Raise Marketplace Inc

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the current resolution is warranted.The customer purchased three *** gift cards from Raise.com on July, 24, On May 7, the customer contacted Raise Member Services and
expressed to the serving agent that the gift cards did not have the expected balanceDuring the phone conversation the customer spoke with an agent as well as a supervisor in the Member Services TeamIt was relayed to the customer that because the order is so far outside of the Day Money-Back Guarantee, no further action could be taken on the orderWhile 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 purchaseThe customer has been offered $in Raise Rewards as recompense for the issues with these gift cards.We would like to consider the issue resolved at this time and would also like to extend our sincerest apologies to the customer for any inconvenience this may have caused

After again receiving Revdex.com complaint number *** and further reviewing the case, we are, unfortunately, unable to provide a different resolution
As the customer contacted Raise Member Services outside of the Raise Guarantee period, the same kind of resolution that could have been offered within the first days from the purchase date is not availableOutside of the Day Money-Back Guarantee we are unable to offer a refund or replacement cardFor this reason, we have offered the customer the Raise Credit of the amount that was paid out of pocket and are, unfortunately, unable to offer anything furtherWe would like to sincerely apologize for any inconvenience that this has caused and do believe that this issue has been resolved within the parameters of the Raise GuaranteeWe look forward to serving this customer again in the future

After receiving and further reviewing Revdex.com complaint number *** , we are pleased that the resolution is satisfactory and would like to address the concerns the customer presented.Based on the information from our Trust & Safety team, the *** gift card had a unique set of numbers, which indicated that it was indeed an older cardRaise suggested to the customer to relist the gift card as we believed there was the possibility of a redemption issue at that specific locationRaise would never suggest that option to a member if the gift card was inactive or showed an inaccurate balanceIn this particular case, if the member were to relist, we would be happy to issue Raise Rewards to help offset the commissionAs mentioned, the Raise Guarantee protects the customer’s purchase price if a card is showing as inactive, or an inaccurate balanceAs that was not the case in this instance, we were unable to resolve the situation at the first point of contact, but after further review, we were able to provide the customer with the desired resolutionWe feel that this issue has been resolved in accordance with the Raise Guarantee and apologize for any inconvenienceWe would be happy to address any further questions from the customer via email

I've had almost $in gift cards rejected when using them with the respective merchants (*** *** *** *** ***) , after purchasing them from RaiseI got one gift card refunded with $100, but the rest were rejected for refund since the day guarantee was overI purchased the gift cards so I could use them anytime, not soon after purchaseThe sellers committed fraud by using them after they sold themThere is no protection for the buyer after daysEven banks guarantee for life our money kept with them - with FDICRaise is a money exchange platform, and as such needs to be brought under regulation and some protection for the money that customers spendI'm currently a very unhappy customer and cannot recommend Raise to my friends or family

We were able to further review
case as well as the customer’s Raise accountOverall, we are pleased to have reached a resolution for the customer
Order Rwas placed on September 30, and contained three *** Restaurants gift cardsOn January 7, the customer emailed our Member Services Team to inquire about the gift cards not having a balance
On January 9, our Member Services Team replied to the customer letting them know that their order was being sent to our Refund Team for further reviewAfter further review, we were able to submit a full refund to the original payment source
A follow up email was sent confirming the refund on February We regret that we were unable to resolve this in a quicker manner and we are continuing to provide resources that minimize our response timesWe encourage the customer to contact us by phone should they have any other questions or concerns and we look forward to serving them again in the future

We were able to further review Revdex.com complaint number *** filed by *** *** as
" line-height: 1em;">well as the order in questionThe order *** contained a $*** gift card for which the customer paid $*** *** completed an order for a *** gift card on October 27th for which she was charged $ *** Member Services was contacted via email on November 30th, when the customer notified us that after using a small portion of this $card, *** informed her that the remaining balance of the card was suspended and she would not be able to redeem the card The company suggested that she contact *** as the gift card was not purchased directly through their companyRegrettably, *** was unable to respond to this customer’s request in a more acceptable timeframe We sincerely apologize for this delay and encourage that any urgent issues are relayed via phoneBecause she was able to use a partial amount of this gift card, we submitted an adjusted refund based on the discount at which she purchased this $card The customer initially claimed to use about $15, and a refund of $was credited back to the customer’s original payment source on 12/31/In addition, a $promotional code towards an order in the future was offered for the inconvenienceOur gift card support team will continue to review this gift card with *** to conclude what the exact issue was, as well as to prevent these issues in the futureWe understand that it is not at all acceptable for a customer to wait weeks to receive a response to a support ticket and we are currently working to bring our response time back to a level we find more appropriateWe apologize for the inconvenience and encourage the customer to give us a call should there be any issues or questions that need immediate resolution in the future

