After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, we were able to review the order and offer a solution to the customerOn November 16, the customer placed an order through the Raise marketplace for a [redacted] gift card with a balance of $for a purchase price of $The customer then contacted Raise Member Services in May and expressed to the serving agent that the brand was giving the customer a hard time with redemptionAt that time the serving agent confirmed that the gift card had a full and valid balance, and the Raise Guarantee does not honor refunds for fully valid gift cardsAgain the customer contacted Raise Member Services on August 30, and expressed to the serving agent that the gift card would not apply to an online purchase [redacted] has recently changed they way that a merchandise credit can be applied to an online order and will no longer accept them, so they must be used in storeAs the order falls outside of the Raise Guarantee, no further action could be taken on the order and the customer was offered a promotional code by the serving agent The Raise Guarantee is in place to protect the purchase price for all orders for the first days from the date of purchaseAfter that time frame has passed, we are always happy to look into an order, but cannot guarantee a refund or replacement card in the same way that we would within the first daysWe would, however, like to offer the customer a courtesy, as the issue has persisted for so longA refund of the customer’s out of pocket purchase price, $294.16, has been returned the the original payment source, and will be available in that account within 1-business days depending upon the banking institution We are happy to have been able to provide the customer with this resolution and look forward to better serving her again in the future
Revdex.com: I requested a refund on December and received a full refund on December I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
After receiving Revdex.com complaint number [redacted] we were able to review the orders and offer a solution to the customer.The customer contacted Raise Member Services May 7, During this conversation a [redacted] gift card was addressed directlyThis gift card was purchased from Raise.com on December 18, While the gift card is outside of the Raise Day Guarantee, the agent forwarded the request to the Gift Card Support Team for further reviewThe Gift Card Support Team has a 10-business day response time, and this order was addressed in the order in which it was receivedThe [redacted] gift card was refunded in full as of May 10, 2016, and the customer has been notified via email that it could take 1-business days to see the refund on the original payment source.The other two orders in the complaint have also been addressedThese two orders each contained two [redacted] gift cardsThe first order was placed on December 22, for two [redacted] gift cards, each with a balance of $and a purchase price of $Unfortunately, as of today, the order is days old and so far outside of the Raise Day Guarantee that further action cannot be taken on this order.The second [redacted] order was placed on January 24, for two $gift cards, each with a purchase price of $While this order was also outside of the Raise Day Guarantee, the Gift Card Support Team further reviewed the order and has completed a refund for $71.96, the full purchase price of the two gift cardsThe customer was notified via email as of May 10, 2016.Overall, we are pleased to have resolved two of the three issues for the customer, and apologize that we are unable to refund the third order outside of policyWe look forward to serving the customer again in the future
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 thisWhile it is not the customer services fault that they work for a company that is doing illegal activity I have a friend who purchased 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 businessThere are hundreds of people who clearly have been tricked and I will report this to the chicago police business investigative unit Sincerely, [redacted] ***
We were able to further review [redacted] complaint as well as the three orders provided in her statementWe regret that we were unable to respond to [redacted] support email in a timely manner, and we are actively working to get our response times back to a level we find acceptable Each order mentioned in this complaint has been refunded per [redacted] request and our 100-Day GuaranteeAn email was sent detailing the refunds she has received as wellAdditional compensation has been credited to [redacted] Raise account for the inconvenience she has experienced in this matter Overall, we are pleased to have assisted in this matter and we thank [redacted] for her patience and cooperation
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On December 18, 2016, the customer purchased a $valued [redacted] gift card for a total purchase price of $The customer contacted Raise via live chat on December 19, expressing that the gift card was showing a zero balance the first time they attempted to redeem this gift cardThe supporting agent verified the balance through the brand’s balance checker and it was still showing as the full $valueThe customer had informed the agent that the gift card was showing a zero balance both in store and onlineThe supporting agent informed the customer due to the card showing $on our end, Raise would need to send this card to our Gift Card Support Team for further review.On January 5, 2017, our Gift Card Support Team reached out to the customer that the refund would not be processed due to the redemption information provided to us from the brand.The customer contacted Raise for the second time on January 9, reiterating they attempted to use the card again, and were told in store this card had a zero balanceThe supporting agent informed the customer that this would need to get sent back to our Gift Card Support Team, due to the conflicting information that was providedTypically, this process will take 7-business days and the customer would be notified via email regarding the final outcome.Regrettably, our Gift Card Support Team was unable to respond in a timely fashionThe customer was notified via email on January 30, 2017, that the refund had been processed and would appear on the customer’s bank statement in 3-business daysThere was also a special promotional code good for $off a $or more purchase that was sent in the email as wellWe understand that this is an unacceptable time frame for a customer to wait for a resolution and due to the mismatch in the card’s value at the initial point of contact, it was unable to be resolved immediatelyWe would like to consider the issue resolved at this time and hope that the customer finds a refund and complimentary promotional code a suitable settlementAny further questions can be sent to [redacted] and we’d be happy to further assist
