After receiving and further reviewing Revdex.com complaint number [redacted] we are happy to further address the concerns that the customer has presented, as well as further explain the information that was needed to resolve this issue.At the initial point of contact on January 23, 2017, the handling supervisor was assisting the customer with the cards that the customer had called in aboutAccording to the notes provided, the customer was unable to provide the card numbers or the Card ID of the cards in questionIn order to refund the correct cards, we needed that information in order to make the transaction fair to both the buyer and the sellerWhen the customer checked the other cards and found no balance on them as well, the supervisor informed the customer that these would be sent to our Gift Card Support Team for further review as we needed to verify what happened to all of these cards.Because of the limited information that we had in regards to the redemption of these cards, we asked the customer if it would be possible to provide any transaction history or proof from the brand that these cards were invalid and they were unable to redeem themWhenever a card may go bad, based on the information that is provided by customer, our Gift Card Support Team looks into the issue and will approve or deny the refund based on what they find from the brand and the sellerIn this case, with the little information provided, they were unable to review in a proper manner.Recently, our SVP of Operations also reached out to the customer to better explain the process as well as obtain the needed information in order to resolve.We’d like to sincerely apologize once more to the customer for this experience and the delay in receiving a resolutionAs mentioned, we have refunded all orders for their full purchase price and emails have been sent to the customer as well confirming this.Every day we are improving the quality and the selection of the gift cards on our marketplace as well as the verification process needed for sellersWe also hope to improve the communication process with our members as well as the overall member experienceAt this time, we would like to consider this issue resolved and any further questions or comments about this experience can be sent to [redacted]
Complaint: [redacted] I am rejecting this response because: As I have stated several times for each time you have reached out to me, this is not what your guarantee is When I said that I had used "about $20", I have no idea how accurate that is Since the card was reported fraudulent (JITB's words, not mine), I should be refunded the entire amount of my purchase, as it clearly states in your 100-day guarantee: For days from the date of purchase, the Raise Guarantee covers: Gift cards that are not active Gift cards with an inaccurate balance Gift cards received as a different brand than ordered Gift cards not received within days from the date of purchase and The Raise Guarantee covers the purchase price of the gift card, not any savings or discount the buyer received As I had explained to one of your customer support agents, if you had, even in good faith, sold me car that turned out to be stolen (which is tantamount to what happened here), would I be expected to pay a "rental fee" for the time I used it? That idea is preposterous, but that is what you are expecting here You cannot rewrite a contract that you failed to follow through on after the factAt the end of the day, I just do not want to buy from a company that sells stolen gift cards and then does not honor the guarantee that is sets forth before purchase You can "spin" it however you want to but those are the facts of this situation [redacted]
We were able to further review Revdex.com complaint number [redacted] as well as the customer’s order and Raise accountThe order [redacted] was placed on May 5, and contained one [redacted] gift card valued at $The customer paid $for this gift cardOn January 13, 2016, the customer called our Member Services department to let us know that he was unable to use the full amount on this cardAccording to her, he was able to use about $of the gift card, not too long after she purchased the gift cardUnfortunately, this order fell well outside our Day GuaranteeFor this reason, we are unable to submit a refundOur Day Guarantee states that your purchase price will be protected if an issue should arise within the first days after your order is placedFor this reason, we encourage our members to use their gift cards within this time frame.We regret that a follow up email was not sent in a more timely manner, causing our customer to wait for answersWe have been working diligently to ensure that communication is efficient and transparent with our membersA credit of $has been added to this customer’s Raise account, which will automatically apply to their next orderWe hope to be able to serve this customer again in the future and urge them to call Member Services at [redacted] if they have any further questions
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On August 2, the customer placed an order on Raise for three [redacted] gift cards of varying values and pricesThe customer then contacted Raise Member Services on May 1, and expressed to the serving agent that the eCards were no longer available for him to view in the Raise appAt that time the serving agent informed the customer that the order fell outside of the Raise Guarantee and a promotional code for a future purchase was offeredThe Raise Guarantee is in place to protect the purchase price of all orders for the first days from the purchase dateAfter that strict time frame has passed, we are happy to look into an order but cannot guarantee a refund or replacement card in the same way we would within the first daysWhile this order does fall outside of the Day Money-Back Guarantee, as a courtesy, we would like to offer the customer $in Raise Rewards creditThis can be used toward a future purchase or purchases on Raise and will automatically apply to the next order placedThe credit is now in the customer’s account, and if there are any questions we are happy to answer them if the customer emails us at [redacted] At this time we are happy to have been able to offer a resolution to the customer and would like to consider the issue resolved at this time
After receiving complaint number rgb(255, 255, 255);"> [redacted] we were able to review the order and offer a solution to the customerOn February 16th the customer purchased two [redacted] gift cards, one with a value of $for a purchase price of $and the other with a value of $for a purchase price of $The customer initially contacted Raise Member Services via email on February 20th and the serving agent responded on February 22nd asking for further information to better assist the customer with her inquiryThe customer answered us very quickly, but due to the value of the order it did need to be sent for review by the Gift Card Support Team 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 3rd We want to assure the customer that every gift card is verified at least once before entering the marketplace and at least once more before processing in an orderSellers, much like the gift cards, must also be verified, before listing gift cards on the marketplaceAdditionally any issues with a specific seller are dealt with by our Seller Performance TeamThese instances are handled internally to ensure that our sellers are held to the highest of standards We 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 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 hope to better serve this customer in the future
