Raise Marketplace Inc

Initial Business Response /* (1000, 6, 2015/10/15) */
We were able to further review your case and your Raise.com accountWe apologize for the frustration you've experienced thus far
I would like to initially apologize about the trouble you had while trying to reach us on the phonesWe have
been experiencing very high call volumes, and we completely recognize that any hold time 15+ minutes is unacceptableHowever, we do see you sent in two separate emails on September 16th and 18th which were subsequently answered by my associate *** on September 21stIn your emails, you notified us that the gift cards in orders RXXXXXXXXX and RXXXXXXXXX had not arrived to you yetUpon further investigation, my associate *** discovered those pieces of mail were last scanned in *** NC
At Raise Marketplace we use an internal tracking system which notifies us and records when a card has been scanned into a USPS sorting facilityIt appears the last time this gift card was scanned was in a *** sorting facility, and no other updates were availablePer our shipping policy, you are guaranteed a full refund if you do not receive a physical gift card in the mailHowever, we need to wait calendar days from the date ordered to ensure the gift card is lost in the mailThis policy was described to you, and upon the 30th day my associate *** responded to your emails stating that since we have received no updates we are happy to provide you a refund
Your refunds were completed on Oct5th by our refund agent *** and the funds from this purchase were returned back to your original payment methodWhile we regret that we were unable to provide you the product you purchased due to a shipping issue, we are glad we were able to provide you a refund of your purchase price
Kindest regards,
***

We were able to further review your complaint as well as the iTunes card from order R243548573.
After further review, we confirmed that Mr*** did call into our Member Services department for assistance with your iTunes gift cardThe
agent he spoke to was able to fix the card's code so you would be able to use itUnfortunately, the email containing this code did not make it to the member, therefore he was still not able to use the gift card he purchased. After an additional email from Raise, we were able to resend the corrected iTunes code and Mr*** verified that he was able to use itAdditional compensation was given for the error on Raise's partWe sincerely appreciate Mr***'s business and continued patience as we worked to correct this matter

After receiving Revdex.com complaint number *** and further reviewing the order, we are able to offer the
requested resolutionThe customer purchased a *** Wholesale Club gift card from Raise.com on December 11, with a value of $for a purchase price of $On March 27, the customer contacted Raise Member Services and expressed to the serving agent that the gift card did not work when attempted in storeThe serving agent then had to escalate the order to the Gift Card Support Team as they must review all orders that are brought to our attention outside of the Raise Day Guarantee
This order does fall outside of the guarantee period, but we would like to offer the customer a full refund of his purchase priceThe refund has been processed and should be returned to the original payment source within 1-business days
Refund are not usually processed outside of the Raise Day Guarantee, but we understand that this is an unfortunate situationWe do encourage customers to redeem the gift cards within the guarantee period going forward
At this time we would like to consider the issue resolved and hope to serve this customer again in the future

The customer purchased the *** *** gift card from Raise on August 8, and then contacted Raise Member Services regarding the $balance on February 26, This purchase fell outside of the day guarantee as of December 6, so when the customer contacted in February the guarantee period had already run outRaise 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 day periodThe Raise Day Guarantee is in place to protect the customer’s purchase price for the first days after the date of purchaseAfter that day period Raise is unable to provide the same kind of resolution as is provided while the guarantee is still activeWhile the customer did obtain information from the *** *** restaurant, as Raise was contacted after the guarantee period, not further action can be takenWe apologize for the inconvenience in thisWe would like to consider this issue resolved at this time and hope to serve this customer again in the future

Complaint: ***
I am rejecting this response because:Gift card ending with *** had $left so that mean refund should been not This is what I was told when I call and made claim.
Sincerely,
*** ***