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me [redacted]
After receiving Revdex.com complaint number [redacted] and the corresponding order number, we were able to review the order and offer a resolution to the customer.The customer purchased a [redacted] eGift card on January 4, with a value of $1,for a purchase price of $On January 26, the customer contacted Raise Member Services and expressed to the serving agent that the gift card was not working when he attempted to make his purchaseThe serving agent confirmed that there was an error message and that the order would have to be review by the Gift Card Support Team due to the high value of the purchase.Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was attempted to be resolved after a dispute had already been filed on the orderWhen a dispute is filed, Raise can no longer directly refund the gift card but must work with the customer’s banking institution for the refund.In this case, the information initially submitted to the banking institution by Raise had a discrepancy and the dispute was fought by Raise when it should have been acceptedWe have been notified by our payment processor that the customer should have been refunded through their bank initiallyShould the bank deny their dispute due to the information provided by Raise, as soon as the dispute has been resolved, we will process the refund directly through our payment processorWe would like to extend our deepest apologies for any trouble any inconvenience that this has caused and will continue to work with the customer’s banking institution, and the customer, until his funds have been returned
Complaint: [redacted] I am rejecting this response because: First, I never saw there is a guarantee rule mentioned anywhere on the website, or in my order confirmation email, at least it's not something that obvious to seeYou might include it somewhere in a fine fine print to trap the customer on purposeSecondly, the two times you mentioned are totally wrongMy order happened at 11:16PM on 2/18/2016, and my first phone call with you was around 5/20/2016, which was still within daysI think I made myself pretty clear during the phone call that I refused to accept your $credit as a compensation, which is nothing comparing to $loss that incurred to meAs a customer, I just want to let you know that cheating customer is not the right way to do businessIt is FRAUDIt will hurt your business on a long runBe smart pleaseIt's okay that I lose my money for this time, but I need to let other customers know what happened to me, and hope that this will not happen to anyone else any more Sincerely, [redacted] **
I bought gift cards in ther amount of dollars and waited long than I was told that the order was canceled than I ordered again and I told the guy on the phone that I need the order right away and it took almost hours I told them I wonna cancel the order and they refused to do so they are a company with no trust dont use them they cancel orders without any notice and they will send you the gift cards when you dont need them anymore
Complaint: [redacted] I am rejecting this response because:I'm not entirely rejecting this response because they've made an offer to conditionally return the moneyOnce I get the money back, I will certainly close the deal out.I think that the company should have more integrity in returning dissatisfied customers' moneyIt costs Raise.com nothing to relist the card but it could cost them a lot of lost customer revenue when they get frustrated with their predatory policies and don't want anything else to do with such a business.Again, as soon as the money is refunded, I will close this out as satisfied Sincerely, [redacted]
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On December 14, the customer purchased a [redacted] gift card with a value of $for a purchase price of $through RaiseThe customer then contacted Raise Member Services on June 24, and expressed to the serving agent that she was unsure if she had used the card previously, but at that point it was no longer workingAt that time, the serving agent informed the customer that the order fell outside of the Raise Guarantee, so he was unable to offer her a refund or replacement cardAfter speaking with the serving agent, the customer requested to speak with a supervisorThis request was met and a supervisor for the Member Services Team spoke with the customer and offered her a $Raise Rewards credit to use toward a future purchase, as the order was not longer within the Raise GuaranteeThe customer accepted the credit and it was placed into the Raise accountThe Raise Guarantee for this order lapsed as of March 24, 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 purchaseHad the customer contacted us on or before that date, we would have been able to offer further assistance for the purchaseWe would like to sincerely apologize for any inconvenience this order caused, and look forward to serving the customer again in the future
