Giftly

Initial Business Response /* (1000, 5, 2016/01/20) */
The first and only communication we have received from this customer was in the form of this Revdex.com complaint.
On Friday, December 11, Ms. [redacted] ordered a Giftly greeting card to be shipped to the recipient's address via USPS First-Class Mail....

On the purchase form, it states that the card will be delivered in 5-7 days.
The card was received by the recipient within that timeframe, because the gift was redeemed on Saturday, December 19 using the code printed on the card that was sent in the mail. At this time the recipient requested to receive the funds on a Visa Gift Card in the mail.
The redemption form clearly states that the Visa Gift Card can be expected to arrive in 10-14 days, which would put its delivery date well after Christmas.
The Visa Gift Card has been received and activated by the recipient, and as of January 20, 2016, all but $1.28 of the balance has been spent. Giftly will not be providing a refund for a gift card that has already been spent.

Initial Business Response /* (1000, 5, 2016/01/20) */
This has already been resolved directly with the customer. We have been communicating back and forth with her since December 28, 2015. The $100 gift has been received in the customer's PayPal account as she requested.
On December 19,...

2015, [redacted] redeemed her gift. On the online form, she was presented with three ways to receive the funds that were gifted to her:
- $100 credit to her credit card (takes 1-3 days to hit your account)
- $100 Visa Gift Card in the mail (receive the card in 10-14 days)
- $100 credit to her PayPal account (receive the funds in 7-10 days)
She chose to have the money credited to her Visa credit card. Typically if a payment is going to be unsuccessful, we are notified in real-time by the payment processing system. However, sometimes the payment initiates successfully and we are not notified of a failure until later. This is why we had not notified her of a failure prior to December 29.
On December 29, we reset her gift and [redacted] selected for us to send the funds to her bank account via ACH (a new option), which we advertise as taking 2-3 days. Similar to what happened with the credit card payment we attempted to send, the deposit to her bank account appeared successful from our end. If there is a failure after this point, we will not know about it until we receive an error code back from our bank. Typically this happens within a few days or a week of sending, but sometimes it can take longer depending what went wrong (e.g., account unable to receive funds, typo in account number or routing number, etc.). We do not always receive a detailed explanation of the failure reason from the bank. There was also a bank holiday for New Year's Day during this timeframe, which would slow things down.
As of January 13, we still had not received notification that the transfer had failed and whether the funds were being returned. However, we told [redacted] that we would send the $100 to her a different way rather than making her wait any longer while we tracked down the missing funds.
On January 13, we reset her gift again for her to select a different redemption option or try again to the previous accounts. Resetting the gift also allows the sender (her parents) to request a refund from the Order Details page or through the link in their purchase receipt. As of January 18, [redacted] had not redeemed her gift or responded to our email message, so we sent her an email reminding her that the gift had been reset and offering any assistance.
On January 19, [redacted] requested to receive her $100 gift to her PayPal account via the online form. We were notified that the funds were unclaimed in PayPal because the email address she had entered contained a typo ('yahoo.con' instead of 'yahoo.com'). On January 20, we corrected the error and resent the funds to PayPal. PayPal has confirmed that the payment was successfully received, and we have emailed [redacted] to let her know.
Initial Consumer Rebuttal /* (2000, 8, 2016/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/11/21) */
Our Customer Support Team has already resolved this directly with the merchant.
Per the merchant's request, the pages have been removed from our websites, www.giftly.com and www.treatgiftcards.com.
Whenever a merchant contacts us and...

asks for their listing to be removed, we are happy to do so. We want all participating merchants to be comfortable with our program and understand the customer acquisition value it provides.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/04/29) */
On 03/20/15 we received a concern from The [redacted] about the sale of gift cards for their establishment by Giftly. On that same day we responded by addressing how Giftly works and asked if they would like us to remove the page or take...

any other action. We never heard back until this complaint was sent to us via Revdex.com. Whenever a merchant requests to remove their page, we will do so with no questions asked.
The page has been removed and we have requested that Google delete it from their index as well.
All of the business information on our website is from publicly available directories of businesses. All of our merchant pages can be claimed by the business owner so that they may customize the content if desired. Customers recommend businesses to other customers through the site as well. You get full price paying customers just by having your page listed with us, which is completely free.
Giftly is quite a bit different from traditional gift cards:
https://www.giftly.com/merchants/faq/help
A Giftly is basically a cash gift with a suggestion for where to spend it. Any business can be listed and suggested.
Giftly recipients redeem their gifts through our website and we send the Giftly recipient the gifted funds directly.
When a Giftly recipient comes into your business, they pay you the full amount for their purchase. Customers will not present anything to you. We work with the customer to get them the gifted funds, so there's really nothing you need to do.
Tens of thousands of Giftlys have been given and we've been featured on local and national news:
http://www.nbcbayarea.com/news/local/Giftly-Will-Shake-Up-Gift-Giving-XXXXXXXXX....⇄ /> http://www.bizjournals.com/sanfrancisco/print-edition/2012/12/21/giftly-lets-giv...⇄

