Raise Marketplace Inc

Purchased (5) $100 gift cards from Raise.com. They only delivered (3). I contacted Raise.com several times to refund the (2) gift cards that I paid for and they didn't deliver. I ended up having to do a charge back with my credit card company. Becuase of the chargeback, Raise.com suspended my account.

Complaint: [redacted]
I am rejecting this response because:
the $100 was a courtesy that was given because raise.com said they wouldn't refund my $450.00.   After I did extensive hours of research I found that raise.com did indeed sell me a card that was bought with a stolen credit card and sold me a gift card for $450 that indeed had a value of $0.00
upon contact with raise.com they claimed to have checked it before sending to me and that it had a proper value on the gift card of which I paid $450.  They said they wouldn't and couldn't refund due to hey sold me a valid gift card and it was past their "100 return" policy   I spent countless hours on the phone and sent numerous examples emails with no success but to hear the same answer from raise.com.  That hey couldn't refund me.
I still haven't received any flee fund that they claim they processed and they took my $100 in rewards that had nothing to do with the $450 that they owe me . I proved them wrong and they claim they have refunded me but this is yet just another lie.   
Not only does raise.com owe me $450 for the card which they now admit they sold me and was stolen and had a zero balance but they owe my an additional $1000.00 for the accrued time that I spent in research, phone time and all the above.  I spent over 70 billable hours in attemp to get a refund that should have been processed from the beginning   
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:First, I never saw there is a 100 guarantee rule mentioned anywhere on the website, or in my order confirmation email, at least it's not something that obvious to see. You might include it somewhere in a fine fine print to trap the customer on purpose. Secondly, the two times you mentioned are totally wrong. My order happened at 11:16PM on 2/18/2016, and my first phone call with you was around 5/20/2016, which was still within 100 days. I think I made myself pretty clear during the phone call that I refused to accept your $35 credit as a compensation, which is nothing comparing to $170 loss that incurred to me. As a customer, I just want to let you know that cheating customer is not the right way to do business. It is FRAUD. It will hurt your business on a long run. Be smart please. It's okay that I lose my money for this time, but I need to let other customers know what happened to me, and hope that this will not happen to anyone else any more.
Sincerely,
[redacted]

After another careful review of Revdex.com complaint number [redacted] and the corresponding order number and email correspondence we would like to reiterate to the customer that the $75.00 credit was offered in regards to both of the orders, not just one.
The $75.00 credit offered to the customer by the Member Services supervisor was offered as recompense for both order R6[redacted] and order R3[redacted]. This was expressly stated in the email sent to the customer by the Member Services supervisor which we will have him resend as well, just so that the customer has that information readily available.
We would like to apologize for any confusion and would like to consider the issue resolved at the time.

After receiving Revdex.com complaint number [redacted], we were able to review the order in question.
id="docs-internal-guid-e396bb1b-fac0-6437-c1ce-af08ea9d648f">On January 27, 2017, the customer purchased 3 [redacted] gift cards valued at $30.00 each for a total purchase price of $66.00 (each gift card was priced at $22.00, respectfully).
The customer reached out to Raise via email that same day, stating they were not able to use the gift cards due to the brand’s redemption restrictions. Because of this, the customer wished to return these cards.
A supporting agent responded to the customer the next day, on January 28, 2017, informing the customer that these gift cards are unable to be returned/refunded as they are all active and show the full accurate balance. Every gift card on the order showed and is still holding the full $30.00 value.
The customer emailed Raise back that same day again requesting a refund for this order, due to the brand’s redemption restrictions. The customer sent another email on January 31, 2017, as they had not heard back from Raise in regards to this issue. The supporting agent responded back to the customer via email on February 1, 2017 informing the customer that this specific order was not covered under our 1 Year Money-Back Guarantee ([redacted]). The Delivery & Redemption information for the [redacted] gift card listing does state: “Only one gift card may be used per transaction. Gift cards cannot be combined with other promotions.” The supporting agent informed the customer of where they can find this information on the website as well.
The Delivery and Redemption information is available before a purchase is made, on the gift card’s listing page. Every gift card listed on the marketplace does have specific Delivery and Redemption information available for customers to view before making a purchase. We do understand that different brands do have different redemption instructions, and this is why the Delivery Information is available for customers before, as well as after, they complete their purchase.
In this particular case, the three [redacted] gift cards do still contain the full and valid balance of $30.00 each, and as the Raise Guarantee does not honor returns on gift cards with full active balances, we are unfortunately, unable to honor a refund for these gift cards.
At this time, we would like to consider the issue resolved, and as the gift cards are valid, we encourage the customer to relist these gift cards for sale on our marketplace, if they no longer wish to keep them. We would be more than happy to answer any follow up questions in regards to that process via email at [redacted].