After receiving Revdex.com complaint number [redacted] , we were able to review the order in question.On November 13, 2016, the customer purchased a Tractor Supply Company electronic gift card valued at $with a purchase price of $The customer then called Raise Member Services on November 14, expressing that they were not aware that the card was electronic, and therefore, good for online use onlyAs a courtesy to the customer, the serving agent reached out to the original seller of the card to see if it was possible for the actual physical card to be sent to the customer.The physical card was then shipped the next day, November 15, and was successfully delivered on November 17, 2016, per the [redacted] websiteThe customer contacted Raise for the second time via phone call on November 27, stating that he misplaced the card and requested for a replacementPer The Raise Guarantee (https://www.raise.com/return-policy), Raise is unable to cover a card that is lost or misplaced by the buyerThe serving agent was able to provide the customer with the serial number as well as the PIN, so the customer would be able to reach out to the brand to have this card redeemed.Later that same day, the customer reached out to Raise for the third time via phone, explaining that his wife who checks the mail every day, informed him that the card never arrived, rather than the card being misplacedThe customer also stated that the card information would not work without the actual physical card being present in store, as it was initially electronic and could only be redeemed onlineThe call was then escalated to a supervisor, who explained to the customer that Raise is unable to refund, as the card was marked as delivered by the ***The supervisor did inform the customer however, that this request would be sent to Gift Card Support team for further review.On November 28, 2016, the customer reached out to Raise for a fourth time, asking about the status of the refund requestThe customer was informed that a supervisor would call him back with the status later that dayThe supervisor called the member back on that same day, informing the customer that due to the card number being read, as well as the card showing as delivered, we were unable to refundThe supervisor also suggested that the customer reach out to [redacted] and file a claim with themThe customer then called back for the fifth time on November 30, requesting a supervisorThe new supervisor then informed the member that he could not overrule the decision from the previous supervisor, based on the information that we hadAs a courtesy, Raise reached out to the member on December 1, via email, expressing that although Raise cannot refund as lost in the mail, we would be able to convert the card back to it’s original form, which is an egift, so the member could redeem the card successfully online as originally intended as listed on our marketplaceThe customer then called Raise that day informing Raise that this solution was acceptable.On December 2, the customer reached out to Raise via phone call for the sixth time, informing the serving supervisor that the brand would not accept any gift cards onlineThe brand confirmed that their gift card systems were down at the moment, but they would be back up within a couple of hours.The brand’s gift card system is currently functioning and we are happy to confirm that the gift card in question was successfully redeemed by the buyer.We 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 inconvenienceWe would be more than happy to address any follow up questions with the customer via email
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order numbers, it appears that the current resolution is warrantedThe customer placed an an order for three [redacted] Coat Factory gift cards on May 21, After this order processed he called into Raise Member Services and spoke to an agent regarding an order placed on his account on May 20, 2016, that he expressed was not his orderThere are very strict procedures for unauthorized purchases here at Raise, so the customer’s account had a hold placed on it until it could be reviewed by our Compliance Team Once under review by the Compliance Team and after a thorough investigation, it was determined that the gift cards were indeed purchased by the customerThis was determined by the location of the order being placed and the device it was placed on had been used to place previous orders on the customer’s accountWhile Raise does not refund for valid gift card purchases, if the customer not longer wants to keep the gift cards once they arrive in the mail, he is welcome to call into the Member Services Team again or send in an email to [redacted] and the agent will provide him with a return shipping labelOnce the gift cards arrive back in the Raise office, the customer will be refunded for the purchase In cases when an account is claimed to have an unauthorized purchase, as mentioned previously, it is taken very seriouslyThe account is placed on a hold so that no future purchases can be made until the investigation has been completedWhile the customer was trying to access the [redacted] gift cards, the account had this security holdThis particular kind of hold does still allow access to prior purchases for the customer, but not through the mobile appAs the customer was told by all of the agents he spoke with on May 21, as well as on May 24, 2016, he still had access to his purchases but would need to use either the website from a computer or even on the mobile browser, but just not through the app At this time, the customer is in the process of having the hold taken off of his account as the investigation has been completedOnce he completes the steps asked of him by the Order Processing Team he will have full access to his account on the mobile app and again able to make purchases We are happy to offer the customer a resolution for the gift cards that he may no longer want, and would like to consider the issue resolved at this time
Complaint: [redacted] I am rejecting this response because: Although I did not contact them until July 2016.....they were notified by [redacted] on July 25th, (less than days after I purchased it) that this card was purchased with a stolen credit card Since Raise.com was notified by the merchant (which Raise did confirm that they were notified of the activation issue - and it would be on the recorded phone call I had with them)...and it was well within the days I should have been contacted and a credit refunded If they are aware of fraudulent activity on a product they are selling most ethical companies would make good with the customer and refund accordingly Sincerely, [redacted]