Initial Business Response /* (1000, 5, 2016/01/20) */
This has already been resolved directly with the customer. We have been communicating back and forth with her since December 28, 2015. The $100 gift has been received in the customer's PayPal account as she requested.
On December 19, 2015,...

[redacted] redeemed her gift. On the online form, she was presented with three ways to receive the funds that were gifted to her:
- $100 credit to her credit card (takes 1-3 days to hit your account)
- $100 Visa Gift Card in the mail (receive the card in 10-14 days)
- $100 credit to her PayPal account (receive the funds in 7-10 days)
She chose to have the money credited to her Visa credit card. Typically if a payment is going to be unsuccessful, we are notified in real-time by the payment processing system. However, sometimes the payment initiates successfully and we are not notified of a failure until later. This is why we had not notified her of a failure prior to December 29.
On December 29, we reset her gift and [redacted] selected for us to send the funds to her bank account via ACH (a new option), which we advertise as taking 2-3 days. Similar to what happened with the credit card payment we attempted to send, the deposit to her bank account appeared successful from our end. If there is a failure after this point, we will not know about it until we receive an error code back from our bank. Typically this happens within a few days or a week of sending, but sometimes it can take longer depending what went wrong (e.g., account unable to receive funds, typo in account number or routing number, etc.). We do not always receive a detailed explanation of the failure reason from the bank. There was also a bank holiday for New Year's Day during this timeframe, which would slow things down.
As of January 13, we still had not received notification that the transfer had failed and whether the funds were being returned. However, we told [redacted] that we would send the $100 to her a different way rather than making her wait any longer while we tracked down the missing funds.
On January 13, we reset her gift again for her to select a different redemption option or try again to the previous accounts. Resetting the gift also allows the sender (her parents) to request a refund from the Order Details page or through the link in their purchase receipt. As of January 18, [redacted] had not redeemed her gift or responded to our email message, so we sent her an email reminding her that the gift had been reset and offering any assistance.
On January 19, [redacted] requested to receive her $100 gift to her PayPal account via the online form. We were notified that the funds were unclaimed in PayPal because the email address she had entered contained a typo ('yahoo.con' instead of 'yahoo.com'). On January 20, we corrected the error and resent the funds to PayPal. PayPal has confirmed that the payment was successfully received, and we have emailed [redacted] to let her know.
Initial Consumer Rebuttal /* (2000, 8, 2016/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/12/17) */
This merchant contacted us in November 2015 requesting removal of his business from our website.
I am confused why a Revdex.com complaint was filed, because we resolved this issue with the merchant at that time.
On November 11, 2015 we responded...

to his email confirming removal of the requested page (http://www.treatgiftcards.com/gift-card/pentech-services-penticton) and clarifying how our gift cards work.
Below is the message we sent to
[redacted]@mail.com . We did not receive a reply.
Dear [redacted],
That's not a problem if you would prefer your business not to be listed on our gift card site. I have removed your page and requested that Google delete it from their index, which sometimes takes a day or two.
I'm sorry that our website has caused you concern but please allow me to explain what's happening because I do think this might simply be a misunderstanding.
Have you taken a look at how Treat Gift Cards work? They are quite a bit different from traditional gift cards.
The Treat Gift Card is a MasterCard network branded prepaid card. It works just like any prepaid card except it can be restricted for use at one or more merchants selected by the buyer.
Most traditional gift card programs require you as the merchant to purchase expensive equipment and software. We've developed a way to create gift cards without requiring the merchant to do a thing, which is why our selection of available merchants is so large.
When the recipient of a Treat Gift Card comes into your business, they pay you the full amount for their purchase. You will be paid just as if the customer made their purchase using any normal credit or debit card. There's nothing special you need to do.
You get full price paying customers just by having your page listed with us, which is completely free. Over 100,000 gift cards have been given through Treat and our related brands.
Please let us know if there is further action you would like us to take.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not list my site with your company, your company assumed I wanted my company's images and name listed there.
I fully understand your business model and how it works, you are not understanding my point here.
Your company indexed my company's site without my knowledge and used it's name and images.
I don't care if it's free or not, if your company did something nefarious in the future my association with your company could be misconstrued.
You shouldn't assume companies like mine WANT to be a part of your site.
It should be an opt-in situation.
Final Business Response /* (4000, 9, 2015/12/31) */
Our website has not launched yet. Consumers cannot currently purchase gift cards from www.treatgiftcards.com. Part of the reason the website is live prior to launch is to finalize the list of merchants who will be participating in the program.

