Raise Marketplace Inc

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, we are happy to offer the customer a resolution.The customer purchased an [redacted] gift card card from Raise.com on May 10, 2015 for a value of $50.00 and a purchase price of $40.40. On April 23, 2016 the...

customer contacted Raise Member Services and expressed to the serving agent that the gift card could not be redeemed. Unfortunately the order falls outside of the Raise 100 Day Guarantee and the serving agent was unable to offer a refund for the purchase. 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. In this case, we are happy to make an exception with a one time courtesy refund in the form of Raise Rewards. The amount of $40.40 is now available in the customer’s Raise account to use toward a future purchase. We would like to consider the issue resolved at this time and hope that the customer finds a Raise credit a suitable settlement.

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

current resolution is warranted.
On December 7, 2015 the customer placed an order for a [redacted] gift card with a value of $200.00 and a purchase price $164.00. The customer contacted Raise Member Services on July 28, 2016 and expressed to the serving agent that the gift card should have had a balance of $120.00 left but could no longer be redeemed. At the time, the serving agent informed the customer that the order fell outside of the Raise Guarantee and neither a refund nor replacement card could be offered. For this issue the customer was provided with a promotional code as well as a $10.00 Raise Rewards credit as recompense.
On January 28, 2016 the customer purchase a [redacted] eGift card through Raise with a value of $25.00 for a purchase price of $22.89. The customer did not contact Raise Member Services in regards to this order, so no further compensation was previously offered, though the order is outside of the Raise Guarantee meaning that we would not be able to offer a refund or replacement card for this purchase either.
The customer mentioned a third gift card in the complaint but did not mention an order number, so unfortunately, we are unable to address that gift card as we are unable to locate it.
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. That being said, we would like to offer the customer a one time courtesy Raise credit of $111.20 as this is the purchase price of the unused amount on the [redacted] card as well as the [redacted] card, minus the $10.00 that was provided by our Member Services Team and has already been utilized on the member’s account.
We are happy to have been able to provide a resolution and look forward to serving the customer again in the future.

After receiving and reviewing Revdex.com complaint number [redacted] and the order in question, we are unable to offer the customer a different resolution. The customer purchased a Walmart gift card with a value of $318.61 for a purchase price of $310.77 from Raise.com on September 11, 2015. On January 25,...

2016 the customer’s assistant contacted Raise Member Services via phone, and notified the serving agent that the gift card had a $0 balance and the customer had not used it. At that point the order was escalated to the Gift Card Support Team as it fell outside of the Raise 100 Day Guarantee. Regrettably, the Gift Card Support Team was unable to respond in a timely manner and the customer was informed on March 18, 2016, via email, that no further action could be taken on the order as it fell outside of the guarantee period. 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. The Raise 100 Day Guarantee covers all orders for the first 100 days after the date of purchase. After that time, Raise is still happy to look into any order that have an issue, but cannot guarantee a refund the same way we do within the first 100 days. For this order, the customer contacted Raise outside of the guarantee period and the Gift Card Support Team determined that because the order was outside of the guarantee period, a refund could not be issued. We would like to sincerely apologize for this inconvenience. We feel that this issue has been resolved in accordance with the Raise guarantee and will continue to ensure that Raise policy is adhered to and properly communicated.

The customer purchased the [redacted] gift card from Raise on August 8, 2015 and then contacted Raise Member Services regarding the $0 balance on February 26, 2016. This purchase fell outside of the 100 day guarantee as of December 6, 2015 so when the customer contacted in February the guarantee period had already run out.
Raise does not have the ability to change the status of the gift cards and does not change the status or take any action with the gift cards after the 100 day period. The Raise 100 Day Guarantee is in place to protect the customer’s purchase price for the first 100 days after the date of purchase. After that 100 day period Raise is unable to provide the same kind of resolution as is provided while the guarantee is still active.
While the customer did obtain information from the [redacted] restaurant, as Raise was contacted after the guarantee period, not further action can be taken. We apologize for the inconvenience in this.
We would like to consider this issue resolved at this time and hope to serve this customer again in the future.

