Raise Marketplace Inc

Complaint: ***
I am rejecting this response because:
It seems my ability to repost has been restricted I do not see this stated It seems more like an "all sales are final" in this unique case
Sincerely,
*** ***

After receiving Revdex.com complaint number *** and reviewing the corresponding order number, we are happy to offer a solution to the customer.The customer purchased a *** eGift/voucher from Raise.com on December 1, for a purchase price of $38.38, after a promotional code and rewards were
applied, with a value of $On April 27, the customer contacted Raise Member Services, and the serving agent informed the customer of the *** policy changeWhile the order was already outside of the Raise Day Guarantee at that time, the serving agent reached out to the seller in an attempt to obtain the physical gift card for the customerRaise is a member to member marketplace, meaning that all of the gift cards are coming from individuals and not from the brands themselves.As the physical gift card could not be obtained from the seller, as they, like buyers, have a similar day guarantee, the customer was notified that the physical card could not be delivered and a refund could not be provided as the order fell outside of the guarantee period.We understand that this is a frustrating situation, and as this is the customer’s first and only purchase, we would like to provide the customer with the out of pocket cost of $in Raise CreditSince the order is outside of policy, we will not be able to return any of the promotions used on the orderThe Raise Credit of $is in the customer’s account and ready to be usedThis credit will automatically apply to a future purchase, and there is no minimum purchase amount for it to applyWe would like to consider this issue resolved at this time and hope that the customer finds a complimentary credit a suitable settlement

Initial Business Response /* (1000, 10, 2014/09/15) */
Revdex.com complaint # XXXXXXXX
Dear ***
I have read the following case inquiry in its entirety and reviewed all the information concerning this issueOver all, I am glad we were able to get your payment to youAnd I am truly sorry for any
delay
I understand your frustration, and would like to explain the moratorium involving your payment in some detail for youIt is very important to the integrity of our marketplace that no gift card would be sold more than once, or is available for sale on more than one marketplaceOnce we learned the gift card you listed was listed on multiple marketplaces including ours, we needed to reach out to the buyerDue to this fact, we needed to take 2-business days to insure our buyer had in fact received a usable Target gift cardAfter we confirmed this within the time stated we were happy to make funds available to you immediately
Thank you for understanding that we must continue to make our marketplace a safe oneAnd I am sorry for any confusion this may have caused
I am very happy we've been able to get your funds to you
Sincerely,
*** ***
Manager of Member Services

Complaint: ***
I am rejecting this response because:
You can see from their reply that they acknowledge what they sold me, a gift card had no value Well all they need to do is refund my money.
They claim they can not work with me as I have filed a complaint , of course I did after them telling me for over months they would refund my money *** *** informed me that I had days to file a complaint I did a *** search and found that this is the way Raise.com operates They keep telling the customer they are investigating the problem and promise a refund Once the days are past they tell the customer they are not eligible for a refund
Sincerely,
*** ***

After receiving Revdex.com complaint number ***, we were able to review the order and offer a different solution to the customer.On January 25, the customer purchased a *** gift card from Raise with a value of $for a purchase price of $The customer then contacted Raise Member
Services on August 8, and expressed to the serving agent that she had been unable to use the gift card until then, and when she attempted to use it in store, the card only had a total of $At that time, the serving agent informed the customer that the order fell outside of the Raise Guarantee and for that reason, could not be refundedThe Raise Guarantee is a guarantee for the purchase price of the gift cards that spans days from the date of purchaseAny issue the customer has with the gift card, as outlined in the Raise Guarantee, such as an incorrect balance, will be fully covered within the first days from the purchase dateAfter that days, Raise does not resell the gift cards, and the gift cards do not expireOnce the Raise Guarantee lapses, the only change that occurs is that the order is not fully covered if there is an issueAll of the gift cards coming across the marketplace are previously owned by other members and some are partially usedThis being the case customers are encouraged to utilize the full balance of the gift card within days so that any issue that may occur can be fully covered.In this particular case, due to the hardships that the customer has faced that caused the Raise Guarantee to lapse before the customer was able to utilize the funds, we are happy to offer the customer a courtesy refund for this purchaseAs the order is being refunded the credit offered in place of a refund has been removed from the customer’s account as the refund has been completed at this timeThis is a one time courtesy refund and has been issued back to the customer’s original source of paymentThe refund should be available back on that payment source in 1-business days, depending on the card issuerWe are happy to have been able to resolve this for the customer and look forward to serving her again in the future

SCAM COMPANY - DO NOT USE!
I placed orders on raise.com in November and received all the gift cards, and used some of the successfullyThen I placed a 5th order and was sent an email that my order was on hold until I called in for verificationThe emailed stated that my order would be cancelled if I did not call within hoursIt was night time, so they were closed and I had to call the next dayThe rep I spoke to said they require all customers to verify their identity within the first five orders (which I had never been told beforehand, but I was willing to do it)I answered the questions and was told they were all accurate and my order would be released and processedThe next day I got an email that my order was cancelled and sold to other customersReally? After I did everything I was told to do?
I emailed asking for clarification and received no responseSo I went to my account to get the other cards I had previously ordered and received, but had never usedEvery time I log in I get a popup saying "you've logged out succesfully"I tried different broswers, different computers, work and home, cell phone, etcNothing can log me into my accountI have emailed and called times in the past days and have not received a single response (even though the email auto reply says responses come in business days)So all the gift cards I purchased to use for Christmas shopping can't be accessed, and I had to spend more money out of pocket to buy gifts, and raise.com will not fix the issue or even speak with meSCAM COMPANY - DO NOT USE!