In order to remove your merchant page, we will need to know the URL or the name and address of the business.
In our Merchant Support Center ([redacted]), there is a link to submit a support ticket as well as a form to request removal of a merchant listing...

(available at [redacted]_search, see attached screenshot). Or, we can always be reached at [redacted]
 
Additionally, on this page there is a variety of information explaining how Giftly works and how the product brings new business to merchants who are listed in our directory. 
Gifts purchased through Giftly are different from traditional gift cards. They are cash gifts with a suggestion for spending. Any business can be listed and suggested. We obtain all of our business listings from publicly available directories.
Giftly recipients redeem their gifts through our website and we send them the gifted funds directly.
When a Giftly recipient comes to a business, they pay the full amount for their purchase using a normal payment method. We work with the customer to get them the gifted funds, so there's nothing you need to do. 
You get full price paying customers just by having your page listed with us, which is completely free. Hundreds of thousands of gift have been given through Giftly. If you prefer not to be included in our directory, we're more than willing to remove the listing for your business; in order to do that, however, we will need to know which page it is.

Initial Business Response /* (1000, 5, 2015/11/21) */
Per your request, the four pages have been removed from www.treatgiftcards.com. The website has not yet launched for purchases, so no gift cards have been sold.
I'm sorry that our website has caused you concern but please allow me to...

explain what's happening because I think this might simply be a misunderstanding.
Have you taken a look at how Treat Gift Cards work? They are quite a bit different from traditional gift cards.
The Treat Gift Card is a MasterCard network branded prepaid card. It works just like any prepaid card except it can be restricted for use at one or more merchants selected by the buyer.
Most traditional gift card programs require you as the merchant to purchase expensive equipment and software. We've developed a way to create gift cards without requiring the merchant to do a thing, which is why our selection of available merchants is so large.
When the recipient of a Treat Gift Card comes into your business, they pay you the full amount for their purchase. You will be paid just as if the customer made their purchase using any normal credit or debit card. There's nothing special you need to do.
You get full price paying customers just by having your page listed with us, which is completely free. Many merchants find this free online advertising and free customer acquisition to be of great value to their business.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/23) */
We have already resolved this with the merchant directly. The Saltsman's Hotel listing was removed from our site on 7/15/15, per the merchant's request.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/24) */
(The consumer indicated...

he/she ACCEPTED the response from the business.)

I'm very disappointed as I feel this Giftly business is one large rip off. I received a card worth $20.00 and it was never accepted by any business. I called up the number on the back of the card and was told I needed to spend EXACTLY the value of the card. I thought it was a debit card and had a value of $20.00. At this time,the value has all been used up by Omni Card as service fees.

Terrible.

Initial Business Response /* (1000, 5, 2015/11/21) */
Per your request, the four pages have been removed from www.treatgiftcards.com. The website has not yet launched for purchases, so no gift cards have been sold.
I'm sorry that our website has caused you concern but please allow me to explain...

what's happening because I think this might simply be a misunderstanding.
Have you taken a look at how Treat Gift Cards work? They are quite a bit different from traditional gift cards.
The Treat Gift Card is a MasterCard network branded prepaid card. It works just like any prepaid card except it can be restricted for use at one or more merchants selected by the buyer.
Most traditional gift card programs require you as the merchant to purchase expensive equipment and software. We've developed a way to create gift cards without requiring the merchant to do a thing, which is why our selection of available merchants is so large.
When the recipient of a Treat Gift Card comes into your business, they pay you the full amount for their purchase. You will be paid just as if the customer made their purchase using any normal credit or debit card. There's nothing special you need to do.
You get full price paying customers just by having your page listed with us, which is completely free. Many merchants find this free online advertising and free customer acquisition to be of great value to their business.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/03/10) */
We have already resolved this directly with the customer.
Giftly sent the $75 gift to the recipient's Paypal account as requested.
The funds remained unclaimed in Paypal because they needed to be claimed by the recipient. The...

