We have received complaint number [redacted] and reviewed the order in question Each customer complaint is taken seriously and we want to assure the customer that the problem brought to our attention has been addressedThe customer placed an order on Raise.com for a [redacted] physical gift card on December 2, The value of this card was $for which the customer paid $ A $credit was redeemed, charging $to the customer’s credit card This card would be shipped from the seller and expected to be received within business days Raise Member Services was notified via email on January 1, that the customer has not received her gift card Regrettably, an agent was not able to update the customer with a resolution until January 15, We sincerely apologize that the customer did not receive her gift card, and that she was not contacted in a timely manner After reviewing the [redacted] tracking information provided with this order, we were able to determine a shipping issue that prevented the seller from sending this card within the specified timeframe Because the Raise Day Guarantee covers instances of “Gift cards not received within days from the date of purchase,” we have issued a credit of $to the customer’s Raise account, and her credit card has been refunded $The company aims to consistently deliver a professional and timely service to our customers and I would like to state that on this occasion the level of service received was unacceptable Raise is actively working to improve service levels and feedback has proved to be invaluable We would like to consider this issue resolved at this time and hope that the customer finds a refund and credit a suitable resolution We hope to provide her with exceptional service 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 meThanks for your help Sincerely, [redacted] ***
After receiving Revdex.com complaint number [redacted] , we were able to review the order in question.On November 01, 2015, the customer placed an order on Raise.com for twenty [redacted] eGift cardsThe three gift cards that the customer inquired about were all purchased with a value of $at a purchase price of $For the entire order the customer paid a purchase price of $which was paid for by credit card.The customer contacted Raise Member Services via phone on February 6, and notified the serving agent that he was having trouble with three of the eGift cards in the orderThe customer was reached out to again by the serving agent and it was requested that he send in images of the error messages, which the customer did quickly, and for that we are very appreciativeDue to the volume of the inquiry the order was then sent to be reviewed by the Gift Card Support Team.Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry currently has not been resolvedThe customer did however issue a dispute on this order as of March 3, Because a dispute was filed, going forward the inquiry will be resolved between the customer’s credit card company and our payment processor We sincerely apologize for the delay that the customer has experienced and look forward to serving him again in the future
After again reviewing Revdex.com complaint number [redacted] and the corresponding order number, we are, unfortunately, unable to offer the customer a different resolutionThe Day Money-Back Guarantee is in place to protect customer’s purchases, but much like a warranty, that is a strict time frame so we do encourage customers to use the gift cards within that first day period from the date of purchaseAs stated in the Raise Guarantee, requests regarding orders outside of days are not honoredWhile we understand that the gift card did have an issue, and the customer is not just looking to return a product, as Raise was not contacted within the guarantee period, we are unable to honor the request.The day period for this customer would have ended as of January 15, Had the customer contacted Raise regarding the issue on or before that date, we would have been able to look into this and provide further assistanceAs the Raise Guarantee has ended, we are unable to provide further action on the order.For the inconvenience in this we would like to sincerely apologize
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 Revdex.com complaint number [redacted] , we were able to review the complaint and the orders it referencesThe customer purchased three [redacted] gift cards on December 13, across two different orders on Raise.com [redacted] had a policy change in early January regarding the way that they accept eGift vouchers for gift card redemptionThe cards in this customer’s orders were all affected by this change When notified about this change, Raise attempted to have sellers send the physical versions of these gift cards to the customers affected so they would still be able to utilize their savingsUnfortunately, not all of the sellers were able to send out the physical cards and some buyers were unable to redeem the gift cards the way they had intendedIn this specific case, the customer contacted Raise Member Services on January 18, and notified the serving agent that the gift cards would not work and that there was probably a full balance on them allAt that time, the serving agent reached out to the sellers to make sure that the gift cards could be sent to the customerWhen the sellers could not confirm shipment on the gift cards, the orders were escalated to the Gift Card Support Team for further review, for a resolution, due to the high value of the ordersRegrettably, the Gift Card Support Team was unable to respond in a timely manner and the customer filed a dispute on the ordersRaise is unable to refund a purchase when a dispute has been filed, so we did have to wait until the dispute had been removed before a refund can be completed for the customer During review by the Gift Card Support Team they were able to determine that the customer had been able to use some of the gift card in the voucher format before the policy change occurred, so a refund was processed for what was not used by the customer in voucher format We understand that this an absolutely unacceptable time frame for a customer to wait and are working to improve response time for the Gift Card Support TeamIt is always our mission to learn from every customer experience and use it to improve the way our marketplace works We would like to extend our deepest apologies for the inconvenience that this customer faced with these orders and would like to consider the issue resolved at this timeWe look forward to better serving them again in the future
