After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted, but we are happy to provide the customer with a different resolution On December 20, the customer placed an order on Raise for a [redacted] Cinemas gift card with a value of $for a purchase price of $for which the customer paid $after a promotional code was applied to the orderThe customer then contacted Raise on August 16, and expressed that the gift card had not worked when it was attempted to be redeemed at that theaterAt that time, the customer was informed that the gift card fell outside of the Day Money-Back Guarantee, and could not be refundedThe customer was also offered $in Raise Rewards credit as recompense for the issue The Raise Guarantee is in place to protect the purchase price of all orders for the first days from the purchase dateAfter that time frame, we are happy to look into any orders that have an issue, but cannot guarantee a refund in the same way that we would within the first days As a courtesy, we have refunded the customer’s full purchase price of this order back to the original payment sourceThis refund will be reflected on the customer’s credit card within 3-business daysThe Raise Rewards credit has been removed from the account as a refund has been completed, but $of the Raise Rewards will remain in the account to replace the promotional code that the customer lost on this order as well as an additional $as a thank you for the customer’s continued patience through this situationWe would like to apologize for any inconvenience that this has caused the customer and hope to better serve him again in the future
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 controlThe customer initially contacted Raise regarding this issue outside of the 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 oldWe would like to offer the customer $in Raise Rewards credit as recompense for this order, as we are unable to refund the gift card in fullThe 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
We were able to further review Revdex.com complaint [redacted] as well as the customer’s Raise orders and account Both orders ( [redacted] and [redacted] were placed during NovemberOn January 16, the customer called into Member Services to let them know they were no longer able to use this gift card in an electronic formThis was due to a change in [redacted] policy which required gift cards and merchandise credits to be used in store with the physical gift cardBecause the cards were unable to be shipped, the agent then started the refund process for three cards total In order [redacted] the gift card ending in [redacted] was refunded in full ($175.19)Because the gift card ending in [redacted] was partially used, a partial refund ($41.34) was processedBoth of these In order number [redacted] a partial refund was issued as wellThe member was able to use $of this gift cardA refund for $was issued on February We apologize that these refunds were not processed in a more timely manner and we are working hard to improve upon our response timeWe sincerely appreciate the customer’s patience and hope to serve them again in the future
After receiving Revdex.com complaint number [redacted] , we were able to review the order in question and determine an appropriate solution.On February 13, 2018, the customer purchased two Nakedwines.com gift cards, each valued at $100, for a total purchase price of $These were egift cards meaning that they were delivered electronically to both the customer’s Raise account, and the email address on file with their Raise accountAs with all cards sold on Raise, the cards were verified twice, once at the initial listing and once at the time of purchase to ensure a valid, accurate balance.The customer submitted an email later that same day stating that both cards were not working as intendedThe customer also called in to speak to our Member Services teamThe supporting agent informed the customer that a screenshot of the error message was needed in order to help our Gift Card Support team verify the claim that these cards were not working as intendedThe customer submitted a screenshot and this was sent to our Gift Card Support team for review.After reviewing the screenshot submitted, our Gift Card Support Team encouraged the customer to reach back out to the brand, as the screenshot showed an error with the account and the email address provided, not the gift cardsBecause of this screenshot, we were not able to provide a full purchase price refundRaise offers a 1-Year Money-Back Guarantee for cards purchased that are showing as invalid, or showing an inaccurate balance (https://www.raise.com/guarantee)As the balance of these cards was confirmed, and the issue was with the account, the customer was advised to contact the brand for further information.The customer submitted three more emails over the course of the next dayOn February 14, 2018, the customer sent in an email further explaining what the brand had told themThe customer informed the supporting agent that the brand was mistaken in what they had told the customer the day before, which was that the cards were not eligible to be usedThey confirmed that the credit for the gift cards was applied to the customer’s accountThe customer also relayed that the brand had specific terms