Customer Support Team noted that a common reason funds remain unclaimed is because the recipient's email address has not yet been verified with Paypal.
On March 7, 2015 the customer requested to instead receive the gifted funds via paper check.
On March 9, 2015, the customer provided a mailing address, and Giftly canceled the original Paypal transaction and mailed a $75 paper check.
Initial Consumer Rebuttal /* (2000, 7, 2015/03/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/04/16) */
On March 31, 2015, the merchant wrote in to Giftly's support team requesting Q-ZAR Laser Tag be removed from Giftly's listings. On April 1, 2015, we removed the page and asked that Google delete it from their index.
This complaint...

appears to be rooted in a misunderstanding of how Giftly works. A Giftly is basically a cash gift with a suggestion for where to spend it. Any business can be listed and suggested.
Giftly recipients redeem their gifts through our website and we send the Giftly recipient the gifted funds directly. The referenced customers who were turned away had not completed this step.
When a Giftly recipient comes into a business, they pay the full amount for their purchase. Customers will not present anything to the merchant. Businesses get full price paying customers just by having their page listed with us, which is completely free.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand what they are saying, but t customers do not. They come in thinking they receive a discount when in facts, we have never heard of this company that has our business on their website. We are the ones that look bad when the customer does not receive a discount. They should not be able to use a trademarked name to further their business without consent from me. It only makes our company look bad.
As of this minute you can still search QZAR or Q-ZAR and multiple results come up. I want any listing using my name removed.
Final Business Response /* (4000, 9, 2015/05/05) */
Unfortunately these customers were not using Giftly correctly. They still needed to redeem their gifts on our website in order to receive the funds from us to spend at Q-ZAR Laser Tag.
Using a Giftly does not entitle customers to a discount. When they make a purchase, they pay you the full amount.
All of our business information is from publicly available listings where customers provide business recommendations to other customers. If desired, merchants can customize their Giftly page. Listing your business with Giftly equates to free marketing.
Per this merchant's request, we have removed all pages containing the term QZAR or Q-ZAR including those unrelated to the laser tag business in Concord, CA. We have also requested that Google delete these pages from their index.
Final Consumer Response /* (4200, 11, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just searched
qzar giftly and all of these showed up. they did not remove listings
Q-Zar Lazer Tag Gift Card - Tampa, FL Giftly
www.giftly.com > Gift Cards > Activities > Arcades > Tampa
Buy a Q-Zar Lazer Tag gift card online and print or send instantly by email or mail . This is a Giftly for Q-Zar Lazer Tag - at 7807 N Dale Mabry Hwy, Tampa, FL..
Q-zar Legnano Gift Card - Legnano, MI Giftly
www.giftly.com > Gift Cards > Outdoors > Legnano
Buy a Q-zar Legnano gift card online and print or send instantly by email or mail. This is a Giftly for Q-zar Legnano - at [redacted] per castellanza [redacted] MI..
Gardner Cinema Gift Cards (Page 16 of 34) - Florida Giftly
www.giftly.com > Gift Cards > Going Out > Cinemas
Gardner Cinema Gift Cards. Near. Sorted by Rating: Highest to Lowest. Q-Zar Lazer Tag: [redacted] N [redacted] Mabry Hwy, Tampa, FL ...
Rohnert Park Arcade Gift Cards - California Giftly
www.giftly.com > Gift Cards > Activities > Arcades
... Raceway Gift Card - Buy Now» * QZAR Laser Tag: 4 [redacted] Park , CA ... QZAR Laser Tag Gift Card - Buy Now» * Double Decker Lanes: 300 Golf ...
Lynbrook Arcade Gift Cards - New York Giftly
www.giftly.com > Gift Cards > Activities > Arcades
Q-Zar: 151 Voice Road, Carle Place, NY * Q-Zar. [redacted] Road. [redacted] 2.5 stars 8 reviews on Yelp * Q-Zar Gift Card - Buy Now» * 5 Towns Mini Golf ...

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.  Please let me know how to proceed.Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/11/02) */
Whenever a merchant requests their page to be removed, we are happy to do so. Per this merchant's request, the page http://www.giftly.com/gift-card/[redacted] has been removed from our website. We have also...

requested that Google remove it from their index.
Giftly is quite a bit different from traditional gift cards, so this may simply be a misunderstanding:
https://www.giftly.com/merchants/faq/help
A Giftly is basically a cash gift with a suggestion for where to spend it. Any business can be listed and suggested. We pull all of our business information from publicly available directories such as Yelp.
Giftly recipients redeem their gifts through our website or mobile app and we send the Giftly recipient the gifted funds directly. Although the physical gift cards can only be shipped and used within the US, we offer other redemption options which work in Canada and other countries.
When a Giftly recipient comes into your business, they pay you the full amount for their purchase. Customers will not present anything to you. We work with the customer to get them the gifted funds, so there's really nothing you need to do.
You get full price paying customers just by having your page listed with us, which is completely free. Tens of thousands of Giftlys have been given and we've been featured on local and national news:
[redacted]-XXXXXXXXX.html
http://www.bizjournals.com/[redacted]

