Raise Marketplace Inc

Complaint: [redacted]
I am rejecting this response because:1. Access to my account has been denied since I complaining about an fraudulent purchase. I lost access to all cards I had to the account.2. I did make the purchase, and called the company within 5 min of seeing the charge on my credit card . I was notified about this large purchase place to my account by my credit card company, while trying to use my wallet (on my phone) at [redacted] bread that did not work either.3. Your company failed to notify customers, that [redacted] Bread cards from Raise are not accepted. I lost another $40 there.4. Not to mentioned that I have purchased gift cards multiple times and orders were canceled, but only after a month of using my money.5. The women (Lovely-name of manager) was rude by calling me irrational, stupid and threatening to hang up the phone. She was unprofessional, and made rude comments regarding my accent  6. In their terms they guarantee a refund for purchased where cards are incorrect upon purchase. Thus this should not even be a questions of whether to award me my refund.
Sincerely,
[redacted]

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding Card ID, it appears that the current resolution is warranted. On May 24, 2017, the customer listed a $150 valued [redacted] gift card for sale for a purchase price of $139.50. The card sold in Raise Order Number...

[redacted] on May 26, 2017. The customer requested payment for this card via [redacted] on the same date. On June 12, 2017, the buyer of this card was refunded by our Member Service team due to the card having an inaccurate balance. Under our 1 Year Money-Back Guarantee, the buyer was to be refunded and the seller was liable for the card that was sold, which resulted in the customer’s seller account being debited. The same day, the customer contacted Raise and was inquiring about the seller debit on their account. Our Member Services team informed the customer that this request was being sent to our Gift Card Support Team for further look into the card and the transaction history. This process will typically take between 7-10 business days. On June 13, 2017, an agent from our Gift Card Support Team reached out to the customer via email informing the customer of the transactions that had occurred on the gift card. Based on the information provided to us by the brand, we were unable to reverse the debit as the cards were not redeemed in the buyer’s area. After several emails with our Gift Card Support Team, this case was escalated to the Head Supervisor of our Member Services team. The supporting supervisor was able to work with the customer in finding out more information about the card. This information included where the card came from as well as where the card was initially redeemed. The supporting supervisor was able to work with the customer and as a result, the initial debit was reversed. Due to the special circumstances surrounding this card, the seller was no longer liable for the card that was showing as an inaccurate balance.  We will continue to work with the customer in finding the root issue of the card, as well as reach out to the brand to inform them of an issue with the cards that were provided. In addition, there is no software vulnerability that would allow a third party to access this card information. Any information that is obtained is kept secure within our website and internally.  Overall, we are pleased to have resolved this issue and we also want to extend our sincerest apology to the customer for the troubles that this experience has caused. We hope to better serve this customer in the future. Any follow up questions or comments can be sent via email to either [redacted]@raise.com, or to the email address provided by the Head Supervisor of our Member Services team.

After receiving Revdex.com complaint number [redacted] we were able to review the order and offer a solution to the...

customer.
On October 7, 2016 the customer placed an order for three [redacted] gift cards, and unfortunately only one of the gift cards was processed into the order. This being the case, the customer was unable to utilize the promotional code that would apply to an [redacted] gift card purchase of $50.00 or more.
The customer contacted Raise Member Services and asked to be provided with a satisfactory resolution, and this however, did not happen. Again the customer contacted Raise, but this time through an outside review website, and a satisfactory resolution was offered.
At that time the customer was given the $10.00 promotional code that was not applied, as Raise Rewards to use on a future purchase. An additional $5.00 in Raise Rewards was also offered to the member for the inconvenience and for her patience through this situation.
We would like to again apologize to the customer for this inconvenience, and would like to consider the issue resolved at this time.

After receiving Revdex.com complaint number [redacted], we were able to further review the Raise account and order in question. Order number...