Initial Business Response / [redacted] (1000, 6, 2015/10/02) */ Dear Mr [redacted] , I was able to further review your case and your Raise orderWe were sorry to hear that you were unhappy about your experience with Raise I understand that your Denny's card was not delivered in a timely fashion and so you contacted Member Services for more informationYour order was placed on 9/5/and our Shipping Policy states that you should receive your gift card by mail in 3-business days We received your first inquiry on 9/12, seven days after you placed your orderOne of our agents informed you of our shipping policy and that we would refund you if there is no tracking after fourteen daysUnfortunately we cannot issue a refund until those fourteen days have passed, per our policy We were able to make an exception to this policy for you and issue a refund after only twelve daysA refund confirmation was sent to you on 9/when the refund was fully released by RaiseThis refund was applied to your original form of payment Overall, I am glad we were able to resolve this for youI apologize for the inconvenience, but we would be happy to serve you again in the future Kindest regards, Serena Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/10/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) NOT HAPPY WITH THE WAY RAISE CONDUCTS THEIR BUSINESS?
Complaint: [redacted] I am rejecting this response because:The response from the business was not acceptable and many consumers could suffer similar damages from their business model Actually, a review on the internet had indicated that many people were already complaining about their losses to this identical problem I'm not sure why Revdex.com or a consumer protection group could not do anything to shut down their business for future consumer protection.They should have advised the consumers that their products are only good for days Beyond this time limit, the card could become invalid This will give protection to the customers A gift card without an expiration date is a claim from the Raise As a consumer I don't think I dare to buy anything from them again Regards, Sincerely, [redacted] ***
We were able to further review Revdex.com case [redacted] as well as locate the order in question id="docs-internal-guid-f899a164-c26d-43ed-f42a-9a0c9abc54c6">We were made aware of an unauthorized charge on January 30, The payment used in this transaction was a prepaid [redacted] gift card, which was charged $ Unfortunately, as this is an issue with the [redacted] gift card itself, the customer will need to file a dispute with [redacted] and Raise will be more than happy to work with their fraud team to get this resolvedWe apologize for the inconvenience
After receiving Revdex.com complaint number [redacted] we were able to review the order in question On November 12, 2016, (Raise Order Number [redacted] ) the customer placed an order for Apple gift cards each with a value of $ The customer contacted Raise via live chat on November 21, stating that there were three cards in this order that were not working properly, as well as four other cards in a separate order placed on November 11, (Raise Order Number [redacted] ) The serving agent then requested a screenshot of the error message the customer was receiving when attempting to redeem these cardsAs Raise was able to verify the full active balance on all cards, we needed correspondence from the brand as to why the cards were not working properlyThe customer sent a screenshot of the canceled order from Apple on November 23, Unfortunately, based on this screenshot, we were unable to determine that the cards were the issue as to why the order was canceledRaise reached back out via email on November 28, asking for more information from the brand as well as an additional screenshot showing that the cards were the issue with the orderThe reasoning for this was, as stated under the Delivery & Redemption details for Apple gift cards on Raise, only eight gift cards may be used per orderBy purchasing through Raise, the customer agrees to Raise’s Terms and Conditions, and by redeeming the cards through Apple, the customer agrees to that brand’s Terms & Conditions as wellWe are more than happy to continue working with the customer in resolving this issue and look forward to hearing back from them with the appropriate informationWe are happy to answer any further questions that the customer may have via email.Tell us why here