After receiving Revdex.com complaint number *** we were able to review the order and offer a solution to the customer.The customer placed an order on November 27, on Raise.com for a *** eGift/Vouhcer with a balance of $for a purchase price of $which the customer paid $out of
pocket as the rest was covered by Raise Rewards and a promotional codeThe customer contacted the Revdex.com as well as Raise, regarding this order on May 12, There is a 2-business day response time for emails sent to Raise.While the order does fall outside of the 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 $spent out of pocket on this gift cardThe customer was refunded as of May 17, and a confirmation email has been sent to the email address on the customer’s Raise accountThis refund will be reflected on the customer’s original payment source in 1-business days.Overall, we are pleased to have resolved this issue for the customer and look forward to serving them again in the future

Complaint: ***
I am rejecting this response because:
I'm not entirely rejecting this response because they've made an offer to conditionally return the moneyOnce I get the money back, I will certainly close the deal outI think that the company should have more integrity in returning dissatisfied customers' moneyIt costs Raise.com nothing to relist the card but it could cost them a lot of lost customer revenue when they get frustrated with their predatory policies and don't want anything else to do with such a businessAgain, as soon as the money is refunded, I will close this out as satisfied
Sincerely,
*** ***

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the
current resolution is warrantedOn March 28, the customer purchased three *** gift cards, all with balances of $200.00, from RaiseThe customer then contacted Raise Member Services on July 16, and expressed to the serving agent that he was unable to use the gift cards and two then had a $balance and one gift card only contained a balance of $At that time the serving agent informed the customer that the order fell outside of the Day Money-Back Guarantee and would therefore need to be escalated to the Gift Card Support TeamAll requests for a refund, or order review, received outside of the Raise Guarantee time period must be seen by the Gift Card Support Team before a resolution can be offered to the customerIn this case, the Gift Card Support Team found that no refund could be offered to the customer as the issues with the gift cards occurred outside of the strict time period of the Raise Guarantee
The Raise Guarantee is in place to protect the purchase price of all gift cards purchased on Raise for the first days from the purchase dateAfter that time frame, we are happy to look into the gift card, but cannot guarantee a refund or replacement card in the same way that we would while the Raise Guarantee is active for that particular orderAt this time we would like to sincerely apologize for any inconvenience that this has caused the customer and would like to consider the issue resolved at this time

We were able to further review Revdex.com complaint *** as well as Mr***’s Raise order and accountOn January 28, 2016, Mr*** ordered two *** gift cards valued at $eachHe called Member Services the same day because one of the gift cards was not able tobe usedThe Member Services
agent then escalated the gift card to our Gift Card Support Team for refund approvalUnfortunately our Support Team was unable to reply in a timely fashion.On February 19, our Support Team was able to confirm that there was indeed an activation issue with this *** gift card and therefore submitted a refund$wascredited back to the customer’s original payment and a confirmation email was sent.We sincerely apologize for the delay in resolving this matter and we are working to minimize our response time so as to better serve our membersShould Mr*** have any questions about his refund, we encourage him to call our Member Services TeamWe hope to be able to serve Mr*** again in the future

After receiving Revdex.com complaint *** we were able to review order number *** and provide a resolution
for the customerOn November 14th, 2015, the customer placed an order on Raise.com for seven *** * *** *** gift cards These gift cards were shipped via *** directly by seven individual sellers The gift card in question had a value of $for which the customer paid $with a credit cardAs stated during checkout and throughout the Raise website, physical gift cards should be delivered in 3-business days Should tracking information be available for a delivery, the order is covered by our 100-Day Guarantee if the card is not received within days from the date of purchase In these cases, we ask that the customer reaches out to us to inform us that they did not receive their order in the mail after the daysThe customer emailed Raise Member Services numerous times in regards to the card he had not yet received, starting on November 20th We were able to confirm that the seller of this specific card has shipped the card, and was enroute to the customer On November 29th, the customer was informed of our day policyThis policy is in place to ensure that the card has enough time to be returned to our office if it was unable to be delivered by *** The gift card would be refunded on December 14th if it had not reached the customer by that day
The customer followed up with Raise Member Services via email on December 26th, requesting a refund for the gift card that was not received Regrettably, our Member Services Team was unable to respond in a timely fashionThe customer was contacted by an agent on January 4th, regarding his refund for the *** * *** gift card At this time we were able to determine that the gift card had been lost in the mail The credit card originally charged for this order was refunded the full purchase price of $for the gift card As this issue is completely covered by the Raise Day Guarantee, we were happy to provide a solution for a card not received within daysWe understand that it is not acceptable for a customer to wait weeks to be refunded after the required days for a gift card lost in the mail We are actively working to bring our response time back down to standards found more acceptableWe apologize for the inconvenience and would like to encourage the customer to give us a call at *** should there be any issues or questions that need immediate resolution in the futureOverall, we are pleased to have resolved this issue for the customer and look forward to serving him again in the future