and conditions in order to correctly redeem these cardsThis information has been sent along to our Gift Card Support Team, who has reached out to the brand in order to get the proper redemption information for these gift cardsBrands may have different methods on how to properly redeem a gift cardThis information is stated under the “Delivery & Redemption” section before purchasing on RaiseOur Gift Card Support Team will work with the brand in order to have the most up-to-date information available for our customers.At this time, we would like to consider this issue resolved as the customer has confirmed that the brand has applied the gift card credit to their accountWe would like to sincerely apologize to the customer for the frustration, and confusion this experience has causedAs previously mentioned, our Support Team is working closely with the brand to ensure the information that is provided on our site is accurateIf the customer has any additional questions or concerns, an email can be sent to [email protected]
Complaint: [redacted] I am rejecting this response because:First, I never saw there is a guarantee rule mentioned anywhere on the website, or in my order confirmation email, at least it's not something that obvious to seeYou might include it somewhere in a fine fine print to trap the customer on purposeSecondly, the two times you mentioned are totally wrongMy order happened at 11:16PM on 2/18/2016, and my first phone call with you was around 5/20/2016, which was still within daysI think I made myself pretty clear during the phone call that I refused to accept your $credit as a compensation, which is nothing comparing to $loss that incurred to meAs a customer, I just want to let you know that cheating customer is not the right way to do businessIt is FRAUDIt will hurt your business on a long runBe smart pleaseIt's okay that I lose my money for this time, but I need to let other customers know what happened to me, and hope that this will not happen to anyone else any more Sincerely, [redacted] **
We were able to further review complaint number [redacted] and the order involved to offer the customer a resolution.On June 6, 2015, the customer placed an order for three physical $ [redacted] gift cards for which he paid a total of $ The $gift card in question was sold for $ These cards would be shipped to him via USPS directly from the seller The customer emailed Raise Member Services on December in regards to one of the cards containing a value of $rather than $ We were able to confirm that this card was intended for another customer Due to this shipping error, the customer that paid for a $gift card may have received the complainant’s $gift card.On December 17, 2015, a Raise Member Services agent reached out to the customer via email to begin to resolve this issue As this order is outside of the Raise day guarantee, a request was sent to our gift card support team for resolution The customer was informed that he would be updated within five business days Regrettably, our team was not able to offer an update within the timeframe promised.We were unfortunately unable to obtain the gift card that the customer had originally ordered As he agreed to keep the $card, we were able to offer the customer a partial refund of $to the credit card used This amount is based on the original 15% discount at which the $card was purchased.We sincerely apologize that this matter was not dealt with within our typical time allotment Our team is currently working to ensure resolutions and updates within the time specified We would like to encourage the customer to give us a call at 888-578-should there be any issues or questions that need immediate resolution in the future At this time, we would like to consider this issue resolved, as the customer has indicated that he is satisfied with the solution offered
After receiving complaint number [redacted] we were able to further review this case and the payment involved.On 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.com.At 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 prior.The 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 cancelled.On 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 hours.We 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
Complaint: [redacted] I am rejecting this response because: As I have stated several times for each time you have reached out to me, this is not what your guarantee is When I said that I had used "about $20", I have no idea how accurate that is Since the card was reported fraudulent (JITB's words, not mine), I should be refunded the entire amount of my purchase, as it clearly states in your 100-day guarantee: For days from the date of purchase, the Raise Guarantee covers:Gift cards that are not activeGift cards with an inaccurate balanceGift cards received as a different brand than orderedGift cards not received within days from the date of purchaseandThe Raise Guarantee covers the purchase price of the gift card, not any savings or discount the buyer receivedAs I had explained to one of your customer support agents, if you had, even in good faith, sold me car that turned out to be stolen (which is tantamount to what happened here), would I be expected to pay a "rental fee" for the time I used it? That idea is preposterous, but that is what you are expecting here You cannot rewrite a contract that you failed to follow through on after the fact.At the end of the day, I just do not want to buy from a company that sells stolen gift cards and then does not honor the guarantee that is sets forth before purchase You can "spin" it however you want to but those are the facts of this situation [redacted]