After receiving Revdex.com complaint number [redacted] and further reviewing the order, we are able to offer the requested resolution.The customer purchased a [redacted] Wholesale Club gift card from Raise.com on December 11, with a value of $for a purchase price of $On March 27, the customer contacted Raise Member Services and expressed to the serving agent that the gift card did not work when attempted in storeThe serving agent then had to escalate the order to the Gift Card Support Team as they must review all orders that are brought to our attention outside of the Raise Day GuaranteeThis order does fall outside of the guarantee period, but we would like to offer the customer a full refund of his purchase priceThe refund has been processed and should be returned to the original payment source within 1-business daysRefund are not usually processed outside of the Raise Day Guarantee, but we understand that this is an unfortunate situationWe do encourage customers to redeem the gift cards within the guarantee period going forwardAt this time we would like to consider the issue resolved and hope to serve this customer again in the future
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, we can conclude that the current resolution is warranted.On 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 supervisor.A 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 order.The 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 customerWe 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 further reviewing Revdex.com complaint number [redacted] we are, unfortunately, unable to offer the customer a different resolution.This gift card was sold from a trusted seller and the funds were verified before the order was processed as wellPer the initial conversation with the supporting agent on January 8, 2017, the customer had mentioned that she initially applied the gift card to her [redacted] account and then deleted the account after the gift card had not applied for the intended rideSince the gift card was applied to the account, the card was devalued and the credits were now accessible via the [redacted] accountHowever, ***’s terms and conditions also state that once an account is deleted, any outstanding credits will be permanently forfeitedIn addition, once a gift code is applied to an account, that code is no longer transferrable to another account, which is why the member was not able to apply the gift card value to a new accountAs the funds are now tied to the account, this does not fall under our Year Money-Back Guarantee (https://www.raise.com/guarantee)In terms of redemption, the gift card was successfully applied and the card now shows as zero balanceAgain, we’d like to sincerely apologize to the customer as we understand how this is a frustrating experienceWe suggest that the customer contact [redacted] directly with the gift card serial number and attempt to retrieve the funds through their Customer Support [redacted] may be able to assist and transfer the funds to a new account in this specific caseWe apologize once more for all the troubles this has caused and at this time, we would like to consider this case resolved in accordance with Raise policy
After receiving Revdex.com complaint number [redacted] , we have reviewed the corresponding order number in conjunction with the complaint.On September 27, the customer purchased a [redacted] eGift/voucher from Raise.com with a value of $and a purchase price of $The customer contacted Raise Member Services on April 24, and expressed to the serving agent that the gift card did not work in storeAt 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 formatUpon this policy change made by [redacted] , Raise reached out to the sellers of the gift cards for orders within the Day Money-Back Guarantee to have the physical cards sent out to the buyersOrders that fell outside of the 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 agents reached out to see if the seller did have the gift card available to send inSellers, like buyer’s, have a 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 days That being the case, the seller of this particular gift card was no longer required to hold onto the physical gift card at the time of the [redacted] policy change and may have destroyed or discarded the physical cardAs a member to member marketplace, the transactions are made between buyer and seller, and Raise acts as the platform through which this can be doneThat being the case, we do not work directly with [redacted] and will be unable to reach out to [redacted] to have a replacement issued We regret to inform the customer that we were unable to retrieve the physical gift card from the seller, as the order does fall outside of the Raise GuaranteeFor 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 periodWe 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 hope to better serve this customer in the future
Overrun by fraudulent sellers Raise is the [redacted] of gift cardsThe major flaw in their model is its susceptibility to physical gift card fraud from very shady sellers who close gift card accounts after shipping themI'm officially done with Raise after dealing with FOUR different cases of seller fraud in the past few monthsIn one case, the fraudulent seller closed the gift card account using their original receipt weeks after I received the card! Although Raise's support team is great and have issued full refunds for all fraudulent transactions, it's clear that Raise management is arrogant and reluctant to make changes that will tackle the seller fraud issueAt the end of the day, an online marketplace is only as good as the trust that can be established and verified between sellers and buyersRaise naively thinks it can solve the seller-buyer trust issue on its own, so you don't have to worry about a seller's reputation before buying anythingYou wouldn't buy anything on [redacted] without knowing with whom you're dealingSo why would you buy a gift card from a totally unknown third party? My advice is to stay away from Raise until they prevent sellers from closing gift ca rds, provide seller ratings, and/or acquire official gift card providers (i.e., merchants, issuers)Raise cannot guarantee any of the gift cards will work even weeks after you receive themSaving a few bucks on a discounted gift card is clearly not worth the risk or the hassle - especially during the holidaysPrepare to be embarrassed when you try to use a closed gift card