We were able to review complaint #*** and determine an appropriate solution
id="docs-internal-guid-67547317-64c8-803b-b1a7-00b6c5431470">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 sellerThe 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 cardsAlthough 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 $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

Complaint: ***
I am rejecting this response because:
I found a lot of victims like meYou can read many angry stories on http://www.resellerratings.com/store/RaiseSome of them are just like mineIt is not only about money, it is about business moralFull refund or inform my bank to let go the dispute
Sincerely,
*** ***

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, we are happy to
offer the customer an alternative resolutionOn May 15, the customer purchased multiple *** gift cards from Raise.comThis specific gift card had a value of $with a purchase price of of $The customer contacted Raise Member Services on May 20, and expressed to the serving agent that the gift card only had a balance of $when it was redeemed at Lowe’s
In order to offer a refund for a *** (In Store Only) gift card, we do require the gift card to be returned to the office or a transaction history be providedIn this case, the customer’s gift card was taken at *** when the value had been depletedAs this is the case, we are unable to offer the customer a refund for the gift card
As this is an unfavorable situation, we are happy to provide the customer with a Raise Rewards credit of $53.20, the amount of the partial refund that the customer would have received, had the physical card been returned to the Raise officeThis credit is now available in the customer’s account and will automatically be applied to the next order placedThis is, however, a one time courtesy, as with some physical card brands, we are unable to offer a refund without the physical card being present
We would like to consider the issue resolved at this time and hope that the customer finds a Raise Rewards credit a suitable settlement

After reviewing Revdex.com complaint number *** for a third time, we are unable to change the resolution offered to the customerThe Raise Guarantee is in place to protect the customer’s purchase price for the first days from the date of purchaseSimilar to a warranty, this is a strict time frame, and no further action can be taken on an order outside of that dateThe Raise Rewards credit was offered to the customer as a courtesy as we have been unable to apply a refund for the requested order
The Raise Rewards credit is in the customer’s account to use toward a future purchase, and any purchase made will be covered, as this purchase was, for the first days from the date of purchase
We understand that this is an unfavorable situation, but the Raise Guarantee is unable to honor requests received outside of that time frameOur sincerest apologies go out to the customer for this inconvenience

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
Sincerely,
*** ***

After receiving Revdex.com complaint number ***, we were able to review the order in questionThe customer placed an order on Raise.com on April 8, for a *** *** Steak House gift card with a value of $for a purchase price of $106.95, $after a weekend promotional code was
appliedThis order was canceled within ten minutes of the order being placed due to the transaction being placed internationally, and the member was notified via email immediately upon the transaction being canceledRaise currently does not transact outside of the United States, so someone with a United States credit card and billing address, even very close to the United States in Canada, is unable to place a successful orderWe do understand that this can be an inconvenience and apologize that the customer was not directed to his financial institution for further assistance with the pending chargeOnce a purchase is placed on Raise and then canceled, the funds are returned to the customer’s payment source immediately from Raise, but the financial institutions do not always get the funds returned as quicklyThis process can take up to business days depending on the financial institutionThe full purchase price of $has been returned to the customer’s original payment source, and if they are still not seeing it will need to contact their financial institution as the funds have been fully released from Raise as of April 8, We would sincerely like to apologize for the inconvenience that this has caused the customer and consider this issue resolved at this time

Initial Business Response /* (1000, 6, 2015/09/16) */
Dear Ms***,
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 the rejection to Revdex.com complaint response number ***, we again reviewed this orderWe would like to apologize for the confusion as there was an error in the email and the amount reflected as only for one of the five gift cardsThere was another email sent the following day expressing the correct full refund amount for the entire order of $
At this time the full refund has been provided and we have again sent the email confirmation reflecting the correct and full refund amountWe would like to apologize sincerely for the confusion and consider this issue resolved

Complaint: ***
I am rejecting this response because:I think Raise.com should be very clear upfront with their advertising that customers have the potential to lose all the money after a yearIn may case the advertisement should have stated that the money can lost after days and Raise will not entertain any concerns or questionsI think this case reflects advertising, poor customer service and profiteering as the sole purpose of the business at the expense of consumers. This also does not reflect any of the principles of Revdex.com including build trust, advertise honestly, tell the truth, be transparent and honor promisesThis clearly reflects breach of all these standards.I am really disappointed at the resolution of adding dollars as a gesture when I lost dollars totalI expect a full refund or will be forced to complain to *** and potentially file a claim in small claims court next.
Sincerely,
*** ***