After receiving Revdex.com complaint number ***, we were able to review the order and would like to offer a solution to the customer.On March 12, the customer purchased a $*** gift card for a purchase price of $This was an egift/voucher that was to be delivered electronically to the
customer’s Raise accountAs stated under our “Help Center” under Delivery *** and under Delivery & Redemption for each card, “Most eGift cards and printable vouchers are delivered to your Raise account instantly, but please allow up to hours.” This order was successfully delivered to the customer’s Raise account about hours later.The customer had reached out to Raise via email on March 12, and March 13, inquiring about the delivery of this orderA supporting agent had responded on March 14, informing the customer that we do ask up to hours for the order to completely process.The customer had also reached out to Raise via *** on Sunday night, March 12, 2017, inquiring about the status of this orderA representative from Raise had responded to the customer the next morning March 13, 2017, asking for further information in order to help assist as best as possibleUnfortunately, Raise had not heard back from the customer in regards to this issue via ***.We do see that the order has been successfully delivered to the customer’s Raise account and the gift card has been successfully redeemedBecause of this, we will not be able to offer the customer a refundWe would like to apologize to the customer for any inconvenience the delay in receiving the card has caused and we look forward to continuously improve the delivery speed of an eGift card in the future.At this time, we would like to consider this issue resolved as the customer has successfully redeemed the gift cardAny follow up questions can be sent to *** and we are more than happy to address any additional concerns

After again reviewing Revdex.com complaint number *** we are, unfortunately, unable to provide the customer with a different resolutionThe gift card that the customer purchased, at the time of purchase on November 8, 2015, had a full and valid balance available for useWhen the customer did contact Raise in June of 2016, we were able to confirm that the gift card could no longer be usedWhat the email that the customer is referencing means, is that brands may choose to deactivate a card if they think that there is something wrong with the purchaseThis oftentimes happens incorrectly, and unfairly, due to the brand’s choiceWithin the Raise Guarantee, we are able to offer resolutions for this or any other situation, when the order falls within the first days after the date of purchase
Unfortunately, the order falls outside of the Day Money-Back Guarantee, so we are unable to provide the customer with any further action on the orderIt is expressly stated in the Raise Guarantee that requests for review received outside of days from the purchase date, will not be honored
We would like to apologize as we understand this is an unfavorable situation and consider the issue resolved at this time

After receiving and reviewing Revdex.com complaint number
background-">*** and the corresponding order number, it appears that the current resolution is warrantedOn November 8, the customer placed an order for two ***’s gift cards, one with a balance of $and the other with a balance of $The customer then contacted Raise Member Services on July 9, to express that the gift cards did not work at the restaurantAt that time, the serving agent expressed to the customer that the gift cards fell so far outside of the Day Guarantee that no further action could be taken on the order
While there is no expiration on the gift cards, the Raise Guarantee does only guarantee a refund for the purchase price for the first days after the date of purchaseAs this order was brought to the attention of the Raise team outside of that period, we are unfortunately, unable to provide the customer with a replacement for these gift cardsWithin the phone communication between the agent and the customer, the customer was also offered a Raise Credit of $to use towards the next order on RaiseThis credit is currently in the customer’s account to use at their convenience
This is the only gift card issue outside of the Raise Guarantee that the customer has contacted Raise regarding, and if there is anything else they would like to have us look into, even outside of the guarantee period, we would be happy to do soThe customer can contact Raise by calling in or reaching out via email to ***
We would like to sincerely apologize for the inconvenience and look forward to better serving the customer again in the future

Complaint: ***
I am rejecting this response because: Although Houston is within hours of Waco (my residence) they were not redeemed by me. If you look at my history all *** eGift cards purchased from Raise have been redeemed in Waco at store number *** or *** Raise can look at the many transactions I have had from them and see that this is true. Looking at all transactions in December 2015, January 2016, February 2016, March 2016. ALL eGift cards were used at one of those two locations.
Sincerely,
*** ***

