Raise Marketplace Inc

I have purchased gift cards worth $3400 to purchase appliances for my new home. I didn't even get half of them in 14 business days which they have mentioned on their website. Tracking information that they provide on the website is completely inaccurate. Tracking information from raise.com shows that some of the cards have been scanned at some [redacted] location but I got them already. We can't track the cards with [redacted] website and they themselves don't know where exactly the cards are. Whenever I chat with customer care, they simply point me to the tracking information on the website which is complete nonsense and ask me to wait for 30 days. This is the worst online shopping experience. As of today its already 18 business days and I haven't got all of my gift cards. I have sent emails to support team to investigate what happened to the remaining gift cards which I suppose to get in 14 business days but no response from them. I wonder why they are charging money from the sellers if it is like [redacted].

After receiving Revdex.com complaint number [redacted], we have reviewed the corresponding order number in conjunction with the complaint.On October 5, 2015 the customer purchased 11 [redacted] eGift/vouchers from Raise.com. The customer then contacted Raise Member Services on May 12, 2016 and expressed to the...

serving agent that she was no longer able to redeem the gift cards that still have had remaining balances. At that time, the serving agent informed the customer that [redacted] changed their policy, earlier this year, regarding merchandise credits in the form of eGift/vouchers and they were no longer accepted in that format. The serving agent also explained to the customer that the Raise Guarantee had lapsed after 100 days from the purchase date and that no further action could be taken on this specific order. Upon this policy change made by [redacted] Raise reached out to the sellers of the gift cards for orders within the 100 Day Money-Back Guarantee to have the physical cards sent out to the buyers. Orders that fell outside of the 100 day period at that time were not requested as they were already outside of the policy time frame.When the customer contacted Raise, the serving agent reached out to see if the seller did have the gift card available to send in. Sellers, like buyer’s, have a 100 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 100 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 [redacted] 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 Guarantee. For 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 period. We would, however, like to offer the customer $50.00 in Raise Credit as recompense for this inconvenience.We feel that this issue has been resolved in accordance with the Raise guarantee and hope to better serve this customer in the future.

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

After receiving Revdex.com complaint number [redacted], we were able to review the order and offer a solution to the customer.On July 27, 2017, the customer purchased four [redacted] gift cards each valued at $10.00. The total purchase price for all four cards was $38.00. These were all delivered to the...

customer electronically as vouchers. As with every card that is sold on our marketplace, the balance is verified twice, once at the initial listing, and once at the time of purchase to ensure a valid card.The customer contacted Raise via live chat on August 1, 2017 stating the funds were removed from the cards and the order was canceled by the brand. The supporting agent informed the customer that this would be sent to our Gift Card Support Team for further review. This review typically takes between 7-10 business days, depending on the situation.On August 7, 2017, our Gift Card Support Team reached out to the customer via email stating they were unable to refund due to the brand informing us that the order was completed and delivered. The customer reached back out via chat stating that the order was returned back to the brand and it was never received. The customer also stated that the brand had informed them that these were all “rewards” cards, and only one could be used per order.After a second review by our Gift Card Support Team, they were able to confirm that the cards were indeed “reward” cards from [redacted]’s Anniversary Sale. The buyer’s order was refunded by the brand but the funds would not be restored to the cards due to note abuse.The customer was officially refunded by Raise on August 8, 2017, for the full purchase price amount of $38.00 after this information was obtained. Raise does not sell gift cards that expire or promotional cards such as these, so the customer was and is deserving of this refund. We would like to apologize to the customer for the confusion, and we have added an additional $10 in Raise Rewards to the customer’s account. These can be used at the customer’s earliest convenience.At this time, we would like to consider the issue resolved and hope that the customer finds a refund and complimentary credit a suitable settlement. Any other questions or concerns can be sent via email to [redacted]@raise.com. We look forward to continue serving this customer in the future.

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

After again reviewing Revdex.com complaint number [redacted] we are able to provide the customer with a different solution.
As mentioned previously, the customer is not authorized to resell this particular type of card on our marketplace due to the additional terms required for the sellers of this brand. This is true for all one-off sellers looking to sell this brand on Raise.
However, as a result, Raise is able to offer a one-time courtesy to the customer by sending them a pre-paid shipping label via email. The email will be sent within one business day. Once the customer receives his order in the mail, they can use the label to send the cards back to our office. Once Raise receives these cards into the office, we will be able to offer a full purchase price refund in the amount of $1,272.02. The customer will be notified via email once the transaction has been completed.
Overall, we would like to consider this matter resolved as we are making an exception to our policy in order to best serve this customer. We hope to be able to serve him again in the future.