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order numbers, it appears that the current resolution is warrantedThe customer placed an order on Raise.com for a [redacted] gift card with a value of $and purchase price of $on September 30, Another purchase was made by the customer on Raise.com for a [redacted] gift card with a value of $and purchase price of $On May 18, the customer contacted Raise Member Services and expressed to the serving agent that the [redacted] gift card was not working and he had been unable to use it for the full balanceAt that time the serving agent explained to the customer that the order fell outside of the Day Money-Back Guarantee and a refund would not be provided for the order The customer contacted Raise Member Services again on May 19, and expressed that the [redacted] gift card was only used for $and no longer had the balance availableIn this instance the customer was also notified that the order would not be refunded as the purchase date fell outside of the Raise GuaranteeThe Raise Guarantee is in place to protect the customer’s purchase price for the first days from the date of purchaseAny kind of discrepancy brought to the attention of Raise within that time frame will be absolutely resolved for the customer In this specific situation, the customer contacted Raise well outside of the Raise Guarantee period, and for that reason, not further action can be taken on either of the ordersWe would like to apologize for any inconvenience and consider the issue resolved at this time
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warrantedOn January 19, the customer purchased a [redacted] (In Store Only) gift card from Raise.com with a value of $and purchase price of $The customer then contacted Raise Member Services on May 19, and expressed to the serving agent that the card had the incorrect balance when it was redeemed in storeThe serving agent requested that the customer return the gift card to Raise in the case that we would be able to offer further assistance once the card arrived in the office Due the the length of time that had passed since the Raise Guarantee had lapsed for this order, further action could not be provided on the orderWhile 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 particular order, the Raise Guarantee had lapsed as of April 28, This date falls nearly a month before the customer contacted Raise, but the serving agent offered further review on the gift card in the case that we were able to take further actionRegrettably, we were not We would, however, like to offer the customer a Raise credit of $to be used toward a future purchase, as recompense for this issueThe $is now available in the customer’s Raise account to use toward a future purchaseThe credit will automatically apply and no promotional code is necessary to make the purchaseWe would like to sincerely apologize for any inconvenience this has caused for the customer and look forward to serving him again in the future
After receiving and reviewing BBB complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On August 24, 2015 the customer purchased three [redacted] (In Store Only) gift cards from Raise.com. These gift cards had varying values and purchase... prices with a total purchase price of $481.76. The customer contacted Raise Member Services on March 11, 2016 and expressed that the gift cards would not be accepted in store. A Member Services agent responded on March 13, 2016 and explained the [redacted] policy change. As the order already fell outside of the 100 Day Money-Back Guarantee, the agent was unable to offer any further action to assist the customer. While there is no expiration on the gift cards, the Raise Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase. This order fell outside of the Raise Guarantee as of December 2, 2015. The [redacted] policy changed as of early 2016. This being the case, this order was already outside of the Raise Guarantee when the policy was changed. For this reason, we are, unfortunately, unable to offer the customer a refund or replacement for the order. We would like to sincerely apologize for any inconvenience this has caused and look forward to better serving this customer again in the future.
Complaint: [redacted] I am rejecting this response because: as of 3/4/ 6:19pm, the credit has not posted to my credit card account Sincerely, [redacted]
After receiving BBB complaint number [redacted] , we were able to review the order and offer a solution to the customer.Between December 12, 2014 and March 4, 2015, the customer purchased 4 Bloomingdale’s gift cards totaling $350 in value. These 4 cards spanned across 4 Raise Order Numbers ( [redacted] ... [redacted] . The total purchase price of all 4 orders combined was $293.40.The customer contacted Raise on April 21, 2017, stating that all 4 cards were showing up as invalid. As all 4 orders fell outside of our 1 Year Money-Back Guarantee, the supporting agent informed the customer that, unfortunately, we would not be able to refund the purchase price. This call was then escalated to a supervisor who relayed the same information to the customer. As an extension of our apology, and for the time that has passed since this order was placed, the supervisor also provided the customer with $50 in Raise Rewards that was immediately added to the customer’s Raise account. Our 1 Year Money-Back Guarantee is in place to protect the purchase price of any card purchased from Raise for a full 365 days from the purchase date. We are unable to provide a refund for any cards that are passed that time-frame. While there is also no expiration date on the gift cards, The Raise Guarantee does only guarantee a refund for the purchase price for up to 1 year.In addition, our 1 Year Money-Back Guarantee can be found in numerous areas throughout the checkout process such as at the middle of our main homepage (www.raise.com), right above the “Review and Checkout” button before proceeding to your cart, at the right hand side before actually completing the purchase, at the bottom of both the card delivery email, and the order receipt email. While we appreciate the customer’s business, we are unfortunately unable to provide a refund for these 4 orders due to the amount of time that has passed since they were placed. The $50 in Raise Rewards will automatically apply at checkout and we hope the customer will give us another chance to make things right. We will continue to ensure that Raise policy is adhered to and properly communicated. We feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience. Any follow up questions can be sent to [redacted] .