After again reviewing Revdex.com complaint number [redacted] unfortunately, we are unable to completely change the resolution offered to the customerAs the policy change that has directly caused this issue was enacted by [redacted] and not Raise, unfortunately that is outside of our controlThe customer initially contacted Raise regarding this issue outside of the 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 $in Raise Rewards credit as recompense for this order, as we are unable to refund the gift card in fullThe credit is now available in the customer’s Raise account, and will automatically apply to the next purchase on RaiseWe hope that the customer will find this an acceptable resolution and look forward to better serving him again in the future
After reviewing the rejection to BBB complaint number [redacted] we want to continue to offer assistance to the customer.While a dispute is a lengthy process, we are happy to keep a line of communication open with the customer until this issue has been resolved. A 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 Revdex.com complaint number [redacted] , we were able to review the customer’s experience and would be happy to further clarify the situation.On March 10, the customer attempted to purchase multiple [redacted] Pharmacy gift cards from Raise.comThe customer contacted Raise.com and expressed to the supporting agent that there were cards being purchased from his cart before he could check outThe supporting agent informed the customer as a live member to member marketplace with fluctuating inventory and prices, this scenario was possible as cards are currently not locked into a customer’s cart when they are addedThe call was then escalated to a supervisor, who reiterated the same information to the customerThe supervisor also informed the customer that he would reach out to our Engineering Team in hopes of having a feature in which the cart is locked for a certain length of time implemented soonIn addition, the supervisor assisted the customer in finding similar valued cards so the customer could complete their purchaseUnfortunately, those cards were also purchased before the customer could complete the checkout processAt this time, Raise does not have the capability to automatically replace any cards that are purchased before the customer has a chance to complete checkout due to the constantly fluctuating inventory.Raise.com does not deploy any type of bait and switch advertisingAll gift cards that are listed on Raise are currently sold on a first come, first serve basisAs [redacted] Pharmacy is a popular brand, higher discounted gift cards may sell out quicklyRaise.com also has a feature called “Brand Alerts” in which an email is sent informing any customer who has both a specific brand at a certain percentage off setThis is all determined by the customer’s preferenceThe higher discounted cards will sell out within minutes of being posted because of this.We understand completely how this leads to a poor checkout experience and overall member experienceIt is our goal to provide the best possible experience as possible and a timed checkout is something that is currently being tested and we hope to have this available in the newest version of the mobile appUltimately, we hope to have this implemented via the website as wellWe would like to sincerely apologize to the customer for any inconvenience and frustration that this order experience has causedWe hope to better serve the customer in the near future with these new feature implementations and we would like to consider this issue resolved at this timeAny follow up emails can be sent to [redacted] and we’d be happy to answer any further comments
Complaint: [redacted] I am rejecting this response because: This still doesn't solve the issue- I understand that I have to wait for you to issue a new check (which I'm guessing was never actually issued since there is no tracking number or check number available) This also seems to be a practice that has continually been done by Raise as there are many complaints about this very thing throughout Revdex.com and [redacted] reviews Sincerely, [redacted] ***
After receiving Revdex.com complaint number [redacted] , we have found that this issue has been resolved by a Raise Member Services agent.On November 28, 2015, the customer placed an order for a [redacted] physical gift card with a value of $ The total charged to the customer’s credit card was $ Sellers of physical cards are allowed three business days to ship a card, and the buyer should receive physical cards delivered by [redacted] within business days Should a gift card’s tracking number show information that it has been scanned into the [redacted] mailstream, we allow days before considering a gift card lost in the mail.The customer first contacted Raise Member Services on December to inform our team that he had not received his [redacted] gift card The handling agent was able to confirm that the tracking information had not updated, and in accordance with the day policy, we were able to refund the purchase price of this order.On January 20, 2015, the customer was refunded $and offered a $promotional code for the inconvenience caused by this card that had been lost in the mail We understand that it is unacceptable to not provide the customer with an update and/or refund for much longer than stated We sincerely apologize for the delay in resolution, as well as the shipping issue Overall, we feel that this issue has been resolved and we hope to serve the customer again in the future