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

After receiving Revdex.com complaint number ***, we were able to review the
order and offer a solution to the customerOn October 30, 2016, the customer purchased a $value *** ** *** *** gift card for the purchase price of $The customer then contacted Raise via email on November 16, stating that the gift card did not work as intendedAt the time of processing the order, Raise was able to validate that the card had a full $value before the card was shipped to the customerThe brand informed the customer that the balance was removed about a week after the order was completedOnce contacted about an issue with a gift card, Raise typically responds within 1-business days and steps in to protect the customer and offer a full refund of the purchase price Our Seller Support team is notified of any continued issues with a particular seller to take any necessary actionThe customer was notified via email on November 18, that a full refund had been processed back to the original payment method, as well as offered a promo code to be used for a future purchaseOverall, 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 resolutionWe hope to better serve this customer in the future.Tell us why here

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the current resolution is warranted.On December 4, the customer purchased a *** (In Store Only) gift card from Raise.com with a value of $for a purchase price of $The
customer then contacted Raise Member Services on July 16, and expressed to the serving agent that the gift card did not work upon redemption in the storeAt that time, the serving agent expressed to the customer that a refund or replacement could not be offered as the order falls outside of the Day Money-Back GuaranteeThe customer was unsatisfied with this resolution and was escalated to a supervisor on the Member Services Team who reiterated the same information and offered the customer a Raise Rewards credit of $and a promotional code as recompenseThe Raise Guarantee is a guarantee for the purchase price of the gift cards that spans days from the date of purchaseAny issue the customer has with the gift card, as outlined in the Raise Guarantee, such as an incorrect balance, will be fully covered within the first days from the purchase dateAfter that days, Raise does not resell the gift cards, and the gift cards do not expireOnce the Raise Guarantee lapses, the only change that occurs is that the order is not fully covered if there is an issueCustomers are encouraged to utilize the full balance of the gift card within days so that any issue that may occur can be fully covered.Further contact was also made with the customer after they had spoken with a supervisor from our Member Services Team, and a Raise Rewards credit total of $was offered at that time, as we do understand that this is a most unfavorable situationUnfortunately the Day Money-Back Guarantee does not cover requests for review on an order received outside of days from the purchase dateFor that reason, we are unable to provide the customer with a refund or replacement gift card.We would like to sincerely apologize to the customer for the inconvenience in this situation and would like to consider the issue resolved at this time

After the order of concern in complaint number *** was reviewed by the Gift Card Support Team they were able to determine that the customer had been able to successfully redeem $of the gift card with an initial value of $This information is gathered through a comprehensive investigation conducted by the Gift Card Support TeamAn agent from the Gift Card Support Team contacted *** directly and spoke with them regarding this orderThey were able to determine, given the information received from ***, that the customer was able to successfully redeem $in store The information provided to the customer over the phone was based off of the assumption that the approximate $the customer claimed to use was accurateAs the investigation was conducted and information contradicting that which the member provided was received from *** the initial information provided was no longer accurate and had to be adjusted accordinglyWe encourage members to also contact the brand if they are in further need of confirmation

Complaint: ***
I am rejecting this response because: the response is not consistent with your advertised message Furthermore, I did not receive response from your support team in a timely manner until I filed a complaint with Revdex.com This just demonstrates your company does not actually care about its customers until they take actions against you
Sincerely,
*** **