Initial Business Response /* (1000, 5, 2015/03/31) */
We have already resolved this issue with the customer directly.
Immediately upon purchase on Mon Mar 23, 2015, we sent the receipt and electronic card to the email addresses that were provided to us by the customer. It is possible...

that these items were accidentally filtered into their spam or promotions folders and that is why they were not received.
Per the customer's request we canceled and refunded the $50 gift + $5 processing fee on Sun Mar 29, 2015.

Complaint: [redacted]I am rejecting this response because:  While at the restaurant we tried several times to use the card under the direction of the Giftly rep.  We were unable to use it even when the waiter tried to redeem it for the amount of the card.  On the Giftly website it doesn't say that you can receive a refund before activatiing the card.  It says you can receive a full refund before using the card.  We were never able to use the card.  I responded at the time I spoke to Giftly that I wanted them to honor their guarantee.  When they said that I had used the card I pointed out several places on their website where they referred to use that was consistnat with my situation.  I had activated it but not used it.  The Customer Support people I spoke with seemed much more interested in arguing semantics than responding to a dissatisfied customer.   Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/20) */
This has already been resolved directly with the customer. We sent a full refund to her as she requested.
The customer ordered a $200 Giftly on the night of December 19, 2015. She paid for Giftly to be shipped via USPS Priority Mail. The USPS...

tracking number assigned to this card was XXXXXXXXXXXXXXXXXXXXXX. Although the card was accepted at the post office in a timely manner, the card was not delivered to the customer's address until January 4, 2016. No tracking events were documented between December 21, 2015 and January 2, 2016, which can be verified at www.usps.com.
Although the delay was due to circumstances outside Gifty's control, we refunded the expedited shipping cost to the customer.

As soon as Giftly learned of the shipping delay, we emailed the customer a printable copy of the card and drew her attention to the Order Details page where she could deliver the card to the recipient via email or text message, cancel the gift and receive a refund, or request a replacement card to be mailed.
On December 30, the customer used an online copy of the card to redeem the Giftly. She requested that the funds be sent on a Visa Gift Card in the mail. The redemption form states that delivery should be expected in 10-14 days.
As the expected delivery date approached, [redacted] contacted us to let us know it still had not arrived. We encouraged her to wait a couple more days in case the card was just delayed in the mail. We had seen with Visa Gift Cards mailed to other customers at around the same time that they were taking longer than usual to be delivered, presumably because of post office delays due to the holiday rush. Canceling a gift card only to have it arrive a couple days later provides a very poor experience for the gift recipient, so we like to prevent that if at all possible.

Multiple times throughout this correspondence we reassured [redacted] that if the gift card does not arrive for some reason we would mail a replacement or send the funds electronically. We stated this in an email to [redacted] on January 9, and again on January 12 and January 13. All three of these messages were received by [redacted] prior to her filing a complaint with Revdex.com.
As of January 19 [redacted] stated that the Visa Gift Card had not yet arrived, so we canceled the card and sent her a refund to the card she used to make the purchase, including the processing fee (but minus the shipping fee since that was already sent to her).

I placed an order fir a gift card on giftl[redacted] for my daughter, it was delivered, she set it up to deposit to her account, the next day I get an email that it was cancelled. They gave no reason, just cancelled my order for no reason. Vertu frustrating, won't use again.

Giftly was not contacted by this customer prior to communication via Revdex.com.The customer disputed the purchase with their card issuer, and Giftly provided additional information about the transaction to support the fraud investigation. On Feb 28, 2016, the bank resolved the dispute in Giftly's...

favor. The purchase of this gift card was validated by the customer's card issuer, the payment processor and Giftly's system, and it passed the required AVS and CVC checks.Giftly refunded $211 to the customer's debit card on Mar 8, 2016, immediately upon receiving the request via Revdex.com.An order number is not required to submit a help ticket on our website. The contact form contains a prominent link beneath the Order Number field that says "Click here if you don't have or can't find your order number." Screenshots of this form are attached.Alternatively, our support team can be reached by [redacted]. This contact information was also provided to the customer's bank at the time the dispute was initiated. (Giftly Contact Form - 1)