I have purchased gift cards worth $to purchase appliances for my new homeI didn't even get half of them in business days which they have mentioned on their websiteTracking information that they provide on the website is completely inaccurateTracking information from raise.com shows that some of the cards have been scanned at some [redacted] location but I got them alreadyWe can't track the cards with [redacted] website and they themselves don't know where exactly the cards areWhenever I chat with customer care, they simply point me to the tracking information on the website which is complete nonsense and ask me to wait for daysThis is the worst online shopping experienceAs of today its already business days and I haven't got all of my gift cardsI have sent emails to support team to investigate what happened to the remaining gift cards which I suppose to get in business days but no response from themI wonder why they are charging money from the sellers if it is like [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/09/16) */ Dear Ms [redacted] , We were able to further review your account and case with us, and a supervisor at Raise Member Services has attempted to contact you to discuss this matter further An attempt was made to purchase gift cards on your existing Raise accountHowever, this attempt was intercepted by our processing department and a notification was sent to your email on file I assure you that the authorization on your debit card did not go through and the integrity of your personal information was not involved in the processAlthough you may have seen a debit on your statement, it was merely a pending charge that was never authorized by RaiseThis should be reflected in your bank account In addition to reviewing your account, we have also reviewed the phone calls that took place when you called in to alert usThe phone calls do not reflect the level of explanation and customer service that we find appropriate here at Raise and I assure you this will be communicated to our team Please know that we are consistently working to detect unauthorized orders and keep our marketplace safeShould you have any further questions, please do not hesitate to reach out to usWe're happy to help you in any way we can Kind regards, Serena
After receiving Revdex.com complaint number [redacted] , we were able to review the order and offer a solution to the customer.The customer purchased a [redacted] gift card from Raise.com on May 22, with a balance of $and a purchase price of $Later that same day, the customer contacted Raise Member Services and expressed that the [redacted] store location where they had attempted to redeem the gift card, was not accepting the voucher because they had to key in the serial number and could not just scan it.A supervisor for the Member Services Team contacted the [redacted] location that the customer had gone to make the purchase, and they told the supervisor that they do accept vouchers even if they must be keyed in, and that the customer should have no problem redeeming the voucherWhile there has bit of a discrepancy in the information we’ve received regarding the redemption by the customer, we are offering the customer to let us list the gift card again onto the marketplace, and once it sells, we will offer the customer the full refund of the purchase price, $85.17.This procedure must be followed as the gift card still has a full and valid balance, which was confirmed to be accepted at the customer’s location, as we would not want to take away from the seller who sold a valid gift card.Once the gift card sells, the customer will be notified via email and a the refund will appear on the customer’s original payment method within 1-days from the date that the refund is completedWe are happy to be able to resolve this for the customer, and the customer is welcome to pose any questions they still have in the follow up email that will be sent from Raise shortlyWe would like to consider the issue resolved at this time
After receiving Revdex.com complaint number [redacted] , we were able to review the order in questionOrder [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 $50.00.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 assistance.We are working to minimize our overall response time as we understand the extra time taken is an inconvenience, and it is our greatest priority to improve our communication with membersAgain, 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
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 acceptableEach 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 Revdex.com complaint number [redacted] we were able to review the customer’s account and offer a solution.On November 6, 2017, the customer listed two Walmart gift cards for sale on RaiseOne with a value of $and the other with a value of $Typically, cards listed on Raise are live on the marketplace within hours after our Trust & Safety team verifies the balanceBoth cards were verified and live on the marketplace that same dayThe card valued at $35.95, sold in Raise Order Number [redacted] , while the card valued at $5.00, sold in Raise Order Number [redacted] , respectfullyIn total, the customer was owed $for the cards after the 12% commission that Raise takes for selling a card.The customer contacted our Member Services team later that day due to issues they were having with requesting paymentThe customer was receiving an error message stating that they were unable to withdraw funds at that timeThis is caused when a