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Raise Marketplace Inc

Phone: (888) 578-8422 Fax: (312) 929-4666 11 E Madison St Fl 4, Chicago, IL 60602 http://www.raise.com ! BBB Business Review on Raise Marketplace Inc is being Updated by BBB !


BBB Business Reviews may not be reproduced for sales or promotional purposes.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:

  • This business has no rating at this time because BBB file information is being reviewed and/or updated.




Additional Locations

  • 11 E Madison St Fl 4

    Chicago, IL 60602

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/31/2016 Problems with Product/Service
8/31/2016 Problems with Product/Service
8/31/2016 Problems with Product/Service
8/30/2016 Advertising/Sales Issues
8/30/2016 Problems with Product/Service
8/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a $200, a $25 and a $13.61 values gift card several months ago. I found there is no balance in the card when I used them. after that, I called the raise.com service number and they told me the guarantee duration is expired and won't help me to check the purchase history or the gift card information. I suspected someone who sold me the card or the raise officer swipe my card, but they don't help me to check it. Thank you. Fang

Desired Settlement: I hope Raise will refund all the card I didn't use. Thanks.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order numbers, it appears that the current resolution is warranted.


On December 7, 2015 the customer placed an order for a ********** ****** gift card with a value of $200.00 and a purchase price $164.00. The customer contacted Raise Member Services on July 28, 2016 and expressed to the serving agent that the gift card should have had a balance of $120.00 left but could no longer be redeemed. At the time, the serving agent informed the customer that the order fell outside of the Raise Guarantee and neither a refund nor replacement card could be offered. For this issue the customer was provided with a promotional code as well as a $10.00 Raise Rewards credit as recompense.


On January 28, 2016 the customer purchase a **** ****** eGift card through Raise with a value of $25.00 for a purchase price of $22.89. The customer did not contact Raise Member Services in regards to this order, so no further compensation was previously offered, though the order is outside of the Raise Guarantee meaning that we would not be able to offer a refund or replacement card for this purchase either.


The customer mentioned a third gift card in the complaint but did not mention an order number, so unfortunately, we are unable to address that gift card as we are unable to locate it.


While there is no expiration on the gift cards, the Raise Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase. That being said, we would like to offer the customer a one time courtesy Raise credit of $111.20 as this is the purchase price of the unused amount on the ********** ****** card as well as the **** ****** card, minus the $10.00 that was provided by our Member Services Team and has already been utilized on the member’s account.


We are happy to have been able to provide a resolution and look forward to serving the customer again in the future.

Consumer Response:
Better Business Bureau:

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

Sincerely,

**** ****

8/25/2016 Advertising/Sales Issues
8/23/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On July 16, 2016, I purchased a $50 ******** gift card through raise.com. Upon receiving the gift card in the mail, I went to use it for a transactions at a ******** restaurant and I was denied because there was NO funds thereon the card that I paid for! I called Raise.com and they refunded the amount I paid for the gift card. Then, on July 30, 2016, I placed another order through raise.com for a $100 ******** gift card and paid $79.77 for the gift card. I discovered that the $100 gift card I paid for had no funds thereon. Raise.com is selling bogus and fraudulent gift cards to me on two separate occasions! Fool me once, shame on you, fool me twice, shame on me. I am tired of being shamed by raise.com and going through attempt after attempt to get what I paid for and being embarrassed at the ******** restaurant and having to contact customer support over and over again. The customer should not have to go through such painstaking measures for something that should be easy, by buying a gift card and then spending the gift card. And now, I have to reach out for help, to get a resolve with my latest transaction...I SHOULD NOT HAVE TO GO THROUGH THESE MEASURES! Raise.com should do there due diligence and insure that what they are sending out is legitimate and is what the customer paid for...its a no-brainer!

Desired Settlement: I would like a refund of what I paid and the $5 promo that I used for the transaction, placed back into my account. I would like an explanation as to why Raise.com does NOT validate or verify funds on a gift card before sending it out to the customer. I would like to know what steps raise.com is going to take to insure that incidents like this does not happen again to customers.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the requested resolution has already been provided to the customer.


On July 30, 2016 the customer purchased a ******** physical gift card from Raise with a value of $100.00 for a purchase price of $84.77 for which the customer paid $79.77 after a promotional code had been applied. The customer emailed in to Raise on August 5, 2016 to which a Member Services agent respond on August 8, 2016 at which time a refund was applied for this order. Unfortunately, our email response time is approximately 72 hours at this time, something that we are working diligently to lessen.


As of August 8, 2016 the customer was fully refunded for the out of pocket purchase price of $79.77 and on August 9, 2016 the promotional code that the customer used was returned to the customer’s account in the form of Raise Rewards which will automatically apply to the customer’s next purchase. A new promotional code has also been provided to the customer as our way of apologizing for these issues.


We would like to assure the customer that all gift cards are verified at least twice before being processed into an order. They are first verified when entering the marketplace, and again before the order process is complete. As a member to member marketplace, the gift cards are coming from other members across the marketplace, and as there is the possibility that there could be an issue, Raise has a 100 Day Money-Back Guarantee to cover any issue that may arise in that time. We also have a Seller Support Team in the office that address the seller directly any time that a gift card is purchased that has an issue.


We are glad to have been able to resolve the issue for the customer and look forward to serving him again in the future.

Business Response:

After again reviewing BBB complaint number ********* the originally requested resolution has already been provided to the customer.


We understand that this has been a frustrating situation for the customer, and it never should have been that way. All physical gift cards are sent directly from the seller to the buyer, similar to other marketplace purchases. While the gift card numbers are confirmed multiple times before the transaction is completed, in these particular cases, the gift cards no longer had the full value when they reached the customer via USPS.


All sellers that have an issue, whether it be a balance issue or otherwise, have a review with the Seller Support Team. This team reviews the issue or issues at hand, and in some cases fees will apply and in others, sellers may be permanently banned from the website. We want to assure the customer that his purchase price is guaranteed by the 100 Day Money-Back Guarantee, and that the sellers of the two gift cards that he purchased will be, if they have not already been, dealt with by the Seller Support Team.


At this time, we would like to consider this issue resolved and are happy to have provided the customer with the requested resolution.

Consumer Response:
Better Business Bureau:

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

Sincerely,

****** *****

8/23/2016 Problems with Product/Service | Complaint Details Unavailable
8/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a gift card from raise.com for ****'s. At some point* ****** changed their gift card policy and would no longer accept digital gift cards. raise.com mailed a physical gift card for approximately $170. When I attempted to use the gift card at ******* it was denied. Recently we purchased another gift card for ***** ** ********* After 2 weeks, we attempted to use this gift card at ***** ** ********, again being denied. ***** ** ******** corporate claimed multiple gift cards were purchased using a stolen credit card, then sold through raise.com. When we called raise.com customer support they denied any responsibility. For ****** they accused us of using the digital gift card (we did not), and for ***** ** ******** they said the best they could offer was a $20 credit. raise.com's current business practices are allowing criminals to convert stolen credit cards into cash, and consumers are paying for it.

Desired Settlement: I am requesting a refund $170 for lost funds from the ****** gift card, and $80 for the ***** ** ******** gift card.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


On October 11, 2015 the customer purchased three ****** eGift/vouchers from Raise. Then the customer contacted Raise Member Services on August 5, 2016 and expressed to the serving agent that the gift card did not have a balance when they attempted to redeem it in store.


This purchase was initially delivered to the customer in the eGift/voucher format as, at the time of purchase, ****** was still accepting eGift/vouchers for purchases in store. In early 2016, ****** changed their policy and will no longer accept eGift/vouchers for merchandise credits, while they will still accept them for gift cards. As the member’s order was within the Raise Guarantee when this change was made, the physical gift card was sent from the seller to the buyer so that it could still be utilized. Not every physical gift card that was sent to the buyers still had a full balance, as some had already been utilized by the buyer in the eGift/Voucher format. These were also sent in the case that the customer needed to make a return on a purchase and the funds would be returned to that original card.


As the customer had the opportunity to utilize the eGift/voucher in its initial format, and contact was made to Raise regarding the issue outside of the Raise Guarantee period, unfortunately, we will be unable to provide the customer with a refund or replacement gift card for this card.


The second gift card the customer mentioned is a ***** ** ******** gift card that was purchased on December 4, 2015 from Raise. This gift card was a physical card delivered to the customer’s mailing address. The customer contacted Raise Member Services also regarding this gift card on August 5, 2016 and expressed to the serving agent that this gift card had not been used by them but was now showing a $0 balance.


The serving agent informed the member that, as the order fell outside of the 100 Day Money-Back Guarantee, no further assistance could be offered for the card. The Raise Guarantee is in place to protect every customer’s purchase price for the first 100 days from the purchase date, but much like a warranty, that is a strict time frame so we do encourage members to use the gift cards within that first 100 day period so that we are able to provide the best service possible in case an issue were to arise.


At this time a $50 Raise Rewards credit has been placed into the customer’s account as recompense as we are unable to provide a refund or replacement card outside of the Raise Guarantee. The credit will automatically apply to the customer’s next purchase and will be available to the customer within the next 24 hours.


At this time we would like to offer the customer our sincerest apologies for the inconvenience, and we look forward to serving them again in the future.

8/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Raise.com is an online gift card market place where sellers sell their gift cards for cash to buyers. The problem is that sellers often use or resell the gift card after the initial sales. Because gift card sellers still know the gift card number or have the physical plastic gift cards in hands, these sellers use or resell after the initial sales. Although Raise.com recognizes the issue, buyers are not appropriately protected from the vicious sellers. Raise.com does have 100 days money back guarantee and this makes their market place a heaven for the vicious sellers. Any unused gift cards or the gift cards with remaining balance turn into the balance of $0 after the 100 days money back guarantee period ends. According to the Raise.com policy, there is no way for buyers to get the lost money back after 100 days. Raise.com does not provide any assistance with the issue - gift card balance turns into $0 after 100 days. They have seller support team to manage those sellers, but the issue happens again and again. Raise.com does have the information of sellers, but they do not release it to buyers. Thus, buyers cannot sue the seller. Buyers are losing money without knowing what will happen after 100 days. Considering that many consumers leave a portion of the balance on the card after the initial purchase, Raise.com and sellers in the market place are stealing money from the buyers.

Desired Settlement: Refund of $280.14. Order Number* ********** Order Date: 11/14/2015 at 9:39 AM

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


On November 14, 2015 the customer purchased a ******* **** gift card from Raise.com with a balance of $300.00 for a purchase price of $280.14. The customer then contacted Raise Member Services on July 2, 2016 and expressed in an email that the gift card did not work to make a purchase. The serving agent responded to the email and informed the customer that, unfortunately, no further action could be taken on the order as it fell so far outside of the 100 Day Money-Back Guarantee, at the time that the customer contacted Raise. The customer was also offered a promotional code through conversation with the serving agents.


The Raise Guarantee is a guarantee for the purchase price of the gift cards that spans 100 days from the date of purchase. Any issue the customer has with the gift card, as outlined in the Raise Guarantee, such as an incorrect balance, will be fully covered within the first 100 days from the purchase date. After that 100 days, Raise does not resell the gift cards, and the gift cards do not expire. Once the Raise Guarantee lapses, the only change that occurs is that the order is not fully covered if there is an issue. Customers are encouraged to utilize the full balance of the gift card within 100 days so that any issue that may occur can be fully covered.


We would like to apologize that, due to the length of time that has passed since the Raise Guarantee lapsed for this order, we will be unable to provide the customer with a refund or replacement gift card.


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.

Business Response:

After reviewing BBB complaint number ******** 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 expire. While this is true, the Raise Guarantee, through which we cover any issues that may arise with the gift card, does lapse after 100 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 100 days after the purchase date. This is the reason that we do encourage customers to utilize the gift card within the first 100 days from the purchase date - in the case that any issue does arise, we are able to fully cover the purchase price. We do have a Seller Support Team in the office that deals directly with all seller issues. While there is a similar 100 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 issues.


As a member to member marketplace, at this time, Raise is also a seller anonymous marketplace. When buyers and sellers alike agree to the Raise terms and conditions, they agree to sellers being kept anonymous through the marketplace. As 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 buyer.


We would also like to offer the customer a $50 Raise Rewards credit to use toward a future purchase. As 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 credit. The credit will be placed into the customer’s account and will automatically apply to the next purchase made through Raise.


At this time we would again like to apologize to the customer for this inconvenience and look forward to serving them again in the future.

Consumer Response:


Better Business Bureau:

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

 

I would like to ask Raise.com a couple of things, though:

1. Please do your effort to remove those unethical sellers from the market place.

2. Please inform buyers how you have worked to remove the seller.

3. I do NOT think “Please accept our sincerest apologies for any inconvenience this may cause, and we would like to offer you a discount on your next purchase. Enter code 5ONRAISE for $5.00 off your next order over $50.00.” is a great solution. I lost my money as well as a bit of trust for Raise. Raise humiliated me by (kindly) offering $5 off coupon.

4. I appreciate that you offer $50 Raise Reward credit. I originally paid $280.14 and spent about $10 with the gift card. Roughly, I lost $270. Considering that a buyer, a seller, and Raise are all equally responsible for the loss, it would be much more appreciated if you could offer $90 Raise Reward credit ($270 divided by 3) instead of $50.

 


Sincerely,

****** ****

8/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have bought 14 gift card from this company. 2 of them now have been used by other people & we have lost a lot of money because the gift cards were out of the guarantee time limit. They only guarantee their gift cards for 100 days. It appears that they either sell the same gift card to other customers or the people who sell them to Raise continue to use them themselves (e-gift cards). This last time on 1/25/16 order *********** $225 I bought my daughter a ******* gift card for $144, soon after I bought this card I was diagnosed with a 2nd round of breast cancer. It was a long process of going back and forth to doctors & hospitals and even going to Mayo as my case with very complicated. I ended up with a double mastectomy with a muscle sparing tram flap on 5/25/16 (this is where they build your ***** from you stomach muscles and fat). This is major surgery & months and months of recovery. Only yesterday (8/7/16) did I feel well enough to go out with my daughter to look for clothes. When we got to ******* & tried to use the ******* e-card the lady said there was only $6 left on it. We contacted ******* & someone used the card on 6/7/16 and now the e-card has only like $6 on it. I called Raise today (8/8/16) & told them about this & because they said this happened in the past to us (which it did when we bought another card for ***** ****** for $200 which someone also used a very large portion of it) & it was out of the 100 day guarantee they would only give us $15 credit back to use at Raise. I NEVER WANT TO BUY FROM RAISE AGAIN...THEY ARE FRAUDULENT...& SELL USED CARDS! So I'm out $144 & we were also out with that ***** ****** Card we bought back on 10/10/15 for $158.20 (they did return $79.10). We bought about $1500 worth of gift cards from Raise & clearly they are a company that sells cards to multiple customers or they don't check who can use these cards because someone else used 2 cards that we bought & did not use. NEVER BUY FROM THIS COMPANY! BUYER BEWARE!!

Desired Settlement: I know I am out of the guarantee for the e-gift card but I believe that you sell gift cards to multiple customers or you don't check to make sure that your customers can't use the card at another time or you get hacked. As a customer you don't think that if you wait over 100 days that the gift card is going to be used by someone else. It is totally unfair that I went to the store yesterday thinking I had $225 to spend and when everything was rung up there was only $6 on my gift card, a gift card I never used and paid $144 for. Since I've patronized your company and bought roughly $1500 from your company you would think you would try to help me out & try to get to the bottom who stole this gift card from my family who can't afford to lose money. You would think you would not want this to happen again. Not only do I have cancer my husband has stage 4 non-hodgkinds follicular Lymphoma and we have so many medical bills that's why we try to save whenever we can. We can't afford to lose $

Business Response:

After receiving BBB complaint number ********, we were able to review the order and offer a different solution to the customer.


