Raise Marketplace Inc

Initial Business Response /* (1000, 6, 2015/09/02) */
Dear Mr.***
I am pleased to say that with your continued communication, my support team and I were able to further review your caseWe were sorry to hear our initial investigation was not resolved, but we are glad that we were able to
come to a solution with you
After further research, we were able to refund you for the full amount requestedYour cooperation and patience made this whole process possible
Again, we are sorry for the inconvenience this had caused youPlease do not hesitate to reach out to us if you have any other questions or concernsWe would be happy to serve you in any way we can
Kind regards,
Serena

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I never used any of these cards and the ones that they say have a zero balance we’re zold that wayI understand I’m past the one year guarantee but you consistently sell cards with zero balancesThis is so wrong

We were able to review complaint #*** and determine an appropriate solution.On November 15, 2015, the customer placed an order for five *** *** gift cards Each of these cards had a value of $with a price of $ With an additional discount of $9.38, the customer paid a total
of for cards totaling a $value These cards were shipped to the buyer via *** directly from the seller.The customer contacted Raise Member Services on January 12, through the chat function located on the Raise website The customer explained that she was contacted by the spa she had recently visited in regards to the gift cards used for payment The spa informed her that the gift cards were now showing invalid A refund was requested for the total value of the cards in order to reimburse the spa as well The handling agent explained the Raise return policy, which states a 100% money-back guarantee for the purchase price of an order, should there be an issue with the gift cards.Although we were not able to refund the full value requested by the customer, we were happy to offer a refund of her purchase price, as well as a complimentary $credit to her Raise account A refund to her credit card on January was completed for a total amount of $178.12.We sincerely apologize for the trouble the customer experienced after her spa visitOur gift card support team is actively looking into whether or not these gift cards expired to ensure that proper action is takenWe are sorry to hear that the brand did not realize the error in a timely fashion and going forward we will continue to verify the nature of each gift card We would like to consider this issue resolved at this time and hope that the customer finds a refund and complimentary credit that total a $compensation an appropriate settlement We look forward to serving her again in the future

We were able to further
review Revdex.com case and the Raise order and account in questionWe
apologize for the inconvenience this member has experienced in regards to this
orderOur marketplace clearly
states that H-E-B cards are eGifts and according to our Icon Legend, “eGifts
can be
redeemed online onlyThey are sent to your Raise account within
hours.” Raise is not at fault for any misleading information on the retailer’s
website, leading the member to believe he would be able to use an eGift card
toward his purchaseIt is outside our refund
policy to provide a refund for a valid gift card once an order has been fully
processedAt this point, the member has access to the gift card information
and the gift card can still be usedHowever, occasionally we do offer a one
time courtesy refund outside our policyThis member has used his one time
courtesy refund in November of this yearThe fact that this was a one time
courtesy was explained to him in an email from our Member Services Team on November
In an effort to be
transparent, we have provided one final courtesy refund for this member and
refunded the $to his original payment sourceWe have sent an email
confirmation as wellIn this email, we explicitly state that we will not be
able to provide any further refunds outside policyOverall, we appreciate
this member’s business and hope he continues to be a part of the Raise
community

After the order of concern in complaint number *** was reviewed by the Gift Card Support Team they were able to determine that the customer had been able to successfully redeem $of the gift card with an initial value of $This information is gathered through a comprehensive investigation conducted by the Gift Card Support TeamAn agent from the Gift Card Support Team contacted *** directly and spoke with them regarding this orderThey were able to determine, given the information received from ***, that the customer was able to successfully redeem $in store
The information provided to the customer over the phone was based off of the assumption that the approximate $the customer claimed to use was accurateAs the investigation was conducted and information contradicting that which the member provided was received from *** the initial information provided was no longer accurate and had to be adjusted accordinglyWe encourage members to also contact the brand if they are in further need of confirmation

Complaint:
I am rejecting this response as the gift cards are not able to be used, as I already stated, yes they show a value, but no, I am not able to use them I tried to place orders and had the same issue both times Raise is trying to avoid refunding a faulty gift card and placing the blame on Jos A Bank and in turn losing out on a customer
Sincerely,
Glenn