[redacted] containing an [redacted] Kids gift card was placed at 4:54 p.m. on 11/24, then processed and delivered automatically. The customer did send an email asking to cancel the order because their child was playing with the phone. Per 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 information. As a one-time courtesy, we will be refunding the customer for this card and re-listing it on their behalf. Unfortunately, we will not be able to provide the same courtesy in the future. We 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 Revdex.com complaint number [redacted] and the corresponding order number, we were able to review the order...

and offer a solution to the customer.
On January 1, 2016 the customer placed an order through the Raise marketplace for a [redacted] (In Store Only) gift card with a value of $100.00 for a purchase price of $82.79. The customer then contacted Raise Member Services on August 28, 2016 and expressed to the serving agent that the gift card did not have the balance upon attempted redemption. At that time, the serving agent informed the customer that the order fell outside of the Raise Guarantee so no further action could be taken on the order.
The Raise Guarantee is in place to protect the customer’s purchase price for the first 100 days from the purchase date. Once this time frame passes, unfortunately, we are unable to provide the same kind of resolution that we would within the first 100 days.
We would, however, like to offer the customer a courtesy and refund the order outside of the Raise Guarantee. The purchase price the customer paid, $78.65, has been returned to the customer’s original payment source and will be available in that account within 1-3 business days.
We are happy to have been able to provide the customer with a resolution and look forward to serving them again in the future.

Revdex.com:
The following is the only written response we received from Raise:JUN 10, 2016  |  01:19PM CDT [redacted] replied:  Hello [redacted]Thank you for contacting Raise Member Services.I see where you previously called in about order [redacted] and spoke with one of my coworkers and a supervisor. Unfortunately, the order date falls outside of the 100 days specified in the Raise Guarantee, but the supervisor went ahead and applied $75 in rewards credit to your account for this inconvenience.At this time we’re unable to do anything further about this order. We sincerely apologize and hope you’ll accept the $75 in rewards as a token of our appreciation for you as a member.If you need assistance with anything else, feel free to contact us.Regards, [redacted]I have reviewed the response made by the business in reference to complaint ID [redacted], and based on my past exceptionally good experience with them, find that this resolution is satisfactory to me.
Sincerely,
[redacted]

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the...

current resolution is warranted.
On August 2, 2015 the customer placed an order on Raise for three [redacted] gift cards of varying values and prices. The customer then contacted Raise Member Services on May 1, 2016 and expressed to the serving agent that the eCards were no longer available for him to view in the Raise app. At that time the serving agent informed the customer that the order fell outside of the Raise Guarantee and a promotional code for a future purchase was offered.
The Raise Guarantee is in place to protect the purchase price of all orders for the first 100 days from the purchase date. After that strict time frame has passed, we are happy to look into an order but cannot guarantee a refund or replacement card in the same way we would within the first 100 days.
While this order does fall outside of the 100 Day Money-Back Guarantee, as a courtesy, we would like to offer the customer $196.00 in Raise Rewards credit. This can be used toward a future purchase or purchases on Raise and will automatically apply to the next order placed. The credit is now in the customer’s account, and if there are any questions we are happy to answer them if the customer emails us at [redacted]
At this time we are happy to have been able to offer a resolution to the customer and would like to consider the issue resolved at this time.

After reviewing the customer’s response in regards to complaint number
14.6667px; font-family: Arial; background-color: rgb(255, 255, 255);">[redacted]  and the order in question, it appears that a similar resolution is warranted.
On November 30th 2016 the customer placed an order for a Sephora gift card valued at $100 for a purchase price of $94.69 that was charged to the customer’s credit card. The customer contacted Raise on February 22nd 2016 and notified the Member Services Agent that they had only been able to redeem $25.20 from the gift card. During the phone call the customer also provided the information that the gift card had been used for an online purchase, made by them, on February 2nd 2016 for $25.20 and another two online purchases for $38.97 and $35.83 on the same day which the customer claimed as not their transactions.
Per Raise policy this specific inquiry was escalated to the Gift Card Support Team for further review. During this review process it was determined that the merchandise confirmed by the customer to be their purchase was sent to an address in Florida whereas the purchases the customer claimed to be unauthorized were also delivered to the same address in Florida. For this reason we are unable to process a refund. We apologize for any confusion and look forward to serving this customer again in the future.