After receiving Revdex.com complaint number *** we were able to review the
order and offer a solution to the customerOn December 11, the customer listed a Best Buy gift card valued at $with a purchase price of $That card sold later that day in Raise Order Number ***The customer then contacted Raise via live chat to express that they could not access their account in order to request a payout for the aforementioned card that they had sold
Regrettably at the time, Raise’s device verification system was experiencing technical difficulties This has since been resolved The Member Services agent informed the customer that the issue would be resolved within hoursThe customer then expressed interest in removing the listing, due to a friend wanting to purchase the gift card from them directlyUnfortunately, this request was not able to be honored due to the card information being sent to the buyerThe agent informed the customer that once an order has been completed, it cannot be canceled by either the buyer nor the sellerThe customer then reached back out to Raise via live chat on December 13, inquiring on if the order had been canceledUnfortunately, there was a bit of of miscommunication between the customer and the previous serving agent as the customer was under the impression that the order would be canceledAfter the new serving agent reiterated to the customer that the order could not be canceled, the customer informed the agent that they had filed a fraud claim with Best Buy in regards to this card being used by the original buyer
After receiving this information, the agent informed the customer that their account would be placed on a temporary hold, while the Best Buy investigation was completedBecause of this and the language used at the end of the live chat, Raise’s Seller Support team informed the customer that their account was deactivated and they would have to wait days to receive the funds from the sold gift card due to the circumstances surrounding this caseUpon further review, Raise reached out to the customer via email with further clarification of the case and why the account had initially been deactivatedRaise informed the customer that their account had been reactivated and they would be able to request their funds for the gift cardThe customer was paid out successfully via ACH Direct Deposit on December 15, for the full amount of $Overall, we are pleased to have resolved this issue and we also want to extend our sincerest apology for any inconvenienceWe ask that all of our members treat our employees with the respect and professionalism they expect from us We hope to better serve this customer in the future, and welcome any questions they may have at ***

We were able to further review this case and the Raise
account involvedAfter further review, it appears that the member was able to
use the promo code *** and has been refunded for her order *** This member was able to redeem *** on her first order
*** on 12/1/This
particular promo code is good for $off an
order of $or moreIt is for new users only and therefore can only be used
onceUnfortunately, this promo code never would have applied to
the order in question because it had already been usedWe apologize for any
technical issues the member had while using her Android app to place this
orderOur developers will be made aware of the situation so as to prevent
similar issues in the futureThe *** card in question was refunded outside of
policy on 12/The member was first offered a credit on her Raise account because
it is outside our policy to refund for a valid gift card once the order has
been processedHowever, we were able to re-list the gift card on her behalf
and issue a refund when it soldAt this time, $was refunded to the member’s original
payment sourceWe apologize for the inconvenience, but overall we believe we
have met this member’s needs

Complaint: ***
I am rejecting this response because: I still believe they are responsible for selling and reselling or allowing their client to use the cards. This is defrauding the PUBLIC and should be treated as such. THEY are a RIPOFF by refusing to go and contact the seller and refusing to provide a phone number to the corporate office. I stand by my statement.
Sincerely,
*** ***

After receiving and reviewing Revdex.com complaint number ***, and the corresponding order number, it appears that
the current resolution is warrantedOn February 2, the customer purchased three *** gift cards from Raise.comThe customer reached out to Raise Member Services on June 3, and expressed that two of the three gift cards had not worked as expectedThe Member Services agent explained to the customer that the order fell outside of the Raise Guarantee and no further action could be taken on the orderThe customer later spoke with a supervisor on the Member Services Team who also explained that the order fell outside of the Day Money-Back GuaranteeDuring the same phone call, the customer was offered $in Raise Rewards credit as recompense, as the order could not be refunded outside of the policyWhile 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 reason, we are unable to provide further assistance on the orderThe $offered by the Member Services supervisor is in the customer’s account to be used on a future purchase of the customer’s choiceWe would like to sincerely apologize for any inconvenience that this may have caused and look forward to serving the customer again in the future

We were able to further review complaint number *** as well as this customer’s Raise account and gift card
in question
The *** *** gift card was initially purchased for $on December 5, in order number *** On February 10, she decided to resell this gift card on our marketplaceFor some reason, our system found the card to have a zero balance and therefore denied her listingAt this point, the customer emailed our support team asking for more an explanationOur agent initially replied to her email and requested more information so she could look into the gift card
Unfortunately our Member Services Team then failed to respond in a timely mannerHowever, upon further investigation, we found that there was no issue with this *** *** gift card and therefore it should not have been deniedThe customer was made aware of this and given a promo code for the inconvenience
This *** *** gift card has now successfully been listed for saleShe will be paid for this card as soon as it is sold to another memberBecause this is indeed a valid gift card, we are unable to process a refund for this orderHowever, it will now sell as intended and we hope she takes advantage of the promotion that was made available to herWe sincerely apologize for any inconvenience and hope that we’ll be able to serve this member again in the future