After receiving Revdex.com complaint number [redacted], we were able to review the order and offer a solution to the customer.On December 13, 2015 the customer purchased an On the [redacted] gift card on Raise with a balance of $100.00 for a purchase price of $81.00, for which the customer paid $76.00 out of...

pocket after a promotional code had been applied. The customer had not previously contacted Raise, so before now we did not have the opportunity to further assist the customer. As this issue has now been brought to our attention, we are more than happy to assist. While the order does fall outside of the 100 Day Money-Back Guarantee, as a courtesy, we are happy to offer the customer a full refund of the out of pocket cost, $76.00.Raise is a member to member marketplace, so all gift cards are coming across the marketplace as previously owned and sometimes partially used. Just like all previously owned products, occasionally an unforeseen issue may arise, but that is why we have the Raise Guarantee, and encourage customers to use the balance within that time frame so that we are fully able to assist in those instances. The refund of $76.00 has been returned to the customer’s original payment source and will be reflected there within 3-5 business days. We are happy to have been able to provide a resolution to the customer and look forward to serving him again in the future.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On August 6, 2016 an order was placed through the member’s Raise account for two [redacted] gift cards. Later on this date, the customer contacted Raise...

Member Services and expressed that this purchase was made by the [redacted] cashier while typing in the gift card numbers from the gift card from the Raise Wallet. The process to add a gift card to the cart on the Raise app, and checkout, cannot be done directly through the wallet and does take multiple steps before checkout can be completed. In a situation where the purchase has been made from the member’s device as an accidental purchase, a refund cannot be offered. The Raise Guarantee does not offer refunds for accidental purchases. The customer’s call was escalated to a supervisor on the Member Services Team and the same information was reiterated, that the cashier had accidentally placed the order while accessing the [redacted] gift card numbers. The Member Services supervisor again explained the Raise Guarantee to the customer and apologized that the gift card could not be refunded for an accidental purchase.We can also confirm that the purchase was made through the customer’s mobile device. There is a multiple step verification process in which customers must verify their device when logging in, and this was not done for another device at the time of this order’s purchase. Unfortunately, again, the Raise Guarantee does not honor refunds for accidental purchases, and we sincerely apologize for this inconvenience. We will, however, be reaching out directly to the customer to see if we can come to a further resolution.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.The customer made a purchase on Raise.com for a [redacted] gift card with a balance of $75.00 and a purchase price of $69.40. On March 14, 2016 the...

customer contacted Raise Member Services via email that the gift card no longer held the correct balance. The serving agent responded on March 16, 2016 and expressed that the order was outside of the 100 Day Money-Back Guarantee Period. The Raise Guarantee is in place to protect the purchase price of all gift cards for the first 100 days from the purchase date. While there is no expiration on the gift cards, the Raise Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase. As a member to member marketplace, the information of our buyers and sellers is confidential and we are unable to provide information pertaining to the seller of the gift card to the customer. Of course, our Seller Support Team will do their due diligence to ensure that the necessary steps are taken with this seller. We would like to offer our sincerest apologies as this order falls so far outside of the Raise Guarantee that we are unable to provide further action on this order. We would like to consider this issue resolved at this time and look forward to better serving the customer again in the future.

After again reviewing Revdex.com complaint number [redacted] we are unable to directly provide the customer with a resolution.Whenever there is a case of unauthorized purchases that enters the Raise marketplace, we have a Seller Support Team in place that deals directly with these sellers and any authorities that may become involved. While the Raise Guarantee does not always allow for a refund outside of the 100 Day Money-Back Guarantee, further action is always taken in regards to the seller. In this particular case, the customer has issued a dispute through their banking institution, on the order. As that is the case, Raise no longer has the ability to directly resolve the case but will be working closely with the customer’s card issuer to come to a resolution. We apologize that customer has had to take this step and look forward to coming to a resolution for the customer.