user is attempting to access Raise outside of the United States or is using a VPN that may disguise the user’s locationThese security measures are in place in order to best protect both the buyers and the sellers on our marketplaceThe customer informed the supporting agent that they were using a work computer, which was preventing the customer to withdraw fundsThe supporting agent informed the customer why they were receiving the error message and suggested alternatives that they may use in order to request funds, such as using a mobile browser or a different computer, such as the nearest library.The customer was not able to access the mobile browser to request funds during the chatUnfortunately, the supporting agent did not provide other specifics as to where to locate the option to request funds via the mobile browserWe would like to apologize to the customer for the interaction and we have sent the case to the appropriate parties in order to provide the proper coaching in order to effectively resolve the issueDue to the VPN present, the funds were not able to be requested but we do acknowledge there could have been a better way to handle this interactionWe would like to apologize to the customer once more for the frustration this has caused.We have sent the customer an email via [redacted] @raise.com further explaining why our system does not allow the use of VPNThe customer has also successfully requested payment via [redacted] on November 8, The customer should see the full amount of $in their [redacted] account in 2-business days.At this time, we would like to consider this case closed as the customer has successfully requested their funds for the cards soldAs mentioned, we will provide the supporting agent with the proper coaching in order to best assist our customersWe will also provide our Dev Team with this information so our website can provide proper messaging when a member is attempting to access the site either through a VPN or outside of the United StatesImproving member communication and the total member experience is a major priority for us, and we would like to apologize to the customer for the inconsistency and troubles throughout this processWe are happy to answer any further questions via email at [redacted] @raise.com
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order numbers, it appears that the current resolution is warranted.On December 7, the customer placed an order for a [redacted] gift card with a value of $and a purchase price $The customer contacted Raise Member Services on July 28, and expressed to the serving agent that the gift card should have had a balance of $left but could no longer be redeemedAt the time, the serving agent informed the customer that the order fell outside of the Raise Guarantee and neither a refund nor replacement card could be offeredFor this issue the customer was provided with a promotional code as well as a $Raise Rewards credit as recompenseOn January 28, the customer purchase a [redacted] eGift card through Raise with a value of $for a purchase price of $The customer did not contact Raise Member Services in regards to this order, so no further compensation was previously offered, though the order is outside of the Raise Guarantee meaning that we would not be able to offer a refund or replacement card for this purchase eitherThe customer mentioned a third gift card in the complaint but did not mention an order number, so unfortunately, we are unable to address that gift card as we are unable to locate itWhile 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 purchaseThat being said, we would like to offer the customer a one time courtesy Raise credit of $as this is the purchase price of the unused amount on the [redacted] card as well as the [redacted] card, minus the $that was provided by our Member Services Team and has already been utilized on the member’s accountWe are happy to have been able to provide a resolution and look forward to serving the customer again in the future
Complaint: [redacted] I am rejecting this response because: That still does not resolve the issue of untimely validation of cards I tried to list more cards, and they were not validated within hoursIf I decided to cancel the transaction, I already expsed the information to youThe cards are no longer secure Sincerely, [redacted]
After receiving and reviewing the second rejection to Revdex.com complaint number [redacted] , we are, unfortunately, still unable to change the resolution for the customerAll gift cards are checked multiple times before they enter a customer’s order and are processedA gift card is unable to enter the marketplace if a balance cannot be confirmed on the cardWe have record that this particular gift card entered the marketplace on July 21, and at that time was confirmed to have a full and valid balanceThe customer then purchased the gift card on July 26, 2015, and the gift card was again checked, on that date, before the order could finish processingDuring both of these checks, the gift card was confirmed to have the full and valid $balanceHad the gift card not held this balance, the order would not have successfully processed The message that the customer has received from the brand that the card was never activated can also mean that the gift card was closed down by the brand for various reasonsSome brands’ messages do not change depending on the status of the gift cardOur Gift Card Support Team has been able to confirm that this gift card was initially active when received by the customer, but that status was changed by the brand later onDue to the length of time that has passed since this order was placed and the time since the guarantee period lapsed, we are unable to provide further assistance on the orderWe will continue to ensure that Raise policy is adhered to and properly communicated We feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience
We were able to further review Revdex.com complaint number [redacted] as well as the Raise order in question On January 7, 2016, the customer contacted Raise Member Services about an [redacted] Theatres gift card that was purchased on September 19, She informed us that when she tried to use the gift card, she found that there was a zero balance Because the order was outside our Day Guarantee, the order had to be sent to our Gift Card Support Team for further reviewShe would then be refunded if they were able to determine that the card’s funds varied within the first daysUnfortunately our Gift Card Support Team was unable to reply in a timely manner On February 17, our Gift Card Support Team was able to determine that the issue occurred within the first days of the orderAt this time, a full refund was processed and therefore $was credited back to her original payment sourceWe sincerely apologize for the delay in resolving this issue and are currently working to minimize our response time to an acceptable levelWe hope to be able to serve her again in the future
Complaint: [redacted] I am rejecting this response because: The day guarantee is not acceptable considering the gift cards never expire and the seller can just wait until the days is up and use the gift card before the buyer has a chance to use it knowing that you won't do anything about it after the days is up The seller use this guarantee to their advantage and it seems to happening more often now If the gift card does not have an expiration date, then the guarantee should not expire either You should stand behind the gift cards you sell instead of making it so easy for the seller to steal the funds back after the days is up knowing you won't do anything about it All gift cards can be looked up to see when they were used with a little research This policy is not acceptable Sincerely, [redacted]
Some of the worst customer service I have ever experiencedSent me a blank zero balance [redacted] giftcard and have held my $3,(yes, 3K) hostage for two months while they "processed things." I've spent hours and hours with them, trying to get my money back and have only got the run aroundNow I have to get [redacted] fraud involvedNot only would I not recommend, I've actively warned people about this company
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warrantedOn 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 offered The 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 days While 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 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 process When 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 card In 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 merchandise We 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 and reviewing Revdex.com complaint number [redacted] and the corresponding Card ID, it appears that the current resolution is warrantedOn May 24, 2017, the customer listed a $valued [redacted] gift card for sale for a purchase price of $The card sold in Raise Order Number [redacted] on May 26, The customer requested payment for this card via [redacted] on the same dateOn June 12, 2017, the buyer of this card was refunded by our Member Service team due to the card having an inaccurate balanceUnder our Year Money-Back Guarantee, the buyer was to be refunded and the seller was liable for the card that was sold, which resulted in the customer’s seller account being debitedThe same day, the customer contacted Raise and was inquiring about the seller debit on their accountOur Member Services team informed the customer that this request was being sent to our Gift Card Support Team for further look into the card and the transaction historyThis process will typically take between 7-business daysOn June 13, 2017, an agent from our Gift Card Support Team reached out to the customer via email informing the customer of the transactions that had occurred on the gift cardBased on the information provided to us by the brand, we were unable to reverse the debit as the cards were not redeemed in the buyer’s areaAfter several emails with our Gift Card Support Team, this case was escalated to the Head Supervisor of our Member Services teamThe supporting supervisor was able to work with the customer in finding out more information about the cardThis information included where the card came from as well as where the card was initially redeemedThe supporting supervisor was able to work with the customer and as a result, the initial debit was reversedDue to the special circumstances surrounding this card, the seller was no longer liable for the card that was showing as an inaccurate balance We will continue to work with the customer in finding the root issue of the card, as well as reach out to the brand to inform them of an issue with the cards that were providedIn addition, there is no software vulnerability that would allow a third party to access this card informationAny information that is obtained is kept secure within our website and internally Overall, we are pleased to have resolved this issue and we also want to extend our sincerest apology to the customer for the troubles that this experience has causedWe hope to better serve this customer in the futureAny follow up questions or comments can be sent via email to either [redacted] @raise.com, or to the email address provided by the Head Supervisor of our Member Services team
After receiving Revdex.com complaint number [redacted] we were able to review the order in question and the requested settlement has been providedOn November 25, the customer purchased a [redacted] gift card with a value of $for a purchase price of $which the customer paid for by credit cardThe customer contacted Raise Member Services via email on February 13, expressing that the [redacted] gift card had a $balance when she went to use it in the RestaurantRegrettably, our Member Services Team was unable to respond in a timely fashion and this inquiry was resolved and the customer was notified via email on March 3, This resolution included a full refund for the purchase price of $to the customer’s original payment source We understand that this is an unacceptable time frame for a customer to wait for a resolution and we are actively working to minimize our response times overallWe are pleased to have resolved this issue for the customer and look forward to serving them again in the future
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11959294, and find that this resolution is satisfactory to me Sincerely, Jered [redacted]
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On July 5, the customer purchased a [redacted] Cinemas gift card from Raise.com with a value of $for a purchase price of $85.82, which the customer paid $for after a promo code was appliedThe customer then contacted Raise Member Services on July 11, and expressed to the serving agent that the gift card did not have a balance when he attempted to redeemAt that time the serving agent notified the customer that the order fell outside of the Day Money-Back Guarantee so a refund could not be appliedThe customer then spoke with a supervisor in our Member Services Team who also reiterated the same information.Before a gift card is processed into an order on Raise, the card balance and validity are confirmed through at least two different verification checksAt minimum, one check is run before the gift card enters the marketplace and the second before the card is processed into the customer’s orderGift cards sold on the Raise marketplace do not have an expiration date, while the Raise Guarantee does only guarantee a refund for the purchase price for the first days after the date of purchaseOnce a gift card is processed into a customer’s order, Raise does not go back and periodically recheck the gift cardIf a customer brings a fully processed gift card back to the attention of Raise, at that time another verification check will be doneIn the instance that this problem is brought to light during the Raise Guarantee time frame, the purchase price is fully coveredIn cases when the order is brought to Raise attention outside of the guarantee period, unfortunately, the purchase is not longer covered and no refund can be offered.We would like to sincerely apologize for this inconvenience as the order falls so far outside of the Raise Guarantee that no further action can be taken on the order
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warrantedOn December 7, the customer purchased a [redacted] gift card from Raise.com with a balance of $for a purchase price of $The customer then contacted Raise Member Services on July 8, and expressed to the serving agent that the gift card did not workAt that time the serving agent informed the customer that the order fell outside of the Day Money-Back Guarantee, and offered a promotional code as well as a $Raise Rewards credit as recompense for this issue The Raise Guarantee does hold a strict day time frame, and we ask that customers contact us within that time frame in order to receive the best assistance on ordersWhile some brands have information more readily available for us to retrieve, this is not the same of all brands, and to be uniform in all instances, that is in part, why the Raise Guarantee spans the day period At the time the customer made the purchase on Raise, we can confirm that the gift card did have the full $balance available for useWe understand that this is an unfavorable situation, but are, unfortunately unable to provide the customer with a refund or replacement card as so much time has passed since the lapse of the Raise Guarantee for this order 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 inconvenience
After receiving Revdex.com complaint number 11794604, we were able to review the order and have already offered a solution to the customerOn October 30, the customer placed an order on Raise for an [redacted] gift card, and as the customer mentioned, two gift cards for [redacted] had initially been on the order so that a new user promo code for $off an order of $or more could be appliedUnfortunately, the second card did not process in the order so that the promo code did not successfully apply Our Development team is looking into why the order page did not inform the member that the promo did not apply and still processed and as this is not the customer’s fault, we have issued $in Raise Rewards credit to the customer’s account to apply to a future order, which has been applied to a new order as of October 31, We would like to apologize for the inconvenience in this and look forward to better serving the customer in the future