After receiving Revdex.com complaint number [redacted], we were able to review the order and offer a solution to the customer.On December 23, 2016, the customer purchased two [redacted] physical gift cards, one valued at $587.89 with an initial purchase price of $532.04 and the other valued at $145.18 and an...

initial purchase price of $131.26, respectfully. There was a first time user promotional code applied to this order that was good for $5 off a $25 or more purchase. The total purchase price of this order was $658.30.These two cards were coming from two different sellers and they were expected to arrive to the customer’s shipping address within 14 business days. In the case that a card does not arrive within the allotted timeframe, we encourage the customer to contact us so we can move forward with the next steps and a resolution.On January 13, 2017, the customer called our Member Services team informing the agent that only one card (the one valued at $145.18) was received.  The supporting agent informed the customer that, unfortunately, there was no tracking update available and that the seller had not sent out the card valued at $587.89. The supporting agent proceeded with a refund for the card not received, as the customer is protected by the Raise Guarantee. (https://www.raise.com/guarantee) Our Guarantee does state that it covers the purchase price, not any savings or discount the buyer received. The refund of $528.03 was processed after the promotional code was discounted off the total purchase price. Our Seller Support Team will also be holding this seller accountable as we do hold them to a high standard and we expect physical cards that are sold to be sent within that 3-14 business days time frame.In addition to the refund, we have added $10 in Raise Rewards to the customer’s account, $5 for the initial promotional code, and $5 for the troubles that this order has caused. These will automatically at checkout and can be used at the customer’s earliest convenience.We would like to consider the issue resolved at this time and hope that the customer finds a refund and complimentary credit a suitable settlement. Any further questions or concerns can be sent via email to [redacted]

I purchased 2 AMC movie electronic gift cards in July 2015. I tried to use them in February 2016 only to find out the numbers were hacked and used by someone else. I called Raise to report the issue, and they said they can do nothing about it because I was outside the 100 day guarantee policy. I wasn't given an opportunity to prove that the cards were in fact stolen and what happened to me was a crime. Raise should have a process for investigating and confirming fraud and theft. It is so easy for electronic codes to be stolen. I can't imagine I'm the first victim here. Raise lost my trust. Very disappointed in a service that I once thought extremely highly of.

Complaint[redacted]
I am rejecting this response because: The issue is with the gift card that raise sold me, not uber, so therefore the gift card doesn't work and falls under the one year guarantee. This company is a joke!! They refuse to give me a refund and won't compensate me any other way. Worst customer service ever!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
That still does not resolve the issue of untimely validation of cards.  I tried to list more cards, and they were not validated within 24 hours. If I decided to cancel the transaction, I already expsed the information to you. The cards are no longer secure.
Sincerely,
[redacted]

After receiving Revdex.com complaint number [redacted] we were able to review the order and offer a solution to the customer.On November 27, 2015 the customer made a purchase on Raise.com for a [redacted] eGift/voucher with a balance of $259.49 and a purchase price of $243.92. The customer contacted Raise on...