After receiving Revdex.com complaint *** and reviewing the order it is regarding, it appears that the current resolution is warrantedThe customer placed an order on Raise.com on November 21, for six *** eGift cardsThe two cards in question were purchased with a $value and purchase
price of $and a value of $and a purchase price of $On March 15, the customer reached out to Raise and expressed to the serving agent that these two gift cards, out of the six, had no valueThese two gift cards had been mailed to the customer in the physical form at the end of January due to the *** policy changeAt the time when the member contacted Raise, the purchase was already outside of the guarantee period, but we are always happy to take a look into an order to see if there is something that we can doThe Gift Card Support Team was escalated the order by the original serving agent as the order fell outside of the guarantee period, and on March 30, they notified the customer that due to how much time had passed since the order was placed, the order could not be refundedWhile 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 purchaseFor this reason, Raise is unable to offer a refund to the member for the purchase.We would like to sincerely apologize for any inconvenience this may cause and look forward to serving the member again in the future

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the current resolution is warranted.On November 19, the customer purchased an *** *** *** gift card from Raise.com with a balance of $and a purchase price of
$The customer then contacted Raise Member Services on June 27, and expressed through email that the gift card had a $balance when she went to redeem itAt this time, the serving agent responded and explained that the order fell outside of the Day Money-Back Guarantee and no refund or replacement card could be offeredThe serving agent did provide the customer with a promotional code to use toward a future purchase in the email as wellWe do understand that this is a sizable amount of money and would like to also offer the customer $in Raise Rewards creditOur sincerest apologies go out to the customer that this happened to the gift card and would like to offer this credit as recompenseAs it is outside of the Raise Guarantee, we are unable to provide a full refund for the purchaseThis credit has been deposited into the customer's account and will apply automatically to the next purchase made on Raise.We do hope that the customer finds this an acceptable resolution and look forward to serving her again in the future

Complaint:
I am rejecting this response because: Raise never got back to within their promised 48-hours on Deceber 18th; today, January 8, 2016...over two weeks later I received an email from them stating they are sorry for taking so long...and then saying that they cannot give me a refund because I filed a report with my credit card company! No kidding...then they say they hope I use them again...are they serious...wolf in sheep clothing! Lower their Revdex.com rating...they are not worthy of a Revdex.com A rating!
Sincerely,
Timothy ***

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the current resolution is warranted.On November 18, the customer purchased a Home Depot gift card with a balance of $and a purchase price of $from Raise.comThe
customer then contacted Raise Member Services on July 13, and expressed to the serving agent that the gift card only had $available upon redemptionAt this time, the serving agent informed the customer that the order fell so far outside of the Raise Guarantee that no further action could be taken on the order and offered the customer a promotional code for a future purchaseWhile there is no expiration on the gift card, the Raise Guarantee does only guarantee a refund for the purchase price for the first days after the date of purchaseAs this gift card was not brought to the attention of the serving agent until well outside of the Raise Guarantee, a refund could not be offered to this customerThe guarantee period of this order lapsed as of February 26, The customer was offered a credit of $to use toward a future purchase that can be used in combination with the promotional code that was originally offered to the customer on the phone with the serving agentWe would like to sincerely apologize for this inconvenience in this and look forward to better serving the customer again in the future

After receiving Revdex.com complaint number ***, we were able to review the order and determine an appropriate solutionOn July 3rd, 2017, the customer purchased a $*** card for a total purchase price of $The gift card was delivered electronically to the member’s Raise account on the
same date.The customer chatted in later that day stating that her friend was experiencing troubles redeeming the codeThe supporting agent provided some troubleshooting tips and asked the customer to try again, as the card was still valid and needed to be entered in the correct fields.The customer contacted Raise again on September 3rd, 2017, inquiring about this card once more and the troubles they were having redeeming itIn some cases, our Gift Card Support Team will need screenshots from the brand in order to validate the claimThe supporting agent asked for a screenshot of the error message, in order to move forward and resolve this case.The screenshots that were provided indicated did not show any error messages with the gift card, rather, it showed that the customer’s account was locked, and they needed to contact *** in order to remove that holdAlthough *** did inform the customer to contact Raise in order to resolve the issue with the gift card, our Gift Card Support Team still needed the screenshots in order to move forward with the review process.On September 6th, 2017, the request was ultimately sent to our Gift Card Support Team for further review as the customer was able to provide a bit more information about the accountThis review process would take anywhere from 7-business days, as our team needed to contact the brand in order to resolve this issue.After an extensive review, our Gift Card Support Team was able to reach back out to the customer on 9/with more information regarding this gift cardThe card is currently present in the customer’s friend’s linked accountThe email address in which the card is connected to has been provided via the follow up emailThe brand has also informed us that there are currently no issues or blocks present with neither the gift card, or the accountBased on this information, the gift card is able to be used with the associated account.At this time, we would like to consider this case resolved as the card is currently loaded into the linked account and is ready to be usedWe would like to sincerely apologize for the lengthy resolution time and the additional information that was required in order to resolve thisWe are continuously working on improving the customer experience, and a quick and efficient resolution is one of our main prioritiesWe are more than happy to answer any additional questions this customer has about this gift card via email at ***@raise.com