On January 25, 2016 the customer purchased a ******* gift card from Raise with a value of $225.00 for a purchase price of $144.00. The customer then contacted Raise Member Services on August 8, 2016 and expressed to the serving agent that she had been unable to use the gift card until then, and when she attempted to use it in store, the card only had a total of $6.00. At that time, the serving agent informed the customer that the order fell outside of the Raise Guarantee and for that reason, could not be refunded.


The Raise Guarantee is a guarantee for the purchase price of the gift cards that spans 100 days from the date of purchase. Any issue the customer has with the gift card, as outlined in the Raise Guarantee, such as an incorrect balance, will be fully covered within the first 100 days from the purchase date. After that 100 days, Raise does not resell the gift cards, and the gift cards do not expire. Once the Raise Guarantee lapses, the only change that occurs is that the order is not fully covered if there is an issue. All of the gift cards coming across the marketplace are previously owned by other members and some are partially used. This being the case customers are encouraged to utilize the full balance of the gift card within 100 days so that any issue that may occur can be fully covered.


In this particular case, due to the hardships that the customer has faced that caused the Raise Guarantee to lapse before the customer was able to utilize the funds, we are happy to offer the customer a courtesy refund for this purchase. As the order is being refunded the credit offered in place of a refund has been removed from the customer’s account as the refund has been completed at this time. This is a one time courtesy refund and has been issued back to the customer’s original source of payment. The refund should be available back on that payment source in 1-3 business days, depending on the card issuer.


We are happy to have been able to resolve this for the customer and look forward to serving her again in the future.

8/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 03/27/2016 I purchased a $98.36 gift card on Raise.com for ****** *n the amount of $91.47, a month later I attempted to use the gift card and it would show the $98.36 however it errored on checkout and it would not accept the card. I tried several times but the order never went through with the gift card and I ended up just paying for my order with my credit card. I wrote raise.com about the issue but never received a response. On 4/26/16 the $91.47 was returned to my credit card but on 05/06/2016 raise charged my card again as a rebill for $91.47 I had a similar problem with raise.com in the past where they sold me a card with $0 balance, fortunately this was resolved. I'm not sure what's going on over there but it seems unethical.

Desired Settlement: I never got to use the gift card because it wouldn't work. I want a refund for the unusable card in the amount of $91.47

Business Response:

After receiving BBB complaint number ********, we were able to review the order in question.


On March 27, 2016 the customer placed an order for a ****** Store eGift card with a balance of $98.36 and purchase price of $91.47, on Raise.


Before this complaint was received, the customer had no previous contact with Raise regarding this order. The order was never previously refunded or recharged. The gift card purchase was charged to the customer’s original payment source on March 27, 2016 and no refunds or other charges were made in connection to this order.


Our Gift Card Support Team is currently looking into the trouble that this customer is experiencing with the gift card, and they will reach out to the customer with a resolution shortly.


We are happy to answer any further questions that the customer may have regarding this order while we work toward the best resolution.

Consumer Response:
Complaint* ********

I am rejecting this response because: I not only emailed Raise but I opened a chargeback with my credit card company. I even sent Raise screenshots of the error I received when attempting to use the ****** card. Now when checking the balance it reflects nothing. At this point I would rather be refunded as I ended up meeting my gift card needs through cardpool. I no longer purchase through Raise as this is the second time I've had a problem with their gift cards (previously it was a **** & **** ***** card that I used half of, then reflected $0 on it when I attempted to use the remaining $50 a week later), I've yet to run into this problem elsewhere.

Sincerely,

***** ********

Business Response:

After reviewing BBB complaint number ******** and the corresponding order number with the Gift Card Support Team, it appears that the current resolution is warranted.


The Gift Card Support Team has been in contact with the Disney brand and were able to confirm that two orders, equalling the total of the gift card amount, were placed on ******* through the email address, *************************, which is also associated with the customer’s Raise account. The first order was placed on April 20, 2016, order number ********* for a total of $62.19 and the second order placed used the gift card for $36.17 on August 1, 2016, order number *********


Given this information, we are unable to provide the customer with a refund or replacement card per the terms of the Raise Guarantee.


If this customer has further questions or would like to provide any further information, we encourage the customer to reach out to us at *************************


At this time we would like to consider the issue resolved and look forward to better serving the customer in the future.

8/18/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a gift card through raise order #*********** When trying to use it it said it was not a valid card. I emailed them which they did not respond to. I called them and they said they were sending me a check. When a month passed and I had not received a check, I called again and they said to wait longer- I waited another 2 weeks and called back and they still did not know and told me to wait again. It seems like this is a common problem after reading the reviews on here. It also seems like this is something they do regularly- send out gift cards that do not work or are not activated and then try to keep your money despite their 100 day guarantee. I filed a previous complaint and there response was that they would reach out to me after July 23rd to send me a new check. This has not happened.

Desired Settlement: Refund of the money.

Business Response:

After receiving BBB complaint number ********, we were able to review the order in question.


On April 20, 2016 the customer purchased a ******** gift card from Raise.com with a value of $100.00 and a purchase price of $80.00 for which $75.00 total was paid after Raise rewards were used on the purchase.


As the customer used a prepaid card to make the purchase, a check refund was requested. The check was sent to the customer on June 8, 2016. The check may have met a hold up in the post office, as the check was issued by Raise on the previously mentioned date. We understand that this can be an inconvenience, but a check has a 45 day holding period where it cannot be canceled without extended fees for the customer.


This check having been issued on June 8, 2016 was voided on July 23, 2016. While our follow up did come late, we have confirmed the customer’s correct address and are having the check reissued through our financial team and the check will be on its way within the week.


We would like to sincerely apologize for the inconvenience and look forwarding to better serving this customer again in the future.

Business Response:

After again interacting with BBB complaint number ********, we would like to confirm that shipment of the new check to the customer.


Unfortunately, further verification was needed on the side of our Financial Team, and the release of the new check took longer than expected. The new check number being sent to the customer is ***** and the ***** tracking number for the certified mail is *********************


We greatly appreciate the customer’s patience and understanding as this was resolved, and would like to consider the issue resolved at this time.

Consumer Response:


Complaint: ********

I am rejecting this response because: You can have all the good customer service you want but when your clearly doing illegal and fraudulent activity there is no excuse for this. While it is not the customer services fault that they work for a company that is doing illegal activity. 

I have a friend who purchased 3 cards- none of them ended up working- again while they may originally work they then empty the balance to zero- this is clearly an inside operation inside raise - otherwise they would not still be in business. There are hundreds of people who clearly have been tricked and I will report this to the chicago police business investigative unit.


Sincerely,

****** *****

8/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased two ********* GC ($400 worth) for $308 on 1/23/2016. However, per ******** customer service, both GCs have been redeemed on 2/5/2016 and 2/19/2016 respectively already, which were within 30 days of my purchase. My mother-in-law and father-in-law were passed away in Feb and May this year respectively, and due these family circumstances, I could not call right away... Contacted Raise.com, CS refused to refund. Per Raise.com, there is 100 days warranty on the GC purchase, and my cards were compromised within 30 days of purchase, which should qualify for the full refund under this policy if I called in time. I could not call in right away were due to the lost of my family members. The attitude I received from CS were totally not acceptable, and I would like to be considered to get my money back for full refund.

Desired Settlement: I would like to be refunded in full amount of $308 that I paid for.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


On January 23, 2016 the customer purchased two ******** gift cards, each with a balance of $200.00 for a purchase price of $154.00, from Raise.com. The customer then contacted Raise Member Services on July 23, 2016 and expressed to the serving agent that the gift cards showed a $0 balance when checking the balance on the cards. At that time the serving agent informed the customer that the order fell outside of the Raise Guarantee. For this reason the agent was unable to provide the customer with a refund or replacement card.


During this phone interaction, the customer’s call was escalated to a supervisor on the Member Services Team. The supervisor reiterated the same information, that the order has fallen outside of the 100 Day Money-Back Guarantee, and no further action can be taken on the order. A Raise Rewards credit of $30 was also offered to the customer as recompense because a refund, unfortunately, will not be applied.


The Raise Guarantee is in place to protect the purchase price of all orders for the first 100 days from the date of purchase. After the 100 days has lapsed, we are happy to look into a card for a customer, but refund requests received outside of 100 days, will not be honored.


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.

Consumer Response:


Complaint: ********

I am rejecting this response because:

I purchased on 1/23/2016, and the fraud was happened on 2/5/2016 and 2/19/2016 respectively with the two ********* GC I purchased, it is within the 100-day window. Since my in-laws passed away during that time, I could not make calls right away... I've been with Raise for a long time, and always being a loyal customer, it is just not acceptable of being treated like this.

 

 

Sincerely,

**** ******

Business Response:

After again reviewing BBB complaint number ********* the requested resolution has been offered to the customer.


After further review, though outside of the Raise Guarantee, we have been able to work with the proper parties and have been able to provide the customer with a one time courtesy refund for this gift cards outside of the policy time frame.


A total of $308.00 has been returned to the customer’s original payment source as of August 3, 2016 and this amount should be shown at this time. It normally takes 1-3 business days to see a refund processed back to the payment source.


Overall, we are pleased to have resolved this issue and we also want to extend our sincerest apology to the customer for the delay in a resolution. We hope to better serve this customer in the future.

8/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a $150 ** ****** gift card from raise.com, an online gift card retailer, on 12/30/2015 at a deeply discounted price of $112.76 during their end of year promotion. The order number is *********** The gift card arrived on time and since I didn’t really have anything to buy from ** ******, the card sit in my desk for about 7 months. On 07/21/2016, when I intended to use the card to make a purchase from ** ******’s online store, surprisingly enough, I found the gift card has zero balance. I called rasie.com immediately, and their customer service representative advised me to contact ** ****** since the gift card was issued by ***. I did and after a five day investigation, ** ****** got back to me on 07/26/16 that: “the ********************** for $150.00 was purchased in a ** ****** store with the fraudulent use of a credit card. The owner of the credit card disputed the transaction, which was made without his knowledge, and we accepted a chargeback from this customer. Because of this, our corporate office instructed us to remove any funds still available on the gift card.” The gift card was zeroed out on 03/21/2016 per ***. (** ****** case *********** Based on ** ******’s investigation, obviously a raise member used a stolen credit card to buy the $150 gift card and sold it through raise.com. I purchased that gift card without knowing the card was from an illegal channel. I called raise.com again on 07/26/16 and requested a full refund. However their representative refused since it had passed their 100 day money back guarantee. I was not aware of their 100 day money back policy before and very frankly speaking, I am glad that I didn’t use the gift card. Using a gift card purchased with a stolen credit card might bring me more complicated legal issues. I believe the sale of this gift card on raise.com is illegal from the beginning. The transaction should be cancelled and I should be fully refunded.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


On December 30, 2015 the customer purchased a ******** gift card with a balance of $150.00 for a purchase price of $116.25 for which the out of pocket total was $112.76 after a promotional code was applied, from Raise. The customer then contacted Raise Member Services on July 21, 2016 and expressed to the serving agent that the gift card did not work for a purchase. At that time, the serving agent explained to the customer that the order had fallen outside of the Raise Guarantee and no refund or replacement card could be offered. The customer also called in and spoke with two other agents. Both agents reiterated the same information and a supervisor offered to the customer a Raise Rewards credit of $15 to use toward a future purchase, as recompense.


The Raise Guarantee covers the purchase price of all gift cards for the first 100 days from the purchase date. Outside of that time frame, Raise is unable to take further action on the order. As is the case with this order, the customer contacted us so far outside of the guarantee period for this order, that we are unable to offer further assistance. We understand that this is an unfavorable situation, and for that would like to offer our sincerest apologies to the customer.


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.

Business Response:

After again reviewing BBB complaint number ********* we are unable to directly provide the customer with a resolution.


Whenever there is a case of unauthorized purchases that enters the Raise marketplace, we have a Seller Support Team in place that deals directly with these sellers and any authorities that may become involved. While the Raise Guarantee does not always allow for a refund outside of the 100 Day Money-Back Guarantee, further action is always taken in regards to the seller.


In this particular case, the customer has issued a dispute through their banking institution, on the order. As that is the case, Raise no longer has the ability to directly resolve the case but will be working closely with the customer’s card issuer to come to a resolution.


We apologize that customer has had to take this step and look forward to coming to a resolution for the customer.

Consumer Response:


Complaint: ********

I am rejecting this response because:

I found a lot of victims like me. You can read many angry stories on  http://www.resellerratings.com/store/Raise. Some of them are just like mine.

It is not only about money, it is about business moral.

Full refund or inform my bank to let go the dispute.


Sincerely,

***** ****

8/13/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered gift cards totaling over 4K. The gift cards was not gift cards. They are store credits with restrictions. I didn't see this until the order was complete. I asked for a refund within 7 mins of the order and they did not allow it. I said ok. Been waiting for 9 days now and half the order hasn't come in. I contacted them and they said they can not give a refund until 14 days even though they have a policy that sellers must ship cards within 3 days. I asked for a refund again and they say no. Here is a breakout from the chat with raise. 5:47 PM **** Hello ******* Thank you for chatting into Raise Member Services. How may I assist you today? 5:48 PM ****** **** Half the order didn't come. I would like to request my money back 5:49 PM $822.12 **** ***** (In Store Only) Gift Card (7419) $480.92 **** ***** (In Store Only) Gift Card (7418) $528.09 **** ***** (In Store Only) Gift Card (7412) 5:51 PM Lily Just to confirm, are these the gift cards you have not received? 5:51 PM ****** **** yes ordered them on the 19th and they are not even at the post office. I would like to get a refund for those and I can buy some other cards with that money hello??? 5:56 PM **** ******* I pull up the tracking information for this gift card and, unfortunately, I am not seeing any. It is possible that the seller, for whatever reason, has been unable to ship this gift card. Although we do require that they ship out their gift cards within 3 days, we do allow them 14 shipping days to get this gift card to you before we can issue the refund. If you do not want the gift card anymore, we will be able to issue a refund on Monday, 08/04. I am also able to reach out the seller of this gift card via email to see if I can get a shipping update. 5:59 PM ****** ***l The requirement is to have them shipped in 3 days. It may take up to 14 days to get them to me but it doesn't allow for 14 days before shipment. The rule has already been broken. I have things to do. Please refund

Desired Settlement: They should refund and provide incentives to me due to all the problems I have had with this order. I can not even get someone on the phone from this company. This is a really bad company. Here is some more of the mess. They didn't even say bye. Just stopped chating.wow. I need a supervisor to call me at phone number. I have spent 10s of thousands of dollars with this company since 2015. I need a contact 6:14 PM **** You can call our Member Services Department at ************** and request a supervisor, but they are unable to make outgoing calls. 6:15 PM ****** **** You said yourself that shiping should have happened by day 3. 6:16 PM **** The seller has marked this as shipped, we cannot be full certain that they have no shipped it until there has been no tracking information for 14 shipping days 6:16 PM ****** **** 6:16 PM Everyone can call out. thats crap. It is 2016. You have lost a customer over dumb policy when your own dumb policy has already been broken by your seller

Business Response:

After receiving BBB complaint number ********, we were able to review the order and offer the requested solution to the customer.


On July 19, 2016 the customer placed an order on Raise.com for multiple **** ***** (In Store Only) cards. These cards all contained different values and purchase prices, and were coming from multiple sellers. Sellers are given three business days to ship out a gift card and the cards are given 14 business days to arrive. In this case, three of the gift cards did not show tracking details after the allotted shipment date. The seller confirmed that these gift cards were shipped, while the tracking details still did not reflect this information.