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, we were able to review the order and offer a solution to the customerOn November 16, the customer placed an order through the Raise marketplace for a [redacted] gift card with a balance of $for a purchase price of $The customer then contacted Raise Member Services in May and expressed to the serving agent that the brand was giving the customer a hard time with redemptionAt that time the serving agent confirmed that the gift card had a full and valid balance, and the Raise Guarantee does not honor refunds for fully valid gift cardsAgain the customer contacted Raise Member Services on August 30, and expressed to the serving agent that the gift card would not apply to an online purchase [redacted] has recently changed they way that a merchandise credit can be applied to an online order and will no longer accept them, so they must be used in storeAs the order falls outside of the Raise Guarantee, no further action could be taken on the order and the customer was offered a promotional code by the serving agent The Raise Guarantee is in place to protect the purchase price for all orders for the first days from the date of purchaseAfter that time frame has passed, we are always happy to look into an order, but cannot guarantee a refund or replacement card in the same way that we would within the first daysWe would, however, like to offer the customer a courtesy, as the issue has persisted for so longA refund of the customer’s out of pocket purchase price, $294.16, has been returned the the original payment source, and will be available in that account within 1-business days depending upon the banking institution We are happy to have been able to provide the customer with this resolution and look forward to better serving her again in the future
Revdex.com: I requested a refund on December and received a full refund on December I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
After receiving Revdex.com complaint number [redacted] we were able to review the orders and offer a solution to the customer.The customer contacted Raise Member Services May 7, During this conversation a [redacted] gift card was addressed directlyThis gift card was purchased from Raise.com on December 18, While the gift card is outside of the Raise Day Guarantee, the agent forwarded the request to the Gift Card Support Team for further reviewThe Gift Card Support Team has a 10-business day response time, and this order was addressed in the order in which it was receivedThe [redacted] gift card was refunded in full as of May 10, 2016, and the customer has been notified via email that it could take 1-business days to see the refund on the original payment source.The other two orders in the complaint have also been addressedThese two orders each contained two [redacted] gift cardsThe first order was placed on December 22, for two [redacted] gift cards, each with a balance of $and a purchase price of $Unfortunately, as of today, the order is days old and so far outside of the Raise Day Guarantee that further action cannot be taken on this order.The second [redacted] order was placed on January 24, for two $gift cards, each with a purchase price of $While this order was also outside of the Raise Day Guarantee, the Gift Card Support Team further reviewed the order and has completed a refund for $71.96, the full purchase price of the two gift cardsThe customer was notified via email as of May 10, 2016.Overall, we are pleased to have resolved two of the three issues for the customer, and apologize that we are unable to refund the third order outside of policyWe look forward to serving the customer again in the future
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 thisWhile it is not the customer services fault that they work for a company that is doing illegal activity I have a friend who purchased 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 businessThere are hundreds of people who clearly have been tricked and I will report this to the chicago police business investigative unit Sincerely, [redacted] ***
We were able to further review [redacted] complaint as well as the three orders provided in her statementWe regret that we were unable to respond to [redacted] support email in a timely manner, and we are actively working to get our response times back to a level we find acceptable Each order mentioned in this complaint has been refunded per [redacted] request and our 100-Day GuaranteeAn email was sent detailing the refunds she has received as wellAdditional compensation has been credited to [redacted] Raise account for the inconvenience she has experienced in this matter Overall, we are pleased to have assisted in this matter and we thank [redacted] for her patience and cooperation
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On December 18, 2016, the customer purchased a $valued [redacted] gift card for a total purchase price of $The customer contacted Raise via live chat on December 19, expressing that the gift card was showing a zero balance the first time they attempted to redeem this gift cardThe supporting agent verified the balance through the brand’s balance checker and it was still showing as the full $valueThe customer had informed the agent that the gift card was showing a zero balance both in store and onlineThe supporting agent informed the customer due to the card showing $on our end, Raise would need to send this card to our Gift Card Support Team for further review.On January 5, 2017, our Gift Card Support Team reached out to the customer that the refund would not be processed due to the redemption information provided to us from the brand.The customer contacted Raise for the second time on January 9, reiterating they attempted to use the card again, and were told in store this card had a zero balanceThe supporting agent informed the customer that this would need to get sent back to our Gift Card Support Team, due to the conflicting information that was providedTypically, this process will take 7-business days and the customer would be notified via email regarding the final outcome.Regrettably, our Gift Card Support Team was unable to respond in a timely fashionThe customer was notified via email on January 30, 2017, that the refund had been processed and would appear on the customer’s bank statement in 3-business daysThere was also a special promotional code good for $off a $or more purchase that was sent in the email as wellWe understand that this is an unacceptable time frame for a customer to wait for a resolution and due to the mismatch in the card’s value at the initial point of contact, it was unable to be resolved immediatelyWe would like to consider the issue resolved at this time and hope that the customer finds a refund and complimentary promotional code a suitable settlementAny further questions can be sent to [redacted] and we’d be happy to further assist