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10967828, and find that this resolution is satisfactory to me Sincerely, Kelvin **
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10973489, and find that this resolution is satisfactory to me Sincerely, David [redacted]
After receiving Mr**'s complaint, we were able to further review his order and the Whole Foods gift card in question Mr [redacted] attempted to call our Member Services department on November 24, and requested a call back as his place in the phone queue was heldDue to a high volume of calls this day, the amount of time it took for a call back took longer than on a typical dayMr [redacted] did receive a call back from an agent who was then able to assist him with his gift cardThe Whole Foods gift card from order [redacted] was determined to have been closed by the merchant and therefore refundedThe $refund was processed and applied to Mr**'s original payment source on 11/ Overall we are pleased to have been able to assist Mr [redacted] with his issue and appreciate his patience
After receiving and reviewing Revdex.com complaint number [redacted] , and the corresponding order number, it appears that the current resolution is warranted.On February 2, the customer purchased three [redacted] gift cards from Raise.comThe customer reached out to Raise Member Services on June 3, and expressed that two of the three gift cards had not worked as expectedThe Member Services agent explained to the customer that the order fell outside of the Raise Guarantee and no further action could be taken on the order.The customer later spoke with a supervisor on the Member Services Team who also explained that the order fell outside of the Day Money-Back GuaranteeDuring the same phone call, the customer was offered $in Raise Rewards credit as recompense, as the order could not be refunded outside of the policy.While there is no expiration on the gift cards, the Raise Guarantee does only guarantee a refund for the purchase price for the first days after the date of purchaseFor this reason, we are unable to provide further assistance on the orderThe $offered by the Member Services supervisor is in the customer’s account to be used on a future purchase of the customer’s choice.We would like to sincerely apologize for any inconvenience that this may have caused and look forward to serving the customer again in the future
After receiving and further reviewing Revdex.com complaint number [redacted] , we are pleased that the resolution is satisfactory and would like to address the concerns the customer presentedBased on the information from our Trust & Safety team, the [redacted] gift card had a unique set of numbers, which indicated that it was indeed an older cardRaise suggested to the customer to relist the gift card as we believed there was the possibility of a redemption issue at that specific locationRaise would never suggest that option to a member if the gift card was inactive or showed an inaccurate balanceIn this particular case, if the member were to relist, we would be happy to issue Raise Rewards to help offset the commission As mentioned, the Raise Guarantee protects the customer’s purchase price if a card is showing as inactive, or an inaccurate balanceAs that was not the case in this instance, we were unable to resolve the situation at the first point of contact, but after further review, we were able to provide the customer with the desired resolutionWe feel that this issue has been resolved in accordance with the Raise Guarantee and apologize for any inconvenienceWe would be happy to address any further questions from the customer via email
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the customer has received the requested resolutionOn May 13, the customer made a purchase on Raise.com for a [redacted] (In Store Only) gift card with a value of $and a purchase price of $269.50.The customer contacted Raise Member Services on June 24, and expressed to the serving agent that the gift card did not work as intendedA portion was utilized and the other portion was frozen on the gift card according to the customerAt this time the order was escalated to the Gift Card Support Team due to the confusion with the balance that had been utilizedAs of July 8, the customer was refunded for the amount of the card that was unable to be redeemedWe apologize for the length of time that it took for this issue to be resolved and are working to improve response and resolution times ac [redacted] the board.We are happy to have been able to resolve this for the customer and look forward to serving them again in the future