Terrible customer service I purchased a fraudulent card on here and after min on the phone with the card services determined what happened I then called Raise to get a refund and they told me to business days The account that u used the card on was now past due and charging me finesThere was no willingness to expedite the process and I was obviously being lied to by one of the Leads, Cooper ***
After reviewing Revdex.com complaint number [redacted] for a third time, we are still unable to provide the customer with a different resolution per the Raise Guarantee.Gift cards sold on the Raise Marketplace do not expireWhile this is true, the Raise Guarantee, through which we cover any issues that may arise with the gift card, does lapse after days from the purchase date We do understand that there is confusion here for some Raise members and are currently making changes to clarify this user facing information.The Raise Guarantee is in place to protect the buyer’s purchase for the first days after the purchase dateThis is the reason that we do encourage customers to utilize the gift card within the first days from the purchase date - in the case that any issue does arise, we are able to fully cover the purchase priceWe do have a Seller Support Team in the office that deals directly with all seller issuesWhile there is a similar day time frame regarding sellers, after that time frame they are still subject to fees as well as potential removal from the marketplace after research has been done regarding any orders that have had issuesAs a member to member marketplace, at this time, Raise is also a seller anonymous marketplaceWhen buyers and sellers alike agree to the Raise terms and conditions, they agree to sellers being kept anonymous through the marketplaceAs this is an agreement made through the Raise terms and conditions, we are unable to give out the personal information of a seller to a buyerWe would also like to offer the customer a $Raise Rewards credit to use toward a future purchaseAs the order is so far outside of the Raise Guarantee, we will be unable to provide a refund or replacement card, but we do hope that the customer will accept this creditThe credit will be placed into the customer’s account and will automatically apply to the next purchase made through RaiseAt this time we would again like to apologize to the customer for this inconvenience and look forward to serving them again in the future
After again reviewing Revdex.com complaint number [redacted] we are, unfortunately, unable to provide the customer with a different resolution.The Raise Guarantee is in place to protect the purchase price on all orders for the first days from the date of purchaseOutside of the day time frame, refund and review requests received will not be honored, per the Raise GuaranteeOur Seller Support team is notified of any continued issues with a particular seller to take any necessary actionThe guarantee period for this order lapsed as of March 16, Had the customer contacted un on or before this date, Raise would have been able to fully cover the purchaseAs the request came in after this strict time frame, no further action could be taken on the orderWe would like to again apologize for any inconvenience and would like to consider the issue resolved at this time
After receiving and further reviewing Revdex.com complaint number [redacted] , we are, unfortunately, unable to offer the customer a different resolution at this time.As mentioned in the initial response, all refunds are processed back to the original payment methodAfter taking a closer look at the refund through our payment processor, the refund was processed on March 16, When a refund is processed, it can take anywhere from 3-business days for the funds to appear back on the customer’s original payment method.Our Voice of Customer team reached out to the customer via email on March 20, to discuss this situation and to provide the customer with further information about this refund, and where the funds may have goneIf the customer’s card number has changed, but the account is still active, the funds will automatically reroute to the customer’s bank accountThe refund is processed back to the account, not the actual card numberIf that account is completely closed, the funds will either bounce back to Raise (typically within days), or the customer may need to contact their bank in order to help locate those funds.At this time, we would like to consider this issue resolved due to the refund being processedHowever, we would like to maintain open communication with the member in order to verify that the funds were successfully receivedWe will be reaching out to our payment processor as well to confirm that the refund went throughIf the funds are bounced, then we are more than happy to provide the customer with a check refundWe would like to once more apologize to the customer for the delay in receiving this refund, as well as the troubles in actually receiving the refundOur Voice of Customer team has followed up with the customer via email on March 23, Any further questions or concerns can be answered by responding to that email
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, Donald ***