Complaint: [redacted]
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 2 months they would refund my money.  [redacted] informed me that I had 90 days to file a complaint.   I did a [redacted] 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 90 days are past they tell the customer they are not eligible for a refund.
Sincerely,
[redacted]

After again reviewing Revdex.com complaint number [redacted] we are, unfortunately, unable to provide the customer with a different resolution.
The Raise Guarantee is in place to protect the purchase price on all orders for the first 100 days from the date of purchase. Outside of the 100 day time frame, refund and review requests received will not be honored, per the Raise Guarantee. Our Seller Support team is notified of any continued issues with a particular seller to take any necessary action.
The guarantee period for this order lapsed as of March 16, 2016. Had the customer contacted un on or before this date, Raise would have been able to fully cover the purchase. As the request came in after this strict time frame, no further action could be taken on the order.
We would like to again apologize for any inconvenience and would like to consider the issue resolved at this time.

After receiving complaint number [redacted] we were able to review the order in question and offer a solution to...

the customer.
On January 30th, the customer placed an order for one [redacted] eGift card and two [redacted] eGift cards.  The customer contacted Raise Member Services via phone on December 24th in regards to the two [redacted] cards that she was not able to redeem.  Although these gift cards are well outside the Raise 100 day guarantee, the customer was told that our gift card support team would review this refund request.  An update from our support team is typically sent within three to five business days.  We sincerely apologize that our team was not able to find a resolution within the timeframe promised.
On January 11, 2016, the customer was notified that we were able to provide a courtesy refund of $54.14 for these two [redacted] eGift cards.  We also informed her of the Raise guarantee that is in place to protect buyers, should they have an issue redeeming a gift card purchased from Raise for 100 days from the purchase date.
We would like to offer a sincere apology for the trouble with these cards, as well as the length of time it took to resolve this issue.  We are currently working to bring our response time back to a level we find reasonable.  As we were able to refund the customer for these gift cards outside of policy, we are happy to consider this issue resolved.  We look forward to serving her again in the future.

After receiving Revdex.com complaint number [redacted], we have found that this issue has been resolved by a Raise Member Services agent.On November 28, 2015, the customer placed an order for a [redacted] physical gift card with a value of $100.  The total charged to the customer’s credit card was $88.34....

 Sellers of physical cards are allowed three business days to ship a card, and the buyer should receive physical cards delivered by [redacted] within 14 business days.  Should a gift card’s tracking number show information that it has been scanned into the [redacted] mailstream, we allow 30 days before considering a gift card lost in the mail.The customer first contacted Raise Member Services on December 28 to inform our team that he had not received his [redacted] gift card.  The handling agent was able to confirm that the tracking information had not updated, and in accordance with the 30 day policy, we were able to refund the purchase price of this order.On January 20, 2015, the customer was refunded $88.34 and offered a $5 promotional code for the inconvenience caused by this card that had been lost in the mail.  We understand that it is unacceptable to not provide the customer with an update and/or refund for much longer than stated.  We sincerely apologize for the delay in resolution, as well as the shipping issue.  Overall, we feel that this issue has been resolved and we hope to serve the customer again in the future.

After receiving Revdex.com complaint number [redacted] we were able to review the order in question and can confirm that the desired resolution has been provided. On January 31, 2016 the customer purchased four [redacted] gift cards from Raise.com for a total value of $1600 with a total purchase price...

of $1475.40, for which the member paid with a credit card. The customer reached out to Raise Member Services on February 8, 2016 through the Raise chat function and notified the serving agent that [redacted] had notified him that one of the gift cards had an issue. At that time the serving agent did begin the process to have the card reviewed by the Gift Card Support Team. The Gift Card Support Team does address all gift cards that have a problem when they are of a higher value.Further information was requested of the customer and we greatly appreciate his cooperation and patience regarding the matter. Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved and the customer was notified via email on March 7, 2016 that all four of the [redacted] gift cards have been refunded to the customer’s original payment source. We understand that this is an unacceptable time frame for a customer to wait for a resolution and we are actively working to minimize our response times for the Gift Card Support Team.We would like to extend our sincerest apologies for the amount of time the customer waited for a resolution, and we hope to better serve this customer in the future.

Raise is one of the worst retailers I've ever dealt with.
I purchased a [redacted] gift card for $25 and printed out my voucher. When I attempted to use my voucher at a [redacted] market, they denied the transaction- said they never heard of Raise and I should speak to them about my gift card.
I then called a Raise customer service representative who let me know she was able to verify the credit still exists for my gift card. However, they are unable to transfer the balance anywhere so my money is just sitting there, inaccessible to me. I asked the customer rep if I'm basically unable to use my money and her reply was "Please accept our sincerest apologies for any inconvenience this may cause, and we would like to offer you a discount on your next purchase. Enter code 5ONRAISE for $5.00 off your next order over $50.00." Seeing that the only purchase I've ever made at Raise was a terrible experience, I guaranteed her that I will never purchase from their business again.
If you would like to spend your hard earned money wisely, I strongly suggest you to not waste it at this retailer.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number ([redacted]), it appears that the current resolution is warranted.On February 2, 2017, the customer purchased a $50 valued AMC Theatres egift/voucher (with a listing price of $42.00) along with a $12.06...

valued [redacted] gift card (with a listing price of $11.33)  for a total of $53.33. The customer also used a first time user promotional code on this order that was good for $10 off a $50 or more purchase. The final purchase price for this order was $43.33 after the promotional code was deducted.On March 24, 2017, the customer contacted Raise via live chat informing the supporting agent that the AMC Theatres gift card they had purchased was not working properly. The customer had informed to the supporting agent that she had added this egift/voucher into her “AMC Stubs Account” and the card was removed, along with the remaining balance as it was marked as invalid by the brand. The supporting agent interpreted that the customer was able to use $39.00 of the card which explained the adjusted refund amount that was initially offered, which was $7.50. In addition, because the brand had also requested the funds back from the customer, the supporting agent had requested documentation from the brand stating this for our records. This information was requested by our Gift Card Support Team so they could follow up with the brand with more details about what happened to this card. The supporting agent had informed the customer once that documentation had been received, we would be able to move forward with the refund.The customer also reached out to Raise via [redacted] on 3/24 requesting a resolution to this issue as well.After further review into this case, the customer is indeed protected by our 1 Year Money-Back Guarantee as this is an invalid card. We will be processing this refund for the total of $34.12, which takes into account the first time promotional code that the member used. This refund takes into account both the promo code and the [redacted] card that was purchased on this order. This refund will also be sent in the form of a physical check, as requested by the customer. This will be sent the billing address on file to the customer and it should arrive in 3-14 days. We also kindly ask the customer to send us an image of any documentation they receive from the brand at their earliest convenience.Overall, we are pleased to have resolved this issue and we also want to extend our sincerest apology to the customer for the delay in a resolution, as well as the inconvenience this whole experience has caused. In addition to the refund, we have added $10 in Raise Rewards to the customer’s account as an extension of our apologies. If the customer would like to use us again, those rewards will be there to use at her earliest convenience. We hope to better serve this customer in the future and any further questions or concerns can be sent to [redacted].

After receiving a rejection response for Revdex.com complaint number [redacted] we have again been able to review the orders in question, and Raise is unable to provide a different resolution for the member.
Raise has a 100 Day Guarantee during which any issue with a gift card will be looked into and resolved. When an issue arises outside of the 100 day period the issue can still be given a review, but a refund or resolution cannot be guaranteed.
All of the orders brought to the attention of Raise in the original complaint have been reviewed by the Gift Card Support Team, but as they were all purchased so far outside of the 100 Day Guarantee period, no further action can be taken by Raise.
The most recently purchased of the orders in question, all purchased on April 21, 2015 were outside of the guarantee period as of July 30, 2015. The other two older orders were outside of the guarantee period as of May 9 and 11, 2015. This being the case, Raise was unable to take further action on the orders because of the length of time that had passed since the guarantee period came to a close.
We feel that this complaint has been resolved following the Raise guarantee and apologize for any inconvenience. We hope to better serve this customer again in the future.

Complaint: [redacted]
I am rejecting this response because:
As I have stated several times for each time you have reached out to me, this is not what your guarantee is.  When I said that I had used "about $20", I have no idea how accurate that is.  Since the card was reported fraudulent (JITB's words, not mine), I should be refunded the entire amount of my purchase, as it clearly states in your 100-day guarantee: For 100 days from the date of purchase, the Raise Guarantee covers:Gift cards that are not activeGift cards with an inaccurate balanceGift cards received as a different brand than orderedGift cards not received within 30 days from the date of purchaseandThe Raise Guarantee covers the purchase price of the gift card, not any savings or discount the buyer received. As I had explained to one of your customer support agents, if you had, even in good faith, sold me car that turned out to be stolen (which is tantamount to what happened here), would I be expected to pay a "rental fee" for the time I used it?  That idea is preposterous, but that is what you are expecting here.  You cannot rewrite a contract that you failed to follow through on after the fact.At the end of the day, I just do not want to buy from a company that sells stolen gift cards and then does not honor the guarantee that is sets forth before purchase.  You can "spin" it however you want to but those are the facts of this situation.  
[redacted]

Initial Business Response /* (1000, 9, 2014/08/06) */
In response to Revdex.com complaint # XXXXXXXX
Dear Mr. [redacted],
I have read your complaint in its entirety and reviewed your concerns in detail. I am truly sorry that Home Depot may have identified the gift cards you used as...

part of fraudulent activities.
Here at Raise we take security very seriously. We cooperate with federal and local police agencies to make sure that fraudulent activities are appropriately prosecuted. In no way do we encourage or facilitate criminal activity, but instead protect against it and report it in its entirety to the correct government agencies.
If you have any further questions or concerns about how Raise handles unlawful activity please contact us.
Please let us know if there is anything else we can do for you.
Sincerely,
[redacted]
Manager of Customer Service

After receiving Revdex.com complaint number [redacted], we were able to review the customer’s account and offer the desired resolution to the customer.On September 20th, 2017, the customer listed a $500 Bergdorf Goodman card for sale on Raise. This card was listed at a purchase price of $450. All cards...

listed on Raise are verified by our Trust & Safety team and are officially live within 24 hours, but some may take longer if further verification is needed. This card went live later that day and sold in Raise Order Number [redacted]. The customer received payment on this card on September 25, 2017. On October 30, 2017, the buyer of Order Number [redacted] contacted Raise Member Services stating that the brand canceled their orders and all gift cards they used now appeared to show a zero balance. Due to the total number of cards that the buyer inquired about, this request was sent to our Gift Card Support Team for further review. When a request is sent over to this team, the refund remains pending and the seller is not debited until the refund has officially been applied.Unfortunately, due to an error in our system, an email was automatically sent to the customer informing them their card was debited, although no refund had actually been processed. Again, it was still in a pending state, and the customer’s seller account was never officially debited. We’d like to sincerely apologize to the customer for the confusion that email caused and we are actively working on getting that addressed now.After further review into that order, our Gift Card Support Team found that there was an error with the order with the brand. Although the order was canceled, the funds are in the process of being returned to the gift card, so the pending refund on Raise’s end will be canceled and the buyer will be able to use the card at their earliest convenience. Every refund request is further reviewed in order to ensure the validity of the buyer’s claim. We have security measures in place in order to best protect both buyers and sellers. At this time, the pending seller debit was reversed and the customer does not owe Raise any additional funds and there is no further action needed.We would like to consider this case closed as the pending refund was canceled and the customer’s seller account no longer has a negative balance. An email was sent to the customer via [redacted]@raise.com with a detailed explanation of what occurred. We would again like to apologize for the confusion and the inconvenience that the initial email caused. We will be following up with the buyer as well to inform them of the situation.  Any follow up questions can be sent via email to [redacted]@raise.com.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that...

the current resolution is warranted.
On October 7, 2015 the customer purchased a Tommy Hilfiger gift card from Raise.com for a purchase price of $88.51 with a value of $100.
The customer then contacted Raise Member Services on April 24, 2016 and expressed to the serving agent that the gift card was not working. The serving agent explained to the customer that the order fell outside of the 100 Day Monday-Back Guarantee so a refund could not be provided.
The Raise Guarantee does not cover requests on orders made outside of 100 days from the date of purchase. Had the customer inquired about this gift card within the first 100 days from the date, with an issue, it would have absolutely been resolved. As the order was brought to the attention of Raise outside of that 100 day period, no further action can be taken on the order.
We would like to apologize for any inconvenience that this has caused and look forward to better serving the customer again in the future.