The customer contacted Raise Member Services on July 28, 2016 and expressed to the serving agent through the chat feature, that the gift cards had not arrived and there was no tracking. As the seller had confirmed the gift cards were in the mail, the serving agent informed the customer that we need to wait the full 14 days before a refund can be processed. This is because tracking details do not always reflect information accurately, and the seller had confirmed that the gift cards were on their way.


At this time, the 14 days from the purchase date have passed and the customer has been refunded for the three gift cards that did not arrive. We understand that this process has been an inconvenience and are working to make improvements to all physical gift card purchases and policies.


We would like to offer our sincerest apologies to the customer and look forward to better serving him in the future.

8/12/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Raise sold me a defective gift card that had no balance and was closed. I bought this gift card as a gift for my dad in December 2015. He proceeded to try to use it during the same month in December at the ***** ****** store and it was declined. Since I purchased 2 other cards for him, he used those as they worked as expected, however he didn't mention the defective card to me until recently. I contacted Raise, letting them know the situation, but they just quoted me their 100 day guarantee. I understand this guarantee lasts for 100 but I wouldn't expect that for a gift card that didn't work bc it had no balance on it. Raise tried to tell me they stick to the 100 days because it's difficult to track down why a gift card wasn't working past that time. So I contacted ***** ****** myself in which they sent me an email stating the card was closed. I forwarded this onto Raise, and they still have done nothing. I don't understand how they can get paid for selling me something that doesn't exist. I paid about $61 for the gift card, and they offered me $5 which is insulting.

Desired Settlement: I would like my credit card refunded the purchase amount, roughly $61.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


On December 7, 2015 the customer purchased a ***** ****** gift card from Raise.com with a balance of $74.46 for a purchase price of $61.06. The customer then contacted Raise Member Services on July 8, 2016 and expressed to the serving agent that the gift card did not work. At that time the serving agent informed the customer that the order fell outside of the 100 Day Money-Back Guarantee, and offered a promotional code as well as a $5 Raise Rewards credit as recompense for this issue.


The Raise Guarantee does hold a strict 100 day time frame, and we ask that customers contact us within that time frame in order to receive the best assistance on orders. While some brands have information more readily available for us to retrieve, this is not the same of all brands, and to be uniform in all instances, that is in part, why the Raise Guarantee spans the 100 day period.


At the time the customer made the purchase on Raise, we can confirm that the gift card did have the full $74.46 balance available for use. We understand that this is an unfavorable situation, but are, unfortunately unable to provide the customer with a refund or replacement card as so much time has passed since the lapse of the Raise Guarantee for this order.


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.


Business Response:

After again reviewing BBB complaint number ******** 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 100 days from the date of purchase. Outside of the 100 day time frame, refund and review requests received will not be honored, per the Raise Guarantee. Our Seller Support team is notified of any continued issues with a particular seller to take any necessary action.


The guarantee period for this order lapsed as of March 16, 2016. Had the customer contacted un on or before this date, Raise would have been able to fully cover the purchase. As the request came in after this strict time frame, no further action could be taken on the order.


We would like to again apologize for any inconvenience and would like to consider the issue resolved at this time.

Consumer Response:
Complaint: ********

I am rejecting this response because:

Sincerely,

***** *******

8/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I sold a large amount of gift cards via the Raise.com Marketplace. Shortly after my cards were listed and sold, I requested to withdraw my funds. The company then requested copies of my receipts and pictures of each of the gift cards that had already been purchased and paid for through their site. Before I could submit, the company canceled my withdrawal. I requested to withdraw for a second time. I called customer service, they looked at the proof of purchases I emailed in and said I was clear and should have deposit in my bank within 3 days. Today was the 3rd day, and instead of receiving my payment they canceled my withdrawal again. They're proclaiming that they need to see proof of purchase for all gift cards (more than 30) that customers already purchased from their site days ago. They are also asking me to send them a picture of all gift cards (more than 30). They are also stating that they are planning to call some of the people who purchased my gift cards to make sure the money was on them, and that if not they were going to hit me with charge backs. This is a far cry from their advertisement of receiving payments in as early as 3 days after withdrawal request. For me, I am on week 2 of waiting. Why didn't they verify all this before the cards were purchased? Isn't it against the law for them to hold my funds like this? What is the next step for me to recover my money? There is no way I will let this company steal from me like this. I hope someone can please help me.

Desired Settlement: 100% payout of all monies earned immediately.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the customer has received the request resolution.


Raise takes seller verification and gift card validity very seriously. Sellers are asked to verify certain parts of transactions and their personal information in order to continue business with Raise, in some cases. As the listing tool on the Raise website it automated, a seller has the ability to list and have gift cards approved before some portions of the verification is completed. This is the point when the Seller Support Team will ask the customer to provide some proof of purchases and, in some cases, an image of the gift card.


We have been able to confirm that all requested information has been received and approved by the Gift Card support Team and the customer’s payment was released from Raise as of July 26, 2016.


We would like to sincerely apologize for the trouble, and are glad that the customer has now received payment for the gift cards sold.

8/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a ********* **** gift card in February from Raise for my husband to use for work. He never used the card so I was going to sell it to a friend. I checked the balance when we got the card and it was $100 as purchased. I checked the balance on June 13th and it was $0! We never used the card! I called customer service to inquire about a refund. I figured since I was only 9 days outside the guarantee window that an exception could be made since I had made so many purchases with Raise. The customer service rep sent the issue to the Gift Card Support Team for further investigation... she said that they would be the ones to issue a refund. Since June 13th I have followed up via email two times with no response... the confirmation email on the 13th said that I would get communication with resolution within 10-14 business days... it is now July 25th. Since I had not received any response, I called today. All I was told is that they could not grant me a refund because this was outside the 100 day policy... they did not say why when I asked what the reasoning was from the Gift Card Support Team. I do not find that answer satisfactory. The reps that I spoke to would not discuss the issue further and the supervisor basically said that I just had to deal with it. I would like a refund of my money for this transaction. I should not have had to wait so long for any sort of answer from the support team. This issue screams SCAM and I really have a awful taste in my mouth about Raise right now. I liked using the Raise service but after this issue... I don't see myself ordering anything again unless resolution can be reached.

Desired Settlement: Refund of the $80 that was spend on the ********* **** gift card.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


On February 15, 2016 the customer purchased a ********* Subs gift card from Raise.com with a balance of $100.00 for a purchase price of $80.00. The customer then contacted Raise Member Services on June 13, 2016. At that time, the serving agent escalated the case to the Gift Card Support Team. This team addressed all orders outside of the 100 Day Money-Back Guarantee to assess if we are able to offer any further assistance on the order.


Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved and the customer was notified via email on July 25, 2016. The customer was not offered a refund as the request for review was brought to the attention of Raise outside of the Raise Guarantee. The Raise Guarantee is in place to protect the purchase price of all gift cards for the first 100 days from the purchase date. After that time, Raise is happy to look into the issue, but a refund or replacement card is only guaranteed for the first 100 days. The Raise Guarantee does abide by a strict time frame, so we encourage members to use the gift cards within the Raise Guarantee period so that if an issue does occur, we are able to fully cover the purchase.


We understand that the customer waited an unacceptable time frame for a resolution, and we are actively working to minimize our response times for the Gift Card Support Team. Our sincerest apologies go out to the member for this inconvenience, and we would like to consider the issue resolved at this time.

8/10/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
8/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased A gift card for my father for Home Depot in the amount of $208.32 only to find out when he went to use it that he has a balance of $32 he only used the gift card this one time after their guaranteed hundred day moneyback guarantee he which states that if there is A problem with the balance that they would refund the money but because it was over 100 days they don't cover it anymore so which means that I'm out $200 and I don't get a refund nor do I get the gift card as well. Policy is not right they should know where they are getting these gift cards from .

Desired Settlement: I want my refund ! Your scammers and there are tons of people complaining about this business !

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


On November 18, 2015 the customer purchased a Home Depot gift card with a balance of $220.88 and a purchase price of $208.91 from Raise.com. The customer then contacted Raise Member Services on July 13, 2016 and expressed to the serving agent that the gift card only had $32.00 available upon redemption. At this time, the serving agent informed the customer that the order fell so far outside of the Raise Guarantee that no further action could be taken on the order and offered the customer a promotional code for a future purchase.


While there is no expiration on the gift card, the Raise Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase. As this gift card was not brought to the attention of the serving agent until well outside of the Raise Guarantee, a refund could not be offered to this customer. The guarantee period of this order lapsed as of February 26, 2016.


The customer was offered a credit of $20 to use toward a future purchase that can be used in combination with the promotional code that was originally offered to the customer on the phone with the serving agent.


We would like to sincerely apologize for this inconvenience in this and look forward to better serving the customer again in the future.

Business Response:

After reviewing BBB complaint number ******** for a third time, we are unable to change the resolution offered to the customer.


The Raise Guarantee is in place to protect the customer’s purchase price for the first 100 days from the date of purchase. Similar to a warranty, this is a strict time frame, and no further action can be taken on an order outside of that date. The Raise Rewards credit was offered to the customer as a courtesy as we have been unable to apply a refund for the requested order.


The Raise Rewards credit is in the customer’s account to use toward a future purchase, and any purchase made will be covered, as this purchase was, for the first 100 days from the date of purchase.


We understand that this is an unfavorable situation, but the Raise Guarantee is unable to honor requests received outside of that time frame. Our sincerest apologies go out to the customer for this inconvenience.  

Consumer Response:  
Complaint: ********

I am rejecting this response because: I reject your response ! 

Sincerely,

****** ***

8/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a gift card from them for 100 dollars and when I went to redeem my gift card it had a balance of 1.32 on it. When I contacted customer service they declined my refund even after letting them I know I talked to the company my gift card was purchased for and they let me know where and who used the gift card. Despite their money back guarantee, their response was for me to file a dispute with my card company instead of issuing me a refund like an honest business would do.

Desired Settlement: If I cannot get a refund I will be going through my card company but I would like others to beware of this company when purchasing gift cards.

Business Response:

After receiving BBB complaint number ********, we were able to review the order in question.


On July 20, 2016 the customer placed an order on Raise.com for a ******* gift card with a balance of $100.00 for a purchase price of $91.25. On July 21, 2016 the customer contacted Raise Member Services and expressed to the serving agent that the gift card only had a balance of $1.32 when the gift card was attempted to be redeemed. At this that time the request was escalated to the Gift Card Support Team due to the brand of gift card.


Raise takes security very seriously and has the highest security technology available in order to protect our members and marketplace. Our Order Processing Team verified the identity of the buyer when the second order was placed, through normal security protocol, and unfortunately, a security hold was placed on the account. In order to protect the integrity of the credit card we are unable to directly submit a refund or offer further assistance through Raise on the order.


As the security hold has been placed, the customer was advised to file a dispute with the credit card company and we will be happy to work with them and provide correct documentation to make sure that the customer is compensated properly.


We apologize for any inconvenience this has caused and will work with the customer’s banking institution to make sure that this is resolved.

8/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought several e-gift cards for ***** ***** from Raise on 10/19/2015. And I have successfully used some of the gift cards already after the purchase. However, the day before yesterday, when I try to use the cards in ***** ***** again, the gift cards are no longer accepted. I called Raise customer service and they told me it's because ***** ***** changed their gift card policy on 12/31/2015, after which no e-gift cards will be accepted. The customer also told me since it's already past 100 days, I am no longer protected by Raise. I think although right now it's already more than 100 days, but on 12/31/2015, I was still under their protection. At that time, they should guarantee that my cards were still good. But they didn't do anything to protect my money. I didn't receive any notification from them about the policy change before or after 12/31/2015. The fact is I lost the right to use my gift cards from 12/31/2015 without knowing that. And this happened within their 100 protection days. The customer service in Raise also told me that they won’t send me notifications and it’s my obligation to use the card within 100 days. Since I already successfully used some of the gift cards, there is no reason for me to worry that the rest of the cards will have any problems. And it says never expire on the gift cards, it’s not reasonable for them to ask me to use up the gift cards within 100 days. I also tried to contact ***** ***** about this. They said the Raise customer service should contact them to have the problem taken care of. And I called Raise again asking them to contact ***** *****. However, they told me at first that I should ask ***** ***** to contact them. This is impossible because ***** ***** said they will not do that. Then Raise said they will contact them in the future. When I asked how long can I hear back from them, they said they cannot guarantee anything. I think they were just trying to delay. I really doubt I will get any feedback from them.

Desired Settlement: Due to their failure to notice me about the potential risks about the gift cards within the guaranteed 100 protection days, I have the loss of $246.76 gift cards for ***** *****. They refuse to reissue the cards to me with the excuse that I am out of the protection right now. I cannot accept this result. I require that they reissue the gift cards with the total amount of $246.76, or they should do the refund for me with the amount of money ($208) I used to buy the gift cards.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


On October 19, 2015 the customer placed two orders for ***** ***** gift cards from Raise.com. The customer then contacted Raise on July 14, 2016 and expressed to the serving agent that the gift cards would no longer work at ***** *****. At that time, the buyer was notified by the serving agent that the orders fell outside of the 100 Day Money-Back Guarantee, so no further action could be taken on the orders. The customer was offered a Raise Rewards credit of $10 and a promotional code as recompense for this issue.


The customer did also express to the serving agent that ***** ***** suggested that Raise give a call directly to them to have the issue resolved. While we are happy to speak with ***** *****, the member was asked to call in with ***** ***** on the line as these gift cards are already processed into their account, thus making them the owner of the gift card.


As it stands, we are, unfortunately, unable to offer the customer a replacement or refund for the gift cards as it is so far outside of the Raise Guarantee at this point in time. At the time of the change, any and all physical gift cards that were available to send out as a replacement, were, and any issue that was brought to Raise attention while the Raise Guarantee was still active for the order, was resolved.


Raise is still more than happy to assist the customer in contact with ***** *****. As previously mentioned, we would just need the customer to contact Raise and have a conference call with all three parties on the line.


We want to apologize as this is an unfavorable situation to be in for the customer, and are available to take the next steps that they have asked with ***** *****.

Business Response:

After again reviewing BBB complaint number ******** we are, unfortunately, unable to provide the customer with a different resolution.


While we are unable to reach out to ***** ***** on behalf of the customer, we would be happy to assist the customer in the call if they did want to make a time with us to do that. We could walk the customer through the steps of a conference call and remain on the line with the customer through dealing with ***** *****. If there is anything we can do to assist the customer there, we absolutely will.


Raise was, unfortunately, not notified about the ***** ***** policy change until the change had been implemented. Any steps taken by Raise were taken after the fact and efforts were hindered because of the lack of prior knowledge. We understand that this is an unfavorable situation for all parties and is outline as a situation that Raise does not cover in the Raise Guarantee. We would like to offer the customer an additional $20 in Raise Rewards credit as recompense for this situation.


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.

Consumer Response:


Complaint: ********

I am rejecting this response because:

As Raise insisted, I tried to set up the three-way meeting with Raise and ***** ***** 20 minutes ago. I called Raise first and then add ***** ***** in, but the ***** ***** side needs us to hold. Then the Raise agent said he had to disconnect because he cannot wait for that long. He also suggested that I could call ***** ***** first and then add Raise in. But the fact is, I called Raise yesterday, after waiting for about 18 minutes, I still couldn't get through, and then I gave up. I believe the ***** ***** customer service won't want to wait for that long, either. Therefore it's almost impossible for me to bring both Raise and ***** ***** at the same table.