After receiving Revdex.com complaint number ***, we have reviewed the corresponding order number in conjunction
with the complaintOn October 5, the customer purchased *** eGift/vouchers from Raise.comThe customer then contacted Raise Member Services on May 12, and expressed to the serving agent that she was no longer able to redeem the gift cards that still have had remaining balancesAt that time, the serving agent informed the customer that *** changed their policy, earlier this year, regarding merchandise credits in the form of eGift/vouchers and they were no longer accepted in that formatThe serving agent also explained to the customer that the Raise Guarantee had lapsed after days from the purchase date and that no further action could be taken on this specific order
Upon this policy change made by *** Raise reached out to the sellers of the gift cards for orders within the Day Money-Back Guarantee to have the physical cards sent out to the buyersOrders that fell outside of the day period at that time were not requested as they were already outside of the policy time frameWhen the customer contacted Raise, the serving agent reached out to see if the seller did have the gift card available to send inSellers, like buyer’s, have a day time frame, and they are required to hold the physical gift cards that are converted to eGift/vouchers on the marketplace for a minimum of days That being the case, the sellers of these particular gift cards were no longer required to hold onto the physical gift cards at the time of the *** policy change and may have destroyed or discarded the physical cards
We regret to inform the customer that we were unable to retrieve the physical gift cards from the sellers, as the order does fall outside of the Raise GuaranteeFor this we would like to offer our sincerest apologies, as we are unable to offer a refund or replacement card as this order falls so far outside of the guarantee periodWe would, however, like to offer the customer $in Raise Credit as recompense for this inconvenienceWe feel that this issue has been resolved in accordance with the Raise guarantee and hope to better serve this customer in the future

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the current resolution is warranted.On January 19, the customer purchased a *** (In Store Only) gift card from Raise.com with a value of $and purchase price of $The
customer then contacted Raise Member Services on May 19, and expressed to the serving agent that the card had the incorrect balance when it was redeemed in storeThe serving agent requested that the customer return the gift card to Raise in the case that we would be able to offer further assistance once the card arrived in the officeDue the the length of time that had passed since the Raise Guarantee had lapsed for this order, further action could not be provided on the orderWhile 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 purchaseFor this particular order, the Raise Guarantee had lapsed as of April 28, This date falls nearly a month before the customer contacted Raise, but the serving agent offered further review on the gift card in the case that we were able to take further actionRegrettably, we were notWe would, however, like to offer the customer a Raise credit of $to be used toward a future purchase, as recompense for this issueThe $is now available in the customer’s Raise account to use toward a future purchaseThe credit will automatically apply and no promotional code is necessary to make the purchase.We would like to sincerely apologize for any inconvenience this has caused for the customer and look forward to serving him again in the future

Despite all the negative reviews on this website, I haven't had any trouble using Raise so farOnly hiccup I've had was one of my orders of electronic gift cards wasn't promptly delivered because they needed to verify my accountNow, if only they could offer special rewards for their members (ie: frequent buyer points?) or more promo codes that actually work on gift cards I buy, I'd use them 100% of the time, rather than only a small amount of the timeI hope this changes!

After again reviewing Revdex.com complaint number *** we are, unfortunately, unable to provide the customer with a different resolutionAs this order falls outside of the Raise Guarantee and the customer contacted outside of the days outlined within those terms, we are unable to honor the request for reviewThere are measures in place that still have sellers reviewed if there is an issue outside of the day period, but compensation is, unfortunately, not offered in the same way that it is while an order is still within the Day Money-Back Guarantee
Raise does encourage customers to redeem their gift cards while the Raise Guarantee is still active for each order so that if an issue ever does arise, we are able to fully assist, no matter what the issue isIf the customer does have other outstanding issues, we will be more than happy to address thoseTo have those addressed we suggest the customer send them in an email to us at ***
We apologize again for any inconvenience this has caused and feel that the issue has been resolved at this time