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me [redacted]
After receiving Revdex.com complaint number [redacted] and the corresponding order number, we were able to review the order and offer a resolution to the customer.The customer purchased a [redacted] eGift card on January 4, with a value of $1,for a purchase price of $On January 26, the customer contacted Raise Member Services and expressed to the serving agent that the gift card was not working when he attempted to make his purchaseThe serving agent confirmed that there was an error message and that the order would have to be review by the Gift Card Support Team due to the high value of the purchase.Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was attempted to be resolved after a dispute had already been filed on the orderWhen a dispute is filed, Raise can no longer directly refund the gift card but must work with the customer’s banking institution for the refund.In this case, the information initially submitted to the banking institution by Raise had a discrepancy and the dispute was fought by Raise when it should have been acceptedWe have been notified by our payment processor that the customer should have been refunded through their bank initiallyShould the bank deny their dispute due to the information provided by Raise, as soon as the dispute has been resolved, we will process the refund directly through our payment processorWe would like to extend our deepest apologies for any trouble any inconvenience that this has caused and will continue to work with the customer’s banking institution, and the customer, until his funds have been returned
Complaint: [redacted] I am rejecting this response because: First, I never saw there is a guarantee rule mentioned anywhere on the website, or in my order confirmation email, at least it's not something that obvious to seeYou might include it somewhere in a fine fine print to trap the customer on purposeSecondly, the two times you mentioned are totally wrongMy order happened at 11:16PM on 2/18/2016, and my first phone call with you was around 5/20/2016, which was still within daysI think I made myself pretty clear during the phone call that I refused to accept your $credit as a compensation, which is nothing comparing to $loss that incurred to meAs a customer, I just want to let you know that cheating customer is not the right way to do businessIt is FRAUDIt will hurt your business on a long runBe smart pleaseIt's okay that I lose my money for this time, but I need to let other customers know what happened to me, and hope that this will not happen to anyone else any more Sincerely, [redacted] **
I bought gift cards in ther amount of dollars and waited long than I was told that the order was canceled than I ordered again and I told the guy on the phone that I need the order right away and it took almost hours I told them I wonna cancel the order and they refused to do so they are a company with no trust dont use them they cancel orders without any notice and they will send you the gift cards when you dont need them anymore
Complaint: [redacted] I am rejecting this response because:I'm not entirely rejecting this response because they've made an offer to conditionally return the moneyOnce I get the money back, I will certainly close the deal out.I think that the company should have more integrity in returning dissatisfied customers' moneyIt costs Raise.com nothing to relist the card but it could cost them a lot of lost customer revenue when they get frustrated with their predatory policies and don't want anything else to do with such a business.Again, as soon as the money is refunded, I will close this out as satisfied Sincerely, [redacted]
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On December 14, the customer purchased a [redacted] gift card with a value of $for a purchase price of $through RaiseThe customer then contacted Raise Member Services on June 24, and expressed to the serving agent that she was unsure if she had used the card previously, but at that point it was no longer workingAt that time, the serving agent informed the customer that the order fell outside of the Raise Guarantee, so he was unable to offer her a refund or replacement cardAfter speaking with the serving agent, the customer requested to speak with a supervisorThis request was met and a supervisor for the Member Services Team spoke with the customer and offered her a $Raise Rewards credit to use toward a future purchase, as the order was not longer within the Raise GuaranteeThe customer accepted the credit and it was placed into the Raise accountThe Raise Guarantee for this order lapsed as of March 24, 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 purchaseHad the customer contacted us on or before that date, we would have been able to offer further assistance for the purchaseWe would like to sincerely apologize for any inconvenience this order caused, and look forward to serving the customer again in the future