In addition, I cannot accept Raise's explanation that they didn't send me the notification because they were not notified about ***** Food's policy change. Because when I first called Raise and asked why I didn't get the notification, the agent told me they should already send me email about the policy change. Then I asked him to provide the proof of sending me notification. He said he cannot. The second agent told me that they won't send me the notification and it's my responsibility to use the gift cards within 100 days. (I already successfully used the gift cards within 100 days, and the ***** ***** also changed the policy within my 100-day protection.) I think both the two agents already admitted that they knew the policy change. They just had different opinions that whether they should send or already sent me the notification.

I hope Raise could contact ***** ***** on behalf of me. And I am willing to give Raise the privilege to contact ***** ***** as my representative

I cannot just accept the $10 credit Raise already put in my account (I didn't touch it and feel insecure to shop on Raise again). All I want is, Raise could contact ***** ***** and have my gift cards reissued. And I am more than happy to give Raise the right to do that on behalf of me.

 

Sincerely,

******** ****

8/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a $100 gift card to ***** cinemas on 7/5/05. I tried to use it on 7/10/16 and it showed a zero balance. I contacted ***** and they indicated the card was purchased with a stolen credit card and therefore was invalid. I called Raise and they agreed there was an issue with activation but there is nothing they can do since its after 100 days. Their website indicates that all cards are validated however they sold me a fraudulent gift card and you were aware of it after I purchased it (since it was reported fraudulent on July 25, 2015). I am seeking a refund for $85.82 which was the full purchase price given you knowingly sold a fraudulent card and did not attempt to inform me the customer of such.

Desired Settlement: I am seeking a refund for $85.82 which was the full purchase price given you knowingly sold a fraudulent card and did not attempt to inform me the customer of such.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


On July 5, 2015 the customer purchased a ***** Cinemas gift card from Raise.com with a value of $100.00 for a purchase price of $85.82, which the customer paid $81.53 for after a promo code was applied. The customer then contacted Raise Member Services on July 11, 2016 and expressed to the serving agent that the gift card did not have a balance when he attempted to redeem. At that time the serving agent notified the customer that the order fell outside of the 100 Day Money-Back Guarantee so a refund could not be applied. The customer then spoke with a supervisor in our Member Services Team who also reiterated the same information.


Before a gift card is processed into an order on Raise, the card balance and validity are confirmed through at least two different verification checks. At minimum, one check is run before the gift card enters the marketplace and the second before the card is processed into the customer’s order. Gift cards sold on the Raise marketplace do not have an expiration date, while the Raise Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase.


Once a gift card is processed into a customer’s order, Raise does not go back and periodically recheck the gift card. If a customer brings a fully processed gift card back to the attention of Raise, at that time another verification check will be done. In the instance that this problem is brought to light during the Raise Guarantee time frame, the purchase price is fully covered. In cases when the order is brought to Raise attention outside of the guarantee period, unfortunately, the purchase is not longer covered and no refund can be offered.


We would like to sincerely apologize for this inconvenience as the order falls so far outside of the Raise Guarantee that no further action can be taken on the order.

Consumer Response:
Complaint: ********

I am rejecting this response because:  Although I did not contact them until July 2016.....they were notified by ***** on July 25th, 2015 (less than 20 days after I purchased it) that this card was purchased with a stolen credit card.  Since Raise.com was notified by the merchant (which Raise did confirm that they were notified of the activation issue - and it would be on the recorded phone call I had with them)...and it was well within the 100 days I should have been contacted and a credit refunded.   If they are aware of fraudulent activity on a product they are selling most ethical companies would make good with the customer and refund accordingly.  

Sincerely,

***** *******

Business Response:

After again reviewing BBB complaint number ******** we are, unfortunately, unable to provider the customer with a different resolution.


We apologize for any confusion, but Raise was not notified by ***** that there was an issue with the gift card. Once a gift card has been processed into an order, the verification process has already been completed and the order is not reopened by Raise unless a member brings the order to our attention. This order was brough to Raise attention on July 11, 2016 and that is the first time, since the time the order was purchased, that the order was reopened by Raise.


Had we at Raise been notified or somehow aware that the gift card had an issue while it was within the 100 Day Money-Back Guarantee time frame, a refund would have been issued to the customer. As this issue was not brought to our attention until July 11,2016, more than a year past the order date, a refund or replacement card could not be provided. Similar to a warranty, the Raise Guarantee holds a strict time frame, and all requests for a refund received outside of that 100 day period will not be honored.


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.

8/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchase various gift card from Raise.com worth more than 2000+ dollars and I just realized those gift cards are not usable. After contacting **** ***** customer service, it was concluded that those cards were used online without my knowledge. *********************** The original amount was $698.04. It was redeemed 9/25/15 for $496.59 on an online purchase and then again on 5/10/16 for $201.45. $201.45 on 5/10/2016 purchase was unknown. *********************** Current balance is $0. It was used on 9/25/15 for $135.87, 9/28/15 for $50.53, 10/22/15 for $24.86, 1/5/16 for $56.77, and 5/10/16 for $192.96. So same thing with this one. 192.96 purchase was unknown. *********************** 2/2 online for $32.37, and 6/7 online for $127.15 was spent without knowing 159.52 purchase online was unknown. and more.

Desired Settlement: I would like Raise.com to refund the amount back to my credit card.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


On September 23, 2015 the customer purchased three **** ***** gift cards of varying balances and purchase prices from Raise.com. The customer then contacted Raise Member Services via email on July 16, 2016 and expressed to the serving agent that two of the gift cards did not work in store. At that time, the serving agent informed the customer that the order had fallen outside of the 100 Day Money-Back Guarantee and the purchase would not longer be covered. Within the email communication between the agent and the customer, the customer was offered a $25 Raise Rewards credit to use towards the next order on Raise.


The Raise Guarantee is in place to protect the customer’s purchase price for the first 100 days from the date of purchase. All refund requests must be received within this time period, as outlined in the Raise Guarantee, to be honored. Unfortunately, the Raise Guarantee for this order lapsed as of January 1, 2016 For this reason no further action can be taken on the order.


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.

Business Response:

After again reviewing BBB complaint number ******** we are, unfortunately, unable to provide the customer with a different resolution.


As this order falls outside of the Raise Guarantee and the customer contacted outside of the 100 days outlined within those terms, we are unable to honor the request for review. There are measures in place that still have sellers reviewed if there is an issue outside of the 100 day period, but compensation is, unfortunately, not offered in the same way that it is while an order is still within the 100 Day Money-Back Guarantee.


Raise does encourage customers to redeem their gift cards while the Raise Guarantee is still active for each order so that if an issue ever does arise, we are able to fully assist, no matter what the issue is. If the customer does have other outstanding issues, we will be more than happy to address those. To have those addressed we suggest the customer send them in an email to us at ******************


We apologize again for any inconvenience this has caused and feel that the issue has been resolved at this time.

Consumer Response:
Complaint: ********

I am rejecting this response because: Raise failed to approved earlier adequate action for their customers.

Sincerely,

****** ***

8/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Raise.com sells gift cards reported stolen so that when you try to use them, the blame is pinned on you and they take your money and refuse to give you a refund.

Desired Settlement: $180 back for new gift card I'm unable to use since I learned the last one i purchased was reported stolen. Now, I've been barred from making further purchases from that merchant, and raise won't give me my money back from the other card for the same store even though they sold me a STOLEN card last time.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


On June 27, 2016 the customer placed an order on Raise.com for an ************* gift card with a balance of $203.04 for a purchase price of $180.71. The customer then contacted Raise Member Services on June 30, 2016 and expressed to the serving agent that the brand did not accept the gift card and canceled the order. The brand issued a new gift card to the customer when the order had been canceled.


The customer did not want to keep the gift card due to the brand canceling the order initially. Unfortunately, Raise cannot offer a refund on a gift card with a full and valid balance.


As the customer did not want to keep the new gift card, a request to look into it further was sent to the Gift Card Support Team. The team was able to confirm that the new gift card number had been used by the customer to place a new and successful order with **************


If the customer is still having trouble placing orders on ************** we would be happy to have a Member Services agent assist on a three way call with the customer and the brand to confirm that the gift card was not the customer’s purchase and was purchased through Raise, so that the account can be righted.


We apologize for this inconvenience but are glad that the customer was able to utilize the funds from the gift card, and would like to consider the issue resolved at this time.

Consumer Response:
Complaint: ********

I am rejecting this response because: The reason I could not use the card that I purchased this time is because the last card I used there purchased from Raise was reported STOLEN. Because I was sold a stolen card, I'm barred from making purchases at the store for which I bought the card. Because of Raise selling me a stolen card, I'm being treated like the criminal when they are doing criminal things and getting away with it. I was automatically given the money for the card back in the form of a new card because I can no longer EVER purchase anything again BECAUSE OF RAISE. They are disgusting cheaters selling stolen cards and ruining the lives of those using them by pinning the blame for theft on their victims. They cannot get away with this. Now they're trying to PROFIT from victimizing me because I have no choice but to sell it at a loss if they don't refund my money.

Sincerely,

********* **********

Business Response:

After again reviewing BBB complaint number ******** we are, unfortunately, unable to provide the customer with a different resolution.


We have been in contact with the customer and confirmed with the retailer that the replacement card has a full and valid balance. Through a conversation with the customer, we have also confirmed that her account for the retailer is now open and valid to use the remaining gift card, which she also expressed she is going to do.


Our sincerest apologies go out to the customer for the issues that have occurred with making these purchases with the retailer and are glad that she is able to use the balance on her gift card. We would like to consider the issue resolved at this time, and look forward to better serving the customer again in the future.

8/1/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On 12/4/15, I purchased a gift card from RAISE in the amount of $365.75 for use at ****** (With a promo code the value is $385) A few days ago, I attempted to use the card and was unable to due to the card being "expired." According to the Gift Card Act passed by Congress, gift cards can not expire for five years. RAISE has an arbitrary policy that indicates customers must use the cards prior to 100 days. This is illegal. After contacts with RAISE, they refuse to refund or grant a credit. My sense is that they resell the card numbers after 100 days to other customer. This would be a fraudulent business action. (Order ***********)

Desired Settlement: Please assist me in receiving a full refund, a credit, or reinstate the dollar amount on the card.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


On December 4, 2015 the customer purchased a ***** (In Store Only) gift card from Raise.com with a value of $550.00 for a purchase price of $385.00. The customer then contacted Raise Member Services on July 16, 2016 and expressed to the serving agent that the gift card did not work upon redemption in the store. At that time, the serving agent expressed to the customer that a refund or replacement could not be offered as the order falls outside of the 100 Day Money-Back Guarantee. The customer was unsatisfied with this resolution and was escalated to a supervisor on the Member Services Team who reiterated the same information and offered the customer a Raise Rewards credit of $20 and a promotional code as recompense.


The Raise Guarantee is a guarantee for the purchase price of the gift cards that spans 100 days from the date of purchase. Any issue the customer has with the gift card, as outlined in the Raise Guarantee, such as an incorrect balance, will be fully covered within the first 100 days from the purchase date. After that 100 days, Raise does not resell the gift cards, and the gift cards do not expire. Once the Raise Guarantee lapses, the only change that occurs is that the order is not fully covered if there is an issue. Customers are encouraged to utilize the full balance of the gift card within 100 days so that any issue that may occur can be fully covered.


Further contact was also made with the customer after they had spoken with a supervisor from our Member Services Team, and a Raise Rewards credit total of $75 was offered at that time, as we do understand that this is a most unfavorable situation. Unfortunately the 100 Day Money-Back Guarantee does not cover requests for review on an order received outside of 100 days from the purchase date. For that reason, we are unable to provide the customer with a refund or replacement gift card.


We would like to sincerely apologize to the customer for the inconvenience in this situation and would like to consider the issue resolved at this time.

Consumer Response:


Complaint: ********

I am rejecting this response because:

I do not think offering $75 for a $365 gift card is an adequate solution. There are several complaints of this same nature made about this company. I think the company is aware of the fraudulent use of the gift cards they sell and should accept responsibility. I also question of the company itself is reselling the gift card numbers after their 100 day policy. Money from gift cards doesn't just disappear and that is exactly what is happening way to often with gift cards purchased from Raise. 

Sincerely,

****** ******

Business Response:

After again reviewing BBB complaint number ******** we are, unfortunately, unable to provide the customer with a different resolution.


Raise only sells gift cards on the marketplace one time to one customer and there are tools in place to make sure that a seller does not attempt to sell the same gift card on the marketplace a second time as well. As a member to member marketplace these gift cards are essentially previously owned and the reason that the Raise Guarantee is in place to protect the customer’s purchase price for the first 100 days from the purchase date.


We have been able to confirm that the gift card status was closed by the brand, ****** through conversation with a CSR through ****** This is information that the customer can also obtain through conversation with the brand. This was a decision made by ***** and not a decision made by Riase. As the customer brought this to the attention of Raise outside of the Raise Guarantee period, Raise is not responsible for requests brought to our attention outside of the first 100 days from the order date.


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.

7/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I paid for a $25 e-gift card. The e-gift card has never been used... I was giving it as a gift. When we checked the balance it had been used several times and the balance was $7.73. I called the business ******** that the card was for, they ran a check and said that the number on my e-gift card belonged to a person who owned the physical card and had been using it scanning the card. I live in Mobile, AL and the card was being swiped in Michigan. Because it's over 100 days they will not make my $25 card good.

Desired Settlement: To replace my card that actually belongs to someone else with a card that I can use. I don't feel right even using the balance of $7.73 knowing that someone actually owns the physical card, that I was issued an e-gift card for. Or Refund the price I paid for the card which was $15.. I had a $5.00 credit that was used as a new customer.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


On December 2, 2015 the customer purchased a ****** gift card with a balance of $25.00 and a purchase price of $20.00, that ended up costing $15.00 after rewards were used, from Raise.com. The customer then contacted Raise Member Services on July 14, 2016 and expressed to the serving agent that the gift card only had $7.73 available. At this time, the serving agent informed the customer that the order fell so far outside of the Raise Guarantee that no further action could be taken on the order and offered the customer a promotional code for a future purchase.


While there is no expiration on the gift card, the Raise Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase. As this gift card was not brought to the attention of the serving agent until well outside of the Raise Guarantee, a refund could not be offered to this customer. The guarantee period of this order lapsed as of March 11, 2016.


We would like to sincerely apologize for this inconvenience in this and look forward to better serving the customer again in the future.

7/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought several gift cards from raise.com that mysteriously disappear during the process of using the cards. Every gift card that was bought from the site that was not used in the entirety before the 100 day guarantee was wiped clean at that time. This site is a total scam and it does not happen for awhile so at first you think its legit. When contacting the company about the issue all they say is they have nothing to do w/ the cards they sell and can not resolve the problem. I had over $500 in gift cards removed w/ no resolution other than they can give me a $10 credit. Wow just wow is all I can say. I learned my lesson but hate to see others lose their money like I did.

Desired Settlement: I would like exchanges for the gift cards they wiped out after the 100 days as they have no expiration date.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


On November 8, 2015 the customer placed an order for two *****’s gift cards, one with a balance of $50 and the other with a balance of $25. The customer then contacted Raise Member Services on July 9, 2016 to express that the gift cards did not work at the restaurant. At that time, the serving agent expressed to the customer that the gift cards fell so far outside of the 100 Day Guarantee that no further action could be taken on the order.


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. As this order was brought to the attention of the Raise team outside of that period, we are unfortunately, unable to provide the customer with a replacement for these gift cards.


Within the phone communication between the agent and the customer, the customer was also offered a Raise Credit of $10 to use towards the next order on Raise. This credit is currently in the customer’s account to use at their convenience.