After receiving Revdex.com complaint [redacted] we were able to review the Raise account and order in question, and provide a resolution to the customer.On December 14th, 2015, the customer, [redacted] submitted an order on the [redacted] version of the Raise mobile application This order was placed at 1:AM CST and was automatically completed less than a minute later, then delivered to the customer's Raise account This order was for a [redacted] eGift card with a value of $ The listed price of this card was $15.48, but with an additional $discount with a “Reward” applied The ending cost of $was charged to the customer’s [redacted] credit card[redacted] contacted Raise Member Services via email on December 14th, claiming that she had purchased this gift card through the mobile application accidentally The customer was attempting to apply a promotional code, but had inadvertently submitted the order instead of applying the discount code first.The customer emailed once again on December 18th, frustrated with the time it was taking to receive a response from our team An agent responded to her request on December 22nd in hopes of resolving her issue [redacted] responded several hours later with the promotional code that she had failed to apply to her order Unfortunately, this promotional code never would have applied to the order in question, as it had recently expired The order also did not meet the minimum requirements, which was a $order total, for this expired promotional code We apologize for any technical issues the member had while using her [redacted] app to place this order, as well as the delay in response [redacted] was informed of other promotional codes that are still valid, but demanded a refund instead Regrettably, this situation would not warrant a refund under the Raise Day Guarantee This 100% money-back guarantee protects customers that are unable to use a gift card because of specific issues with the gift card itself, and states that “Neglecting to apply a promotional code before a purchase” would not be covered.The customer was also informed that a Raise agent would gladly guide her through relisting the gift card on her account to recoup the amount spent, as well as profit from the $Reward that had applied to her order The fee for selling a gift card would have also been offset by adding credit to her Raise account for an order in the future The customer refused and continued to demand a refund.As a courtesy, Raise permitted the return of this [redacted] gift card and offer a full refund to the customer At this time, $was refunded to the member’s original payment source The $reward that had been applied to this order was also credited back to the customer’s Raise account to be used on an order in the future, should the customer choose to place another We apologize for the inconvenience this may have caused, but overall we believe we have met this member’s needs
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number ( [redacted] ), it appears that the current resolution is warranted.On February 2, 2017, the customer purchased a $valued AMC Theatres egift/voucher (with a listing price of $42.00) along with a $ valued [redacted] gift card (with a listing price of $11.33) for a total of $The customer also used a first time user promotional code on this order that was good for $off a $or more purchaseThe final purchase price for this order was $after the promotional code was deducted.On March 24, 2017, the customer contacted Raise via live chat informing the supporting agent that the AMC Theatres gift card they had purchased was not working properlyThe customer had informed to the supporting agent that she had added this egift/voucher into her “AMC Stubs Account” and the card was removed, along with the remaining balance as it was marked as invalid by the brandThe supporting agent interpreted that the customer was able to use $of the card which explained the adjusted refund amount that was initially offered, which was $In addition, because the brand had also requested the funds back from the customer, the supporting agent had requested documentation from the brand stating this for our recordsThis information was requested by our Gift Card Support Team so they could follow up with the brand with more details about what happened to this cardThe supporting agent had informed the customer once that documentation had been received, we would be able to move forward with the refund.The customer also reached out to Raise via [redacted] on 3/requesting a resolution to this issue as well.After further review into this case, the customer is indeed protected by our Year Money-Back Guarantee as this is an invalid cardWe will be processing this refund for the total of $34.12, which takes into account the first time promotional code that the member usedThis refund takes into account both the promo code and the [redacted] card that was purchased on this orderThis refund will also be sent in the form of a physical check, as requested by the customerThis will be sent the billing address on file to the customer and it should arrive in 3-daysWe also kindly ask the customer to send us an image of any documentation they receive from the brand at their earliest convenience.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 resolution, as well as the inconvenience this whole experience has causedIn addition to the refund, we have added $in Raise Rewards to the customer’s account as an extension of our apologiesIf the customer would like to use us again, those rewards will be there to use at her earliest convenienceWe hope to better serve this customer in the future and any further questions or concerns can be sent to [redacted]
This company has no concern for its customers! I purchased $worth of gift cards for [redacted] from them I specifically made sure they were e-gift cards because I didn't trust the by mail option I used the first one and all went well However the next time I went to use the card it said it would be shipped via *** I figured I would give them a month to send me the cards The cards never came! I attempted to call their customer service to find out what happened to my cards but I was 25th in line! I did not have all day to sit on the phone in order to speak with someone After that experience I completely forgot to call back as I was months pregnant and had other things to worry about I just called today and was told by customer service that because it is past their day policy there is nothing they can do! What happened to my money?! Clearly someone has it, therefore I should receive the product I paid for! This is the worst customer service I have ever received!