We have received complaint number [redacted] and reviewed the order in question Each customer complaint is taken seriously and we want to assure the customer that the problem brought to our attention has been addressedThe customer placed an order on Raise.com for a [redacted] physical gift card on December 2, The value of this card was $for which the customer paid $ A $credit was redeemed, charging $to the customer’s credit card This card would be shipped from the seller and expected to be received within business days Raise Member Services was notified via email on January 1, that the customer has not received her gift card Regrettably, an agent was not able to update the customer with a resolution until January 15, We sincerely apologize that the customer did not receive her gift card, and that she was not contacted in a timely manner After reviewing the [redacted] tracking information provided with this order, we were able to determine a shipping issue that prevented the seller from sending this card within the specified timeframe Because the Raise Day Guarantee covers instances of “Gift cards not received within days from the date of purchase,” we have issued a credit of $to the customer’s Raise account, and her credit card has been refunded $The company aims to consistently deliver a professional and timely service to our customers and I would like to state that on this occasion the level of service received was unacceptable Raise is actively working to improve service levels and feedback has proved to be invaluable We would like to consider this issue resolved at this time and hope that the customer finds a refund and credit a suitable resolution We hope to provide her with exceptional service 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 meThanks for your help Sincerely, [redacted] ***
After receiving Revdex.com complaint number [redacted] , we were able to review the order in question.On November 01, 2015, the customer placed an order on Raise.com for twenty [redacted] eGift cardsThe three gift cards that the customer inquired about were all purchased with a value of $at a purchase price of $For the entire order the customer paid a purchase price of $which was paid for by credit card.The customer contacted Raise Member Services via phone on February 6, and notified the serving agent that he was having trouble with three of the eGift cards in the orderThe customer was reached out to again by the serving agent and it was requested that he send in images of the error messages, which the customer did quickly, and for that we are very appreciativeDue to the volume of the inquiry the order was then sent to be reviewed by the Gift Card Support Team.Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry currently has not been resolvedThe customer did however issue a dispute on this order as of March 3, Because a dispute was filed, going forward the inquiry will be resolved between the customer’s credit card company and our payment processor We sincerely apologize for the delay that the customer has experienced and look forward to serving him again in the future
After again reviewing Revdex.com complaint number [redacted] and the corresponding order number, we are, unfortunately, unable to offer the customer a different resolutionThe Day Money-Back Guarantee is in place to protect customer’s purchases, but much like a warranty, that is a strict time frame so we do encourage customers to use the gift cards within that first day period from the date of purchaseAs stated in the Raise Guarantee, requests regarding orders outside of days are not honoredWhile we understand that the gift card did have an issue, and the customer is not just looking to return a product, as Raise was not contacted within the guarantee period, we are unable to honor the request.The day period for this customer would have ended as of January 15, Had the customer contacted Raise regarding the issue on or before that date, we would have been able to look into this and provide further assistanceAs the Raise Guarantee has ended, we are unable to provide further action on the order.For the inconvenience in this we would like to sincerely apologize
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 Revdex.com complaint number [redacted] , we were able to review the complaint and the orders it referencesThe customer purchased three [redacted] gift cards on December 13, across two different orders on Raise.com [redacted] had a policy change in early January regarding the way that they accept eGift vouchers for gift card redemptionThe cards in this customer’s orders were all affected by this change When notified about this change, Raise attempted to have sellers send the physical versions of these gift cards to the customers affected so they would still be able to utilize their savingsUnfortunately, not all of the sellers were able to send out the physical cards and some buyers were unable to redeem the gift cards the way they had intendedIn this specific case, the customer contacted Raise Member Services on January 18, and notified the serving agent that the gift cards would not work and that there was probably a full balance on them allAt that time, the serving agent reached out to the sellers to make sure that the gift cards could be sent to the customerWhen the sellers could not confirm shipment on the gift cards, the orders were escalated to the Gift Card Support Team for further review, for a resolution, due to the high value of the ordersRegrettably, the Gift Card Support Team was unable to respond in a timely manner and the customer filed a dispute on the ordersRaise is unable to refund a purchase when a dispute has been filed, so we did have to wait until the dispute had been removed before a refund can be completed for the customer During review by the Gift Card Support Team they were able to determine that the customer had been able to use some of the gift card in the voucher format before the policy change occurred, so a refund was processed for what was not used by the customer in voucher format We understand that this an absolutely unacceptable time frame for a customer to wait and are working to improve response time for the Gift Card Support TeamIt is always our mission to learn from every customer experience and use it to improve the way our marketplace works We would like to extend our deepest apologies for the inconvenience that this customer faced with these orders and would like to consider the issue resolved at this timeWe look forward to better serving them again in the future