This is the only gift card issue outside of the Raise Guarantee that the customer has contacted Raise regarding, and if there is anything else they would like to have us look into, even outside of the guarantee period, we would be happy to do so. The customer can contact Raise by calling in or reaching out via email to ******************


We would like to sincerely apologize for the inconvenience and look forward to better serving the customer again in the future.

7/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made two purchases of gift cards for future use from Raise.com and when I tried to use them, they had $0.00 value. The first was order #********** for a $50. *********** gift card, purchase price $37.00. Other purchase was order *********** for a $25. ****** Gift Card, purchase price $20.88. Neither card had any value when I tried to use them, I suspect some type of fraud is involved.

Desired Settlement: I would like a refund of my purchase price of $57.88 as these cards were not supposed to expire and I assumed the purchase value would be as advertised when I decided to use them.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order numbers, it appears that the current resolution is warranted.


The customer placed two orders on Raise.com that are being referred to in this complaint. The orders were for an *********** gift card and a ****** gift card.


The *********** gift card, unfortunately fell too far outside of the Raise Guarantee when the customer contacted Raise, and no further action could be taken on the order. 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.


The ****** gift card, however, was reviewed by our Gift Card Support Team, and a full refund of the purchase price was completed as of July 15, 2016. This refund will be reflected on the customer’s original payment source in 1-3 business days.


The Raise Guarantee is in place to protect the customer’s purchase price, but when an order falls so far outside of the guarantee period, we are not always able to provide the requested resolution. A strict time frame is held for the Raise Guarantee, and any requests received outside of this time period will be reviewed, but we do encourage customers to utilize the gift cards within the guarantee time frame so that we are able to fully assist if an issue ever does occur.


We would like to sincerely apologize for any inconvenience this has caused the customer and look forward to better serving them again in the future.

Business Response:

After again reviewing BBB complaint number ******** we are, unfortunately, unable to provide the customer with a different resolution.


As the Raise Guarantee for the *********** gift card has lapsed, we are unable to have further investigation done on the order. We do understand that this is an inconvenience to the customer and would like to extend to him a $10 Raise Rewards credit to use toward a future purchase. This credit will automatically apply to the customer’s next purchase and does not require a promotional code to be used.


We would like to again apologize for this inconvenience and would like to consider the issue resolved at this time.  

Consumer Response:


Better Business Bureau:

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

I will no longer purchase gift cards for future use from Raise.com unless they improve the safety of their marketplace

Sincerely,

**** *******

7/23/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I sold my 2 e-gift cards from ***************, totaling $500 dollars, I provided the codes for the cards and the pins. They offered to give me $196.44 for each one of them, totaling $392.88, I sold them via their website because they promised an easy way to get paid, via ****** or ACH. After my cards sold i tried to withdraw the $392.88 and the website say "At this time, you are unable to withdraw funds", and been like this for a week. I tried talking to them on Saturday and they told me they will process my funds after asking me to upload my ID, and then said my money would be available on my ****** on Wednesday and nothing happened. Contacted them today again via chat and they cant resolve the issue. I emailed them too 4 days ago and no response. I Just want my money since they already took my cards, and now they dont want to pay me, and this is stealing and scam. Please help.

Desired Settlement: I Just want that Raise send my funds totaling $392.88 to my ****** address that they already verified. my ****** email is ***********@gmail.com. If this cant be resolved here then I will take this matter onto my attorney.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding Raise account, it appears that the requested resolution has been provided to the customer.


The customer sold two gift cards on Raise.com and when payment was attempted to be requested, the customer was unable to do so. There was a discrepancy in the customer’s address which caused a disconnect in the payment withdrawal function which prevented the customer from requesting payment. As this is not something that we are able to change on our end, an agent from our Seller Support Team reached out to the customer to rectify the situation. The customer disconnected from the agent and the team was unable to connect with the customer again to work through the issue.


The Seller Support Team worked on our end to address this discrepancy to make sure that the customer was able to receive payment for the gift cards that were sold. As of July 13, 2016, the payment was confirmed as successful on our end and the customer should have received his payment at this time.


We sincerely apologize for the trouble and would never want to keep a customer from accessing their funds. At this time we would like to consider the issue resolved and are happy to have provided the customer with the requested resolution.

7/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Gift Card in November and just went to use it (June) and found out my $175 gift and I spent $150 on was stolen from me, it had already been redeemed. Raise told me tough luck, it's out of the warranty time frame. They said they would not look into the matter further and offered me a $5 off $50 coupon. I do not feel this is an acceptable remedy to a long time customer who has spent thousands of dollars as Raise. If it was $20 yeah I'd chalk it up to bad luck, lesson learned, but as this stands I will never purchase from Raise again and will be recommending my friends the same. I am out $150 and no Gift Card. I have never had a complaint or issue before, I am obviously not a scammer. A business that makes as much money as you must, should be able afford to once in a while do the right thing to the consumer and fix something "outside of the warranty". I have worked in retail and also as a manager at a hotel so I understand these things. I guess I will be contacting the company myself to see if I can find out more information about who redeemed my card and when, since Raise was less than helpful and less than apologetic.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


On November 19, 2015 the customer purchased an ******** ***** ********** gift card from Raise.com with a balance of $175.00 and a purchase price of $154.42. The customer then contacted Raise Member Services on June 27, 2016 and expressed through email that the gift card had a $0 balance when she went to redeem it. At this time, the serving agent responded and explained that the order fell outside of the 100 Day Money-Back Guarantee and no refund or replacement card could be offered.


The serving agent did provide the customer with a promotional code to use toward a future purchase in the email as well. We do understand that this is a sizable amount of money and would like to also offer the customer $50.00 in Raise Rewards credit. Our sincerest apologies go out to the customer that this happened to the gift card and would like to offer this credit as recompense. As it is outside of the Raise Guarantee, we are unable to provide a full refund for the purchase.


This credit has been deposited into the customer's account and will apply automatically to the next purchase made on Raise.


We do hope that the customer finds this an acceptable resolution and look forward to serving her again in the future.

7/22/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Raise refuse to refund fraudulent gift card sold under order R561721644. Gift card was used on June 2 for the amount of $108.00 and was bought for $269.50 (balance $350.00). There was suppose to be a balance of $161.50 but it was closed on June 8 by **** Customer service.

Desired Settlement: Refund the remaining balance paid of $161.50

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the customer has received the requested resolution.


On May 13, 2016 the customer made a purchase on Raise.com for a **** (In Store Only) gift card with a value of $350.00 and a purchase price of $269.50.


The customer contacted Raise Member Services on June 24, 2016 and expressed to the serving agent that the gift card did not work as intended. A portion was utilized and the other portion was frozen on the gift card according to the customer.


At this time the order was escalated to the Gift Card Support Team due to the confusion with the balance that had been utilized.


As of July 8, 2016 the customer was refunded for the amount of the card that was unable to be redeemed. We 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**** 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.

7/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Made a purchase of a gift card on Raise.com on 12/17/2015 for $200 but when my friend tried to redeem it on 7/4/2016, there was $0 balance.

Desired Settlement: Refund for my order **********

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


On December 17, 2015 the customer purchased a ********** ******* gift card with a value of $200.00 and a purchase price of $166.90 from Raise.com.


The customer contacted Raise Member Services on July 5, 2016 and expressed to the serving agent that the gift card had been given as a gift and was not accepted when redeeming in the restaurant. At this time the customer was notified by the serving agent that no further action could be taken on the order as it fell outside of the 100 Day Money-Back Guarantee.


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. We understand that this is an unfavorable situation for the customer and would like to offer our sincerest apologies. The Member Services Team did also offer the customer a credit of $10 to be placed in the customer’s Raise account as recompense.


The Raise Guarantee is in place to protect the customer’s purchase price for the first 100 days after the date of purchase. After that date, we are happy to look into the gift card but cannot guarantee a refund in the same way we would within first 100 days. In this case, the Raise Guarantee for this order, unfortunately, lapsed as of March 26, 2016.


We would again like to apologize for this inconvenience and look forward to better serving the customer again in the future.

Consumer Response:
Complaint: ********

I am rejecting this response because: the 100-day was not specified in the gift card. On the contrary, it says it will never expire

Sincerely,

***** ***

Business Response:

After again reviewing BBB complaint number ******** we are, unfortunately, unable to provide the customer with a different resolution.


The 100 Day Money-Back Guarantee is in full effect for the first 100 days after the purchase date. This means that this order was guaranteed a refund or replacement gift card, if an issue was found, up until March 26, 2016. After this time frame, the order was no longer housed within the Raise Guarantee.


While the voucher itself does not show the worlds of the Raise Guarantee, this information is presented to all customers in their order receipt as well as order confirmation. It is also available to view on the Raise home page, and must be agreed to by customers in the Raise Terms and Conditions when signing up for an account.


We understand that this is an unfavorable situation, but are unable to take further action on the order due to how much time has passed since the Raise Guarantee lapsed. For this we extend our sincerest apologies.

7/21/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a gift card through raise order #**********. When trying to use it it said it was not a valid card. I emailed them which they did not respond to. I called them and they said they were sending me a check. When a month passed and I had not received a check, I called again and they said to wait longer- I waited another 2 weeks and called back and they still did not know and told me to wait again. It seems like this is a common problem after reading the reviews on here. It also seems like this is something they do regularly- send out gift cards that do not work or are not activated and then try to keep your money despite their 100 day guarantee

Desired Settlement: Money returned as requested.

Business Response:

After receiving BBB complaint number ********* we were able to review the order in question.


On April 20, 2016 the customer purchased a ******** gift card from Raise.com with a value of $100.00 and a purchase price of $80.00 for which $75.00 total was paid after Raise rewards were used on the purchase.


As the customer used a prepaid card to make the purchase, a check refund was requested. The check was sent to the customer on June 8, 2016. The check may have met a hold up in the post office, as the check was issued by Raise on the previously mentioned date. We understand that this can be an inconvenience, but a check has a 45 day holding period where it cannot be canceled without extended fees for the customer.


This check having been issued on June 8, 2016 will be voided on July 23, 2016, at which time a new check can be issued to the customer. We will follow up with the customer so that she does not need to take any further steps as we understand that this has already been an inconvenience.


We would like to sincerely apologize for the inconvenience and look forwarding to better serving this customer again in the future.

Consumer Response:
Complaint: ********

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 BBB and ****** reviews.

Sincerely,

****** *****

Business Response:

After again reviewing BBB complaint number ********, we are sorry that we are unable to provide the customer with an immediate resolution.


We have confirmed that the check was sent out, and apologize that we are unable to provide the check number as this is information that is held by our Financial Team and not distributed to other teams.


We will gladly reach out to the customer on the date that we are able to reissue the check and have it taken care of for the customer. If the check had not been sent out there would be no waiting process, but as it has, we do need to wait until July 23, 2016 when the check will go void and the check can then be reissued.


Our sincerest apologies go out to the customer regarding this check, and we will gladly follow up with her to confirm that this is all resolved.

7/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a discounted gift card for ****** Home Improvement Center in the amount of $196.31 for $173.73. The purchase was made on the website raise. com on January 19th, 2016. I purchased a second gift card for ***** again on 5/10/16 for a lesser amount. I finally got the opportunity to use both gift cards 5/18/16. When I went to use the first gift card, I was advised that the balance on the card was only $4.75. I called Raise & spoke to customer service. They advised me to mail the card in to them & even provided return shipping. I mailed the card back & waited 2 weeks without an answer. I called in again yesterday & was told I would receive an answer via e-mail by the end of the day. The e-mail I received states that I am outside of the Raise 100 day guarantee & that nothing can be done.

Desired Settlement: I would like a refund of the $168.98. This is the $173.73 purchase price minus the $4.75 I was able to use.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


On January 19, 2016 the customer purchased a ****** (In Store Only) gift card from Raise.com with a value of $196.31 and purchase price of $173.73. The customer then contacted Raise Member Services on May 19, 2016 and expressed to the serving agent that the card had the incorrect balance when it was redeemed in store. The 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 order. 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. For this particular order, the Raise Guarantee had lapsed as of April 28, 2016. 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 action. Regrettably, we were not.


We would, however, like to offer the customer a Raise credit of $20.00 to be used toward a future purchase, as recompense for this issue. The $20.00 is now available in the customer’s Raise account to use toward a future purchase. The credit will automatically apply and no promotional code is necessary to make the purchase.


We would like to sincerely apologize for any inconvenience this has caused for the customer and look forward to serving him again in the future.

Consumer Response:
Complaint* ********

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

Sincerely,

******** *****

Business Response:

After again reviewing BBB complaint number ******** we are, unfortunately, unable to provide the customer with a different resolution.


The order for this ****** gift card fell outside of the Raise Guarantee as of April 28, 2016; unfortunately outside of the 100 Day Money-Back Guarantee, we are unable to take further action on an order. We do understand that this is an unfavorable situation and this is the reason the $20 Raise Rewards credit was offered to the customer.


We do not want to fault the customer, but like with any guarantee, there is a strict time frame. Beyond the 100th day from the date of purchase we are unable to provide a refund or replacement card.


As a member to member marketplace, the gift cards are purchased across the platform from other customers. This being the case, the gift cards are previously owned. This is the reason there is the Raise Guarantee to protect the customer’s purchase price for the first 100 days from the date of purchase.


For this inconvenience we would like to sincerely apologize, and would like to consider the issue resolved at this time.

7/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered ******* gift cards from raise.com with a $200 face value and a $25 face value. Both of them have zero balance on the gift cards when I tried to use them. Raise.com refuse to credit me back. This is fraud and they are cheating customers. I had very bad customer service experience. I hope that BBB can investigate and resolve this issue.

Desired Settlement: I need raise.com to refund me the money that I spent on the gift cards that I purchased with 0 balance.

Business Response:

After receiving and reviewing BBB complaint number ********, and the corresponding order number, it appears that the current resolution is warranted.


On February 2, 2016 the customer purchased three ******** gift cards from Raise.com. The customer reached out to Raise Member Services on June 3, 2016 and expressed that two of the three gift cards had not worked as expected. The 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 100 Day Money-Back Guarantee. During the same phone call, the customer was offered $35 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 100 days after the date of purchase. For this reason, we are unable to provide further assistance on the order. The $35 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.

Consumer Response:


Complaint: ********

I am rejecting this response because:

First, I never saw there is a 100 guarantee rule mentioned anywhere on the website, or in my order confirmation email, at least it's not something that obvious to see. You might include it somewhere in a fine fine print to trap the customer on purpose. Secondly, the two times you mentioned are totally wrong. My 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 100 days. I think I made myself pretty clear during the phone call that I refused to accept your $35 credit as a compensation, which is nothing comparing to $170 loss that incurred to me. As a customer, i just want to let you know that cheating customer is not the right way to do business. It is FRAUD. It will hurt your business on a long run. Be smart please. It'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,

******* **

Business Response:

After again reviewing BBB complaint number ********, we are, unfortunately, unable to provide the customer with a different resolution.


We apologize for the mistake in the original response, and do see that the purchase was made on February 18, 2016 and not on February 2 ,2016 and hope this did not cause any confusion. This does, however, not change the resolution.


Our records indicate that this first contact made by the customer to Raise regarding trouble with these gift cards, was on June 3, 2016, at which time the customer spoke with an agent as well as a supervisor on the Member Services Team. They did relay, at that time, that the order could not be refunded and a replacement could not be offered, due to the time that had lapsed since the Raise Guarantee had passed for the order.


We do understand that the customer had declined the Raise credit when it had been offered. It was placed into the account in the case that the customer would like to utilize it at any time.


The Raise Guarantee is located on the Raise homepage main screen and, it is also on the bottom of the Raise Order Delivery Receipt right below the order total. There is also a full page devoted to the Raise Return Policy that can be accessed through the menu on the Raise homepage.