I have purchased gift cards worth $to purchase appliances for my new homeI didn't even get half of them in business days which they have mentioned on their websiteTracking information that they provide on the website is completely inaccurateTracking information from raise.com shows that some of the cards have been scanned at some [redacted] location but I got them alreadyWe can't track the cards with [redacted] website and they themselves don't know where exactly the cards areWhenever I chat with customer care, they simply point me to the tracking information on the website which is complete nonsense and ask me to wait for daysThis is the worst online shopping experienceAs of today its already business days and I haven't got all of my gift cardsI have sent emails to support team to investigate what happened to the remaining gift cards which I suppose to get in business days but no response from themI wonder why they are charging money from the sellers if it is like [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/09/16) */ Dear Ms [redacted] , We were able to further review your account and case with us, and a supervisor at Raise Member Services has attempted to contact you to discuss this matter further An attempt was made to purchase gift cards on your existing Raise accountHowever, this attempt was intercepted by our processing department and a notification was sent to your email on file I assure you that the authorization on your debit card did not go through and the integrity of your personal information was not involved in the processAlthough you may have seen a debit on your statement, it was merely a pending charge that was never authorized by RaiseThis should be reflected in your bank account In addition to reviewing your account, we have also reviewed the phone calls that took place when you called in to alert usThe phone calls do not reflect the level of explanation and customer service that we find appropriate here at Raise and I assure you this will be communicated to our team Please know that we are consistently working to detect unauthorized orders and keep our marketplace safeShould you have any further questions, please do not hesitate to reach out to usWe're happy to help you in any way we can Kind regards, Serena
After receiving Revdex.com complaint number [redacted] , we were able to review the order and offer a solution to the customer.The customer purchased a [redacted] gift card from Raise.com on May 22, with a balance of $and a purchase price of $Later that same day, the customer contacted Raise Member Services and expressed that the [redacted] store location where they had attempted to redeem the gift card, was not accepting the voucher because they had to key in the serial number and could not just scan it.A supervisor for the Member Services Team contacted the [redacted] location that the customer had gone to make the purchase, and they told the supervisor that they do accept vouchers even if they must be keyed in, and that the customer should have no problem redeeming the voucherWhile there has bit of a discrepancy in the information we’ve received regarding the redemption by the customer, we are offering the customer to let us list the gift card again onto the marketplace, and once it sells, we will offer the customer the full refund of the purchase price, $85.17.This procedure must be followed as the gift card still has a full and valid balance, which was confirmed to be accepted at the customer’s location, as we would not want to take away from the seller who sold a valid gift card.Once the gift card sells, the customer will be notified via email and a the refund will appear on the customer’s original payment method within 1-days from the date that the refund is completedWe are happy to be able to resolve this for the customer, and the customer is welcome to pose any questions they still have in the follow up email that will be sent from Raise shortlyWe would like to consider the issue resolved at this time
After receiving Revdex.com complaint number [redacted] , we were able to review the order in questionOrder [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 $50.00.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 assistance.We are working to minimize our overall response time as we understand the extra time taken is an inconvenience, and it is our greatest priority to improve our communication with membersAgain, 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
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 acceptableEach 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 Revdex.com complaint number [redacted] we were able to review the customer’s account and offer a solution.On November 6, 2017, the customer listed two Walmart gift cards for sale on RaiseOne with a value of $and the other with a value of $Typically, cards listed on Raise are live on the marketplace within hours after our Trust & Safety team verifies the balanceBoth cards were verified and live on the marketplace that same dayThe card valued at $35.95, sold in Raise Order Number [redacted] , while the card valued at $5.00, sold in Raise Order Number [redacted] , respectfullyIn total, the customer was owed $for the cards after the 12% commission that Raise takes for selling a card.The customer contacted our Member Services team later that day due to issues they were having with requesting paymentThe customer was receiving an error message stating that they were unable to withdraw funds at that timeThis is caused when