March 4, 2016 and expressed to the serving agent that the physical gift card that she has received had a $0 balance when attempted to use in store. [redacted] had a policy change in early January where they stopped accepting eGift/vouchers for their merchandise credits. The eGift/voucher that the customer received electronically in her Raise wallet in November 2015 was a merchandise credit. As this purchase was within the Raise Guarantee, Raise requested all sellers to send the physical gift cards to the buyers that would have been affected by this change. All merchandise credit gift cards were sent out regardless if they had been used while in the eGift/voucher format by the buyer as the sellers went ahead and sent out their entire inventory to ensure that every card made it to the buyer in the case they had not used it, or did make a return on that card number after the fact. The cards sent out came with an insert stating that the [redacted] policy had changed. We understand that this can be confusing and part of the reason that the process to resolve this for the customer took so long is because it is possible that the customer did use the funds on the gift card while it was in the eGift/voucher format. While that is still possible, Raise has issued the customer a refund for the full purchase price of $243.92. The customer was notified of this refund on May 12, 2016 and the refund should be on shown back on the original payment source within 1-3 business days. Overall, we are pleased to have resolved this issue for the customer and look forward to serving her again in the future.

After receiving Revdex.com complaint number [redacted], we were able to review the account and the available funds and offer a solution to the customer.On November 10, 2016, the customer listed two [redacted] Restaurants gift cards for sale for $13.50 each. Both of those cards sold on the same date in Raise...

Order Number [redacted]. As these were physical cards that needed to be sent to the buyer, the customer proceeded to send out the physical cards in order to get paid. The available funds were available and the customer was able to request those funds at their earliest convenience.However, as this customer signed up with Raise as part of our Bulk Seller program, our Seller Success team needed information in order to have their account fully verified and completed.Our Seller Success team requested that the customer upload a federally issued tax document such as an SS-4 form to fully complete the process as a Bulk Selling business on Raise. Unfortunately, the document uploaded was not the necessary information that was needed and the funds were not able to be withdrawn immediately due to the account status being held up. As the correct document was not uploaded, we were unfortunately unable to approve the account at that time.We would like to apologize to the customer for the delay in resolving this case. Our Seller Success team can be reached via phone call Monday-Friday from 9 AM - 5 PM CST.  They will be best suited to answer any follow up questions the customer may have.At this time, there is currently $22.30 in available funds for the customer to request at their earliest convenience. The account has been temporarily approved and the funds will be accessible via the customer’s Raise account. The customer may also choose the payment method that they prefer. We would like to consider this case resolved as the account and the funds have been approved. Any follow up questions can be sent via email to [redacted]@raise.com or by contacting our Seller Success team at ([redacted].

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 again reviewing Revdex.com complaint number [redacted] we are, unfortunately, unable to provide the customer with a different resolution.
While we are unable to reach out to [redacted] on behalf of the customer, we would be happy to assist the customer in the call if they did want to make a time with us to do that. We could walk the customer through the steps of a conference call and remain on the line with the customer through dealing with [redacted]. If there is anything we can do to assist the customer there, we absolutely will.
Raise was, unfortunately, not notified about the [redacted] policy change until the change had been implemented. Any steps taken by Raise were taken after the fact and efforts were hindered because of the lack of prior knowledge. We understand that this is an unfavorable situation for all parties and is outline as a situation that Raise does not cover in the Raise Guarantee. We would like to offer the customer an additional $20 in Raise Rewards credit as recompense for this situation.
We will continue to ensure that Raise policy is adhered to and properly communicated. We feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience.

After again interacting with Revdex.com complaint number [redacted], we would like to confirm that shipment of the new check to the customer.
Unfortunately, further verification was needed on the side of our Financial Team, and the release of the new check took longer than expected. The new check number being sent to the customer is [redacted] and the [redacted] tracking number for the certified mail is [redacted]
We greatly appreciate the customer’s patience and understanding as this was resolved, and would like to consider the issue resolved at this time.