We hope that this information has been helpful and again apologize for the inconvenience.

7/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When to ***** ***** in Honolulu, Hi and during checkout, manager ****** came over to alert me the e-vouchers I was trying to use were stolen and any others will become void as it was in their system. He confiscated the ones I had. **** ******* **** ********* ** * ***** ********

Desired Settlement: I want a refund as these were stolen and would/could not use any remaining e vouchers that I have.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the resolution offered to the customer by our Member Services Team, is the warranted resolution.


On November 9, 2015 and November 14, 2015 the customer placed orders for ***** ***** gift cards. The customer then contacted Raise Member Services June 17, 2016, via email, to express that the gift cards were not accepted at the store. A response was sent by the serving agent explaining to the customer that we are, unfortunately, unable to offer a refund or replacement for these gift cards as they fall outside of the 100 Day Money-Back Guarantee.


While we are unsure why ***** ***** would have told the customer that all of the gift cards were stolen. We do know that ***** ***** had a recent change in their gift card policy and will only accept physical gift cards and not the voucher version of the card. This was a change in policy made by ***** ***** and not by Raise.


As the order falls so far outside of the Raise Guarantee, regrettably we are unable to offer the customer a refund or replacement for these gift cards. Had the issue been brought to Raise before the Raise Guarantee had lapsed for these order, we would have been able to offer further assistance.


We would like to sincerely apologize for this inconvenience and look forward to serving this customer again in the future.

7/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On or about November 15, 2015, I purchased from www.raise.com 4 gift cards totaling $800 for a Merchant by the name of Dave & Busters (the "D&B G/C"). These gift cards were not the only ones I purchased in that order (Raise Order #***********; in fact, the other gift cards I purchased also had issues and I needed to be refunded to me, as they had no money available on the gift cards. When I attempted to use the D&B G/C, I was told they had no value. I contacted Raise about my issues and they stated I was outside the "time frame" to receive a refund and were willing to offer me $50 for my troubles. Unfortunately, my troubles totaled $665.36, which is what I paid for the D&B G/C. I spoke with ***** **** (Supervisor) & **** at Raise, trying to resolve the matter, and when I was not able to resolve, I informed them I would be contacting the BBB. This merchant should credit me the amount I paid for the D&B G/C since they had no value. This is not my first time having an issue with this Merchant, but rather the first time Ive had an issue of this monetary magnitude. I am sure consumers have issues with this Merchant and not getting their money back for stale or gift cards with no balance. I want a full refund for the amount I paid for these gift cards from Raise. Raise should then seek to get reimbursed from whatever party sold the card through their website. At the end of the day, the responsibility falls on the Merchant to make sure the consumer is not defrauded, as I was.

Desired Settlement: Refund in the amount of $665.36, as well as a formal written apology from Merchant for the inconvenience I have had to experience to obtain this result.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


The customer purchased four **** * ******** gift cards from Raise.com on November 13, 2015, all containing a value of $200.00 for a purchase price of $166.34 each. At the time the purchase was made, the gift cards were confirmed as each having a full $200.00 balance ready and available to use.


On June 23, 2016 the customer reached out to Raise Member Services and expressed to the serving agent that the gift cards had not worked when redemption was attempted. The serving agent explained to the customer that the order fell outside of the 100 Day Money-Back Guarantee period and that a refund could not be provided. After speaking with the agent, the customer was transferred to a supervisor on the Member Services team who also explained the Raise Guarantee to the customer and offered $50.00 as recompense for the issue.


While we understand that this is an unfortunate situation, as the order falls so far outside of the Raise Guarantee, we are unable to provide the customer with a refund for this order.


We would like to sincerely apologize for this inconvenience and look forward to serving the customer again in the future.

Consumer Response:


Complaint: ********

I am rejecting this response because this is an unacceptable resolution, nor does the so-called should there be a limit on a "money back guarantee".  If you are offering a service, from a third party, you (Raise) should be held completely responsible.  There is no 100 day statute of limitation on being defrauded by a company, as I have, and neither does an offer of $50 compensate for the amount I spent.  I advised Raise that while they would not be able to get this money back from the third party (for whatever internal reasons they had and didnt advise), that I should have at a credit on my Raise account to purchase other gift cards totaling the amount that I PAID FOR GIFT CARDS.

Another acceptable form of resolution would be for Raise to reach out to their member data base and see how many customers like myself have been defrauded by purchasing gift cards and later them having no balance on the card.  Again, this is not my first issue with Raise.  I have purchased many gift cards in the past that have either had no balance (within their money back guarantee time frame) and I have been EMBARRASSED while attempting to use them and then find out they had no money one them (at which point I had to pay for services at a time I thought I had a gift card to cover my expense); or I have partially used a gift card and then later tried to re-use it and was met with the same problem.  Either within or outside of their so-called "guarantee", they have to have a better system in place to protect the consumer - and THEY ARE NOT DOING THAT.  The public needs to be aware and alerted of what is going on - as there may be others out there and dont know how to proceed with getting their matters resolved.

Again, if Raise credits my account for the entire amount purchased for the **** ** ******* gift cards, wherein I can purchase another gift card (for immediate use), then I will be satisfied and consider this complaint closed.  Otherwise, I will continue to pursue this matter, including finding a way to notify other Raise consumers in the hopes of a class action resolution.


Sincerely,

******* ******

Business Response:

After again reviewing BBB complaint number ******** and the corresponding order number, we are able to provide the customer with a different resolution.


As a one time courtesy, we have refunded the customer for all four of the **** * ******** gift cards. Usually we are unable to provide a refund outside of 100 days from the purchase date, the time period of the Raise Guarantee, but in this case we are happy to make this exception.


An email confirmation has been sent to the customer regarding the refund, and it will show on the customer’s original payment source in 1-3 business days.


We appreciate the customer’s patience throughout this resolution and hope the better serve them again in the future.

7/6/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased gift cards from this vendor at a discount. Instead of receiving the gift cards with value for my money, the gift cards were used. Raise only guarantees the value of the cards for 100 days. That's a breach of contract. I did not receive the benefit of my bargain. I paid money and got nothing in return. The cards were two ****** gift cards for $25 each and a ****** Donuts card for $45. I proved to Raise by an email from ****** that I was not the redeemer of the ****** cards and yet they did nothing. I told raise I had used $2.11 of the $45 ****** card. I was honest. Again, I was stiffed because I learned that the seller/defrauder used the cards after 100 days. There is nothing to prevent any dishonest person to sell a gift card on Raise and then redeem the value on day 101 with no repercussion. Raise is complicit in that fraud.

Desired Settlement: I simply want my money back.

Business Response:

After receiving BBB complaint number ********,  we were able to review the orders again and offer a solution to the customer.


On November 23, 2015 the customer made a purchase for a ****** ****** gift card and on July 25, 2015 the customer made a purchase for two ****** gift cards.


The customer contacted Raise Member Services and expressed issues with all three of the gift cards well outside of the Raise Guarantee for both orders. 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.


After reviewing the customer and his record with Raise we would like to offer a one time courtesy for these orders. As they are outside of the 100 Day Money-Back Guarantee, we are unable to provide a refund, but we are happy to offer the customer Raise Rewards credit in the amount of $86.46. This credit has already been placed into the customer’s account and will automatically apply to the next purchase made on Raise.


We would like to express that this is a one time courtesy and encourage the customer to utilize the gift card funds within the first 100 days whenever possible.


We would like to sincerely apologize for any inconvenience this has caused and hope that the customer finds this a suitable resolution. We look forward to serving him again in the future.
Tell us why here...

7/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a ********** ****** gift card from Raise and sent it as a gift to a friend of mine. She tried to use it and it wouldn't work at the store. I contacted raise because the card was "invalid" when I checked at ********** ******** website. Raise told me this was outside of their 100 days and to contact ********** ****** directly. I called ********** ****** and they me this gift card never had a balance as they had issues processing the credit card of the gift card's original purchaser. I relayed this information to Raise and said that there is proof that this card never worked in when it was sold to me in the first place so they should refund my money, however they again declined stating it was outside of their 100 days. I feel that if the vendor of the card confirmed that it never had a balance to being with, Raise should refund my money as I basically just gave Raise money for absolutely nothing in return.

Desired Settlement: Refund or just issue me a gift card of the same value.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


On November 8, 2015 the customer purchase a ********** ****** gift card from Raise.com with a value of $200.00 for a purchase price of $162.00. The customer then contacted Raise Member Services in June of 2016 and expressed that the gift card did not work as expected.


We were able to confirm through our records that the gift card did have a full and valid balance at the time of purchase from Raise by the customer. While the merchant has expressed otherwise, we do understand form communication from the brand, that once a gift card has been closed down, they do not always retain information on when the funds were added or removed.


The customer was informed after contacting Raise Member Services, that the order could not be refunded as it falls outside of the Raise Guarantee. Once the Raise Guarantee has lapsed, we are unable to offer a refund or replacement in the same way we would within the first 100 days from the date of purchase.


That being the case, we would like to sincerely apologize as we are unable to provide the customer with a refund or replacement card due to the length of time since the 100 Day Money-Back Guarantee ended for this order.


At this time we would like to consider the issue resolved and look forwarding to serving the customer again in the future.

Business Response:

After again reviewing BBB complaint number ********* we are, unfortunately, unable to provide the customer with a different resolution.


The gift card that the customer purchased, at the time of purchase on November 8, 2015, had a full and valid balance available for use. When the customer did contact Raise in June of 2016, we were able to confirm that the gift card could no longer be used. What the email that the customer is referencing means, is that brands may choose to deactivate a card if they think that there is something wrong with the purchase. This oftentimes happens incorrectly, and unfairly, due to the brand’s choice. Within the Raise Guarantee, we are able to offer resolutions for this or any other situation, when the order falls within the first 100 days after the date of purchase.


Unfortunately, the order falls outside of the 100 Day Money-Back Guarantee, so we are unable to provide the customer with any further action on the order. It is expressly stated in the Raise Guarantee that requests for review received outside of 100 days from the purchase date, will not be honored.  


We would like to apologize as we understand this is an unfavorable situation and consider the issue resolved at this time.

Consumer Response:


Complaint: ********

I am rejecting this response because:

 

I don't feel that if the vendor cancels the card and it was purchased from Raise that the consumer should be responsible for the damage. That's something Raise should work out with the vendor or put a disclaimer on their website warning that gift cards may have no value after 100 days. Based on Raises policy, gift cards can be active for 100 days and can be immediately deactivated at day 101 with absolutely no responsibility from Raise. This is misleading to the consumer as Raise's website claims gift cards never expire. Gift cards being "deactivated" vs "expired" shouldn't be a technicality that Raise leans on to absolve them of the consumer experiencing the exact same outcome (an unusable card which was paid for in full).


Sincerely,

***** ***

7/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is a two fold issue - first is I purchased a ****** gift card and nowhere before purchasing did it say you could not check balance without being in the store. I wasted probably 15 minutes or so trying to get the balance of the gift card Raise sold me before sending somebody into the store for me, I had surgery recently and am not out and about doing my normal errands. I wanted to verify the amount stated was the amount on the card. I spent 23 minutes on chat with ***** who told me "I will certainly express your concerns right away and we will reach out to you as soon as we have more information for you." Well after a week of not hearing back I sent an email in and after a few days back got an email back from ***** stating there's nothing else they can do to help me. They refused to let me return the gift card for a full refund, even though I found out about the'' extra strings' attached AFTER purchase. And their website states "Our marketplace is built upon the concept of trust.' not my experience whatsoever.

Desired Settlement: I would like one of the following: a partial refund or store credit for all the hassle/time wasted and the deception by Raise - I bought this gift card and saved less than $3 off the total price...all of the time wasted trying to get a resolution dealing with very poor customer service AND the fact that the only way to verify the balance is to physically go to the store (which was NOT stated as a disclaimer online)

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


On June 4, 2016 the customer made a purchase on Raise.com for a ****** (In Store Only) gift card with a balance of $30.89 and a purchase price of $27.96. The customer then contacted Raise Member Services on June 12, 2016 and expressed to the serving agent that she could not check the balance of the gift card without going into the store. The serving agent expressed apologies to the customer but informed her that ****** (In Store Only) gift card balances must be checked in the store and a refund cannot be provided for a gift card that has not incurred an issue.


The customer is correct in that this information is not disclosed about the particular listing as all of the gift cards have different means to check the balances, so it is not particularly mentioned for this brand, nor is balance check information listed for any of the other brands on Raise. ****** (In Store Only) is not the only brand of gift cards that requires other means than a balance checker online to check the balance.


The Raise Guarantee covers all gift cards that have an issue within 100 days from the purchase date, but as this gift card is still fully valid, and the customer is dissatisfied with the means of checking the balance, we sincerely apologize, but under the 100 Day Money-Back Guarantee, we are unable to provide a refund for a valid gift card.


If the customer were to experience any kind of issue when redeeming the gift card, we would be happy to resolve the issue at that time. As it stands, we would like to sincerely apologize for any inconvenience this has caused the customer, and would like to consider the issue resolved at this time.

Business Response:

After again reviewing BBB complaint number ******** and the corresponding order number, we are, unfortunately, unable to provide the customer with a different resolution.


As previously mentioned, not all gift cards can be checked before heading into the store, and for this we sincerely apologize. This is the choice of the merchant for that type of card, unfortunately.


The Raise Guarantee does not allow for refunds on a valid gift card, but if the gift card were to be of any trouble once redeemed in the store, we are happy to cover that under the Raise Guarantee.


As the customer has been through an extended amount of communication we have placed $10 in her Raise account to use toward a future purchase. The credit will automatically apply to the next purchase made on the Raise account.

At this time we would like to consider the issue resolved and look forward to better serving the customer again in the future.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that while the issue was not resolved as hoped for, an acknowledgement and credit was issued. I appreciate this. 

Sincerely,

******** ********

6/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, I tried to use my gift card purchased on Raise.com and I was shocked to realize that the gift card balance was 0 and I never used the gift card. Apparently someone on April 24 2016 used the remaining balance of my gift card for a total of 415.77 that I did not authorize. I called raise.com to confront them on this and they told me that there is nothing they could do. I told them that I even did my own investigation and determined that it was used on April 24 for 415.77 at ***** ***** and I request that they do an investigation or provide me with the indvidiuals name who sold me the gift card so I could take him to small claims court and they flat out refused. The seller of my card is a crook and reused my gift card. I am extremely disappointed. I bought a large value card from raise thinking that I could trust the sales process.

Desired Settlement: I would like a partial refund minus what I actually spent on the gift card.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted, but we are happy to provide the customer with a one time courtesy.


On December 30, 2015 the customer purchased a Hyatt House gift card with a value of $500.00 for a purchase price of $459.38 for which the customer paid $445.60 after using a promotional code on the purchase. The customer then contacted Raise Member Services on June 1, 2016. At this time the serving agent explained to the customer that this order fell outside of the Raise Guarantee so no further action could be taken on the order.


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. In this case, we have provided the customer with a one time courtesy and have partially refunded the order for $381.99.


This amount will be seen on the customer’s original payment source in 1-3 business days. A confirmation email has also been sent to the customer and if there are any questions, he can feel free to respond directly to that message.


We hope that the customer will find the refund a suitable settlement, and we look forward to serving him again in the future.
Tell us why here...