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

the customer has received the request resolution.
Raise takes seller verification and gift card validity very seriously. Sellers are asked to verify certain parts of transactions and their personal information in order to continue business with Raise, in some cases. As the listing tool on the Raise website it automated, a seller has the ability to list and have gift cards approved before some portions of the verification is completed. This is the point when the Seller Support Team will ask the customer to provide some proof of purchases and, in some cases, an image of the gift card.
We have been able to confirm that all requested information has been received and approved by the Gift Card support Team and the customer’s payment was released from Raise as of July 26, 2016.
We would like to sincerely apologize for the trouble, and are glad that the customer has now received payment for the gift cards sold.

We were able to further review Revdex.com complaint number 11126011 as well as the customer’s Raise order and account. On September 3, 2015, the customer ordered one [redacted] gift card valued at $500 (Order number R413558625). On January 31, 2016, he calledour Member Services Team for assistance because...

he was unable to use this gift card. Our agent called the [redacted] gift card hotline and confirmed that there was $59 left on this gift card to be used.Unfortunately this order was outside of our 100 Day Guarantee, which means we cannot guarantee a refund. The order was sent to our Gift CardSupport Team for further review. Regrettably they were not able to provide a resolution within the 3-5 business days allotted.On February 8, a partial refund was issued for the balance that the customer was unable to use. $55.46 was credited back to his original form ofpayment and a confirmation email was sent.We are currently working to minimize the response times for our Gift Card Support Team as we understand it can be frustrating to wait for a refund. We apologize for the delay in resolution but are happy to report that we were indeed able to meet the customer’s request.

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

customer.
The customer purchased a [redacted] gift card from Raise.com on May 22, 2016 with a balance of $100.00 and a purchase price of $85.17. Later that same day, the customer contacted Raise Member Services and expressed that the [redacted] store location where they had attempted to redeem the gift card, was not accepting the voucher because they had to key in the serial number and could not just scan it.
A supervisor for the Member Services Team contacted the [redacted] location that the customer had gone to make the purchase, and they told the supervisor that they do accept vouchers even if they must be keyed in, and that the customer should have no problem redeeming the voucher.
While there has bit of a discrepancy in the information we’ve received regarding the redemption by the customer, we are offering the customer to let us list the gift card again onto the marketplace, and once it sells, we will offer the customer the full refund of the purchase price, $85.17.
This procedure must be followed as the gift card still has a full and valid balance, which was confirmed to be accepted at the customer’s location, as we would not want to take away from the seller who sold a valid gift card.
Once the gift card sells, the customer will be notified via email and a the refund will appear on the customer’s original payment method within 1-3 days from the date that the refund is completed.
We are happy to be able to resolve this for the customer, and the customer is welcome to pose any questions they still have in the follow up email that will be sent from Raise shortly. We would like to consider the issue resolved at this time.

Bad customer service ever. They told you one thing and did different thing. They tried to make you satisfy at that time only and when you get rid of the line, they will say that they cannot help.

Bad experience ever. The coupon code showed for "New customer" and then when I chatted with them, they said it is for "New household". Then they took off the discount and increased the price. I chatted with Grant and he/she told me that he/she will issue a reward but after 30 minutes, he/she emailed me and said that there will be no reward for that. This is super weird. Don't buy from them.

After again reviewing Revdex.com complaint number [redacted] we have directly reached out to the customer and offered a different resolution.The customer’s account has been active and open for her to use since this accusation or an unauthorized purchase was made. Only for a brief period on that day, was the account placed on a hold until the purchase was determined to be accidentally placed by the member and not an unauthorized user of the Raise account. We take unauthorized purchases very seriously, and in any cause where this is claimed, the account is put on hold until the final resolution has been determined, so that if an unauthorized user has gained access to a member’s Raise account, they no longer have access, due to the hold. As mentioned directly in the Raise Guarantee, Raise does not refund for accidental purchases made by members as there are multiple steps to making a purchase that should safeguard against accidental purchases through the app or web browser. While the Raise Guarantee does not offer refunds for accidental purchases, we are happy to offer the customer a one time courtesy refund for these gift cards. When the [redacted] gift card change was made, all members that had purchases within the 100 Day Money-Back Guarantee, were notified and physical gift cards were provided where applicable. We absolutely will have the call with the Member Services supervisor reviewed and evaluated by our Quality Assurance Team, as we always want our members to feel respected and heard when calling in to speak with someone on our Member Services Team, especially a supervisor. We would like to express that the two Sears gift cards in the accidentally purchased order [redacted] did and still do have the full balance. At this time, we are in the process of refunding the customer for this purchase and once the refund has been completed, the funds will show back on the customer’s original payment source in 1-3 business days.At this time we are happy to have been able to provide a resolution to the customer and look forward to serving her again in the future.