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted, but we are happy to provide the customer with a different resolution On December 20, the customer placed an order on Raise for a [redacted] Cinemas gift card with a value of $for a purchase price of $for which the customer paid $after a promotional code was applied to the orderThe customer then contacted Raise on August 16, and expressed that the gift card had not worked when it was attempted to be redeemed at that theaterAt that time, the customer was informed that the gift card fell outside of the Day Money-Back Guarantee, and could not be refundedThe customer was also offered $in Raise Rewards credit as recompense for the issue The Raise Guarantee is in place to protect the purchase price of all orders for the first days from the purchase dateAfter that time frame, we are happy to look into any orders that have an issue, but cannot guarantee a refund in the same way that we would within the first days As a courtesy, we have refunded the customer’s full purchase price of this order back to the original payment sourceThis refund will be reflected on the customer’s credit card within 3-business daysThe Raise Rewards credit has been removed from the account as a refund has been completed, but $of the Raise Rewards will remain in the account to replace the promotional code that the customer lost on this order as well as an additional $as a thank you for the customer’s continued patience through this situationWe would like to apologize for any inconvenience that this has caused the customer and hope to better serve him again in the future
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 controlThe customer initially contacted Raise regarding this issue outside of the 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 oldWe would like to offer the customer $in Raise Rewards credit as recompense for this order, as we are unable to refund the gift card in fullThe 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
We were able to further review Revdex.com complaint [redacted] as well as the customer’s Raise orders and account Both orders ( [redacted] and [redacted] were placed during NovemberOn January 16, the customer called into Member Services to let them know they were no longer able to use this gift card in an electronic formThis was due to a change in [redacted] policy which required gift cards and merchandise credits to be used in store with the physical gift cardBecause the cards were unable to be shipped, the agent then started the refund process for three cards total In order [redacted] the gift card ending in [redacted] was refunded in full ($175.19)Because the gift card ending in [redacted] was partially used, a partial refund ($41.34) was processedBoth of these In order number [redacted] a partial refund was issued as wellThe member was able to use $of this gift cardA refund for $was issued on February We apologize that these refunds were not processed in a more timely manner and we are working hard to improve upon our response timeWe sincerely appreciate the customer’s patience and hope to serve them again in the future
After receiving Revdex.com complaint number [redacted] , we were able to review the order in question and determine an appropriate solution.On February 13, 2018, the customer purchased two Nakedwines.com gift cards, each valued at $100, for a total purchase price of $These were egift cards meaning that they were delivered electronically to both the customer’s Raise account, and the email address on file with their Raise accountAs with all cards sold on Raise, the cards were verified twice, once at the initial listing and once at the time of purchase to ensure a valid, accurate balance.The customer submitted an email later that same day stating that both cards were not working as intendedThe customer also called in to speak to our Member Services teamThe supporting agent informed the customer that a screenshot of the error message was needed in order to help our Gift Card Support team verify the claim that these cards were not working as intendedThe customer submitted a screenshot and this was sent to our Gift Card Support team for review.After reviewing the screenshot submitted, our Gift Card Support Team encouraged the customer to reach back out to the brand, as the screenshot showed an error with the account and the email address provided, not the gift cardsBecause of this screenshot, we were not able to provide a full purchase price refundRaise offers a 1-Year Money-Back Guarantee for cards purchased that are showing as invalid, or showing an inaccurate balance (https://www.raise.com/guarantee)As the balance of these cards was confirmed, and the issue was with the account, the customer was advised to contact the brand for further information.The customer submitted three more emails over the course of the next dayOn February 14, 2018, the customer sent in an email further explaining what the brand had told themThe customer informed the supporting agent that the brand was mistaken in what they had told the customer the day before, which was that the cards were not eligible to be usedThey confirmed that the credit for the gift cards was applied to the customer’s accountThe customer also relayed that the brand had specific terms and conditions in order to