After again reviewing Revdex.com complaint number *** the originally requested resolution has already been provided to the customerWe understand that this has been a frustrating situation for the customer, and it never should have been that wayAll physical gift cards are sent directly from the seller to the buyer, similar to other marketplace purchasesWhile the gift card numbers are confirmed multiple times before the transaction is completed, in these particular cases, the gift cards no longer had the full value when they reached the customer via USPS
All sellers that have an issue, whether it be a balance issue or otherwise, have a review with the Seller Support TeamThis team reviews the issue or issues at hand, and in some cases fees will apply and in others, sellers may be permanently banned from the websiteWe want to assure the customer that his purchase price is guaranteed by the Day Money-Back Guarantee, and that the sellers of the two gift cards that he purchased will be, if they have not already been, dealt with by the Seller Support TeamAt this time, we would like to consider this issue resolved and are happy to have provided the customer with the requested resolution

We were
able to further review this complaint as well as the member's Raise account
Overall we are pleased to have resolved this issue. The
member contacted our Member Services department on 10/regarding missing
funds for a gift card sold on our marketplaceOur Member Services
agent
determined that the funds were not yet available to be requested by the member
because of a technical issue.
Unfortunately, because of the nature of the issue, our Member Services
agent was not able to resolve this immediatelyFrom there, the agent forwarded
the issue to our Web Development Team to be resolvedOur developers then
corrected the problem that had kept the member from seeing their available
fundsThe member was notified of the fix and in turn communicated they were
then able to withdraw their $in available fundsWe appreciate this
member’s patience and continued communication as we worked to fix the problem

Complaint: ***
I am rejecting this response because: There was no expiration date on the gift voucher neither was there a statement of day guarantee on the gift voucher by raise.com I went to the the *** website and it said: *** Gift Cards don't have expiration dates or additional feesRaise.com states they have a day guarantee, but what that means is hidden in their website On the voucher itself, there is no statement that says there is a date guarantee so how is one to know that such a thing exists and what it means
Raise.com uses deceptive business practices
Sincerely,
*** ***

After receiving Revdex.com complaint number ***, we were able to review Raise Order Number *** and offer a solution to the customer.On July 19, 2016, the customer purchased a $*** gift card for a purchase price of $This was an egift/voucher that was being sent electronically to
the customer’s Raise account, as well as the customer's email addressThis card was delivered that same dateEvery gift card listed on Raise is verified twice, once at the initial listing, and once at the time of purchase to ensure the card has an accurate balanceThis gift card was verified with a full balance on July 19, 2016.On November 25, 2017, the customer contacted Raise Member Services via the online chat featureThe customer had informed the supporting agent that the gift card was not working as intended, and showed as a zero balance when attempting to redeem in-storeThe supporting agent verified that the card was showing a zero balance and sent this over to a Supervisor to get a second look.Unfortunately, due to the time that had passed since the order was first placed, the supporting agent was not able to provide a refundEvery card purchased on Raise is protected for days under our Year Money-Back GuaranteeOur Year Money-Back Guarantee covers gift cards that are invalid, inactive, or showing an inaccurate balanceThe supporting agent consulted with a supervisor on our Member Services team and this resulted in providing the customer with $in Raise Rewards as an extension of our apology for the troubles the customer had with this cardThis was done as a courtesy, as we were unable to refund due to the card being outside of our Year Money-Back Guarantee.After re-reviewing the customer’s account and the order, we will be able to offer the customer a courtesy refund for the full amount of $in the form of Raise RewardsThese rewards will be added to the customer’s account within hours and an email will be sent via ***@raise.com with more information.At this time, we would like to consider this issue resolved as we have provided the customer with a courtesy refund in the form of Raise Rewards Unfortunately, since the request is outside of our Guarantee, we will be providing the refund in the form of Rewards and not to the original payment methodWe will continue to review this order and follwith both the brand and the seller to find out what happened to this card, and how we can improve the quality of the cards on our marketplace in the futureWe would like to apologize to the customer for any troubles this has caused and are looking forward to better serving the customer in the futureAny other questions or concerns can be directed via email to ***@raise.com