We have further reviewed Revdex.com complaint number [redacted] as well as the customer’s Raise order and accountOrder [redacted] was placed on January 31, This order contained a $ [redacted] gift cardOn February 6, the customer called into our Member Services department to let us know that there was a zero balance on this gift card and she was unable to use itDue to the high value of this gift card, the order was sent to our Gift Card Support Team for further reviewShe was informed that it may take 10-business days to reach a resolutionThis is a longer timeframe than we find acceptable, but due to an influx in inquiries, our response time has increased for the time beingWe are working to minimize our response time so as to better assist our membersA $credit has been added to this Raise account due to the inconvenienceThis credit will automatically apply to her next order of $or moreWe sincerely appreciate the customer’s patience in this matter and we hope to serve her again in the future
After receiving Revdex.com complaint rgb(255, 255, 255);"> [redacted] , we were able to review the Raise account and order in question, and provide a resolution to the customerThe customer, Mr [redacted] D***, placed an order on the Raise website at 1:PM CST on November 28th, This order was placed on an account in [redacted] name This order contained a $ [redacted] eGift card which allowed for a voucher that could be used online as well as in an [redacted] store The customer paid $for this $gift cardOn December 6th, 2015, Mr [redacted] emailed Raise Member Services regarding the issue with this gift card He claimed that when at the [redacted] store, multiple employees entered the gift card number for redemption towards his purchase, and concluded that the gift card number and/or PIN were incorrect Mr [redacted] proceeded with this purchase, using his personal credit cardMr [redacted] emailed Raise again on December 9th inquiring about his refund The final attempt to contact us was also via email on December 12th, Unfortunately, our Member Services team was unable to handle this issue in a more acceptable timeframe On December 29th, our team submitted a refund for the full purchase price of $to the customer’s [redacted] credit card He was then immediately notified and offered apology for the trouble, as well as delay in responseWe sincerely apologize for the inconvenience this issue has caused the customer Our team is actively working to ensure Mr***, as well as every customer of Raise, receives the attention and response they deserve in a more timely manner
After receiving complaint number rgb(255, 255, 255);"> [redacted] , we were able to review the order and offer a solution to the customerThe customer contacted Raise Member Services via email on March 16, and received a response from a Member Services Agent on March 17, The inquiry was regarding an order placed on Raise.com for an [redacted] gift card valued at $purchased at a $priceA screenshot of the error message was provided on the initial email, however it was blurry so the serving agent asked the customer to send in another image of the error that was more clearAs asked, the customer did provide the new screenshot of the error messageRegrettably, the Member Services Team was unable to respond in a timely mannerAs of March 24, the customer was refunded the full $purchase price and notified via email We would like to sincerely apologize to the customer for the wait time on a resolutionAt this time we would like to consider this issue resolved and hope to better serve this customer again in the future
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 Sincerely, [redacted] ***
After receiving complaint number rgb(255, 255, 255);"> [redacted] , we were able to review the order and offer a solution to the customerThe customer purchased five [redacted] eGift cards from Raise.com on February 27th One of the eGift cards, that the customer was able to successfully redeem, was purchased with a value of $at a purchase price of $The other four gift cards in this order were each purchased with a value of $for a purchase price of $which the customer paid for by credit card On February 29th the customer contacted Raise Member Services via phone call and notified the serving agent that the four $gift cards were not applying to her orderAt that time the agent requested, per Raise policy, a screenshot of the error message the customer was receiving to confirm what the issue may beUnfortunately for some brands we are unable to see the issue from our end as we do not have access to the customer’s ***, or other brand, accountThe screenshots provide us with exactly what the customer is seeing so we can take the correct following stepsThe customer did not want to comply, so that agent followed up but was unable to take further action until the screenshots had been receivedAgain, the customer contacted Raise, this time via email, to report the same issue, and was again asked for the error message which was also refusedOn the customer’s third contact the screenshot of the error message was provided Unfortunately, once this message was received the follow up steps were not completed in a timely manner and the resolution to this inquiry was not offered to the customer until today, March 4th The customer has received a refund confirmation for all of the $ [redacted] gift cards totaling a refund amount of $The full refund process can take up to 1-business days to complete on the side of the bank but has already been fully processed by RaiseOverall, we are pleased to have resolved this issue and we also want to extend our sincerest apology to the customer for the delay in communicationRaise is actively working to minimize our response times across the boardWe look forward to serving this customer again in the future
After receiving Revdex.com complaint [redacted] , we have reviewed the complaint and order, and have offered the customer a solution.The customer purchased a Cigars International gift card from Raise.com on February 14, for a value of $at a purchase price of $The customer contacted Raise Member Services on February 17, expressing that the gift card was not workingAt this time the order was escalated to the Gift Card Support Team due to the gift card brandSome brands are reviewed by the Gift Card Support Team before further action can be taken.Currently, the Gift Card Support Team does have a 10-business day response timeRegrettably, even beyond that time frame they were unable to respond to the customer in a timely mannerThe Gift Card Support Team was able to get in contact with the brand, Cigars International, and were able to determine that it was an error on their part, that the gift card was not acceptedOnce this information was obtained from the brand, we reached out to the customer to confirm if he would like the refund or the credit back to his Cigars International account that was offered through us to the customerThe customer did reach back out to us via phone on March 21, and, with his response, we were able to refund him for the full purchase price of the gift cardWe would like to sincerely apologize for the trouble regarding this order and hope that we have the opportunity to serve this member again in the future
Complaint: [redacted] I am rejecting this response because: If I understand correctly, Raise feels that the day policy should relieve them of any responsibility to their consumer So effectively, a product that does not have an expiration date is only good for days if purchased through this site and should be advertised as such Where did the $go? Respectfully, [redacted]
After receiving and further reviewing Revdex.com complaint number [redacted] , we are, unfortunately, unable to offer the customer a different resolution, but would be happy to address the concerns presentedAs mentioned previously, the Delivery & Redemption information is available for viewing before a purchase is madeThis is inserted as an additional tool that customers may use to better understand the marketplace and any additional terms a brand may have in regards to the redemption of a gift cardThe Delivery & Redemption information is also shown before the customer clicks on “Proceed to Checkout”As a member to member marketplace, we do not have the ability to create, activate, or issue gift cardsWe simply connect buyers and sellers and facilitate a transaction In addition, our Year Money-Back Guarantee is in place to protect customers if they experience troubles with a gift card that is not active, has an inaccurate balance, as well as gift cards delivered as a different brand than ordered and gift cards not received within days from the date of purchaseOur Year Money-Back Guarantee does not cover misinterpretation of how a particular gift card is redeemedMore information about our Year Money-Back Guarantee is available by following this link ( [redacted] /guarantee)Our goal is to respond to our customer’s inquiries as quickly and efficiently as possibleWe also provide the alternative of customers contacting us via live chat days a week from A.Mto P.MCT as well as via phone days a week from A.Mto P.MCTWe apologize that the supporting agent was not able to respond until a couple days after the inquiryWe understand that the extra time taken is an inconvenience, and it is our greatest priority to improve our communication with members We feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On June 27, the customer placed an order on Raise.com for an [redacted] gift card with a balance of $for a purchase price of $The customer then contacted Raise Member Services on June 30, and expressed to the serving agent that the brand did not accept the gift card and canceled the orderThe brand issued a new gift card to the customer when the order had been canceled.The customer did not want to keep the gift card due to the brand canceling the order initiallyUnfortunately, Raise cannot offer a refund on a gift card with a full and valid balanceAs the customer did not want to keep the new gift card, a request to look into it further was sent to the Gift Card Support TeamThe team was able to confirm that the new gift card number had been used by the customer to place a new and successful order with [redacted] If the customer is still having trouble placing orders on [redacted] we would be happy to have a Member Services agent assist on a three way call with the customer and the brand to confirm that the gift card was not the customer’s purchase and was purchased through Raise, so that the account can be righted.We apologize for this inconvenience but are glad that the customer was able to utilize the funds from the gift card, and would like to consider the issue resolved at this time
After receiving Revdex.com complaint number [redacted] , we were able to review the account and the available funds and offer a solution to the customer.On November 10, 2016, the customer listed two [redacted] Restaurants gift cards for sale for $eachBoth of those cards sold on the same date in Raise Order Number [redacted] As these were physical cards that needed to be sent to the buyer, the customer proceeded to send out the physical cards in order to get paidThe available funds were available and the customer was able to request those funds at their earliest convenience.However, as this customer signed up with Raise as part of our Bulk Seller program, our Seller Success team needed information in order to have their account fully verified and completed.Our Seller Success team requested that the customer upload a federally issued tax document such as an SS-form to fully complete the process as a Bulk Selling business on RaiseUnfortunately, the document uploaded was not the necessary information that was needed and the funds were not able to be withdrawn immediately due to the account status being held upAs the correct document was not uploaded, we were unfortunately unable to approve the account at that time.We would like to apologize to the customer for the delay in resolving this caseOur Seller Success team can be reached via phone call Monday-Friday from AM - PM CST They will be best suited to answer any follow up questions the customer may have.At this time, there is currently $in available funds for the customer to request at their earliest convenienceThe account has been temporarily approved and the funds will be accessible via the customer’s Raise accountThe customer may also choose the payment method that they preferWe would like to consider this case resolved as the account and the funds have been approvedAny follow up questions can be sent via email to [redacted] @raise.com or by contacting our Seller Success team at ( [redacted]
After reviewing the customer’s rejection response in regards to complaint number [redacted] and the order in question again, Raise is unable to provide a different resolution, but we are happy to further explain our processWhen a review is completed by the Gift Card Support Team, for security reasons, the transaction history is not always given outThat information is accessible to the customer through the brand as they are the owner of the gift cardIn regards to the order for this member, we know that the address on the Raise account is in Texas, though as previously mentioned, the customer confirmed a portion of the gift card had been used by them and that merchandise, as well as the merchandise purchased with the other portion of the gift card that the customer claimed to be unauthorized, were sent to the same address in FloridaIt is not a requirement of Raise to use the billing address from the Raise account when using the gift cards to purchase merchandiseWe hope that the provided information is helpful in understanding the process that was taken by Raise to resolve the concerns for this customer and would like to consider this issue resolvedWe do hope to better serve this customer again in the future
After receiving Revdex.com complaint number [redacted] , we were able to review the order in question Order [redacted] was placed by the customer on September 29, for two gift cards, one for Starbucks Coffee and one for [redacted] **The total purchase price for the [redacted] card was $with a value of $The customer contacted Raise on October 3, by both phone and email notifying us that they desired to cancel this order as they did not realize the [redacted] card was only applicable for online useThe agent informed the customer that due to the gift card having a full balance, we were unable to cancel the order for misinterpretation of how a particular gift card is redeemed, as stated in the Day Money-Back Guarantee (https://www.raise.com/return-policy) The customer reached out to Raise again on November 6th, and November 10th, to notify us that they were not able to use the [redacted] gift card online as it was showing as invalidRegrettably, our Member Services Team was unable to respond in a timely fashion and this inquiry was responded to on November 16th, The agent informed the customer that the gift card was still indeed valid, as it was showing a full balance onlineThe balance was double checked in a test order to ensure validityAs a result, we have requested an image of the error message, to better understand what the issue may be and offer further assistanceWe are working to minimize our overall response time as we understand the extra time taken is an inconvenience, and it is our greatest priority to improve our communication with members Again, we would like to apologize for any inconvenience this has caused for the customer and are happy to continue to work with them through email to make sure the issue is resolved
After receiving and further reviewing Revdex.com complaint number [redacted] we are happy to further address the concerns that the customer has presented, as well as further explain the information that was needed to resolve this issue.At the initial point of contact on January 23, 2017, the handling supervisor was assisting the customer with the cards that the customer had called in aboutAccording to the notes provided, the customer was unable to provide the card numbers or the Card ID of the cards in questionIn order to refund the correct cards, we needed that information in order to make the transaction fair to both the buyer and the sellerWhen the customer checked the other cards and found no balance on them as well, the supervisor informed the customer that these would be sent to our Gift Card Support Team for further review as we needed to verify what happened to all of these cards.Because of the limited information that we had in regards to the redemption of these cards, we asked the customer if it would be possible to provide any transaction history or proof from the brand that these cards were invalid and they were unable to redeem themWhenever a card may go bad, based on the information that is provided by customer, our Gift Card Support Team looks into the issue and will approve or deny the refund based on what they find from the brand and the sellerIn this case, with the little information provided, they were unable to review in a proper manner.Recently, our SVP of Operations also reached out to the customer to better explain the process as well as obtain the needed information in order to resolve.We’d like to sincerely apologize once more to the customer for this experience and the delay in receiving a resolutionAs mentioned, we have refunded all orders for their full purchase price and emails have been sent to the customer as well confirming this.Every day we are improving the quality and the selection of the gift cards on our marketplace as well as the verification process needed for sellersWe also hope to improve the communication process with our members as well as the overall member experienceAt this time, we would like to consider this issue resolved and any further questions or comments about this experience can be sent to [redacted]
Complaint: [redacted] I am rejecting this response because: As I have stated several times for each time you have reached out to me, this is not what your guarantee is When I said that I had used "about $20", I have no idea how accurate that is Since the card was reported fraudulent (JITB's words, not mine), I should be refunded the entire amount of my purchase, as it clearly states in your 100-day guarantee: For days from the date of purchase, the Raise Guarantee covers: Gift cards that are not active Gift cards with an inaccurate balance Gift cards received as a different brand than ordered Gift cards not received within days from the date of purchase and The Raise Guarantee covers the purchase price of the gift card, not any savings or discount the buyer received As I had explained to one of your customer support agents, if you had, even in good faith, sold me car that turned out to be stolen (which is tantamount to what happened here), would I be expected to pay a "rental fee" for the time I used it? That idea is preposterous, but that is what you are expecting here You cannot rewrite a contract that you failed to follow through on after the factAt the end of the day, I just do not want to buy from a company that sells stolen gift cards and then does not honor the guarantee that is sets forth before purchase You can "spin" it however you want to but those are the facts of this situation [redacted]
We were able to further review Revdex.com complaint number [redacted] as well as the customer’s order and Raise accountThe order [redacted] was placed on May 5, and contained one [redacted] gift card valued at $The customer paid $for this gift cardOn January 13, 2016, the customer called our Member Services department to let us know that he was unable to use the full amount on this cardAccording to her, he was able to use about $of the gift card, not too long after she purchased the gift cardUnfortunately, this order fell well outside our Day GuaranteeFor this reason, we are unable to submit a refundOur Day Guarantee states that your purchase price will be protected if an issue should arise within the first days after your order is placedFor this reason, we encourage our members to use their gift cards within this time frame.We regret that a follow up email was not sent in a more timely manner, causing our customer to wait for answersWe have been working diligently to ensure that communication is efficient and transparent with our membersA credit of $has been added to this customer’s Raise account, which will automatically apply to their next orderWe hope to be able to serve this customer again in the future and urge them to call Member Services at [redacted] if they have any further questions
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On August 2, the customer placed an order on Raise for three [redacted] gift cards of varying values and pricesThe customer then contacted Raise Member Services on May 1, and expressed to the serving agent that the eCards were no longer available for him to view in the Raise appAt that time the serving agent informed the customer that the order fell outside of the Raise Guarantee and a promotional code for a future purchase was offeredThe Raise Guarantee is in place to protect the purchase price of all orders for the first days from the purchase dateAfter that strict time frame has passed, we are happy to look into an order but cannot guarantee a refund or replacement card in the same way we would within the first daysWhile this order does fall outside of the Day Money-Back Guarantee, as a courtesy, we would like to offer the customer $in Raise Rewards creditThis can be used toward a future purchase or purchases on Raise and will automatically apply to the next order placedThe credit is now in the customer’s account, and if there are any questions we are happy to answer them if the customer emails us at [redacted] At this time we are happy to have been able to offer a resolution to the customer and would like to consider the issue resolved at this time