correctly redeem these cardsThis information has been sent along to our Gift Card Support Team, who has reached out to the brand in order to get the proper redemption information for these gift cardsBrands may have different methods on how to properly redeem a gift cardThis information is stated under the “Delivery & Redemption” section before purchasing on RaiseOur Gift Card Support Team will work with the brand in order to have the most up-to-date information available for our customers.At this time, we would like to consider this issue resolved as the customer has confirmed that the brand has applied the gift card credit to their accountWe would like to sincerely apologize to the customer for the frustration, and confusion this experience has causedAs previously mentioned, our Support Team is working closely with the brand to ensure the information that is provided on our site is accurateIf the customer has any additional questions or concerns, an email can be sent to [email protected]
Complaint: [redacted] I am rejecting this response because:First, I never saw there is a guarantee rule mentioned anywhere on the website, or in my order confirmation email, at least it's not something that obvious to seeYou might include it somewhere in a fine fine print to trap the customer on purposeSecondly, the two times you mentioned are totally wrongMy order happened at 11:16PM on 2/18/2016, and my first phone call with you was around 5/20/2016, which was still within daysI think I made myself pretty clear during the phone call that I refused to accept your $credit as a compensation, which is nothing comparing to $loss that incurred to meAs a customer, I just want to let you know that cheating customer is not the right way to do businessIt is FRAUDIt will hurt your business on a long runBe smart pleaseIt's okay that I lose my money for this time, but I need to let other customers know what happened to me, and hope that this will not happen to anyone else any more Sincerely, [redacted] **
We were able to further review complaint number [redacted] and the order involved to offer the customer a resolution.On June 6, 2015, the customer placed an order for three physical $ [redacted] gift cards for which he paid a total of $ The $gift card in question was sold for $ These cards would be shipped to him via USPS directly from the seller The customer emailed Raise Member Services on December in regards to one of the cards containing a value of $rather than $ We were able to confirm that this card was intended for another customer Due to this shipping error, the customer that paid for a $gift card may have received the complainant’s $gift card.On December 17, 2015, a Raise Member Services agent reached out to the customer via email to begin to resolve this issue As this order is outside of the Raise day guarantee, a request was sent to our gift card support team for resolution The customer was informed that he would be updated within five business days Regrettably, our team was not able to offer an update within the timeframe promised.We were unfortunately unable to obtain the gift card that the customer had originally ordered As he agreed to keep the $card, we were able to offer the customer a partial refund of $to the credit card used This amount is based on the original 15% discount at which the $card was purchased.We sincerely apologize that this matter was not dealt with within our typical time allotment Our team is currently working to ensure resolutions and updates within the time specified We would like to encourage the customer to give us a call at 888-578-should there be any issues or questions that need immediate resolution in the future At this time, we would like to consider this issue resolved, as the customer has indicated that he is satisfied with the solution offered
After receiving complaint number [redacted] we were able to further review this case and the payment involved.On 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.com.At 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 prior.The 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 cancelled.On 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 hours.We 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
Complaint: [redacted] I am rejecting this response because: As I have stated several times for each time you have reached out to me, this is not what your guarantee is When I said that I had used "about $20", I have no idea how accurate that is Since the card was reported fraudulent (JITB's words, not mine), I should be refunded the entire amount of my purchase, as it clearly states in your 100-day guarantee: For days from the date of purchase, the Raise Guarantee covers:Gift cards that are not activeGift cards with an inaccurate balanceGift cards received as a different brand than orderedGift cards not received within days from the date of purchaseandThe Raise Guarantee covers the purchase price of the gift card, not any savings or discount the buyer receivedAs I had explained to one of your customer support agents, if you had, even in good faith, sold me car that turned out to be stolen (which is tantamount to what happened here), would I be expected to pay a "rental fee" for the time I used it? That idea is preposterous, but that is what you are expecting here You cannot rewrite a contract that you failed to follow through on after the fact.At the end of the day, I just do not want to buy from a company that sells stolen gift cards and then does not honor the guarantee that is sets forth before purchase You can "spin" it however you want to but those are the facts of this situation [redacted]