Complaint[redacted]
I am rejecting this response because: This is totally insufficient in regards to the amount that I paid. Furthermore, when I contacted customer service, I was led to believe something would be done as I was asked to mail back the gift card for further investigation. I have been a loyal Raise customer & to be treated like this for nothing I did wrong is not right. Raise needs to step up & accept liability of why there was only $4.75 on the gift card. HOW IS THAT POSSIBLE?????
Sincerely,
[redacted]

After again reviewing Revdex.com complaint number [redacted] unfortunately, we are unable to completely change the resolution offered to the customer.
As the policy change that has directly caused this issue was enacted by [redacted] and not Raise, unfortunately that is outside of our control. The customer initially contacted Raise regarding this issue outside of the 100 Day Money-Back Guarantee in March of this year, and now this time that the customer has contacted us through this complaint, the order is more than a year old.
We would like to offer the customer $200.00 in Raise Rewards credit as recompense for this order, as we are unable to refund the gift card in full. The credit is now available in the customer’s Raise account, and will automatically apply to the next purchase on Raise.
We hope that the customer will find this an acceptable resolution and look forward to better serving him again in the future.

Complaint: 10960309
I am rejecting this response because: the amount of time I spent trying to get this working was unbelievable. I should be offered compensation for my time regarding having it work properly. I attempted to give an update when I finally was able to use the card, but this site would not let me update the claim with a response. I never had a problem with home depot until I attempted to use this card, clearly the card was an issue; this is the reason I am seeking a small compensation for time vested. 
Sincerely,
Dominic And Mayra [redacted]

After receiving Revdex.com complaint number [redacted], we were able to review the...

order in question.
On November 27, 2016 the customer purchased two [redacted] In-Store-Only gift cards on Raise.com. One card was valued at $591.42 with a purchase price of $548.02, while the other card had a value of $782.70 with a purchase price of $724.00. The customer then contacted Raise via phone that same day, expressing that [redacted] was no longer carrying the item they were intending to purchase and requested that their Raise order be canceled. The serving agent informed the customer that this was not possible, as once an order is placed Raise is not able to cancel the transaction in order to protect both the buyer and the seller. The customer was also informed that re-selling the cards was not possible, due to the additional terms required for  sellers of this particular type of gift card.
The call was then escalated to a supervisor on duty who communicated the same information as the serving agent. Because the  integrity of the marketplace is a top priority for Raise, we are unable to return a valid gift card once an order has been processed and the gift card information has been released to the buyer.
The Raise Guarantee is in place to protect the buyer's purchase price in the event there is ever an issue with a gift card such as inactive and/or inaccurate balance. We stand fully behind that Guarantee and would be more than happy to provide a refund, if within policy. Unfortunately, we are not able to cover in the event of buyer’s remorse as stated on our Raise Guarantee page (www.raise.com/return-policy.)
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 receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On August 24, 2015 the customer purchased three [redacted] (In Store Only) gift cards from Raise.com. These gift cards had varying values and purchase...

prices with a total purchase price of $481.76. The customer contacted Raise Member Services on March 11, 2016 and expressed that the gift cards would not be accepted in store. A Member Services agent responded on March 13, 2016 and explained the [redacted] policy change. As the order already fell outside of the 100 Day Money-Back Guarantee, the agent was unable to offer any further action to assist the customer. 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. This order fell outside of the Raise Guarantee as of December 2, 2015. The [redacted] policy changed as of early 2016. This being the case, this order was already outside of the Raise Guarantee when the policy was changed. For this reason, we are, unfortunately, unable to offer the customer a refund or replacement for the order. We would like to sincerely apologize for any inconvenience this has caused and look forward to better serving this customer again in the future.