6/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I planned to purchase an item at ****** which was on clearance, so I wanted to make a same day purchase. I had never used Raise.com before but decided to try it out to save a few extra dollars. Their website says that orders may take 24 hours before access is provided to a gift card. That timing did not work for me because I needed to make a same day order. When I talked with their customer service representative on the phone, he informed me that I would receive access to the gift cards momentarily so I confirmed the purchase on that phone call. Hours passed without receiving the cards. I decided to contact customer service to cancel the order since it was not being processed in a timely manner consistent with my conversation with their customer service agent. Approximately 18 hours later (and the day after I placed the order), I received an email stating that my order had been processed and that I now had access to the cards. I immediately contacted their customer service to explain that I requested cancellation of the order before the order was processed. Their response: Sorry all sales are final. I emailed again and explained that the delay in processing the order was inconsistent with the statements made by the customer service representative on the phone before I confirmed the purchase. Their response: Sorry all sales are final.

Desired Settlement: I would like a refund. The cards are unused (ie as transmitted to me by Raise.com). I have not even clicked the links they sent me (in an untimely manner) with the card info. I needed the cards the day I talked with the customer service agent on the phone (as discussed above). I have no use for them now since they were not sent to me that day as promised.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted, however, we are happy to provide the customer with a one time courtesy.


On June 2, 2016 the customer made a purchase for five Lowe’s gift cards with varying purchase prices and values, on Raise.com. During the verification process the customer was asked to call in and verify some information before the order could be processed. While orders should process quickly, all orders can take up to 24 hours to fully process into the customer’s Raise account. As this information in readily available on the Raise Return Policy, this information may not have been reiterated on the phone with the customer.


A few hours after the phone conversation with an agent in the Order Processing Team, the customer sent an email asking for the order to be canceled if it did not process by 3pm that day. Once an order has been placed, Raise is unable to cancel the purchase. It is true that all sales are final. As the agent the email was sent to was out of the office for the day, the customer’s reply was not seen until after the order had already been processed.


The customer had been planning a specific purchase, and we do understand that it has been an inconvenience waiting for the gift cards and receiving them after the fact when all of the information may not have been clearly expressed over the phone. We are happy to provide the customer with a one time refund for the already processed and valid order.


We would like to advise the customer that the refund will take place within the week and a confirmation email will be sent once the process has been completed. An initial email of the process start has been sent as of today June 21, 2016.


We would like to apologize for the inconvenience and look forward to better serving this customer in the future.

6/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 8/24/15 I paid Raise.com $481.76 for $528.82 worth of value on ****** gift cards using my ***** credit card. The Raise.com order # is **********. ****** changed their policies related to gift cards sometime in the Winter/Spring of 2016. I have attempted to work with ****** on a solution in order to receive the value of the cards with no outcome. I have attempted to work with Raise on a solution in order to receive the value or the pur***** with no outcome. Each company, respectively, has told me that I’m out of luck; there is nothing that can be done.

Desired Settlement: Refund for the amount I paid- $481.76.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


On August 24, 2015 the customer purchased three ****** (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 ****** 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 ****** 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.

Consumer Response:


Complaint: ********

I am rejecting this response because:

If I understand correctly, Raise feels that the 100 day policy should relieve them of any responsibility to their consumer.  So effectively, a product that does not have an expiration date is only good for 100 days if purchased through this site and should be advertised as such.  

Where did the $481.76 go?

Respectfully,

****** ******

Business Response:

After again reviewing BBB complaint number ******** we are unfortunately unable to offer the customer a different resolution.


The 100 Day Money-Back Guarantee is in place to protect the customer’s purchase price, but much like a warranty, that is a strict time frame so we do encourage members to use the gift cards within that first 100 day period. While the gift cards themselves do not expire, Raise only guarantees the purchase price for the first 100 days. For that reason we encourage customers to use the gift card within that time frame, so that if an issue does occur, we are fully able to resolve the issue to the greatest extent.


When ****** changed their gift card policy and began to decline eGift/vouchers, in many cases, the money is still on the eGift/vouchers, but the merchant will not longer accept the currency. As the order is so far outside of the Raise Guarantee, we are unable to reach out to the seller for the physical gift cards.


For this and the inconvenience it has caused, we would like to sincerely apologize. At this time we would like to consider the issue resolved.

6/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Feb 12 purchased a discount American Eagle eGift certificate. Order R6******** paid $140 for the eGfit valued at $200. The eGift stated that it "never expires". Went to use the eGift on 5/28. Found value to be zero. Contacted American Eagle. They stated that on Feb 29 an order was placed from FL to ship items to GA and the card was 100% used and the account was emptied out. Contacted Raise with this information. We were 3 days over their 100 day policy. The eGift they sold us was completely emptied out 2 weeks after the sale. They refused to issue a refund. To us this is fraud. The only copy of the card remains on their server. No other way information could've leaked. We are holding them responsible, this is fraud.

Desired Settlement: Raise has been an outstanding company and we have bought thousands of dollars of cards from them. There has been some issues like there is always issues with any business. In the past they have always stood behind the products they sell and we have been very happy with them. We asked them again to review the facts and the fact that the card was used only two weeks after sale date and we happen to see its value of zero when shopping online only 3 days after the 100 day (if we count weekends and Holidays there is no specification on what their warranty includes).

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


The customer made a purchase, February 12, 2016, on Raise.com for an American Eagle Outfitters gift card with a value of $200.00 for a purchase price of $140.00. On May 28, 2016 the customer contacted Raise Member Services and expressed to the serving agent that the gift card had not worked for his purchase and that there were no longer funds available on the card. At this time, the serving agent expressed that the order could not be refunded as the order fell outside of the 100 Day Money-Back Guarantee.


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 May 22, 2016, and while the customer only contacted us a few days outside of the guarantee period, it is a strict time frame. For that reason the order cannot be refunded. Had the customer contacted Raise on or before May 22, 2016 a different resolution would have been reached due to the terms and conditions of the Raise Guarantee.


We would like to sincerely apologize to the customer for any inconvenience this may have caused and look forward to better serving him again in the future.

Business Response:

After another careful review of BBB complaint number ******** and the corresponding order number and email correspondence we would like to reiterate to the customer that the $75.00 credit was offered in regards to both of the orders, not just one.


The $75.00 credit offered to the customer by the Member Services supervisor was offered as recompense for both order R6******** and order R3********. This was expressly stated in the email sent to the customer by the Member Services supervisor which we will have him resend as well, just so that the customer has that information readily available.


We would like to apologize for any confusion and would like to consider the issue resolved at the time.

Consumer Response:


Complaint: ********

I am rejecting this response because:

Read my previous two responses.

Sincerely,

Fred ******

6/17/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a $50 gift card from Raise.com on June 8th, 2016 for ***** ******** for $46. I immediately tried to use the e-code at online checkout for an airline ticket, but was told that the gift card had a zero balance. When I went to ******* site to check my gift card balance, it said $50, but also that the status was of the gift card was "CLOSED" and that it was unusable. I alerted Raise.com customer service about this issue, and instead of issuing me a refund they said they would contact me in 10-14 days with additional information, without any assurances I would get my money back. This is not acceptable. I was sold a faulty product, and it is their responsibility to issue me a refund immediately in compliance with their "100 Day Money-Back Guarantee" advertised on their website.

Desired Settlement: I would like Raise to refund the $46 I paid for the non-functioning gift card code.

Business Response:

After receiving BBB complaint number ********, we were able to review the order and offer a solution to the customer.


On June 8, 2016 the customer purchased three ***** Air Lines gift cards from Raise.com. Each of the cards had a value of $50.00 and  purchase price of $46.00. The customer reached out to Raise Member Services on June 9, 2016 and expressed to the serving agent that one of the gift cards had a status of closed and could not be used to make a purchase. Upon receiving this information, the serving agent escalated the customer’s case to the Gift Card Support Team for further review.


Due to the type of gift card and the issue that occurred, the Gift Card Support Team needed to review the order before a refund could be processed. Currently the response time for the Gift Card Support Team is between 10-14 business days, but customers tend to hear back in under a week.


At this time, the customer has been fully refunded the $46.00 purchase price that was paid for the ***** Air Lines gift card. This refund will be reflected on the customer’s original payment source in 1-3 business days. A confirmation email will also be sent to the customer, to which the customer can reply if there are any further questions.


We would like to consider the issue resolved at this time and look forward to better serving the customer again in the future.

Consumer Response:
Better Business Bureau:

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

Sincerely,

**** ********

6/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a 300.00 gift card from them and went to use it only to show zero balance. I looked on their web site and found out this has happened to many people ! So far they won't give me my money back or my gift card !!! This needs to be shut down since this company is doing some illegal !

Desired Settlement: I want my money back since they have had it for a few month's ! It also won't show the date i bought it since that's how they make it difficult to file a complaint but guessing date

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the customer has already received the requested resolution.


On February 14, 2016 the customer purchased a ********** ****** gift card with a value of $300.00 for a purchase price of $232.11. The customer contacted Raise Member Services on June 8, 2016 and expressed that that gift card had a $0.00 balance when she went to use it. Orders that are outside of the Raise Guarantee are then forwarded to the Gift Card Support Team for further review. Currently the Gift Card Support Team has a 10-14 day response time.


The customer’s order was reviewed only a few hours after she had contacted Member Services, and the order was refunded for the full purchase price of $220.50. At the time the refund was processed, the customer received a confirmation email to the email address on her Raise account.


The Raise Guarantee is in place to protect the customer’s purchase price for the first 100 days from the date of purchase. After the guarantee period has lapsed, a refund cannot be offered in the same way it would have within the first 100 days. All of this information is available in the Raise Guarantee tab on the Raise homepage. Order receipts also have a direct link to this tab. All order receipts also house the date that the purchase is made which is also available in the customer’s Raise account by going to My Account > My Orders. Under the My Orders tab, the orders are all listed in order by the date they were purchased. Once the order is clicked on, the date is also available at the very top of the order page under the Order Information.


If the customer has any further questions, she is welcome to reach back out to us here at Raise through any of the current support cases that we have open with her.


At this time we would like to consider the issue resolved and look forward to serving this member again in the future.

6/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April 27, 2016 I purchased a gift card to *** **** with an amount of $100 (Order# **********) and when I went to use it in store the cashier informed me it was declined. I immediately called the phone number on the back to check the balance and it stated it had a zero balance on it. All emails I sent to Raise have not been returned with a solution.

Desired Settlement: I would like a refund of the money I paid for the card.

Business Response:

After receiving BBB complaint number ********, we were able to review the order and offer a solution to the customer.


On April 27, 2016 the customer purchased a Big Lots gift card with a value of $100.00 for a purchase price of $90.00. The customer then sent an email to Raise Member Services on June 7, 2016 expressing that the gift card was declined in the store and the hotline presented a $0 balance when called.


Unfortunately, the Member Services Team was unable to answer in a timely fashion and we are now happy to offer the customer a refund for the purchase price of the gift card. We are working to minimize our overall response time as to better serve our members. We understand that the extra time taken is an inconvenience, and it is our greatest priority to improve our communication with members.


The customer’s refund of $90.00 was processed as of June 14, 2016 and will be reflected back on the customer’s original payment source within 1-3 business days.


We would like to sincerely apologize to the customer for the inconvenience and the length of time before a response was received. At this time we would like to consider the issue resolved and look forward to better serving the customer in the future.

Consumer Response:
Better Business Bureau:

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

Sincerely,

********* ****

6/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This past weekend I went to ******* and used a $200 gift card that I purchased several months ago. The server came back and said the card was never activated, and they tried several times and also game me copies showing that it was declined. I was rather embarrassed, but mostly shocked to find out it was no good. I expect every card I purchase from you to be valid and good for the amount it says it’s for.

Desired Settlement: Full refund

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


On July 26, 2015 the customer purchased a ******** ***** gift card from Raise.com with a value of $200.00 for a purchase price of $155.40. The customer then contacted Raise Member Services via email on April 16, 2016 to express that the gift card could not be redeemed when attempted in an ******* ********** restaurant. ******** ****** gift cards can be interchanged with any of their participating restaurants. The serving agents informed the customer that the order was so far outside of policy that no further action could be taken on the order.


The customer called in after receiving this email response and the same information was relayed by a supervisor on the Member Services team during the phone call. The Raise 100 Day Guarantee is in place to protect the customer’s purchase price for the first 100 days from the date of purchase. Once that 100 day period has passed, Raise is happy to look into a gift card that has a problem, but a refund is not guaranteed in the same way that it is in the first 100 days.


In this case, the order falls so far outside of the Raise 100 Day Guarantee period, that no further action could be taken on the order. We would like to apologize for the inconvenience and consider the issue resolved at this time.

Consumer Response:  
Complaint: ********

I am rejecting this response because: their is a lie.  Can they send proof that it was a valid card?  I have proof that it was never activated and therefore never has any value. 

Sincerely,

***** *****

Business Response:

After receiving and reviewing the second rejection to BBB complaint number ********, we are, unfortunately, still unable to change the resolution for the customer.


All gift cards are checked multiple times before they enter a customer’s order and are processed. A gift card is unable to enter the marketplace if a balance cannot be confirmed on the card. We have record that this particular gift card entered the marketplace on July 21, 2015 and at that time was confirmed to have a full and valid balance. The customer then purchased the gift card on July 26, 2015, and the gift card was again checked, on that date, before the order could finish processing. During both of these checks, the gift card was confirmed to have the full and valid $200.00 balance. Had the gift card not held this balance, the order would not have successfully processed.


The message that the customer has received from the brand that the card was never activated can also mean that the gift card was closed down by the brand for various reasons. Some brands’ messages do not change depending on the status of the gift card. Our Gift Card Support Team has been able to confirm that this gift card was initially active when received by the customer, but that status was changed by the brand later on.


Due to the length of time that has passed since this order was placed and the time since the guarantee period lapsed, we are unable to provide further assistance on the order. 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.

6/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: It's a most terrible experience in raise.com. On 5/2/2016, I purchased 11 ****** giftcard (order ************, the next day, 5/3, the seller told me that it's shipped. I waited for 7 days, and tracking shows that it's not shipped at all. I have to call raise couple times to ask the status. after two weeks, the seller sent me another tracking number and told me that finally it shipped. On 5/20, I finally got my gift cards. Unfortunately, there are only 7 gift cards in the package. I call the customer service immediately and finally got refund for these 4 missing cards. On the same day, I went to ****** to check the rest of 7 cards' balance, there are two cards with ZERO balance. I have to call the service again and we found I received one card which are not in their selling list. The rep told me that I only need to ship back this different card and he would refund me another card immediately. But I didn't receive any refund after two days. I have to call again, then they told me that I need ship back both of cards with zero balance. I did that and after a couple days, they emailed me that they received it and ask me if I want check or raise credit. I said I want the check. Then wait for another one week, I asked them if they sent the check, they said they didn't as they are confused! excuse me? you have my email/phone number, you didn't ask and wait until I asked you?? Did I mention that I have to wait at least 30 minutes every time to call them? My cards got delay, got missed some, got zero balance, and can't get money back?? the service is totally terrible. I'm going to dispute my credit card for this transaction if my problem can't be resolved.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the customer has been provided the requested resolution.


On May 2, 2016 the customer made a purchase on Raise.com for 11 ****** gift cards. The customer contacted Raise Member Services on May 20, 2016 and expressed to the serving agent that not all of the gift cards arrived. At this time, the serving agent refunded the member for the gift cards that had not arrived.


One gift card was refunded that the customer had, in fact, received, so that purchase was recharged, but once the customer went to redeem the gift card and was told it had a $0 balance, the customer was again refunded for the gift card once it had been received in the office.


At this time, the customer has been refunded for all six of the ****** gift cards reported to have an issue, for a total refund amount of $1199.80. The last refund was completed as of June 8, 2016 and the customer should see the funds returned to her original payment source in 1-3 business days.


We would like to sincerely apologize for the length of time that it took for the customer to receive her final resolution and look forward to better serving her again in the future.