a user is attempting to access Raise outside of the United States or is using a VPN that may disguise the user’s locationThese security measures are in place in order to best protect both the buyers and the sellers on our marketplaceThe customer informed the supporting agent that they were using a work computer, which was preventing the customer to withdraw fundsThe supporting agent informed the customer why they were receiving the error message and suggested alternatives that they may use in order to request funds, such as using a mobile browser or a different computer, such as the nearest library.The customer was not able to access the mobile browser to request funds during the chatUnfortunately, the supporting agent did not provide other specifics as to where to locate the option to request funds via the mobile browserWe would like to apologize to the customer for the interaction and we have sent the case to the appropriate parties in order to provide the proper coaching in order to effectively resolve the issueDue to the VPN present, the funds were not able to be requested but we do acknowledge there could have been a better way to handle this interactionWe would like to apologize to the customer once more for the frustration this has caused.We have sent the customer an email via [redacted] @raise.com further explaining why our system does not allow the use of VPNThe customer has also successfully requested payment via [redacted] on November 8, The customer should see the full amount of $in their [redacted] account in 2-business days.At this time, we would like to consider this case closed as the customer has successfully requested their funds for the cards soldAs mentioned, we will provide the supporting agent with the proper coaching in order to best assist our customersWe will also provide our Dev Team with this information so our website can provide proper messaging when a member is attempting to access the site either through a VPN or outside of the United StatesImproving member communication and the total member experience is a major priority for us, and we would like to apologize to the customer for the inconsistency and troubles throughout this processWe are happy to answer any further questions via email at [redacted] @raise.com
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order numbers, it appears that the current resolution is warranted.On December 7, the customer placed an order for a [redacted] gift card with a value of $and a purchase price $The customer contacted Raise Member Services on July 28, and expressed to the serving agent that the gift card should have had a balance of $left but could no longer be redeemedAt the time, the serving agent informed the customer that the order fell outside of the Raise Guarantee and neither a refund nor replacement card could be offeredFor this issue the customer was provided with a promotional code as well as a $Raise Rewards credit as recompenseOn January 28, the customer purchase a [redacted] eGift card through Raise with a value of $for a purchase price of $The customer did not contact Raise Member Services in regards to this order, so no further compensation was previously offered, though the order is outside of the Raise Guarantee meaning that we would not be able to offer a refund or replacement card for this purchase eitherThe customer mentioned a third gift card in the complaint but did not mention an order number, so unfortunately, we are unable to address that gift card as we are unable to locate itWhile 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 purchaseThat being said, we would like to offer the customer a one time courtesy Raise credit of $as this is the purchase price of the unused amount on the [redacted] card as well as the [redacted] card, minus the $that was provided by our Member Services Team and has already been utilized on the member’s accountWe are happy to have been able to provide a resolution and look forward to serving the customer again in the future
Complaint: [redacted] I am rejecting this response because: That still does not resolve the issue of untimely validation of cards I tried to list more cards, and they were not validated within hoursIf I decided to cancel the transaction, I already expsed the information to youThe cards are no longer secure Sincerely, [redacted]
After receiving and reviewing the second rejection to Revdex.com complaint number [redacted] , we are, unfortunately, still unable to change the resolution for the customerAll gift cards are checked multiple times before they enter a customer’s order and are processedA gift card is unable to enter the marketplace if a balance cannot be confirmed on the cardWe have record that this particular gift card entered the marketplace on July 21, and at that time was confirmed to have a full and valid balanceThe customer then purchased the gift card on July 26, 2015, and the gift card was again checked, on that date, before the order could finish processingDuring both of these checks, the gift card was confirmed to have the full and valid $balanceHad the gift card not held this balance, the order would not have successfully processed The message that the customer has received from the brand that the card was never activated can also mean that the gift card was closed down by the brand for various reasonsSome brands’ messages do not change depending on the status of the gift cardOur Gift Card Support Team has been able to confirm that this gift card was initially active when received by the customer, but that status was changed by the brand later onDue to the length of time that has passed since this order was placed and the time since the guarantee period lapsed, we are unable to provide further assistance on the orderWe will continue to ensure that Raise policy is adhered to and properly communicated We feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience
We were able to further review Revdex.com complaint number [redacted] as well as the Raise order in question On January 7, 2016, the customer contacted Raise Member Services about an [redacted] Theatres gift card that was purchased on September 19, She informed us that when she tried to use the gift card, she found that there was a zero balance Because the order was outside our Day Guarantee, the order had to be sent to our Gift Card Support Team for further reviewShe would then be refunded if they were able to determine that the card’s funds varied within the first daysUnfortunately our Gift Card Support Team was unable to reply in a timely manner On February 17, our Gift Card Support Team was able to determine that the issue occurred within the first days of the orderAt this time, a full refund was processed and therefore $was credited back to her original payment sourceWe sincerely apologize for the delay in resolving this issue and are currently working to minimize our response time to an acceptable levelWe hope to be able to serve her again in the future
Complaint: [redacted] I am rejecting this response because: The day guarantee is not acceptable considering the gift cards never expire and the seller can just wait until the days is up and use the gift card before the buyer has a chance to use it knowing that you won't do anything about it after the days is up The seller use this guarantee to their advantage and it seems to happening more often now If the gift card does not have an expiration date, then the guarantee should not expire either You should stand behind the gift cards you sell instead of making it so easy for the seller to steal the funds back after the days is up knowing you won't do anything about it All gift cards can be looked up to see when they were used with a little research This policy is not acceptable Sincerely, [redacted]
Some of the worst customer service I have ever experiencedSent me a blank zero balance [redacted] giftcard and have held my $3,(yes, 3K) hostage for two months while they "processed things." I've spent hours and hours with them, trying to get my money back and have only got the run aroundNow I have to get [redacted] fraud involvedNot only would I not recommend, I've actively warned people about this company
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warrantedOn 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 offered The 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 days While 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 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 process When 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 card In 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 merchandise We 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 and reviewing Revdex.com complaint number [redacted] and the corresponding Card ID, it appears that the current resolution is warrantedOn May 24, 2017, the customer listed a $valued [redacted] gift card for sale for a purchase price of $The card sold in Raise Order Number [redacted] on May 26, The customer requested payment for this card via [redacted] on the same dateOn June 12, 2017, the buyer of this card was refunded by our Member Service team due to the card having an inaccurate balanceUnder our Year Money-Back Guarantee, the buyer was to be refunded and the seller was liable for the card that was sold, which resulted in the customer’s seller account being debitedThe same day, the customer contacted Raise and was inquiring about the seller debit on their accountOur Member Services team informed the customer that this request was being sent to our Gift Card Support Team for further look into the card and the transaction historyThis process will typically take between 7-business daysOn June 13, 2017, an agent from our Gift Card Support Team reached out to the customer via email informing the customer of the transactions that had occurred on the gift cardBased on the information provided to us by the brand, we were unable to reverse the debit as the cards were not redeemed in the buyer’s areaAfter several emails with our Gift Card Support Team, this case was escalated to the Head Supervisor of our Member Services teamThe supporting supervisor was able to work with the customer in finding out more information about the cardThis information included where the card came from as well as where the card was initially redeemedThe supporting supervisor was able to work with the customer and as a result, the initial debit was reversedDue to the special circumstances surrounding this card, the seller was no longer liable for the card that was showing as an inaccurate balance We will continue to work with the customer in finding the root issue of the card, as well as reach out to the brand to inform them of an issue with the cards that were providedIn addition, there is no software vulnerability that would allow a third party to access this card informationAny information that is obtained is kept secure within our website and internally Overall, we are pleased to have resolved this issue and we also want to extend our sincerest apology to the customer for the troubles that this experience has causedWe hope to better serve this customer in the futureAny follow up questions or comments can be sent via email to either [redacted] @raise.com, or to the email address provided by the Head Supervisor of our Member Services team