Complaint: ***
I am rejecting this response because:
I purchased on 1/23/2016, and the fraud was happened on 2/5/and 2/19/respectively with the two *** GC I purchased, it is within the 100-day windowSince my in-laws passed away during that time, I could not make calls right awayI'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,
*** ***

We were able to further review Revdex.com case *** as well as the customer’s multiple Raise orders and accountOn January 23, 2016, the customer purchased two *** gift cardsOn February 3, 2016, he called our Member Services Team to alert us that he was unable to redeem both of the *** gift
cardsThe $gift card from order *** was immediately refundedHowever, because of the high value, the $gift card from order *** was sent to our Gift Card Support Team for further review before they could be refundedThis card was later refunded to the original payment source on February On February 5, 2016, the customer bought two more *** gift cards and called our Member Services Team again, asking us to check the balancesThe gift card valued at $from order *** appeared to have an activation error and was sent to our Gift Card Support Team as wellThis was later refunded on February His other gift card, valued at $200, was valid and able to be usedThe customer asked for a refund for this card as wellUnfortunately we are unable to provide a refund for a valid gift card once the member has been given access to the card’s informationThis customer has been fully refunded for the three gift cards he was unable to redeem per our refund policyAt this time, we are unable to offer any additional refundsWe apologize for the inconvenience this has caused and encourage this customer to call Member Services if they have any other questions about their refunds

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

After receiving Revdex.com complaint number ***, we were able to review the order
in question
On November 21, 2016, the customer purchased *** * Imports gift cards, valued at $and one valued at $200.00, respectfullyThe total purchase price of this order was $1,392.30, with the three $valued cards priced at $each, and the $valued card priced at $Every gift card listed on Raise is verified twice by our Trust & Safety team, once at the initial listing and once at the time of purchase to ensure a valid productWe have a Year Money-Back Guarantee to protect the customer’s purchase price if they were ever to experience an issue with a gift card purchased through Raise.comWe encourage customers to contact us right away if they experience a card having an inaccurate balance or showing as inactiveThe customer contacted Raise via live chat on January 15, 2017, stating that their order was canceled by the brand and gift cards were showing as a zero balanceThe supporting agent informed the customer that they were deserving of a refund as they were protected under our Year Money-Back GuaranteeThe customer was informed by the agent that the refund would be processed and they would receive a confirmation email as wellThe customer reached out via email on January 27, 2017, stating that they had not seen the refund on their credit card statementUnfortunately, the customer submitted a dispute for the order through her credit card provider on December 7, As a dispute has been issued on this order, the customer’s account was placed on hold until the dispute has been resolved, and while we are happy to offer the customer a refund for the amount of the gift cards that could not be used, we are unable to apply a refund due to the disputeThe customer was informed via email by Raise that same day of this informationWhen a dispute is received on an order, the ability to complete a refund is taken out of the hands of Raise and placed solely into the hands of the credit card providerWe would like to sincerely apologize for the miscommunication as this information should have been presented at the time the customer reached out to Raise on January 15, The customer is deserving of a refund, and we would be happy to provide one but will be unable to do so until the dispute has either been resolved by the customer’s bank or dropped by the customerIf the customer does not receive a refund from the bank at the time the dispute is resolved, we would be happy to complete a refund through RaiseOnce the dispute is resolved or dropped, the customer is welcome to contact us at *** and we would be happy to help have the issue resolved from our endAt this time, we would like to consider the issue resolved and look forward to better serving the customer again in the future

I am very disappointed with the customer service this company provides I have bought gift cards in the past and had them delivered electronically Today I accidentally purchased gift cards that were physical delivery only, set to arrive in 10-business days I realized my mistake immediately after I made the purchase and called the phone number on the website While the customer service representative was pleasant, she told me there was nothing she could do to refund or cancel the order I placed minutes earlier In this day and age, how is it "impossible" to refund or cancel an order that has not shipped yet My overall experience was less than pleasant The company offers no support or help when there is a problem