After receiving Revdex.com complaint number [redacted] , we were able to review the order in question.On November 13, 2016, the customer purchased a Tractor Supply Company electronic gift card valued at $with a purchase price of $The customer then called Raise Member Services on November 14, expressing that they were not aware that the card was electronic, and therefore, good for online use onlyAs a courtesy to the customer, the serving agent reached out to the original seller of the card to see if it was possible for the actual physical card to be sent to the customer.The physical card was then shipped the next day, November 15, and was successfully delivered on November 17, 2016, per the [redacted] websiteThe customer contacted Raise for the second time via phone call on November 27, stating that he misplaced the card and requested for a replacementPer The Raise Guarantee (https://www.raise.com/return-policy), Raise is unable to cover a card that is lost or misplaced by the buyerThe serving agent was able to provide the customer with the serial number as well as the PIN, so the customer would be able to reach out to the brand to have this card redeemed.Later that same day, the customer reached out to Raise for the third time via phone, explaining that his wife who checks the mail every day, informed him that the card never arrived, rather than the card being misplacedThe customer also stated that the card information would not work without the actual physical card being present in store, as it was initially electronic and could only be redeemed onlineThe call was then escalated to a supervisor, who explained to the customer that Raise is unable to refund, as the card was marked as delivered by the ***The supervisor did inform the customer however, that this request would be sent to Gift Card Support team for further review.On November 28, 2016, the customer reached out to Raise for a fourth time, asking about the status of the refund requestThe customer was informed that a supervisor would call him back with the status later that dayThe supervisor called the member back on that same day, informing the customer that due to the card number being read, as well as the card showing as delivered, we were unable to refundThe supervisor also suggested that the customer reach out to [redacted] and file a claim with themThe customer then called back for the fifth time on November 30, requesting a supervisorThe new supervisor then informed the member that he could not overrule the decision from the previous supervisor, based on the information that we hadAs a courtesy, Raise reached out to the member on December 1, via email, expressing that although Raise cannot refund as lost in the mail, we would be able to convert the card back to it’s original form, which is an egift, so the member could redeem the card successfully online as originally intended as listed on our marketplaceThe customer then called Raise that day informing Raise that this solution was acceptable.On December 2, the customer reached out to Raise via phone call for the sixth time, informing the serving supervisor that the brand would not accept any gift cards onlineThe brand confirmed that their gift card systems were down at the moment, but they would be back up within a couple of hours.The brand’s gift card system is currently functioning and we are happy to confirm that the gift card in question was successfully redeemed by the buyer.We 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 inconvenienceWe would be more than happy to address any follow up questions with the customer via email
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order numbers, it appears that the current resolution is warrantedThe customer placed an an order for three [redacted] Coat Factory gift cards on May 21, After this order processed he called into Raise Member Services and spoke to an agent regarding an order placed on his account on May 20, 2016, that he expressed was not his orderThere are very strict procedures for unauthorized purchases here at Raise, so the customer’s account had a hold placed on it until it could be reviewed by our Compliance Team Once under review by the Compliance Team and after a thorough investigation, it was determined that the gift cards were indeed purchased by the customerThis was determined by the location of the order being placed and the device it was placed on had been used to place previous orders on the customer’s accountWhile Raise does not refund for valid gift card purchases, if the customer not longer wants to keep the gift cards once they arrive in the mail, he is welcome to call into the Member Services Team again or send in an email to [redacted] and the agent will provide him with a return shipping labelOnce the gift cards arrive back in the Raise office, the customer will be refunded for the purchase In cases when an account is claimed to have an unauthorized purchase, as mentioned previously, it is taken very seriouslyThe account is placed on a hold so that no future purchases can be made until the investigation has been completedWhile the customer was trying to access the [redacted] gift cards, the account had this security holdThis particular kind of hold does still allow access to prior purchases for the customer, but not through the mobile appAs the customer was told by all of the agents he spoke with on May 21, as well as on May 24, 2016, he still had access to his purchases but would need to use either the website from a computer or even on the mobile browser, but just not through the app At this time, the customer is in the process of having the hold taken off of his account as the investigation has been completedOnce he completes the steps asked of him by the Order Processing Team he will have full access to his account on the mobile app and again able to make purchases We are happy to offer the customer a resolution for the gift cards that he may no longer want, and would like to consider the issue resolved at this time
Complaint: [redacted] I am rejecting this response because: Although I did not contact them until July 2016.....they were notified by [redacted] on July 25th, (less than days after I purchased it) that this card was purchased with a stolen credit card Since Raise.com was notified by the merchant (which Raise did confirm that they were notified of the activation issue - and it would be on the recorded phone call I had with them)...and it was well within the days I should have been contacted and a credit refunded If they are aware of fraudulent activity on a product they are selling most ethical companies would make good with the customer and refund accordingly Sincerely, [redacted]