Initial Business Response / [redacted] (1000, 6, 2015/10/02) */ Dear Mr [redacted] , I was able to further review your case and your Raise orderWe were sorry to hear that you were unhappy about your experience with Raise I understand that your Denny's card was not delivered in a timely fashion and so you contacted Member Services for more informationYour order was placed on 9/5/and our Shipping Policy states that you should receive your gift card by mail in 3-business days We received your first inquiry on 9/12, seven days after you placed your orderOne of our agents informed you of our shipping policy and that we would refund you if there is no tracking after fourteen daysUnfortunately we cannot issue a refund until those fourteen days have passed, per our policy We were able to make an exception to this policy for you and issue a refund after only twelve daysA refund confirmation was sent to you on 9/when the refund was fully released by RaiseThis refund was applied to your original form of payment Overall, I am glad we were able to resolve this for youI apologize for the inconvenience, but we would be happy to serve you again in the future Kindest regards, Serena Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/10/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) NOT HAPPY WITH THE WAY RAISE CONDUCTS THEIR BUSINESS?
Complaint: [redacted] I am rejecting this response because:The response from the business was not acceptable and many consumers could suffer similar damages from their business model Actually, a review on the internet had indicated that many people were already complaining about their losses to this identical problem I'm not sure why Revdex.com or a consumer protection group could not do anything to shut down their business for future consumer protection.They should have advised the consumers that their products are only good for days Beyond this time limit, the card could become invalid This will give protection to the customers A gift card without an expiration date is a claim from the Raise As a consumer I don't think I dare to buy anything from them again Regards, Sincerely, [redacted] ***
We were able to further review Revdex.com case [redacted] as well as locate the order in question id="docs-internal-guid-f899a164-c26d-43ed-f42a-9a0c9abc54c6">We were made aware of an unauthorized charge on January 30, The payment used in this transaction was a prepaid [redacted] gift card, which was charged $ Unfortunately, as this is an issue with the [redacted] gift card itself, the customer will need to file a dispute with [redacted] and Raise will be more than happy to work with their fraud team to get this resolvedWe apologize for the inconvenience
After receiving Revdex.com complaint number [redacted] we were able to review the order in question On November 12, 2016, (Raise Order Number [redacted] ) the customer placed an order for Apple gift cards each with a value of $ The customer contacted Raise via live chat on November 21, stating that there were three cards in this order that were not working properly, as well as four other cards in a separate order placed on November 11, (Raise Order Number [redacted] ) The serving agent then requested a screenshot of the error message the customer was receiving when attempting to redeem these cardsAs Raise was able to verify the full active balance on all cards, we needed correspondence from the brand as to why the cards were not working properlyThe customer sent a screenshot of the canceled order from Apple on November 23, Unfortunately, based on this screenshot, we were unable to determine that the cards were the issue as to why the order was canceledRaise reached back out via email on November 28, asking for more information from the brand as well as an additional screenshot showing that the cards were the issue with the orderThe reasoning for this was, as stated under the Delivery & Redemption details for Apple gift cards on Raise, only eight gift cards may be used per orderBy purchasing through Raise, the customer agrees to Raise’s Terms and Conditions, and by redeeming the cards through Apple, the customer agrees to that brand’s Terms & Conditions as wellWe are more than happy to continue working with the customer in resolving this issue and look forward to hearing back from them with the appropriate informationWe are happy to answer any further questions that the customer may have via email.Tell us why here
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order numbers, it appears that the current resolution is warrantedThe customer placed an order on Raise.com for a [redacted] gift card with a value of $and purchase price of $on September 30, Another purchase was made by the customer on Raise.com for a [redacted] gift card with a value of $and purchase price of $On May 18, the customer contacted Raise Member Services and expressed to the serving agent that the [redacted] gift card was not working and he had been unable to use it for the full balanceAt that time the serving agent explained to the customer that the order fell outside of the Day Money-Back Guarantee and a refund would not be provided for the order The customer contacted Raise Member Services again on May 19, and expressed that the [redacted] gift card was only used for $and no longer had the balance availableIn this instance the customer was also notified that the order would not be refunded as the purchase date fell outside of the Raise GuaranteeThe Raise Guarantee is in place to protect the customer’s purchase price for the first days from the date of purchaseAny kind of discrepancy brought to the attention of Raise within that time frame will be absolutely resolved for the customer In this specific situation, the customer contacted Raise well outside of the Raise Guarantee period, and for that reason, not further action can be taken on either of the ordersWe would like to apologize for any inconvenience and consider the issue resolved at this time