After receiving complaint number rgb(255, 255, 255);"> [redacted] we were able to review the order and offer a solution to the customerOn February 16th the customer purchased two [redacted] gift cards, one with a value of $for a purchase price of $and the other with a value of $for a purchase price of $The customer initially contacted Raise Member Services via email on February 20th and the serving agent responded on February 22nd asking for further information to better assist the customer with her inquiryThe customer answered us very quickly, but due to the value of the order it did need to be sent for review by the Gift Card Support Team 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 3rd We want to assure the customer that every gift card is verified at least once before entering the marketplace and at least once more before processing in an orderSellers, much like the gift cards, must also be verified, before listing gift cards on the marketplaceAdditionally any issues with a specific seller are dealt with by our Seller Performance TeamThese instances are handled internally to ensure that our sellers are held to the highest of standards We 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 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 hope to better serve this customer in the future
After receiving Revdex.com complaint [redacted] we were able to review the Raise account and order in question, and provide a resolution to the customer.On December 14th, 2015, the customer, [redacted] submitted an order on the [redacted] version of the Raise mobile application This order was placed at 1:AM CST and was automatically completed less than a minute later, then delivered to the customer's Raise account This order was for a [redacted] eGift card with a value of $ The listed price of this card was $15.48, but with an additional $discount with a “Reward” applied The ending cost of $was charged to the customer’s [redacted] credit card[redacted] contacted Raise Member Services via email on December 14th, claiming that she had purchased this gift card through the mobile application accidentally The customer was attempting to apply a promotional code, but had inadvertently submitted the order instead of applying the discount code first.The customer emailed once again on December 18th, frustrated with the time it was taking to receive a response from our team An agent responded to her request on December 22nd in hopes of resolving her issue [redacted] responded several hours later with the promotional code that she had failed to apply to her order Unfortunately, this promotional code never would have applied to the order in question, as it had recently expired The order also did not meet the minimum requirements, which was a $order total, for this expired promotional code We apologize for any technical issues the member had while using her [redacted] app to place this order, as well as the delay in response [redacted] was informed of other promotional codes that are still valid, but demanded a refund instead Regrettably, this situation would not warrant a refund under the Raise Day Guarantee This 100% money-back guarantee protects customers that are unable to use a gift card because of specific issues with the gift card itself, and states that “Neglecting to apply a promotional code before a purchase” would not be covered.The customer was also informed that a Raise agent would gladly guide her through relisting the gift card on her account to recoup the amount spent, as well as profit from the $Reward that had applied to her order The fee for selling a gift card would have also been offset by adding credit to her Raise account for an order in the future The customer refused and continued to demand a refund.As a courtesy, Raise permitted the return of this [redacted] gift card and offer a full refund to the customer At this time, $was refunded to the member’s original payment source The $reward that had been applied to this order was also credited back to the customer’s Raise account to be used on an order in the future, should the customer choose to place another We apologize for the inconvenience this may have caused, but overall we believe we have met this member’s needs
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number ( [redacted] ), it appears that the current resolution is warranted.On February 2, 2017, the customer purchased a $valued AMC Theatres egift/voucher (with a listing price of $42.00) along with a $ valued [redacted] gift card (with a listing price of $11.33) for a total of $The customer also used a first time user promotional code on this order that was good for $off a $or more purchaseThe final purchase price for this order was $after the promotional code was deducted.On March 24, 2017, the customer contacted Raise via live chat informing the supporting agent that the AMC Theatres gift card they had purchased was not working properlyThe customer had informed to the supporting agent that she had added this egift/voucher into her “AMC Stubs Account” and the card was removed, along with the remaining balance as it was marked as invalid by the brandThe supporting agent interpreted that the customer was able to use $of the card which explained the adjusted refund amount that was initially offered, which was $In addition, because the brand had also requested the funds back from the customer, the supporting agent had requested documentation from the brand stating this for our recordsThis information was requested by our Gift Card Support Team so they could follow up with the brand with more details about what happened to this cardThe supporting agent had informed the customer once that documentation had been received, we would be able to move forward with the refund.The customer also reached out to Raise via [redacted] on 3/requesting a resolution to this issue as well.After further review into this case, the customer is indeed protected by our Year Money-Back Guarantee as this is an invalid cardWe will be processing this refund for the total of $34.12, which takes into account the first time promotional code that the member usedThis refund takes into account both the promo code and the [redacted] card that was purchased on this orderThis refund will also be sent in the form of a physical check, as requested by the customerThis will be sent the billing address on file to the customer and it should arrive in 3-daysWe also kindly ask the customer to send us an image of any documentation they receive from the brand at their earliest convenience.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 resolution, as well as the inconvenience this whole experience has causedIn addition to the refund, we have added $in Raise Rewards to the customer’s account as an extension of our apologiesIf the customer would like to use us again, those rewards will be there to use at her earliest convenienceWe hope to better serve this customer in the future and any further questions or concerns can be sent to [redacted]
This company has no concern for its customers! I purchased $worth of gift cards for [redacted] from them I specifically made sure they were e-gift cards because I didn't trust the by mail option I used the first one and all went well However the next time I went to use the card it said it would be shipped via *** I figured I would give them a month to send me the cards The cards never came! I attempted to call their customer service to find out what happened to my cards but I was 25th in line! I did not have all day to sit on the phone in order to speak with someone After that experience I completely forgot to call back as I was months pregnant and had other things to worry about I just called today and was told by customer service that because it is past their day policy there is nothing they can do! What happened to my money?! Clearly someone has it, therefore I should receive the product I paid for! This is the worst customer service I have ever received!