Complaint: [redacted]
I am rejecting this response because:I purchased on 1/23/2016, and the fraud was happened on 2/5/2016 and 2/19/2016 respectively with the two [redacted] GC I purchased, it is within the 100-day window. Since my in-laws passed away during that time, I could not make calls right away... I've been with Raise for a long time, and always being a loyal customer, it is just not acceptable of being treated like this.  
Sincerely,
[redacted]

We were able to further review Revdex.com complaint number [redacted] filed by [redacted] as well as the order in question. The order [redacted] contained a $100.00 [redacted] gift card for which the customer paid $85.00.[redacted] completed an order for a [redacted] gift card on October 27th for...

which she was charged $85.00.  [redacted] Member Services was contacted via email on November 30th, when the customer notified us that after using a small portion of this $100 card, [redacted] 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 [redacted] as the gift card was not purchased directly through their company.Regrettably, [redacted] 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 phone.Because 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 $100 card.  The customer initially claimed to use about $15, and a refund of $72.25 was credited back to the customer’s original payment source on 12/31/2015. In addition, a $5 promotional code towards an order in the future was offered for the inconvenience.Our gift card support team will continue to review this gift card with [redacted] to conclude what the exact issue was, as well as to prevent these issues in the future.We 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 appropriate. We 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 Mr. **'s complaint, we were able to further review his order and the Whole Foods gift card in question. 
 
Mr. ** attempted to call our Member Services department on November 24, and requested a call back as his place in the phone queue was held. Due to a...

high volume of calls this day, the amount of time it took for a call back took longer than on a typical day. Mr. ** did receive a call back from an agent who was then able to assist him with his gift card. The Whole Foods gift card from order [redacted] was determined to have been closed by the merchant and therefore refunded. The $6.90 refund was processed and applied to Mr. **'s original payment source on 11/24. 
Overall we are pleased to have been able to assist Mr. ** with his issue and appreciate his patience.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted. On July 24, 2016 the customer made a purchase on Raise.com for an Olive Garden gift card with a balance of $200.00 for a purchase price of $156.00. The...

customer then contacted Raise Member Services on May 6, 2016 and expressed to the serving agent that the gift card did not contain the expected value. The customer also gave the information to the agent that he had received from the gift card’s parent company. During the phone conversation the serving agent explained our policy and apologetically declined this customer’s refund request.As this purchase is so far outside of the Raise 100 Day Guarantee, Raise is unable to take further action on the order. The 100 Day Guarantee is in place to protect the purchase price of an order for the first 100 days from the date of purchase. After that time, Raise is happy to look into any gift card issue but cannot offer a refund in the same way that we do within the first 100 days. Had the customer contacted us within the first 100 days, we would have been happy to offer a further resolution. In this case, the order fell so far outside of the guarantee period that a refund could not be provided, and the customer was offered a promotional code and a $25.00 credit as recompense.We would like to sincerely apologize for the inconvenience in this and would like to consider the issue resolved at this time.

Complaint: [redacted]
I am rejecting this response because: I purchased gift card from Raise and it was showing no expiry on it. Now card is not working and I do not understand meaning of no expiry due to this reason. I can accept physical gift card from [redacted] for same amount I purchased from Raise.
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 June 27, 2016 the customer placed an order on Raise.com for an [redacted] gift card with a balance of $203.04 for a purchase price of $180.71. The...

customer then contacted Raise Member Services on June 30, 2016 and expressed to the serving agent that the brand did not accept the gift card and canceled the order. The brand issued a new gift card to the customer when the order had been canceled.The customer did not want to keep the gift card due to the brand canceling the order initially. Unfortunately, Raise cannot offer a refund on a gift card with a full and valid balance. As the customer did not want to keep the new gift card, a request to look into it further was sent to the Gift Card Support Team. The team was able to confirm that the new gift card number had been used by the customer to place a new and successful order with [redacted]
If the customer is still having trouble placing orders on [redacted] we would be happy to have a Member Services agent assist on a three way call with the customer and the brand to confirm that the gift card was not the customer’s purchase and was purchased through Raise, so that the account can be righted.We apologize for this inconvenience but are glad that the customer was able to utilize the funds from the gift card, and would like to consider the issue resolved at this time.

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

the customer.
The customer placed an order on November 27, 2015 on Raise.com for a [redacted] eGift/Vouhcer with a balance of $25.00 for a purchase price of $19.00 which the customer paid $4.00 out of pocket as the rest was covered by Raise Rewards and a promotional code. The customer contacted the Revdex.com as well as Raise, regarding this order on May 12, 2016. There is a 2-3 business day response time for emails sent to Raise.
While the order does fall outside of the 100 Day Money-Back Guarantee, the order was escalated to the Gift Card Support Team for further review, as all orders brought to the attention of Raise outside of the guarantee period must be reviewed by the Gift Card Support Team.
The Gift Card Support Team has determined that a refund will be provided to the customer for the we $4.00 spent out of pocket on this gift card. The customer was refunded as of May 17, 2016 and a confirmation email has been sent to the email address on the customer’s Raise account. This refund will be reflected on the customer’s original payment source in 1-3 business days.
Overall, we are pleased to have resolved this issue for the customer and look forward to serving them again in the future.

