and he would follow up via email on the next day.The customer also sent emails on July 2nd and July 3, relaying more information from the brand as to what happened to the cards.The customer contacted Raise via phone call a second time on July 6, 2017, and requested to speak to a supervisorAfter further review into this order, we were able to offer a one-time courtesy outside of policy refundThe supervisor informed the customer that the refund would be processed that day, and an email would be sent confirming that informationA refund for both the *** *** and IHOP gift cards was processed on July 6, for the full purchase price amount of $122.94.At the time that this order was placed, there was a Day Money-Back Guarantee in place to protect our membersAs of January 2017, that was extended to Full year, so our members can feel even more comfortable when purchasing through RaiseThis policy is in place to protect our members for a longer period of time, and outside of Guarantee requests will normally be rejectedDue to the history of the customer’s accounts, a hold has been placed on the account and no further orders will be processed.We will continue to ensure that Raise policy is adhered to and properly communicatedAs we have provided the customer with a refund as an exception, we feel that this matter has been resolvedWe are pleased to have been able to work towards a resolution with the customer and any other comments or concerns can be sent via email to ***@raise.com

After receiving Revdex.com complaint number ***, we were able to review the order and offer a solution to the
customerOn April 27, the customer purchased a Big Lots gift card with a value of $for a purchase price of $The customer then sent an email to Raise Member Services on June 7, expressing that the gift card was declined in the store and the hotline presented a $balance when called
Unfortunately, the Member Services Team was unable to answer in a timely fashion and we are now happy to offer the customer a refund for the purchase price of the gift cardWe are working to minimize our overall response time as to better serve our membersWe understand that the extra time taken is an inconvenience, and it is our greatest priority to improve our communication with members
The customer’s refund of $was processed as of June 14, and will be reflected back on the customer’s original payment source within 1-business daysWe would like to sincerely apologize to the customer for the inconvenience and the length of time before a response was receivedAt this time we would like to consider the issue resolved and look forward to better serving the customer in the future

After receiving and reviewing Revdex.com complaint number
background-">*** and the corresponding order number, it appears that the customer has been provided the requested resolutionOn May 2, the customer made a purchase on Raise.com for *** gift cardsThe customer contacted Raise Member Services on May 20, and expressed to the serving agent that not all of the gift cards arrivedAt this time, the serving agent refunded the member for the gift cards that had not arrived
One gift card was refunded that the customer had, in fact, received, so that purchase was recharged, but once the customer went to redeem the gift card and was told it had a $balance, the customer was again refunded for the gift card once it had been received in the office
At this time, the customer has been refunded for all six of the *** gift cards reported to have an issue, for a total refund amount of $The last refund was completed as of June 8, and the customer should see the funds returned to her original payment source in 1-business days
We would like to sincerely apologize for the length of time that it took for the customer to receive her final resolution and look forward to better serving her again in the future

After receiving Revdex.com complaint number ***, we were able to review the order in question and provide the customer with a resolution.On November 10, 2016, the customer purchased a P.FChang’s
gift card valued at $for a purchase price of $The customer emailed Raise on December 12, stating that the card was showing a zero balance in store although the brand’s website had detected a balance of $The customer had informed us that they attempted to use the card in the Tucson locationOur Member Services team reached back out to the customer on December 16, via email informing the customer that the brand’s balance checker was still showing a balance of $The serving agent also stated they spoke to a representative from the brand who also stated the balance of $was still presentAs a result, the serving agent refunded the customer based on the amount that they were not able to useA refund of $should have been returned to the customer.Regrettably, the serving agent processed a full purchase price refund of $for the card accidentallyThe agent then had to recharge the customer’s original payment method $to provide the customer with the correct refund totalThe customer emailed Raise back on December 17, stating that they had only seen a charge of $on their account rather than the adjusted refund total of $This was due to the timeframe that is stated at the processing of a refund, which is 3-business days.After further review from our Gift Card Support Team, they determined the card was successfully redeemed in full in the Tucson location that the customer had initially inquired aboutAs a result, the customer was then recharged for the remaining $that they had been refunded forThe following transactions are posted on the brand’s website : Dec 6, Tucson Purchase ($20.29) and Dec 17, Tucson Purchase ($29.71).An agent from our Gift Card Support Team reached out to the customer on December 21, to inform the customer of the recharge and to help clarify all the pending charges that they may see on their account as a resultThe serving agent expressed to the customer that they will see charges on their account : A transaction charge for $40.97, a refund charge for $40.97, a transaction charge for $and a final transaction charge for $24.34.Raise also attempted to reach out to the member twice, on December 22, and December 27, to help explain a bit further the transactions as we understand this could have been a confusing situation at first.Due to the transaction history showing the cards were successfully redeemed in the Tucson location, we cannot hold the sellers responsible for these cardsWe encourage the buyer to reach out to P.FChang’s for details on how these gift cards were redeemedAny correspondence with the brand can be forwarded to *** and we will quickly review and resolve.We understand that this is an unfavorable situation and encourage them to relay any information the brand has given them Again, we would like to apologize to the customer for the trouble that has occurred due to this order