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warrantedOn January 19, the customer purchased a [redacted] (In Store Only) gift card from Raise.com with a value of $and purchase price of $The customer then contacted Raise Member Services on May 19, and expressed to the serving agent that the card had the incorrect balance when it was redeemed in storeThe serving agent requested that the customer return the gift card to Raise in the case that we would be able to offer further assistance once the card arrived in the office Due the the length of time that had passed since the Raise Guarantee had lapsed for this order, further action could not be provided on the orderWhile 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 particular order, the Raise Guarantee had lapsed as of April 28, This date falls nearly a month before the customer contacted Raise, but the serving agent offered further review on the gift card in the case that we were able to take further actionRegrettably, we were not We would, however, like to offer the customer a Raise credit of $to be used toward a future purchase, as recompense for this issueThe $is now available in the customer’s Raise account to use toward a future purchaseThe credit will automatically apply and no promotional code is necessary to make the purchaseWe would like to sincerely apologize for any inconvenience this has caused for the customer and look forward to serving him again in the future
After receiving and reviewing BBB complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On August 24, 2015 the customer purchased three [redacted] (In Store Only) gift cards from Raise.com. These gift cards had varying values and purchase... prices with a total purchase price of $481.76. The customer contacted Raise Member Services on March 11, 2016 and expressed that the gift cards would not be accepted in store. A Member Services agent responded on March 13, 2016 and explained the [redacted] policy change. As the order already fell outside of the 100 Day Money-Back Guarantee, the agent was unable to offer any further action to assist the customer. While there is no expiration on the gift cards, the Raise Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase. This order fell outside of the Raise Guarantee as of December 2, 2015. The [redacted] policy changed as of early 2016. This being the case, this order was already outside of the Raise Guarantee when the policy was changed. For this reason, we are, unfortunately, unable to offer the customer a refund or replacement for the order. We would like to sincerely apologize for any inconvenience this has caused and look forward to better serving this customer again in the future.
Complaint: [redacted] I am rejecting this response because: as of 3/4/ 6:19pm, the credit has not posted to my credit card account Sincerely, [redacted]
After receiving BBB complaint number [redacted] , we were able to review the order and offer a solution to the customer.Between December 12, 2014 and March 4, 2015, the customer purchased 4 Bloomingdale’s gift cards totaling $350 in value. These 4 cards spanned across 4 Raise Order Numbers ( [redacted] ... [redacted] . The total purchase price of all 4 orders combined was $293.40.The customer contacted Raise on April 21, 2017, stating that all 4 cards were showing up as invalid. As all 4 orders fell outside of our 1 Year Money-Back Guarantee, the supporting agent informed the customer that, unfortunately, we would not be able to refund the purchase price. This call was then escalated to a supervisor who relayed the same information to the customer. As an extension of our apology, and for the time that has passed since this order was placed, the supervisor also provided the customer with $50 in Raise Rewards that was immediately added to the customer’s Raise account. Our 1 Year Money-Back Guarantee is in place to protect the purchase price of any card purchased from Raise for a full 365 days from the purchase date. We are unable to provide a refund for any cards that are passed that time-frame. While there is also no expiration date on the gift cards, The Raise Guarantee does only guarantee a refund for the purchase price for up to 1 year.In addition, our 1 Year Money-Back Guarantee can be found in numerous areas throughout the checkout process such as at the middle of our main homepage (www.raise.com), right above the “Review and Checkout” button before proceeding to your cart, at the right hand side before actually completing the purchase, at the bottom of both the card delivery email, and the order receipt email. While we appreciate the customer’s business, we are unfortunately unable to provide a refund for these 4 orders due to the amount of time that has passed since they were placed. The $50 in Raise Rewards will automatically apply at checkout and we hope the customer will give us another chance to make things right. We will continue to ensure that Raise policy is adhered to and properly communicated. We feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience. Any follow up questions can be sent to [redacted] .