I purchased an eGift card from Raise on 4/29/in the amount of $292.15, based on the terms and conditions stated on the card it, "has no expiration date, and no dormancy or activity fees will be chargedGift card retains unused balance." Upon receipt I verified the full balance on the card through the card company's websiteI was able to use the card several times without issue and the balance left on the card was $56, however I stopped shopping at that particular store due to a long distance move, when I tried to use the card again in 6/the store informed me the card number is invalid and that I would need to contact whoever I purchased it from to rectify the situation because they were not liable for The card since it was not purchased through a storeUpon contacting Raise they too verified that the card number is invalid but said because it is out of their day guarantee period there is nothing they will doI find it absolutely offensive that I spent my hard earned money on a card that I can no longer useI will not purchase from Raise again and will make sure I tell everyone I know to do the sameSomeone needs to be held accountable for this!

After receiving and reviewing the customer’s response to Revdex.com complaint number *** we are, unfortunately, unable to offer the customer a different resolutionAll customers, buyers and sellers, agree to the Raise Guarantee when they accept the Terms and Conditions upon signing up to use the Raise websiteIn this case, this specific order fell outside of the Raise guarantee as of November 1, Had the customer contacted Raise before November 1, 2015, we would have been able to assist further on the orderAs the order fell outside of the guarantee period by so much time when the customer contacted Raise on May 7,we were unable to offer any further action
We would also like to assure the member that the phone number that he called initially is the only phone number to contact RaiseThat phone number is *** ***If the customer would like to call in again, he is more than welcome, but will still be given the same resolutionWe would again like to apologize for any inconvenience that the customer has experienced regarding this order and look forward to serving him again in the future

After receiving Revdex.com complaint number *** we were able to review the order and offer a solution to the
customerOn November 21, the customer placed an order on Raise for a Panera eGift/voucher for a value of $with a purchase price of $for which the customer paid $out of pocket after $in promotionsThe customer contacted Raise Member Services via email on September 13, Unfortunately, the customer was not responded to in a timely manner, and although the order falls outside of the Raise Guarantee, a full refund of the purchase price was provided to the customer on September 19, The promotions that the customer utilized on this order have been returned to her Raise account in the form of Raise RewardsThe $in Raise Rewards will automatically be applied to the next purchase made through the customer’s Raise account
We would like to sincerely apologize for the inconvenience that this has caused the customer and would like her to be informed that this refund has been offered as a courtesy as the order has fallen outside of the Raise GuaranteeAny time there is an issue, we are more than happy to take a look into the problemOrders that fall outside of the Raise Guarantee period, unfortunately, may not be refunded or replaced as an order within the guarantee period would be
Ultimately we are happy to have resolved this for the customer and look forward to better serving her again in the future

Complaint: ***
I am rejecting this response because:Good news is that I have found my money back with the help of Sephora and Gift Card Center That's because of a technical error within Sephora and Gift Card Center.Even I got my money backI am still unsatisfied with Raise's serviceIf you told me all the transactions are with the same address, I will figure out what's going on soon. No response, No further explanation, TERRIBLE service! BTW: My address is in TX!!!!!! Not Florida !!
Sincerely,
*** ***

Complaint: ***I am rejecting this response because: The gift card is not usable, because the account is associated not with an email, but with a phone number that is no longer accessible to the person I gave the gift to The card number is locked to that account, she subsequently stopped using that prepaid phone number, and thus it can't be used.Also, nowhere in the guarantee does it state that screenshots will be required by the customer in order to address problems with a gift card - something that is done with substantial difficulty when the card has been given as a GIFT.If there is a way to associate the gift card number with a different account, that would be acceptable, but as it is, due to the length of time it took for customer service to respond, and the challenge in getting Lyft (their partner) to respond, my friend stopped using the phone number associated with the account.Sincerely,*** ***