At this time, we are unfortunately unable to continue reviewing complaint number 11024848.  We sincerely apologize that the customer was not able to receive a response in a timeframe that we find acceptable.  We are actively working to ensure that all customers are served in a timely...

fashion.On January 8th, 2016, the customer filed a dispute for Order [redacted] with his financial institution. Due to this dispute, we will no longer be able to provide a refund for this order.  The customer’s refund will now be processed and provided by his credit card company.  We would like to suggest that if the customer should have any more questions regarding his refund, to please contact his credit card company for further support or information.  We would like to encourage the customer to give us a call at 888-­578­-8422 should there be any issues or questions that need immediate resolution in the future.We apologize for the inconvenience this may have caused.

After again reviewing Revdex.com complaint number [redacted], we are sorry that we are unable to provide the customer with an immediate resolution.
We have confirmed that the check was sent out, and apologize that we are unable to provide the check number as this is information that is held by our Financial Team and not distributed to other teams.
We will gladly reach out to the customer on the date that we are able to reissue the check and have it taken care of for the customer. If the check had not been sent out there would be no waiting process, but as it has, we do need to wait until July 23, 2016 when the check will go void and the check can then be reissued.
Our sincerest apologies go out to the customer regarding this check, and we will gladly follow up with her to confirm that this is all resolved.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On November 8, 2015 the customer purchase a [redacted] gift card from Raise.com with a value of $200.00 for a purchase price of $162.00. The...

customer then contacted Raise Member Services in June of 2016 and expressed that the gift card did not work as expected.We were able to confirm through our records that the gift card did have a full and valid balance at the time of purchase from Raise by the customer. While the merchant has expressed otherwise, we do understand form communication from the brand, that once a gift card has been closed down, they do not always retain information on when the funds were added or removed. The customer was informed after contacting Raise Member Services, that the order could not be refunded as it falls outside of the Raise Guarantee. Once the Raise Guarantee has lapsed, we are unable to offer a refund or replacement in the same way we would within the first 100 days from the date of purchase.That being the case, we would like to sincerely apologize as we are unable to provide the customer with a refund or replacement card due to the length of time since the 100 Day Money-Back Guarantee ended for this order.At this time we would like to consider the issue resolved and look forwarding to serving the customer again in the future.

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 $0.00upon 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]

After receiving Revdex.com complaint number [redacted] we were able to review the order in question. On April 20, 2016 the customer purchased a [redacted] gift card from Raise.com with a value of $100.00 and a purchase price of $80.00 for which $75.00 total was paid after Raise rewards were used on the...

purchase. As the customer used a prepaid card to make the purchase, a check refund was requested. The check was sent to the customer on June 8, 2016. The check may have met a hold up in the post office, as the check was issued by Raise on the previously mentioned date. We understand that this can be an inconvenience, but a check has a 45 day holding period where it cannot be canceled without extended fees for the customer. This check having been issued on June 8, 2016 will be voided on July 23, 2016, at which time a new check can be issued to the customer. We will follow up with the customer so that she does not need to take any further steps as we understand that this has already been an inconvenience. We would like to sincerely apologize for the inconvenience and look forwarding to better serving this customer again in the future.

After receiving and further reviewing Revdex.com complaint number [redacted] , we are, unfortunately, unable to offer the customer a different resolution, but would be happy to address the concerns presented.
As mentioned previously, the Delivery & Redemption information is available for viewing before a purchase is made. This is inserted as an additional tool that customers may use to better understand the marketplace and any additional terms a brand may have in regards to the redemption of a gift card. The Delivery & Redemption information is also shown before the customer clicks on “Proceed to Checkout”. As a member to member marketplace, we do not have the ability to create, activate, or issue gift cards. We simply connect buyers and sellers and facilitate a transaction.
In addition, our 1 Year Money-Back Guarantee is in place to protect customers if they experience troubles with a gift card that is not active, has an inaccurate balance, as well as gift cards delivered as a different brand than ordered and gift cards not received within 30 days from the date of purchase. Our 1 Year Money-Back Guarantee does not cover misinterpretation of how a particular gift card is redeemed. More information about our 1 Year Money-Back Guarantee is available by following this link ([redacted]/guarantee).
Our goal is to respond to our customer’s inquiries as quickly and efficiently as possible. We also provide the alternative of customers contacting us via live chat 7 days a week from 8 A.M. to 7 P.M. CT as well as via phone 7 days a week from 8 A.M. to 8 P.M. CT. We apologize that the supporting agent was not able to respond until a couple days after the inquiry. We understand that the extra time taken is an inconvenience, and it is our greatest priority to improve our communication with members.
We feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience.