After receiving Revdex.com complaint [redacted] we were able to review the Raise account and order in questionThe customer placed order [redacted] on 12/4/and contacted us on 12/after they encountered the issue with their [redacted] gift cardRegrettably, our Member Services Team was unable to respond in a timely fashionBecause she was able to use $43.96, we submitted an adjusted refund based on the discount at which she purchased this $cardA refund for $was credited back to the customer’s original payment source on 12/29/In addition, a $credit was added to her Raise account for the inconvenienceWe understand that it is unacceptable to have 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 acceptableWe apologize for the inconvenience and encourage the customer to give us a call should she have any further questions or concerns
After reviewing complaint number [redacted] and the order in question, it appears that the current resolution is warrantedOn July 17th the customer placed an order on Raise.com for a Cinemark eGift cardThe gift card was purchased with a value of $for a purchase price of $165.54, which the customer paid for by credit card The customer contacted Raise Member Services via chat on January 22nd and notified the serving agent that they had been able to redeem the Cinemark gift card for a total of $and should have had a remaining balance of $As this inquiry falls outside of the Day Guarantee the order was sent to be reviewed by the Gift Card Support TeamDuring the review process, the Gift Card Support Team determined that because the order falls so far outside of the Day Guarantee a refund would not be provided and no further action would be taken on the order by Raise 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 Sunday February 28th While there is no expiration on the the gift cards, the Raise Day Guarantee does only guarantee a refund for the purchase price for the first days after the date of purchase We appreciate the customer’s business and understand that while the Day Guarantee is outlined on all order receipts and on the Raise website that a situation like this can be frustratingWe 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 reviewing the rejection to Revdex.com complaint number [redacted] we want to continue to offer assistance to the customerWhile a dispute is a lengthy process, we are happy to keep a line of communication open with the customer until this issue has been resolvedA dispute remains active until it has been fully resolved and this does mean that communication will stay open between our finance team and the customer’s banking institution An email has been sent to the customer to keep that line of communication open directly with him where he can respond to us, and we can keep in contact regarding the status of the disputes We would like to consider this issue resolved for the time being and are happy to keep working with the customer to have this fully resolved
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, we are happy to offer the customer a resolutionOn February 2, 2016, the customer purchased a [redacted] gift card from Raise.com with a value of $and a purchase price of $The customer contacted Raise Member Services on February 23, and expressed that the gift card could not be used in the restaurantDuring the conversation the member spoke with an agent as well as a supervisor who offered to have the gift card looked into as it did show a full balance, but the member did express that there had been issues with its redemptionThe customer filed a dispute on the order as the process to look into the gift card had taken an extended amount of timeWhen a dispute is filed on a member’s account, the account has a hold placed on it until the dispute has been resolved to ensure the security of the customer’s accountThe dispute was resolved in the favor of Raise, and we have issued the customer a refund for the purchase price of the order.The refund will be reflected on the customer’s original payment source in 1-business days and the Raise Rewards used on the purchase will also be returned to the customer’s accountAs the dispute has resolved, the customer has full access to all of his purchases at this time.We would like to apologize for the extended amount of time that it took to resolve this issue for the customer and are working to improve response times overallWe are glad to have resolved this for the customer and look forward to serving him again in the futureIf the customer has any further questions, he is welcome to respond to the refund email confirmation sent to him
We were able to further review complaint and the Raise account in questionThe customer placed order Ron 12/for six JosABank gift cardsThe member then used our chat feature to contact our Member Services department who was able to look into these gift cards furtherThe message sent from JosABanks to our customer stated there was an issue with his billing address and this was why his order with them was canceledOur team then reached out to JosABank to confirm these gift cards were not tied to another account in any wayAt this point, we explained to the customer that the issue lies with JosABank rather than Raise as their system was unable to process his orderWe were made aware that the day prior, the retailer had experienced an issue with its order processing system and this could have effected the customer’s ability to place an order with themAll six cards were confirmed to hold valid balances and were able to be used in a test order by our Member Services TeamFor this reason, we were unable to issue a refundThe customer made us aware that he intended to file a dispute with his credit card company because we were unable to refund himUnfortunately, we must place a hold on a customer’s account during the time the dispute is openHe was made aware that his account would be put on hold and he would be unable to place any other orders with Raise during the time of the dispute We regret that we were not able to provide the exact results the customer wanted, but unfortunately this order does not meet the requirements of our return policyWe sincerely apologize for the inconvenience
After receiving Revdex.com complaint number [redacted] , we have obtained the necessary order numbers and been able to provide the customer with resolutions for each.The customer originally contacted Raise Member Services regarding the five orders in question outside of the Day Guarantee; we are happy to look into any gift card that does have a problem sometimes even outside of the guarantee periodIn this case we have been happy to provide the customer with refunds for all of the applicable ordersDuring correspondence with the customer through a support ticket we confirmed five orders had gift cards that were no longer validAll five orders have been refunded for a grand total of $We are still currently waiting to hear back from the customer regarding further information for two gift card numbers that did not have cards connected to them on Raise, for which also an order number was not provided by the customerWe do believe that these two gift cards have been refunded in part of the grand total we provided but want to make sure that all of the customer’s needs have been metWe are happy to continue to resolve this for the customer and process any necessary refunds within the Raise Day Guarantee if there is still anything outstandingThe customer is welcome to respond to our support ticket with the necessary information to continue to resolve the inquiryUntil we have the necessary information, we would like to consider this issue resolved and look forward to working with this customer in the future
Complaint: I am rejecting this response because:1) It was not listed the same day it was recievedHowever, it was determined shortly after receiving it that it would not be useful and that it would be better to sell it on a marketplace.2) Provided all of the documentation requestedThere was a LOT of verification requiredI had to upload an ID, had to ask the purchaser for a receipt, had to verify my bank account, had to provide a backup credit card, had to wait daysIn total, I waited months to withdraw my money.3) Skky (customer service) verified itThe customer used the card a month after buying itThe customer used the gift card, and I did not get paid for it Raise.com has taken my gift card AND my money and refused to release itI reject their response Sincerely, Joshua [redacted]
Complaint: I am rejecting this response because: I, as a consumer, am purchasing a product from you, as a business establishment I cannot understand why you are accessing a consumer's personal informationI am fortunate to know that you accessing this personal information should be on a need to know basis, in the event of a loan or a line of credit, neither of which I was requesting from your business establishment I go to the store or order items online, never have they asked me to verify my name, date of birth, social security number, and previous addresses in which I have livedIt appears as though you were fishing for personal information to run a credit report on me or to gain access into my credit history If this is your policy, then so be it, but I encourage anyone who reads this complaint to be aware that with all the personal identity theft occurring, this type of information should not be required from a reprobable business establishment to purchase a single item Sincerely, Autumne ***
I just checked a gift card that Was purchased through Raise and to my surprise it had a zero balance at the store I advised Raise that I bought the card last year and never used it I contacted them and they only guaranteed the card for days from purchase, what a rip off People selling on Raise can use the cards even after selling them How does that protect the buyers DO NOT BUY FROM THEM, IT'S A SCAM!
We were able to further review Revdex.com complaint number as well as the customer’s Raise order and accountOn September 3, 2015, the customer ordered one [redacted] gift card valued at $(Order number R413558625)On January 31, 2016, he calledour Member Services Team for assistance because he was unable to use this gift cardOur agent called the [redacted] gift card hotline and confirmed that there was $left on this gift card to be used.Unfortunately this order was outside of our Day Guarantee, which means we cannot guarantee a refundThe order was sent to our Gift CardSupport Team for further reviewRegrettably they were not able to provide a resolution within the 3-business days allotted.On February 8, a partial refund was issued for the balance that the customer was unable to use$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 refundWe apologize for the delay in resolution but are happy to report that we were indeed able to meet the customer’s request
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, an order was placed through the member’s Raise account for two [redacted] gift cardsLater 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 WalletThe 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 completedIn a situation where the purchase has been made from the member’s device as an accidental purchase, a refund cannot be offeredThe Raise Guarantee does not offer refunds for accidental purchasesThe 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 numbersThe 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 deviceThere 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 purchaseUnfortunately, again, the Raise Guarantee does not honor refunds for accidental purchases, and we sincerely apologize for this inconvenienceWe will, however, be reaching out directly to the customer to see if we can come to a further resolution
Purchased a [redacted] $gift card on 12/13/Checked the balance upon receive and balance was right at that timeDidn't get a chance to usemonth later, on 7/25/2016, tried to order something but the balance is only $Emailed Raise.com right away, but was told the next day that they can't do anything about it as it has passed daysWould not recommend it to friends
Initial Business Response / [redacted] (1000, 8, 2014/12/09) */ In Response to Revdex.com complaint # [redacted] Dear Ms [redacted] I have read your complaint in its entirety and explored all details to ensure I understand the issue you have dealt withI'm sorry you had to experience this situationI sincerely apologize, and ultimately I was glad to come to a great resolution with you We do ask that when Members purchase [redacted] gift cards, that the Members don't merge them with any other cards or accountsThis is because due to the secondary nature of our marketplace, there is always a small chance an issue may arise with a gift cardIf it does, keeping cards separate help resolve any issue quickly and simplyI am sorry that [redacted] refused to give you your funds back, but I was happy to be able to help restore the funds you lost from them Again I am very sorry about this, but I am glad in the end we could help resolve it Sincerely, [redacted] Member Services Manager
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 Thank you Sincerely, [redacted] ***
After again reviewing Revdex.com complaint number [redacted] we are unable to offer the customer a different resolution We were able to confirm with the Gift Card Support Team that the customer has in fact been able to redeem $of the gift card before the brand had the gift card deactivatedWhile this is the case, the customer was refunded as if he had only been able to use $of the gift cardThis information was obtained through contact with the brand regarding purchases, the locations at which they were made, and the dates on which the purchases occurred As gift cards are treated as currency, the customer was refunded for the amount of currency, prorated by the discount at which it was purchased, that he was unable to redeem in the restaurant This is the way a partially used gift card is returned in the form of a refund, and we apologize for the inconvenience in this
After receiving and reviewing BBB complaint number [redacted] and the corresponding payment numbers, it appears that a resolution has been provided to the customer. On September 24, 2016 the customer sold five [redacted] gift cards on the Raise marketplace. Payment for these transactions was... requested the same day to a bank account with a name other than that of the customer’s. An email was sent asking the customer about the name discrepancy, as well as a few other verification questions, and the payment request was canceled until the email could be answered and information could be provided. This was done as a security measure as the credit card verification on the account is that of the customer’s which differed from that on the bank account information.Payment was again requested by the customer but was canceled a second time as the requested information had not been provided. Raise in no way wanted to bar the customer from receiving payment, but wanted to make sure the payment was being securely sent. After the customer completed the requested verification, the funds were again released for the customer to request. Unfortunately, there is no process where payments can be expedited for our consumer sellers and the payment did take three days to be issued to the customer’s chosen account.We 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: Good news is that I have found my money back with the help of Sephora and Gift Card Center That's because of a technical error within Sephora and Gift Card CenterEven I got my money backI am still unsatisfied with Raise's serviceIf you told me all the transactions are with the same address, I will figure out what's going on soonNo response, No further explanation, TERRIBLE service! BTW: My address is in TX!!!!!! Not Florida !! Sincerely, [redacted] ***
After receiving complaint number [redacted] we were able to further review this case and the payment involvedOn August 27, 2015, the customer listed a [redacted] gift card for sale on the Raise marketplace This gift card sold on August 29, and the customer’s earnings were $for this sale To receive payment, a seller must request payment via [redacted] ACH direct deposit to his or her bank account, or a physical check The physical check option would be paid to the name and address on the credit card used to verify a seller’s account This verification is a mandatory process completed at the time a seller lists a gift card on Raise.comAt the time of this customer’s seller verification, the credit card used for verification was in the name of someone other than the seller He proceeded to request a physical check on August 30, which was made out to the name on the aforementioned credit card This check was sent out via [redacted] three business days later The customer emailed Raise Member Services on October 9, 2015, stating that he has not received his check in the mail Our Seller Support team reached back out to him, confirming the address to which the check was sent After confirming the correct address and that this check had not yet been cashed, our Accounting team was able to cancel payment It was suggested to the customer to take advantage of a quicker, more convenient method of payout After several days, the customer had not entered banking or [redacted] information He was informed that we would proceed with sending another physical check to ensure that he was paid for the card sold on the site two months priorThe second physical check was sent out the following day using the same information as the first attempt The customer emailed Raise on November that he had yet to receive his check In accordance with Raise policy, we must wait days before a check is considered lost in the mail and cancelledOn January 12, 2016, our Accounting team was able to confirm that the second check had not been cashed The customer was informed that either a [redacted] shipping issue or the name in which the payment was issued was preventing him from receiving this check The customer was again urged to choose another method of payout, as we would not be able to issue another check after the two failed delivery attempts We would like to thank the customer for connecting his [redacted] account for more immediate payment He was informed that his second check payment has been cancelled, and that the funds would be available immediately within his Raise account for re-request Shortly after, we received the customer’s payout request This transaction has been approved, and will be accessible in the customer’s [redacted] account within hoursWe would like to offer a sincere apology for the length of time it took for the customer to be paid for his sale Overall 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 [redacted] , we were able to review the two orders in question and reach a solutionBoth 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 $each These cards were shipped directly from the seller via [redacted] and delivered to the customer’s shipping addressUnfortunately, an activation issue occurred with both of these gift cards The customer first notified Raise Member Services through email on December 28, of the redemption trouble with his two [redacted] gift cardsOn January 12, 2016, the customer was refunded the purchase price for the two gift cards totaling $ 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 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 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 [redacted] , we were able to review the order and determine an appropriate solution.On February 7, 2016, the customer purchased three [redacted] cards in Raise Order Number [redacted] for a total purchase price of $One card was purchased for $with a value of $309.05, another was purchased for $with a value of $302.06, and the final card was purchased for $with a value of $At the time this order was placed, these cards were egift/vouchers, meaning they were eligible to be redeemed both online and in-store.On April 28, 2017, the customer contacted Raise informing the supporting agent that they were unable to use two of the three cards that they had initially purchasedThe supporting agent informed the customer that due to the time that had passed since this order was placed, we were unable to refund as it was outside of our Year Money-Back GuaranteeAt the time this order was initially placed, the Raise Guarantee covered customers’ purchases for the first DaysIn January, our Guarantee was extended to Year to give our customers even more confidence when purchasing on RaiseThe supervisor on duty at the time provided the customer with $in Raise Rewards as an extension of our apology.The customer contacted Raise a second time on May 1, 2017, expressing displeasure in this decision and wanted to speak a supervisorThe supporting supervisor at the time reiterated that, unfortunately, as this order fell outside of our updated Year Money-Back Guarantee, we would not be able to offer a full purchase price refund for this purchaseAn additional $in Raise Rewards was offered to the customer at the time of this call as wellThe customer requested to speak to the head of our Member Services department and was directed to send in an email addressed to him.On May 2, 2017, an email was sent from the Head Supervisor in our Member Services department to the customer with more details about this experienceThe email reiterated once again our Year Money-Back Guarantee and addressed the customer’s concern about not being able to redeem the card online as wellOn June 30, 2016, [redacted] switched the redemption of these cards to in store only, so these cards were not able to be redeemed online anymoreAn additional $in Raise Rewards was provided, totaling $in the customer’s account.As a member to member marketplace, redemption instructions are being obtained directly from the brandAs we are not the owners of these gift cards, those instructions may change from the time the order was initially placedHowever, our Year Money-Back Guarantee is in place to protect customers’ purchase price in the event they have trouble redeeming a cardThis can apply to a card showing as inactive, not receiving a card, or a card showing an inaccurate balanceWhile we cannot make our customers redeem the cards within Year, we do recommend it so we can resolve any issues that may occur quickly and to the customer’s liking.The $in Raise Rewards have been deposited into the customer’s account and are able to be used at their earliest convenienceWe will continue to ensure that Raise policy is adhered to and properly communicatedWe feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenienceAny follow up questions or concerns can be sent via email to [redacted]
After receiving Revdex.com complaint [redacted] we were able to review the Raise account and order in questionThe customer placed order [redacted] on 12/4/and contacted us on 12/after they encountered the issue with their [redacted] gift cardRegrettably, our Member Services Team was unable to respond in a timely fashionBecause she was able to use $43.96, we submitted an adjusted refund based on the discount at which she purchased this $cardA refund for $was credited back to the customer’s original payment source on 12/29/In addition, a $credit was added to her Raise account for the inconvenienceWe understand that it is unacceptable to have 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 acceptableWe apologize for the inconvenience and encourage the customer to give us a call should she have any further questions or concerns
After reviewing complaint number [redacted] and the order in question, it appears that the current resolution is warrantedOn July 17th the customer placed an order on Raise.com for a Cinemark eGift cardThe gift card was purchased with a value of $for a purchase price of $165.54, which the customer paid for by credit card The customer contacted Raise Member Services via chat on January 22nd and notified the serving agent that they had been able to redeem the Cinemark gift card for a total of $and should have had a remaining balance of $As this inquiry falls outside of the Day Guarantee the order was sent to be reviewed by the Gift Card Support TeamDuring the review process, the Gift Card Support Team determined that because the order falls so far outside of the Day Guarantee a refund would not be provided and no further action would be taken on the order by Raise 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 Sunday February 28th While there is no expiration on the the gift cards, the Raise Day Guarantee does only guarantee a refund for the purchase price for the first days after the date of purchase We appreciate the customer’s business and understand that while the Day Guarantee is outlined on all order receipts and on the Raise website that a situation like this can be frustratingWe 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 reviewing the rejection to Revdex.com complaint number [redacted] we want to continue to offer assistance to the customerWhile a dispute is a lengthy process, we are happy to keep a line of communication open with the customer until this issue has been resolvedA dispute remains active until it has been fully resolved and this does mean that communication will stay open between our finance team and the customer’s banking institution An email has been sent to the customer to keep that line of communication open directly with him where he can respond to us, and we can keep in contact regarding the status of the disputes We would like to consider this issue resolved for the time being and are happy to keep working with the customer to have this fully resolved
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, we are happy to offer the customer a resolutionOn February 2, 2016, the customer purchased a [redacted] gift card from Raise.com with a value of $and a purchase price of $The customer contacted Raise Member Services on February 23, and expressed that the gift card could not be used in the restaurantDuring the conversation the member spoke with an agent as well as a supervisor who offered to have the gift card looked into as it did show a full balance, but the member did express that there had been issues with its redemptionThe customer filed a dispute on the order as the process to look into the gift card had taken an extended amount of timeWhen a dispute is filed on a member’s account, the account has a hold placed on it until the dispute has been resolved to ensure the security of the customer’s accountThe dispute was resolved in the favor of Raise, and we have issued the customer a refund for the purchase price of the order.The refund will be reflected on the customer’s original payment source in 1-business days and the Raise Rewards used on the purchase will also be returned to the customer’s accountAs the dispute has resolved, the customer has full access to all of his purchases at this time.We would like to apologize for the extended amount of time that it took to resolve this issue for the customer and are working to improve response times overallWe are glad to have resolved this for the customer and look forward to serving him again in the futureIf the customer has any further questions, he is welcome to respond to the refund email confirmation sent to him
We were able to further review complaint and the Raise account in questionThe customer placed order Ron 12/for six JosABank gift cardsThe member then used our chat feature to contact our Member Services department who was able to look into these gift cards furtherThe message sent from JosABanks to our customer stated there was an issue with his billing address and this was why his order with them was canceledOur team then reached out to JosABank to confirm these gift cards were not tied to another account in any wayAt this point, we explained to the customer that the issue lies with JosABank rather than Raise as their system was unable to process his orderWe were made aware that the day prior, the retailer had experienced an issue with its order processing system and this could have effected the customer’s ability to place an order with themAll six cards were confirmed to hold valid balances and were able to be used in a test order by our Member Services TeamFor this reason, we were unable to issue a refundThe customer made us aware that he intended to file a dispute with his credit card company because we were unable to refund himUnfortunately, we must place a hold on a customer’s account during the time the dispute is openHe was made aware that his account would be put on hold and he would be unable to place any other orders with Raise during the time of the dispute We regret that we were not able to provide the exact results the customer wanted, but unfortunately this order does not meet the requirements of our return policyWe sincerely apologize for the inconvenience
After receiving Revdex.com complaint number [redacted] , we have obtained the necessary order numbers and been able to provide the customer with resolutions for each.The customer originally contacted Raise Member Services regarding the five orders in question outside of the Day Guarantee; we are happy to look into any gift card that does have a problem sometimes even outside of the guarantee periodIn this case we have been happy to provide the customer with refunds for all of the applicable ordersDuring correspondence with the customer through a support ticket we confirmed five orders had gift cards that were no longer validAll five orders have been refunded for a grand total of $We are still currently waiting to hear back from the customer regarding further information for two gift card numbers that did not have cards connected to them on Raise, for which also an order number was not provided by the customerWe do believe that these two gift cards have been refunded in part of the grand total we provided but want to make sure that all of the customer’s needs have been metWe are happy to continue to resolve this for the customer and process any necessary refunds within the Raise Day Guarantee if there is still anything outstandingThe customer is welcome to respond to our support ticket with the necessary information to continue to resolve the inquiryUntil we have the necessary information, we would like to consider this issue resolved and look forward to working with this customer in the future
Complaint: I am rejecting this response because:1) It was not listed the same day it was recievedHowever, it was determined shortly after receiving it that it would not be useful and that it would be better to sell it on a marketplace.2) Provided all of the documentation requestedThere was a LOT of verification requiredI had to upload an ID, had to ask the purchaser for a receipt, had to verify my bank account, had to provide a backup credit card, had to wait daysIn total, I waited months to withdraw my money.3) Skky (customer service) verified itThe customer used the card a month after buying itThe customer used the gift card, and I did not get paid for it Raise.com has taken my gift card AND my money and refused to release itI reject their response Sincerely, Joshua [redacted]
Complaint: I am rejecting this response because: I, as a consumer, am purchasing a product from you, as a business establishment I cannot understand why you are accessing a consumer's personal informationI am fortunate to know that you accessing this personal information should be on a need to know basis, in the event of a loan or a line of credit, neither of which I was requesting from your business establishment I go to the store or order items online, never have they asked me to verify my name, date of birth, social security number, and previous addresses in which I have livedIt appears as though you were fishing for personal information to run a credit report on me or to gain access into my credit history If this is your policy, then so be it, but I encourage anyone who reads this complaint to be aware that with all the personal identity theft occurring, this type of information should not be required from a reprobable business establishment to purchase a single item Sincerely, Autumne ***
I just checked a gift card that Was purchased through Raise and to my surprise it had a zero balance at the store I advised Raise that I bought the card last year and never used it I contacted them and they only guaranteed the card for days from purchase, what a rip off People selling on Raise can use the cards even after selling them How does that protect the buyers DO NOT BUY FROM THEM, IT'S A SCAM!
We were able to further review Revdex.com complaint number as well as the customer’s Raise order and accountOn September 3, 2015, the customer ordered one [redacted] gift card valued at $(Order number R413558625)On January 31, 2016, he calledour Member Services Team for assistance because he was unable to use this gift cardOur agent called the [redacted] gift card hotline and confirmed that there was $left on this gift card to be used.Unfortunately this order was outside of our Day Guarantee, which means we cannot guarantee a refundThe order was sent to our Gift CardSupport Team for further reviewRegrettably they were not able to provide a resolution within the 3-business days allotted.On February 8, a partial refund was issued for the balance that the customer was unable to use$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 refundWe apologize for the delay in resolution but are happy to report that we were indeed able to meet the customer’s request
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, an order was placed through the member’s Raise account for two [redacted] gift cardsLater 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 WalletThe 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 completedIn a situation where the purchase has been made from the member’s device as an accidental purchase, a refund cannot be offeredThe Raise Guarantee does not offer refunds for accidental purchasesThe 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 numbersThe 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 deviceThere 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 purchaseUnfortunately, again, the Raise Guarantee does not honor refunds for accidental purchases, and we sincerely apologize for this inconvenienceWe will, however, be reaching out directly to the customer to see if we can come to a further resolution
Purchased a [redacted] $gift card on 12/13/Checked the balance upon receive and balance was right at that timeDidn't get a chance to usemonth later, on 7/25/2016, tried to order something but the balance is only $Emailed Raise.com right away, but was told the next day that they can't do anything about it as it has passed daysWould not recommend it to friends
Initial Business Response / [redacted] (1000, 8, 2014/12/09) */ In Response to Revdex.com complaint # [redacted] Dear Ms [redacted] I have read your complaint in its entirety and explored all details to ensure I understand the issue you have dealt withI'm sorry you had to experience this situationI sincerely apologize, and ultimately I was glad to come to a great resolution with you We do ask that when Members purchase [redacted] gift cards, that the Members don't merge them with any other cards or accountsThis is because due to the secondary nature of our marketplace, there is always a small chance an issue may arise with a gift cardIf it does, keeping cards separate help resolve any issue quickly and simplyI am sorry that [redacted] refused to give you your funds back, but I was happy to be able to help restore the funds you lost from them Again I am very sorry about this, but I am glad in the end we could help resolve it Sincerely, [redacted] Member Services Manager
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 Thank you Sincerely, [redacted] ***
After again reviewing Revdex.com complaint number [redacted] we are unable to offer the customer a different resolution We were able to confirm with the Gift Card Support Team that the customer has in fact been able to redeem $of the gift card before the brand had the gift card deactivatedWhile this is the case, the customer was refunded as if he had only been able to use $of the gift cardThis information was obtained through contact with the brand regarding purchases, the locations at which they were made, and the dates on which the purchases occurred As gift cards are treated as currency, the customer was refunded for the amount of currency, prorated by the discount at which it was purchased, that he was unable to redeem in the restaurant This is the way a partially used gift card is returned in the form of a refund, and we apologize for the inconvenience in this
After receiving and reviewing BBB complaint number [redacted] and the corresponding payment numbers, it appears that a resolution has been provided to the customer. On September 24, 2016 the customer sold five [redacted] gift cards on the Raise marketplace. Payment for these transactions was... requested the same day to a bank account with a name other than that of the customer’s. An email was sent asking the customer about the name discrepancy, as well as a few other verification questions, and the payment request was canceled until the email could be answered and information could be provided. This was done as a security measure as the credit card verification on the account is that of the customer’s which differed from that on the bank account information.Payment was again requested by the customer but was canceled a second time as the requested information had not been provided. Raise in no way wanted to bar the customer from receiving payment, but wanted to make sure the payment was being securely sent. After the customer completed the requested verification, the funds were again released for the customer to request. Unfortunately, there is no process where payments can be expedited for our consumer sellers and the payment did take three days to be issued to the customer’s chosen account.We 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: Good news is that I have found my money back with the help of Sephora and Gift Card Center That's because of a technical error within Sephora and Gift Card CenterEven I got my money backI am still unsatisfied with Raise's serviceIf you told me all the transactions are with the same address, I will figure out what's going on soonNo response, No further explanation, TERRIBLE service! BTW: My address is in TX!!!!!! Not Florida !! Sincerely, [redacted] ***