After again reviewing Revdex.com complaint number [redacted] unfortunately, we are unable to completely change the resolution offered to the customerAs the policy change that has directly caused this issue was enacted by [redacted] and not Raise, unfortunately that is outside of our controlThe customer initially contacted Raise regarding this issue outside of the 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 $in Raise Rewards credit as recompense for this order, as we are unable to refund the gift card in fullThe credit is now available in the customer’s Raise account, and will automatically apply to the next purchase on RaiseWe hope that the customer will find this an acceptable resolution and look forward to better serving him again in the future
After reviewing the rejection to BBB complaint number [redacted] we want to continue to offer assistance to the customer.While a dispute is a lengthy process, we are happy to keep a line of communication open with the customer until this issue has been resolved. A 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 Revdex.com complaint number [redacted] , we were able to review the customer’s experience and would be happy to further clarify the situation.On March 10, the customer attempted to purchase multiple [redacted] Pharmacy gift cards from Raise.comThe customer contacted Raise.com and expressed to the supporting agent that there were cards being purchased from his cart before he could check outThe supporting agent informed the customer as a live member to member marketplace with fluctuating inventory and prices, this scenario was possible as cards are currently not locked into a customer’s cart when they are addedThe call was then escalated to a supervisor, who reiterated the same information to the customerThe supervisor also informed the customer that he would reach out to our Engineering Team in hopes of having a feature in which the cart is locked for a certain length of time implemented soonIn addition, the supervisor assisted the customer in finding similar valued cards so the customer could complete their purchaseUnfortunately, those cards were also purchased before the customer could complete the checkout processAt this time, Raise does not have the capability to automatically replace any cards that are purchased before the customer has a chance to complete checkout due to the constantly fluctuating inventory.Raise.com does not deploy any type of bait and switch advertisingAll gift cards that are listed on Raise are currently sold on a first come, first serve basisAs [redacted] Pharmacy is a popular brand, higher discounted gift cards may sell out quicklyRaise.com also has a feature called “Brand Alerts” in which an email is sent informing any customer who has both a specific brand at a certain percentage off setThis is all determined by the customer’s preferenceThe higher discounted cards will sell out within minutes of being posted because of this.We understand completely how this leads to a poor checkout experience and overall member experienceIt is our goal to provide the best possible experience as possible and a timed checkout is something that is currently being tested and we hope to have this available in the newest version of the mobile appUltimately, we hope to have this implemented via the website as wellWe would like to sincerely apologize to the customer for any inconvenience and frustration that this order experience has causedWe hope to better serve the customer in the near future with these new feature implementations and we would like to consider this issue resolved at this timeAny follow up emails can be sent to [redacted] and we’d be happy to answer any further comments
Complaint: [redacted] I am rejecting this response because: This still doesn't solve the issue- I understand that I have to wait for you to issue a new check (which I'm guessing was never actually issued since there is no tracking number or check number available) This also seems to be a practice that has continually been done by Raise as there are many complaints about this very thing throughout Revdex.com and [redacted] reviews Sincerely, [redacted] ***
After receiving Revdex.com complaint number [redacted] , we have found that this issue has been resolved by a Raise Member Services agent.On November 28, 2015, the customer placed an order for a [redacted] physical gift card with a value of $ The total charged to the customer’s credit card was $ Sellers of physical cards are allowed three business days to ship a card, and the buyer should receive physical cards delivered by [redacted] within business days Should a gift card’s tracking number show information that it has been scanned into the [redacted] mailstream, we allow days before considering a gift card lost in the mail.The customer first contacted Raise Member Services on December to inform our team that he had not received his [redacted] gift card The handling agent was able to confirm that the tracking information had not updated, and in accordance with the day policy, we were able to refund the purchase price of this order.On January 20, 2015, the customer was refunded $and offered a $promotional code for the inconvenience caused by this card that had been lost in the mail We understand that it is unacceptable to not provide the customer with an update and/or refund for much longer than stated We sincerely apologize for the delay in resolution, as well as the shipping issue Overall, we feel that this issue has been resolved and we hope to serve the customer again in the future