After receiving Revdex.com complaint number [redacted], we were able to review the two orders in question and reach a...

solution.
Both orders, placed on December 15, 2016, contained one [redacted] gift card each.  The value of each of these cards was $100, for which the customer paid $87 each.  These cards were shipped directly from the seller via [redacted] and delivered to the customer’s shipping address.
Unfortunately, an activation issue occurred with both of these gift cards.  The customer first notified Raise Member Services through email on December 28, 2015 of the redemption trouble with his two [redacted] gift cards.
On January 12, 2016, the customer was refunded the purchase price for the two gift cards totaling $174.00.  Although the card balances had been verified before being placed on the marketplace, the handling agent was able to confirm that there was an issue with the gift cards in question.  The Raise 100 day, 100% moneyback guarantee is in place to protect customers, should any issues arise with gift cards purchased on the Raise marketplace.  
We sincerely apologize for the delay in resolution, as well as the initial trouble with the purchased gift cards.  As we continue to grow, we are actively working to bring response time down to an appropriate timeframe.  We would like to urge the customer to give us a call at [redacted] should there be any issues or questions that need immediate resolution in the future. Overall, we are pleased to have resolved this issue for the customer and look forward to serving him again in the future.

This website is a complete rip-off. I purchased two [redacted] giftcards worth $20 each from this website. It was selling for $18 each, and they had a $10 discount for a first-time purchase. I thought this was a good deal, so I bought it.
First, I tried to redeem my gift cards online, but it doesn't work on the [redacted] website.
Then when I went to my local [redacted] theater to buy a movie ticket. When I gave the concession purchase my gift card, they only gave me $10 per gift card. I was completely ripped off.
When I emailed customer support, they said they'd refund me $16. However, they then said that I used both gift cards on 2 separate dates, when I only went to [redacted] once, and didn't get my full value back. This is so outrageous. I am upset beyond belief.
I basically spent $26 for $40 gift cards and lost $6. Do not use this website. They aren't trustworthy.

After receiving Revdex.com rejection response for complaint number [redacted], we again have reviewed the order and are able to provide further information to the customer. While we do sincerely apologize that the customer did receive two invalid gift cards, we want to assure them that the 100 Day Guarantee is in place for their protection. Raise is a member to member marketplace, so the gift cards are purchased through Raise but directly from another member. For this reason further information cannot be provided regarding the seller. Rest assured that the Seller Performance Team does monitor the rate of issues a seller has on the marketplace, and in some instances the sellers are permanently removed from selling through Raise. Thorough follow up is done regarding each seller and every issue that is seen on the marketplace, and whatever necessary steps, internal or otherwise, are taken by the Seller Performance Team. This does also include any potential legal action. We will continue to ensure that Raise policy is adhered to and properly communicated. We feel that this issue has been resolved and apologize for any inconvenience.

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

customer.
On November 27, 2015 the customer made a purchase on Raise.com for a [redacted] eGift/voucher with a balance of $259.49 and a purchase price of $243.92. The customer contacted Raise on March 4, 2016 and expressed to the serving agent that the physical gift card that she has received had a $0 balance when attempted to use in store.
[redacted] had a policy change in early January where they stopped accepting eGift/vouchers for their merchandise credits. The eGift/voucher that the customer received electronically in her Raise wallet in November 2015 was a merchandise credit. As this purchase was within the Raise Guarantee, Raise requested all sellers to send the physical gift cards to the buyers that would have been affected by this change.
All merchandise credit gift cards were sent out regardless if they had been used while in the eGift/voucher format by the buyer as the sellers went ahead and sent out their entire inventory to ensure that every card made it to the buyer in the case they had not used it, or did make a return on that card number after the fact. The cards sent out came with an insert stating that the [redacted] policy had changed.
We understand that this can be confusing and part of the reason that the process to resolve this for the customer took so long is because it is possible that the customer did use the funds on the gift card while it was in the eGift/voucher format. While that is still possible, Raise has issued the customer a refund for the full purchase price of $243.92. The customer was notified of this refund on May 12, 2016 and the refund should be on shown back on the original payment source within 1-3 business days.
Overall, we are pleased to have resolved this issue for the customer and look forward to serving her again in the future.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10973489, and find that this resolution is satisfactory to me.
Sincerely,
David [redacted]

The website locked me out and I wasn't able to reset my password. I tried canceling my account so I won't receive alerts, but they are not responding to my requests. I keep receiving tens of email alerts daily to my email. It is extremely disturbing.