We have further reviewed Revdex.com complaint number [redacted] as well as the customer’s Raise order and accountOrder [redacted] was placed on January 31, This order contained a $ [redacted] gift cardOn February 6, the customer called into our Member Services department to let us know that there was a zero balance on this gift card and she was unable to use itDue to the high value of this gift card, the order was sent to our Gift Card Support Team for further reviewShe was informed that it may take 10-business days to reach a resolutionThis is a longer timeframe than we find acceptable, but due to an influx in inquiries, our response time has increased for the time beingWe are working to minimize our response time so as to better assist our membersA $credit has been added to this Raise account due to the inconvenienceThis credit will automatically apply to her next order of $or moreWe sincerely appreciate the customer’s patience in this matter and we hope to serve her again in the future
After receiving Revdex.com complaint rgb(255, 255, 255);"> [redacted] , we were able to review the Raise account and order in question, and provide a resolution to the customerThe customer, Mr [redacted] D***, placed an order on the Raise website at 1:PM CST on November 28th, This order was placed on an account in [redacted] name This order contained a $ [redacted] eGift card which allowed for a voucher that could be used online as well as in an [redacted] store The customer paid $for this $gift cardOn December 6th, 2015, Mr [redacted] emailed Raise Member Services regarding the issue with this gift card He claimed that when at the [redacted] store, multiple employees entered the gift card number for redemption towards his purchase, and concluded that the gift card number and/or PIN were incorrect Mr [redacted] proceeded with this purchase, using his personal credit cardMr [redacted] emailed Raise again on December 9th inquiring about his refund The final attempt to contact us was also via email on December 12th, Unfortunately, our Member Services team was unable to handle this issue in a more acceptable timeframe On December 29th, our team submitted a refund for the full purchase price of $to the customer’s [redacted] credit card He was then immediately notified and offered apology for the trouble, as well as delay in responseWe sincerely apologize for the inconvenience this issue has caused the customer Our team is actively working to ensure Mr***, as well as every customer of Raise, receives the attention and response they deserve in a more timely manner
After receiving complaint number rgb(255, 255, 255);"> [redacted] , we were able to review the order and offer a solution to the customerThe customer contacted Raise Member Services via email on March 16, and received a response from a Member Services Agent on March 17, The inquiry was regarding an order placed on Raise.com for an [redacted] gift card valued at $purchased at a $priceA screenshot of the error message was provided on the initial email, however it was blurry so the serving agent asked the customer to send in another image of the error that was more clearAs asked, the customer did provide the new screenshot of the error messageRegrettably, the Member Services Team was unable to respond in a timely mannerAs of March 24, the customer was refunded the full $purchase price and notified via email We would like to sincerely apologize to the customer for the wait time on a resolutionAt this time we would like to consider this issue resolved and hope to better serve this customer again in the future
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 Sincerely, [redacted] ***
After receiving complaint number rgb(255, 255, 255);"> [redacted] , we were able to review the order and offer a solution to the customerThe customer purchased five [redacted] eGift cards from Raise.com on February 27th One of the eGift cards, that the customer was able to successfully redeem, was purchased with a value of $at a purchase price of $The other four gift cards in this order were each purchased with a value of $for a purchase price of $which the customer paid for by credit card On February 29th the customer contacted Raise Member Services via phone call and notified the serving agent that the four $gift cards were not applying to her orderAt that time the agent requested, per Raise policy, a screenshot of the error message the customer was receiving to confirm what the issue may beUnfortunately for some brands we are unable to see the issue from our end as we do not have access to the customer’s ***, or other brand, accountThe screenshots provide us with exactly what the customer is seeing so we can take the correct following stepsThe customer did not want to comply, so that agent followed up but was unable to take further action until the screenshots had been receivedAgain, the customer contacted Raise, this time via email, to report the same issue, and was again asked for the error message which was also refusedOn the customer’s third contact the screenshot of the error message was provided Unfortunately, once this message was received the follow up steps were not completed in a timely manner and the resolution to this inquiry was not offered to the customer until today, March 4th The customer has received a refund confirmation for all of the $ [redacted] gift cards totaling a refund amount of $The full refund process can take up to 1-business days to complete on the side of the bank but has already been fully processed by RaiseOverall, we are pleased to have resolved this issue and we also want to extend our sincerest apology to the customer for the delay in communicationRaise is actively working to minimize our response times across the boardWe look forward to serving this customer again in the future
After receiving Revdex.com complaint [redacted] , we have reviewed the complaint and order, and have offered the customer a solution.The customer purchased a Cigars International gift card from Raise.com on February 14, for a value of $at a purchase price of $The customer contacted Raise Member Services on February 17, expressing that the gift card was not workingAt this time the order was escalated to the Gift Card Support Team due to the gift card brandSome brands are reviewed by the Gift Card Support Team before further action can be taken.Currently, the Gift Card Support Team does have a 10-business day response timeRegrettably, even beyond that time frame they were unable to respond to the customer in a timely mannerThe Gift Card Support Team was able to get in contact with the brand, Cigars International, and were able to determine that it was an error on their part, that the gift card was not acceptedOnce this information was obtained from the brand, we reached out to the customer to confirm if he would like the refund or the credit back to his Cigars International account that was offered through us to the customerThe customer did reach back out to us via phone on March 21, and, with his response, we were able to refund him for the full purchase price of the gift cardWe would like to sincerely apologize for the trouble regarding this order and hope that we have the opportunity to serve this member again in the future
Complaint: [redacted] I am rejecting this response because: If I understand correctly, Raise feels that the day policy should relieve them of any responsibility to their consumer So effectively, a product that does not have an expiration date is only good for days if purchased through this site and should be advertised as such Where did the $go? Respectfully, [redacted]