After receiving complaint number [redacted] we were able to further review this case and the payment involvedOn August 27, 2015, the customer listed a [redacted] gift card for sale on the Raise marketplace This gift card sold on August 29, and the customer’s earnings were $for this sale To receive payment, a seller must request payment via [redacted] ACH direct deposit to his or her bank account, or a physical check The physical check option would be paid to the name and address on the credit card used to verify a seller’s account This verification is a mandatory process completed at the time a seller lists a gift card on Raise.comAt the time of this customer’s seller verification, the credit card used for verification was in the name of someone other than the seller He proceeded to request a physical check on August 30, which was made out to the name on the aforementioned credit card This check was sent out via [redacted] three business days later The customer emailed Raise Member Services on October 9, 2015, stating that he has not received his check in the mail Our Seller Support team reached back out to him, confirming the address to which the check was sent After confirming the correct address and that this check had not yet been cashed, our Accounting team was able to cancel payment It was suggested to the customer to take advantage of a quicker, more convenient method of payout After several days, the customer had not entered banking or [redacted] information He was informed that we would proceed with sending another physical check to ensure that he was paid for the card sold on the site two months priorThe second physical check was sent out the following day using the same information as the first attempt The customer emailed Raise on November that he had yet to receive his check In accordance with Raise policy, we must wait days before a check is considered lost in the mail and cancelledOn January 12, 2016, our Accounting team was able to confirm that the second check had not been cashed The customer was informed that either a [redacted] shipping issue or the name in which the payment was issued was preventing him from receiving this check The customer was again urged to choose another method of payout, as we would not be able to issue another check after the two failed delivery attempts We would like to thank the customer for connecting his [redacted] account for more immediate payment He was informed that his second check payment has been cancelled, and that the funds would be available immediately within his Raise account for re-request Shortly after, we received the customer’s payout request This transaction has been approved, and will be accessible in the customer’s [redacted] account within hoursWe would like to offer a sincere apology for the length of time it took for the customer to be paid for his sale Overall 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 [redacted] , we were able to review the two orders in question and reach a solutionBoth 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 $each These cards were shipped directly from the seller via [redacted] and delivered to the customer’s shipping addressUnfortunately, an activation issue occurred with both of these gift cards The customer first notified Raise Member Services through email on December 28, of the redemption trouble with his two [redacted] gift cardsOn January 12, 2016, the customer was refunded the purchase price for the two gift cards totaling $ 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 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 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 [redacted] , we were able to review the order and determine an appropriate solution.On February 7, 2016, the customer purchased three [redacted] cards in Raise Order Number [redacted] for a total purchase price of $One card was purchased for $with a value of $309.05, another was purchased for $with a value of $302.06, and the final card was purchased for $with a value of $At the time this order was placed, these cards were egift/vouchers, meaning they were eligible to be redeemed both online and in-store.On April 28, 2017, the customer contacted Raise informing the supporting agent that they were unable to use two of the three cards that they had initially purchasedThe supporting agent informed the customer that due to the time that had passed since this order was placed, we were unable to refund as it was outside of our Year Money-Back GuaranteeAt the time this order was initially placed, the Raise Guarantee covered customers’ purchases for the first DaysIn January, our Guarantee was extended to Year to give our customers even more confidence when purchasing on RaiseThe supervisor on duty at the time provided the customer with $in Raise Rewards as an extension of our apology.The customer contacted Raise a second time on May 1, 2017, expressing displeasure in this decision and wanted to speak a supervisorThe supporting supervisor at the time reiterated that, unfortunately, as this order fell outside of our updated Year Money-Back Guarantee, we would not be able to offer a full purchase price refund for this purchaseAn additional $in Raise Rewards was offered to the customer at the time of this call as wellThe customer requested to speak to the head of our Member Services department and was directed to send in an email addressed to him.On May 2, 2017, an email was sent from the Head Supervisor in our Member Services department to the customer with more details about this experienceThe email reiterated once again our Year Money-Back Guarantee and addressed the customer’s concern about not being able to redeem the card online as wellOn June 30, 2016, [redacted] switched the redemption of these cards to in store only, so these cards were not able to be redeemed online anymoreAn additional $in Raise Rewards was provided, totaling $in the customer’s account.As a member to member marketplace, redemption instructions are being obtained directly from the brandAs we are not the owners of these gift cards, those instructions may change from the time the order was initially placedHowever, our Year Money-Back Guarantee is in place to protect customers’ purchase price in the event they have trouble redeeming a cardThis can apply to a card showing as inactive, not receiving a card, or a card showing an inaccurate balanceWhile we cannot make our customers redeem the cards within Year, we do recommend it so we can resolve any issues that may occur quickly and to the customer’s liking.The $in Raise Rewards have been deposited into the customer’s account and are able to be used at their earliest convenienceWe will continue to ensure that Raise policy is adhered to and properly communicatedWe feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenienceAny follow up questions or concerns can be sent via email to [redacted]