After receiving Revdex.com complaint number [redacted] we were able to review the order and offer a solution to the customer.On December 14, 2017, the customer purchased two [redacted] gift cards, each in separate orders, on Raise.com. Raise Order Number [redacted] contained a $50 valued gift card with a...

purchase price of $46.85. Raise Order Number contained a $25 valued gift card with a purchase price of $23.43. These two orders were completed within 3 minutes of each other. Both of these gift cards were egift/vouchers, meaning they would get delivered electronically to both the customer’s Raise account, and email address within 24 hours. As with all cards listed on Raise, the balances were verified twice, once at the initial listing and once at the time of purchase to ensure a valid balance.The customer contacted Raise Member Services on the same date, informing the supporting agent that both gift cards were showing as zero balance. The supporting agent informed the customer that this request would have to be sent to our Gift Card Support Team to be reviewed. This gift card was coming from a verified seller, and only some cards are sent over for review. This process will take between 7-10 business days.Our Gift Card Support Team reached back out to the customer on December 18, 2017 informing the customer that a refund would not be possible due to the redemption information received from the brand. We have a direct partnership with the brand that allows us to receive this information. The brand informed us that both cards were used in an online order and an outstanding hold would be placed on both cards until the product was shipped, at which point the cards would be at a zero balance. The customer insisted the cards were not redeemed, which led to another review in these two cards. Our Gift Card Support Team reached back out to the brand to see if they could provide any additional information. On December 21, 2017 an email was sent to the customer informing them that a refund was not able to be processed due to the new information provided to us by the brand. The email detailed that the initial order placed on December 15, 2017 was canceled. The authorization hold was placed due to the brand’s system taking a couple of days to refund the gift cards. The funds were returned to the gift cards in 2-3 business days. The customer had attempted to redeem the gift cards after the order was canceled, but the funds were not yet returned, which explains why they were viewing a zero balance.At this time, we would like to consider this case resolved as both gift cards were redeemed in-store in Plymouth, Massachusetts, which is where the customer is located. We would like to sincerely apologize to the customer for the confusion and the time it took to resolve this issue. We are happy to see that they were able to redeem the gift cards however, and we hope to better serve the customer in the future. Any additional questions or concerns can be sent via email to [redacted]@raise.com.

After receiving Revdex.com complaint [redacted] and reviewing the order it is regarding, it appears that the current...

resolution is warranted.
The customer placed an order on Raise.com on November 21, 2015 for six [redacted] eGift cards. The two cards in question were purchased with a $165.12 value and purchase price of $150.41 and a value of $316.85 and a purchase price of $288.62. On March 15, 2016 the customer reached out to Raise and expressed to the serving agent that these two gift cards, out of the six, had no value. These two gift cards had been mailed to the customer in the physical form at the end of January due to the [redacted] policy change.
At 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 do.
The 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, 2016 they notified the customer that due to how much time had passed since the order was placed, the order could not be refunded. While there is no expiration on the gift cards, the Raise 100 Day Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase. For 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.

After receiving and reviewing complaint number [redacted] and the order number in question, it appears that the current resolution is warranted.The customer purchased a Macy’s eGift card from Raise.com on April 25, 2015 with a value of $7.79 for a purchase price of $6.39. On January 20, 2016 the...

customer reached out to Raise Member Services over the phone as they were having trouble redeeming the gift card. As the order fell outside of the Raise 100 Day Guarantee the inquiry was escalated to the Gift Card Support Team.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 5, 2016. As the order falls so far outside of the Raise 100 Day Guarantee the Gift Card Support Team determined that we are unable to provide a refund for this order. All gift card balances are verified before being listed onto the marketplace and again before being processed into an order. The gift card in this order was verified as having the full and valid balance at least twice before being completed into the customer’s order. This gift card does show that the card status has now been deactivated, but this is a change made by the brand that did happen sometime after the initial balance checks that were made while listing the gift card on the marketplace and processing it into the order. While there is no expiration on the gift cards, the Raise 100 Day Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase. 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 consider this issue resolved at this time and look forward to serving the customer again in the future.