Terrible customer service I purchased a fraudulent card on here and after min on the phone with the card services determined what happened I then called Raise to get a refund and they told me to business days The account that u used the card on was now past due and charging me finesThere was no willingness to expedite the process and I was obviously being lied to by one of the Leads, Cooper ***
After reviewing Revdex.com complaint number [redacted] for a third time, we are still unable to provide the customer with a different resolution per the Raise Guarantee.Gift cards sold on the Raise Marketplace do not expireWhile this is true, the Raise Guarantee, through which we cover any issues that may arise with the gift card, does lapse after days from the purchase date We do understand that there is confusion here for some Raise members and are currently making changes to clarify this user facing information.The Raise Guarantee is in place to protect the buyer’s purchase for the first days after the purchase dateThis is the reason that we do encourage customers to utilize the gift card within the first days from the purchase date - in the case that any issue does arise, we are able to fully cover the purchase priceWe do have a Seller Support Team in the office that deals directly with all seller issuesWhile there is a similar day time frame regarding sellers, after that time frame they are still subject to fees as well as potential removal from the marketplace after research has been done regarding any orders that have had issuesAs a member to member marketplace, at this time, Raise is also a seller anonymous marketplaceWhen buyers and sellers alike agree to the Raise terms and conditions, they agree to sellers being kept anonymous through the marketplaceAs this is an agreement made through the Raise terms and conditions, we are unable to give out the personal information of a seller to a buyerWe would also like to offer the customer a $Raise Rewards credit to use toward a future purchaseAs the order is so far outside of the Raise Guarantee, we will be unable to provide a refund or replacement card, but we do hope that the customer will accept this creditThe credit will be placed into the customer’s account and will automatically apply to the next purchase made through RaiseAt this time we would again like to apologize to the customer for this inconvenience and look forward to serving them again in the future
After again reviewing Revdex.com complaint number [redacted] we are, unfortunately, unable to provide the customer with a different resolution.The Raise Guarantee is in place to protect the purchase price on all orders for the first days from the date of purchaseOutside of the day time frame, refund and review requests received will not be honored, per the Raise GuaranteeOur Seller Support team is notified of any continued issues with a particular seller to take any necessary actionThe guarantee period for this order lapsed as of March 16, Had the customer contacted un on or before this date, Raise would have been able to fully cover the purchaseAs the request came in after this strict time frame, no further action could be taken on the orderWe would like to again apologize for any inconvenience and would like to consider the issue resolved at this time
After receiving and further reviewing Revdex.com complaint number [redacted] , we are, unfortunately, unable to offer the customer a different resolution at this time.As mentioned in the initial response, all refunds are processed back to the original payment methodAfter taking a closer look at the refund through our payment processor, the refund was processed on March 16, When a refund is processed, it can take anywhere from 3-business days for the funds to appear back on the customer’s original payment method.Our Voice of Customer team reached out to the customer via email on March 20, to discuss this situation and to provide the customer with further information about this refund, and where the funds may have goneIf the customer’s card number has changed, but the account is still active, the funds will automatically reroute to the customer’s bank accountThe refund is processed back to the account, not the actual card numberIf that account is completely closed, the funds will either bounce back to Raise (typically within days), or the customer may need to contact their bank in order to help locate those funds.At this time, we would like to consider this issue resolved due to the refund being processedHowever, we would like to maintain open communication with the member in order to verify that the funds were successfully receivedWe will be reaching out to our payment processor as well to confirm that the refund went throughIf the funds are bounced, then we are more than happy to provide the customer with a check refundWe would like to once more apologize to the customer for the delay in receiving this refund, as well as the troubles in actually receiving the refundOur Voice of Customer team has followed up with the customer via email on March 23, Any further questions or concerns can be answered by responding to that email
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, Donald ***