We were able to further review Revdex.com Complaint number *** as well as the customer’s Raise order.Order *** was placed on November 26, and contained three *** gift cards valued at $each.On November 26, the customer emailed our Member Services Team regarding the *** order he was
trying to place with his gift cards***’s policy stated that only one gift card could be used per transaction on their websiteThis would prevent the customer from using all three of the gift cards purchased from RaisePrevious policy had stated that two gift cards could be used on ***’s website and unfortunately our website was not updated to reflect thisHowever, as a member to member gift card marketplace, we are not responsible for communicating the policies of other brands.In a message written on December 22, the customer wrote, “What I think is fair in this case is that you issue a refund and take back of the $gift cards since the raise.com site is falsely advertising that cards can be used.” Although our return policy states that it does not cover misinterpretation of how a particular gift card can be redeemed, our Member Services Team agreed to refund one of the *** gift cards outside of our policyA refund of $was refunded to the customer’s credit cardAfter the refund was complete, he responded asking about the whereabouts of his second refundThe agent explained that we were only able to refund for one gift card outside of our policy and suggested that he list the other unwanted gift card for sale on the marketplace.Unfortunately we are still unable to process a second refund for Mr***However, a credit of $has been added to his Raise account to alleviate commission costsWe sincerely apologize for the inconvenience this has caused and we hope to be able to serve Mr*** again in the future

After receiving and further reviewing Revdex.com complaint number *** we are, unfortunately, unable to offer the customer a different resolution than that previously providedWhile there is no expiration on the gift cards, the Raise Day Guarantee does only guarantee a refund for the purchase price for the first days after the date of purchaseIn this case, we have placed a credit of $38.38, the out of pocket cost the customer paid for the gift card, into their Raise account to use toward a future purchaseThis credit can be used to purchase a new *** physical gift card if that is how the customer chooses to spend itRaise does not cover purchases that are brought to our attention outside of the Day Guarantee, but are happy to be able to provide a resolution to this customerWe would like to consider the issue resolved at this time and look forward to serving them again in the future

After receiving Revdex.com complaint number ***, we were able to further review the Raise account and order in questionOrder number *** containing an *** Kids gift card was placed at 4:p.mon 11/24, then processed and delivered automaticallyThe customer did send an email asking
to cancel the order because their child was playing with the phonePer our policy, the Member Services agent informed the customer that we are unable to refund for a valid card once it has been delivered and the customer has access to the card’s informationAs a one-time courtesy, we will be refunding the customer for this card and re-listing it on their behalfUnfortunately, we will not be able to provide the same courtesy in the futureWe apologize for the amount of time it has taken to fully resolve this matter and we would like to assure the customer that we are working to ensure our response times decrease significantly

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the customer has already been offered the requested resolution.On January 16, the cutomer made a purchase on Raise.com for a *** *** gift card with a value of $for a purcahse
price of $The customer contacted Raise Member Service on May 11, and expressed to the serving agent that the gift card had a $balance and could not be redeemedThe order was forwarded to the Gift Card Support Team for further review as the customer contacted us outside of the Day Money-Back Guarantee periodThe Gift Card Support Team determined on May 12, that the *** *** gift card would be refunded for the full purchase price of $112.50, and the customer was notified on May 12, via emailOverall, we are pleased to have resolved this issue for the customer and look forward to serving him again in the future

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the requested resolution has been provided to the customerOn October 2, the customer placed an order for four *** gift cardsThe customer then contacted Raise Member Services
the next day and explained that two of the gift cards did not work when placing his order on ***Both gift cards showed full balances and applied to a test order so a refund could not be offeredThis situation should have warranted a refund right away, as the customer was unable to use the gift cards, but unfortunately, the Raise Guarantee does not provide refunds for gift cards with a full and valid balanceAfter a screenshot of the gift cards not applying to an order was sent into Member Services, the member was refunded for the order and the gift cards were adjusted to be sold to another member after the issue had been resolved with the cards*** number format does change per gift card, and we are looking into this further to make sure this does not happen to our members in the futureWe would like to apologize to the customer for the inconvenience this caused and look forward to the opportunity to better serve him in the future