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10967828, and find that this resolution is satisfactory to me Sincerely, Kelvin **
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10973489, and find that this resolution is satisfactory to me Sincerely, David [redacted]
After receiving Mr**'s complaint, we were able to further review his order and the Whole Foods gift card in question Mr [redacted] attempted to call our Member Services department on November 24, and requested a call back as his place in the phone queue was heldDue to a high volume of calls this day, the amount of time it took for a call back took longer than on a typical dayMr [redacted] did receive a call back from an agent who was then able to assist him with his gift cardThe Whole Foods gift card from order [redacted] was determined to have been closed by the merchant and therefore refundedThe $refund was processed and applied to Mr**'s original payment source on 11/ Overall we are pleased to have been able to assist Mr [redacted] with his issue and appreciate his patience
After receiving and reviewing Revdex.com complaint number [redacted] , and the corresponding order number, it appears that the current resolution is warranted.On February 2, the customer purchased three [redacted] gift cards from Raise.comThe customer reached out to Raise Member Services on June 3, and expressed that two of the three gift cards had not worked as expectedThe Member Services agent explained to the customer that the order fell outside of the Raise Guarantee and no further action could be taken on the order.The customer later spoke with a supervisor on the Member Services Team who also explained that the order fell outside of the Day Money-Back GuaranteeDuring the same phone call, the customer was offered $in Raise Rewards credit as recompense, as the order could not be refunded outside of the policy.While there is no expiration on the gift cards, the Raise Guarantee does only guarantee a refund for the purchase price for the first days after the date of purchaseFor this reason, we are unable to provide further assistance on the orderThe $offered by the Member Services supervisor is in the customer’s account to be used on a future purchase of the customer’s choice.We would like to sincerely apologize for any inconvenience that this may have caused and look forward to serving the customer again in the future
After receiving and further reviewing Revdex.com complaint number [redacted] , we are pleased that the resolution is satisfactory and would like to address the concerns the customer presentedBased on the information from our Trust & Safety team, the [redacted] gift card had a unique set of numbers, which indicated that it was indeed an older cardRaise suggested to the customer to relist the gift card as we believed there was the possibility of a redemption issue at that specific locationRaise would never suggest that option to a member if the gift card was inactive or showed an inaccurate balanceIn this particular case, if the member were to relist, we would be happy to issue Raise Rewards to help offset the commission As mentioned, the Raise Guarantee protects the customer’s purchase price if a card is showing as inactive, or an inaccurate balanceAs that was not the case in this instance, we were unable to resolve the situation at the first point of contact, but after further review, we were able to provide the customer with the desired resolutionWe feel that this issue has been resolved in accordance with the Raise Guarantee and apologize for any inconvenienceWe would be happy to address any further questions from the customer via email
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the customer has received the requested resolutionOn May 13, the customer made a purchase on Raise.com for a [redacted] (In Store Only) gift card with a value of $and a purchase price of $269.50.The customer contacted Raise Member Services on June 24, and expressed to the serving agent that the gift card did not work as intendedA portion was utilized and the other portion was frozen on the gift card according to the customerAt this time the order was escalated to the Gift Card Support Team due to the confusion with the balance that had been utilizedAs of July 8, the customer was refunded for the amount of the card that was unable to be redeemedWe apologize for the length of time that it took for this issue to be resolved and are working to improve response and resolution times ac [redacted] the board.We are happy to have been able to resolve this for the customer and look forward to serving them again in the future
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]