After receiving Revdex.com complaint number [redacted] and further reviewing the order, we are able to offer the requested resolution.The customer purchased a [redacted] Wholesale Club gift card from Raise.com on December 11, with a value of $for a purchase price of $On March 27, the customer contacted Raise Member Services and expressed to the serving agent that the gift card did not work when attempted in storeThe serving agent then had to escalate the order to the Gift Card Support Team as they must review all orders that are brought to our attention outside of the Raise Day GuaranteeThis order does fall outside of the guarantee period, but we would like to offer the customer a full refund of his purchase priceThe refund has been processed and should be returned to the original payment source within 1-business daysRefund are not usually processed outside of the Raise Day Guarantee, but we understand that this is an unfortunate situationWe do encourage customers to redeem the gift cards within the guarantee period going forwardAt this time we would like to consider the issue resolved and hope to serve this customer again in the future
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, we can conclude that the current resolution is warranted.On 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 supervisor.A 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 order.The 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 customerWe 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 further reviewing Revdex.com complaint number [redacted] we are, unfortunately, unable to offer the customer a different resolution.This gift card was sold from a trusted seller and the funds were verified before the order was processed as wellPer the initial conversation with the supporting agent on January 8, 2017, the customer had mentioned that she initially applied the gift card to her [redacted] account and then deleted the account after the gift card had not applied for the intended rideSince the gift card was applied to the account, the card was devalued and the credits were now accessible via the [redacted] accountHowever, ***’s terms and conditions also state that once an account is deleted, any outstanding credits will be permanently forfeitedIn addition, once a gift code is applied to an account, that code is no longer transferrable to another account, which is why the member was not able to apply the gift card value to a new accountAs the funds are now tied to the account, this does not fall under our Year Money-Back Guarantee (https://www.raise.com/guarantee)In terms of redemption, the gift card was successfully applied and the card now shows as zero balanceAgain, we’d like to sincerely apologize to the customer as we understand how this is a frustrating experienceWe suggest that the customer contact [redacted] directly with the gift card serial number and attempt to retrieve the funds through their Customer Support [redacted] may be able to assist and transfer the funds to a new account in this specific caseWe apologize once more for all the troubles this has caused and at this time, we would like to consider this case resolved in accordance with Raise policy
After receiving Revdex.com complaint number [redacted] , we have reviewed the corresponding order number in conjunction with the complaint.On September 27, the customer purchased a [redacted] eGift/voucher from Raise.com with a value of $and a purchase price of $The customer contacted Raise Member Services on April 24, and expressed to the serving agent that the gift card did not work in storeAt 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 formatUpon this policy change made by [redacted] , Raise reached out to the sellers of the gift cards for orders within the Day Money-Back Guarantee to have the physical cards sent out to the buyersOrders that fell outside of the 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 agents reached out to see if the seller did have the gift card available to send inSellers, like buyer’s, have a 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 days That being the case, the seller of this particular gift card was no longer required to hold onto the physical gift card at the time of the [redacted] policy change and may have destroyed or discarded the physical cardAs a member to member marketplace, the transactions are made between buyer and seller, and Raise acts as the platform through which this can be doneThat being the case, we do not work directly with [redacted] and will be unable to reach out to [redacted] to have a replacement issued We regret to inform the customer that we were unable to retrieve the physical gift card from the seller, as the order does fall outside of the Raise GuaranteeFor 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 periodWe 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 hope to better serve this customer in the future
Overrun by fraudulent sellers Raise is the [redacted] of gift cardsThe major flaw in their model is its susceptibility to physical gift card fraud from very shady sellers who close gift card accounts after shipping themI'm officially done with Raise after dealing with FOUR different cases of seller fraud in the past few monthsIn one case, the fraudulent seller closed the gift card account using their original receipt weeks after I received the card! Although Raise's support team is great and have issued full refunds for all fraudulent transactions, it's clear that Raise management is arrogant and reluctant to make changes that will tackle the seller fraud issueAt the end of the day, an online marketplace is only as good as the trust that can be established and verified between sellers and buyersRaise naively thinks it can solve the seller-buyer trust issue on its own, so you don't have to worry about a seller's reputation before buying anythingYou wouldn't buy anything on [redacted] without knowing with whom you're dealingSo why would you buy a gift card from a totally unknown third party? My advice is to stay away from Raise until they prevent sellers from closing gift ca rds, provide seller ratings, and/or acquire official gift card providers (i.e., merchants, issuers)Raise cannot guarantee any of the gift cards will work even weeks after you receive themSaving a few bucks on a discounted gift card is clearly not worth the risk or the hassle - especially during the holidaysPrepare to be embarrassed when you try to use a closed gift card