After receiving and further reviewing Revdex.com complaint number [redacted] , we are, unfortunately, unable to offer the customer a different resolution, but would be happy to address the concerns presentedAs mentioned previously, the Delivery & Redemption information is available for viewing before a purchase is madeThis is inserted as an additional tool that customers may use to better understand the marketplace and any additional terms a brand may have in regards to the redemption of a gift cardThe Delivery & Redemption information is also shown before the customer clicks on “Proceed to Checkout”As a member to member marketplace, we do not have the ability to create, activate, or issue gift cardsWe simply connect buyers and sellers and facilitate a transaction In addition, our Year Money-Back Guarantee is in place to protect customers if they experience troubles with a gift card that is not active, has an inaccurate balance, as well as gift cards delivered as a different brand than ordered and gift cards not received within days from the date of purchaseOur Year Money-Back Guarantee does not cover misinterpretation of how a particular gift card is redeemedMore information about our Year Money-Back Guarantee is available by following this link ( [redacted] /guarantee)Our goal is to respond to our customer’s inquiries as quickly and efficiently as possibleWe also provide the alternative of customers contacting us via live chat days a week from A.Mto P.MCT as well as via phone days a week from A.Mto P.MCTWe apologize that the supporting agent was not able to respond until a couple days after the inquiryWe understand that the extra time taken is an inconvenience, and it is our greatest priority to improve our communication with members We feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On June 27, the customer placed an order on Raise.com for an [redacted] gift card with a balance of $for a purchase price of $The customer then contacted Raise Member Services on June 30, and expressed to the serving agent that the brand did not accept the gift card and canceled the orderThe brand issued a new gift card to the customer when the order had been canceled.The customer did not want to keep the gift card due to the brand canceling the order initiallyUnfortunately, Raise cannot offer a refund on a gift card with a full and valid balanceAs the customer did not want to keep the new gift card, a request to look into it further was sent to the Gift Card Support TeamThe team was able to confirm that the new gift card number had been used by the customer to place a new and successful order with [redacted] If the customer is still having trouble placing orders on [redacted] we would be happy to have a Member Services agent assist on a three way call with the customer and the brand to confirm that the gift card was not the customer’s purchase and was purchased through Raise, so that the account can be righted.We apologize for this inconvenience but are glad that the customer was able to utilize the funds from the gift card, and would like to consider the issue resolved at this time
After receiving Revdex.com complaint number [redacted] , we were able to review the account and the available funds and offer a solution to the customer.On November 10, 2016, the customer listed two [redacted] Restaurants gift cards for sale for $eachBoth of those cards sold on the same date in Raise Order Number [redacted] As these were physical cards that needed to be sent to the buyer, the customer proceeded to send out the physical cards in order to get paidThe available funds were available and the customer was able to request those funds at their earliest convenience.However, as this customer signed up with Raise as part of our Bulk Seller program, our Seller Success team needed information in order to have their account fully verified and completed.Our Seller Success team requested that the customer upload a federally issued tax document such as an SS-form to fully complete the process as a Bulk Selling business on RaiseUnfortunately, the document uploaded was not the necessary information that was needed and the funds were not able to be withdrawn immediately due to the account status being held upAs the correct document was not uploaded, we were unfortunately unable to approve the account at that time.We would like to apologize to the customer for the delay in resolving this caseOur Seller Success team can be reached via phone call Monday-Friday from AM - PM CST They will be best suited to answer any follow up questions the customer may have.At this time, there is currently $in available funds for the customer to request at their earliest convenienceThe account has been temporarily approved and the funds will be accessible via the customer’s Raise accountThe customer may also choose the payment method that they preferWe would like to consider this case resolved as the account and the funds have been approvedAny follow up questions can be sent via email to [redacted] @raise.com or by contacting our Seller Success team at ( [redacted]
After reviewing the customer’s rejection response in regards to complaint number [redacted] and the order in question again, Raise is unable to provide a different resolution, but we are happy to further explain our processWhen a review is completed by the Gift Card Support Team, for security reasons, the transaction history is not always given outThat information is accessible to the customer through the brand as they are the owner of the gift cardIn regards to the order for this member, we know that the address on the Raise account is in Texas, though as previously mentioned, the customer confirmed a portion of the gift card had been used by them and that merchandise, as well as the merchandise purchased with the other portion of the gift card that the customer claimed to be unauthorized, were sent to the same address in FloridaIt is not a requirement of Raise to use the billing address from the Raise account when using the gift cards to purchase merchandiseWe hope that the provided information is helpful in understanding the process that was taken by Raise to resolve the concerns for this customer and would like to consider this issue resolvedWe do hope to better serve this customer again in the future
After receiving Revdex.com complaint number [redacted] , we were able to review the order in question Order [redacted] was placed by the customer on September 29, for two gift cards, one for Starbucks Coffee and one for [redacted] **The total purchase price for the [redacted] card was $with a value of $The customer contacted Raise on October 3, by both phone and email notifying us that they desired to cancel this order as they did not realize the [redacted] card was only applicable for online useThe agent informed the customer that due to the gift card having a full balance, we were unable to cancel the order for misinterpretation of how a particular gift card is redeemed, as stated in the Day Money-Back Guarantee (https://www.raise.com/return-policy) The customer reached out to Raise again on November 6th, and November 10th, to notify us that they were not able to use the [redacted] gift card online as it was showing as invalidRegrettably, our Member Services Team was unable to respond in a timely fashion and this inquiry was responded to on November 16th, The agent informed the customer that the gift card was still indeed valid, as it was showing a full balance onlineThe balance was double checked in a test order to ensure validityAs a result, we have requested an image of the error message, to better understand what the issue may be and offer further assistanceWe are working to minimize our overall response time as we understand the extra time taken is an inconvenience, and it is our greatest priority to improve our communication with members Again, we would like to apologize for any inconvenience this has caused for the customer and are happy to continue to work with them through email to make sure the issue is resolved