After receiving Revdex.com complaint number [redacted] we were able to review the order in question and the requested settlement has been providedOn November 25, the customer purchased a [redacted] gift card with a value of $for a purchase price of $which the customer paid for by credit cardThe customer contacted Raise Member Services via email on February 13, expressing that the [redacted] gift card had a $balance when she went to use it in the RestaurantRegrettably, our Member Services Team was unable to respond in a timely fashion and this inquiry was resolved and the customer was notified via email on March 3, This resolution included a full refund for the purchase price of $to the customer’s original payment source We understand that this is an unacceptable time frame for a customer to wait for a resolution and we are actively working to minimize our response times overallWe are pleased to have resolved this issue for the customer and look forward to serving them again in the future
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11959294, and find that this resolution is satisfactory to me Sincerely, Jered [redacted]
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On July 5, the customer purchased a [redacted] Cinemas gift card from Raise.com with a value of $for a purchase price of $85.82, which the customer paid $for after a promo code was appliedThe customer then contacted Raise Member Services on July 11, and expressed to the serving agent that the gift card did not have a balance when he attempted to redeemAt that time the serving agent notified the customer that the order fell outside of the Day Money-Back Guarantee so a refund could not be appliedThe customer then spoke with a supervisor in our Member Services Team who also reiterated the same information.Before a gift card is processed into an order on Raise, the card balance and validity are confirmed through at least two different verification checksAt minimum, one check is run before the gift card enters the marketplace and the second before the card is processed into the customer’s orderGift cards sold on the Raise marketplace do not have an expiration date, while the Raise Guarantee does only guarantee a refund for the purchase price for the first days after the date of purchaseOnce a gift card is processed into a customer’s order, Raise does not go back and periodically recheck the gift cardIf a customer brings a fully processed gift card back to the attention of Raise, at that time another verification check will be doneIn the instance that this problem is brought to light during the Raise Guarantee time frame, the purchase price is fully coveredIn cases when the order is brought to Raise attention outside of the guarantee period, unfortunately, the purchase is not longer covered and no refund can be offered.We would like to sincerely apologize for this inconvenience as the order falls so far outside of the Raise Guarantee that no further action can be taken on the order
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warrantedOn December 7, the customer purchased a [redacted] gift card from Raise.com with a balance of $for a purchase price of $The customer then contacted Raise Member Services on July 8, and expressed to the serving agent that the gift card did not workAt that time the serving agent informed the customer that the order fell outside of the Day Money-Back Guarantee, and offered a promotional code as well as a $Raise Rewards credit as recompense for this issue The Raise Guarantee does hold a strict day time frame, and we ask that customers contact us within that time frame in order to receive the best assistance on ordersWhile some brands have information more readily available for us to retrieve, this is not the same of all brands, and to be uniform in all instances, that is in part, why the Raise Guarantee spans the day period At the time the customer made the purchase on Raise, we can confirm that the gift card did have the full $balance available for useWe understand that this is an unfavorable situation, but are, unfortunately unable to provide the customer with a refund or replacement card as so much time has passed since the lapse of the Raise Guarantee for this order 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 inconvenience
After receiving Revdex.com complaint number 11794604, we were able to review the order and have already offered a solution to the customerOn October 30, the customer placed an order on Raise for an [redacted] gift card, and as the customer mentioned, two gift cards for [redacted] had initially been on the order so that a new user promo code for $off an order of $or more could be appliedUnfortunately, the second card did not process in the order so that the promo code did not successfully apply Our Development team is looking into why the order page did not inform the member that the promo did not apply and still processed and as this is not the customer’s fault, we have issued $in Raise Rewards credit to the customer’s account to apply to a future order, which has been applied to a new order as of October 31, We would like to apologize for the inconvenience in this and look forward to better serving the customer in the future