6/16/2016 Problems with Product/Service | Complaint Details Unavailable
6/15/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought over $2700 of ******* ****** *********** ***** egift cards from Raise.com (order ***********). Due to concerns of losing my money I called in advance and talked to Raise.com support to make sure the purchase was safe. I was told not to worry because I had a 100 day guarantee. Due to this I went through with the purchase. When the egift cards were used the order went through, but I was contacted the next day by *** to tell me that the order was cancelled andthat the cards were fraudulent. ******* ****** zeroed out the balance on the cards. I entered a claim with Raise.com to get a refund. After 3 weeks I was informed via email they will not honor their 100 day guarantee. I can only assume it is because *** zeroed out the balance on all the cards. I don't blame *** for doing that if they were frauds. But *** zeroing the balances were totally out of my control. If that is the reason for not honoring their guarantee it makes no sense. As a customer I did everything I could have to avoid this from happening. I supplied detailed emails from *** explaining what they found. This is totally on Raise.com for offering egift cards that were fraudulent.

Desired Settlement: Simply put, I want them to honor their guarantee and refund my money.

Business Response:

After receiving BBB complaint number ********, we were able to review the order and a solution has been provided.


On May 12, 2016 the customer purchased four ******* ****** ******* gift cards from Raise.com. Then on May 13, 2016 the customer contacted Raise and expressed that he canceled his order with ******* ****** ******* because he could not pick up his items in store. Upon the cancellation he was informed that the funds would not be returned because the gift cards were procured initially through an unauthorized transaction.


The issue was escalated to the Gift Card Support Team for further review due to the nature of the concern with the gift cards. Upon further review it was presented to the Gift Card Support Team, by the brand, that when an order is canceled the funds are returned by check. That being the case, the refund was canceled at that time and not issued to the customer. Upon further contact with the customer, we were able to confirm that the funds had not been returned via check, but had been wiped out due to the nature of the initial purchase.


Once this information had been confirmed, the customer was refunded for the full purchase price of $2772.00. The customer was notified via email and should see the refund fully processed to his original payment source in 1-3 business days.


We would like to sincerely apologize to the customer for the inconvenience and hope to better serve him again in the future.

6/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a ***** gift card through www.raise.com (order #: *********** card ID: ***************). I used the card in a local store (the store took the card) and found that there was only $5.49 in the card which should be $65. I contacted raise.com for several times. They always asked me to get the transaction history of the card. I then went to several local ***** stores in the area but no one was able to do that given the card type (a merchandise card, not real gift card). I also called the customer service of ***** using the number on the card but again they have no information of the card. I contacted raise.com again but they refused to give me a refund without the transaction history. ***************

Desired Settlement: A refund of fund difference.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, we are happy to offer the customer an alternative resolution.


On May 15, 2016 the customer purchased multiple ****** gift cards from Raise.com. This specific gift card had a value of $65.00 with a purchase price of of $58.11. The customer contacted Raise Member Services on May 20, 2016 and expressed to the serving agent that the gift card only had a balance of $5.48 when it was redeemed at Lowe’s.


In order to offer a refund for a ****** (In Store Only) gift card, we do require the gift card to be returned to the office or a transaction history be provided. In this case, the customer’s gift card was taken at ****** when the value had been depleted. As this is the case, we are unable to offer the customer a refund for the gift card.


As this is an unfavorable situation, we are happy to provide the customer with a Raise Rewards credit of $53.20, the amount of the partial refund that the customer would have received, had the physical card been returned to the Raise office. This credit is now available in the customer’s account and will automatically be applied to the next order placed. This is, however, a one time courtesy, as with some physical card brands, we are unable to offer a refund without the physical card being present.


We would like to consider the issue resolved at this time and hope that the customer finds a Raise Rewards credit a suitable settlement.

Consumer Response:
Better Business Bureau:

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

Sincerely,

**** ****

6/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Feb 16, 2016 we purchased an eGift card from Raise.com for ***** **** at $118. It was for online use only and stated that it never expired. On May 28, 2016 when we placed an order with Dress Barn, the site stated that the card number was invalid. So either the account number or the pin or the combination is not valid and can't be used. We contacted Raise and emailed them. We followed the email on 6/2, and 6/4 requesting an update. No response was ever provided to our emails (can be provided for proof). No email or phone calls was ever received from the seller.

Desired Settlement: Reissue the card, provide a credit, or a full refund.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, we can conclude that the current resolution is warranted.


On February 16, 2016 the customer made a purchase on Raise.com for a Dressbarn gift card with a value of $200.00 for a purchase price of $118.00. The customer contacted Raise Member Services on May 28, 2016 and expressed to the serving agent that he received an error when checking the gift card balance. As the order fell outside of the Raise Guarantee period, the agent informed the member that no further action could be taken. At this point the customer requested an email from a supervisor.


A supervisor emailed the customer and offered $75.00 in Raise Rewards for this gift card issue and the trouble the member had on another order that also fell outside of the Raise Guarantee. That Raise Rewards Credit is already in the customer’s account and ready to be used on a future order.


The 100 Day Money-Back Guarantee is in place to protect the purchase price on all orders. Once this 100 day period has lapsed, Raise is happy to take a look into a gift card that has a problem to see if there is anything we are able to provide. In this case, the agent viewed the order and saw there was nothing further that could be provided to the customer.


We would like to sincerely apologize for any inconvenience this may have caused and look forward to better serving this customer again in the future.

Consumer Response:


Better Business Bureau:

The following is the only written response we received from Raise:


****** replied:

 

Hello *****

Thank you for contacting Raise Member Services.

I see where you previously called in about order ********** and spoke with one of my coworkers and a supervisor. Unfortunately, the order date falls outside of the 100 days specified in the Raise Guarantee, but the supervisor went ahead and applied $75 in rewards credit to your account for this inconvenience.

At this time we’re unable to do anything further about this order. We sincerely apologize and hope you’ll accept the $75 in rewards as a token of our appreciation for you as a member.

If you need assistance with anything else, feel free to contact us.

Regards,
******

I have reviewed the response made by the business in reference to complaint ID ********, and based on my past exceptionally good experience with them, find that this resolution is satisfactory to me.

Sincerely,

**** ******

6/9/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received a promo email from the business (subject "Subject: Get $10 off with the Raise app.", promo code APP10) to be used for purchases before 5/16/16 of amount $100+ with the Raise mobile app. When I tried to use it from my mobile app, it gave an error saying this code is only for new customers. Not only did the terms of the promotional email sent NOT restrict it to new customers, it was in fact sent to me as an existing customer (had an account with business for a while and they sent it to my registered email address, so of course it was meant for an existing customer and the fine print even confirms that they used my registered email). I believed there to be an error in processing (as has happened in the past) and since the deadline for using the promo was upon me, I completed the order and immediately sent a request asking for a credit of $10 to the credit card used in the purchase. Here are terms in the fine print of the email: "To redeem, open the Raise app and apply code APP10 in promo box at checkout. Exclusions: $100 order minimum. Can only be used on the Raise app. Cannot be combined with any additional offers. Limit one time use within date of promotion. One redemption per household. Offer expires on 05/16/2016 11:59 PM CST. Offer is subject to our Rewards Terms and Conditions. You received this email because you are registered on Raise with the email address [email address deleted]. If you believe this was sent to you in error, you can easily unsubscribe here." There was no response from business for 5 days so I sent a reminder. At that point, I got a reply from Jeremy) offering me $5 off next $50 purchase, which was completely unacceptable to me. I should not have to make another purchase and get half the credit. I emailed back & forth with support and reconfirmed several times that they could not show anything in the terms that disallowed the promo. I believe this to be false advertising. If it was a mistake no attempt was made to fix it.

Desired Settlement: I would like the business to: 1. issue a $10 credit back to my credit card (or by check) AND 2. for my time they have wasted in going back and forth basically just saying it was a mistakenly sent out promo email but not doing anything to address the mistake, if they would like to keep my business as a long term customer, I would like to additionally get a promo code to use in the future of at least the amount that I am requesting (reasonable minimum purchase for this would be acceptable) as a way of showing goodwill for their mistake. If they are no longer interested in my business or would not like to issue this additional promo code, they should close my account after issuing the above credit of $10 and delete all my personal information.

Business Response:

After receiving BBB complaint number ********, we were able to review the order and offer a solution to the customer.


On May 16, 2016 the customer placed an order on Raise.com for a ******** gift card with a value of $203.75 for a purchase price of $169.74. The customer had been expecting to use the APP10 promo code to take $10 off of this purchase. The promo code was not working for the customer so he placed the order anyway without the promotion applying then contacted Raise Member Services about the issue.


This promotional code was initially created for all Raise users, but as the promotional was so popular, it had to be limited to first time purchasers. Customers who had received the Raise email but had been unable to redeem it had the opportunity to call in and receive another code if they did run into an issue. As the customer submitted the order without a promotional code, we are unable to refund the member for the $10, as the Raise Guarantee does not cover promotional codes that do not apply for whatever reason. We would, however, like to offer the customer $15 in Raise Rewards for the $10 that were not taken off with the APP10 promotional code, and the additional $5 as there is not a promotional code equivalent to what the customer has requested.


We would like to apologize for the time the customer has spent on the issue and hope that he finds the $15 in Raise Rewards a suitable settlement. We look forward to serving this customer again in the future.

Consumer Response:
Better Business Bureau:

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

Sincerely,

****** *****

6/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a gift card from raise.com to be used at ***** ******** store. The gift card should have $100 value in it but when I was trying to use it at the store. The gift card turned out to be $0 value.

Desired Settlement: I request full refund from Raise for this purchase with transaction of $88.51.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


On October 7, 2015 the customer purchased a Tommy Hilfiger gift card from Raise.com for a purchase price of $88.51 with a value of $100.


The customer then contacted Raise Member Services on April 24, 2016 and expressed to the serving agent that the gift card was not working. The serving agent explained to the customer that the order fell outside of the 100 Day Monday-Back Guarantee so a refund could not be provided.


The Raise Guarantee does not cover requests on orders made outside of 100 days from the date of purchase. Had the customer inquired about this gift card within the first 100 days from the date, with an issue, it would have absolutely been resolved. As the order was brought to the attention of Raise outside of that 100 day period, no further action can be taken on the order.


We would like to apologize for any inconvenience that this has caused and look forward to better serving the customer again in the future.

Consumer Response:
Complaint: ********

I am rejecting this response because: I understand the merchant has a 100 day policy coverage. But if the reason for return/refund were simply because I changed my mind or I didn't like the product anymore, I would be totally fine with this policy. But now the problem is that you sold me a gift card which should be loaded with $100 credit but when I am trying to use it, it has 0 value. This is totally fraud and you can't say oh now it's beyond 100 days so the customer bears all the cost of being frauds by the product you sold.

Sincerely,

****** *****

Business Response:

After again reviewing BBB complaint number ******** and the corresponding order number, we are, unfortunately, unable to offer the customer a different resolution.


The 100 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 100 day period from the date of purchase. As stated in the Raise Guarantee, requests regarding orders outside of 100 days are not honored. While 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 100 day period for this customer would have ended as of January 15, 2016. 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 assistance. As 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.

6/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I began buying gift cards on Raise.com and only occasionally had a problem with a bad gift card arriving with no balance which Raise covered with their guarantee. Feeling confident I began to "stock up" on some gift cards which were good deals thinking as long as they had the correct value when they arrived I should be safe. Then, like many others here and on other consumer complaint websites, some of the gift cards I stocked up on began having their balances removed shortly after the 100-day mark which is just outside Raise's 100 day guarantee. I called Raise to inform them that someone was obviously waiting for the 100-day mark and then somehow taking the money off the cards they sold me effectively stealing about $200 from me so far. Raise stated that the purchase was outside the 100-day guarantee and refused to refund my purchase price on 3 cards. I have spent thousands of dollars with Raise and I have regrettably referred several people who I must now warn about this scam because Raise has never published anything about this problem. If Raise were an honest company they would implement better protections. With how many people are having trouble with card values being stolen Raise clearly isn't doing enough. Raise should also notify all their customers that there is a high risk of gift card values being stolen shortly after the 100-day mark. Raise should notify customers not to buy cards that they cannot redeem the full value of within 100-days. As things are now Raise claims that they are merely facilitating the sale between private parties. If that is the case then they are accomplices to the theft that is happening by helping facilitate it and not doing enough to prosecute these people in order to restore the money stolen from us. You can bet Raise would suddenly do a whole lot more if they were the ones being stolen from.

Desired Settlement: Raise needs to refund me the purchase price of $200 which I've had stolen from me due to 3 different cards having lost their value. Now that I am aware of the scams taking place after the 100 day guarantee period (which raise neglected to inform consumers of) I will make sure I don't buy extra cards that I can't use within 100 days, or I will find another way to secure the value of any card I buy if I can't use it within 100 days.

Business Response:

After receiving and reviewing BBB complaint ******** and the corresponding order numbers, it appears that the current resolution is warranted.


The customer purchased two **** **** gift cards and two ******* gift cards in two separate orders on October 28, 2015. On May 4, 2016 the customer contacted Raise Member Services and expressed to the serving agent that the gift cards had a $0 balance. At that time the agent notified the customer that the orders were outside of the 100 Day Money-Back Guarantee, and for that reason, no further action could be taken on the order. The customer was also offered a promotional code to use on a future purchase.


The Raise Guarantee is in place to protect the purchase price of all gift cards for the first 100 days from the purchase date. 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.


On the customer’s most recent phone call with Raise, he did speak with a supervisor in the Member Services Team who then also offered the customer a $25.00 Raise Credit. We understand that the customer has spent a large amount of money with Raise, but the Raise Guarantee explicitly states that requests received outside of 100 days are not covered. Had these orders been brought to the attention of Raise with the 100 days, we would have been more than happy to resolve this for the customer.


We feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience.

Business Response:

After receiving and reviewing BBB complaint ******** we are happy to provide the customer with any and all information we can regarding the safety of the Raise Marketplace.


The Raise Guarantee is in place to protect customer’s purchases for 100 days from the date of purchase. This information is present on all order receipts as well as housed on the Raise home page. While there is no specific language covering the customer’s particular concern, Raise does express to customers that any issue incurred during the first 100 days, that is brought out Raise attention within that time frame, will absolutely be covered. Anything outside of 100 days is, unfortunately, not covered by the the Raise Guarantee.


We understand the customer’s concern, but customers are encouraged to use the gift card within the time frame that the Raise Guarantee will cover any issues, so that whatever does occur will be resolved.


Raise does have extensive security measures in place to check the gift cards as well as sellers before they are able to list with Raise. Our main priority is our members and keeping their purchases safe.


We again would like to sincerely apologize for the inconvenience that this customer has experienced, and at this time, would like to consider this issue resolved.

Consumer Response:

 
Complaint: 11465715

I am rejecting this response because:  Raise continues to deflect the issue while they trumpet their 100-day guarantee.  Everyone knows about the Raise 100-day guarantee including criminals who sell gift cards on Raise.  These criminals exploit Raise customers by waiting for the 100-day guarantee to expire then stealing back the value of the gift card they sold to a Raise customer.  Raise is happy to help facilitate and profit from this activity while deflecting any responsibility by hiding behind their 100-day guarantee.  It was refreshing for Raise to briefly hint at an acknowledgement of my complaint when they said, "...there is no specific language covering the customer’s particular concern..." referring to my inability to find ANY warning ANYWHERE on Raise.com about the dangers of leaving any gift cards unused beyond the 100-day guarantee period.   Unsuspecting customers, like myself, believe that once I've received the gift card and the balance has been verified I should have no future troubles.  Since gift cards don't expire we decided to "stock up" on certain gift cards we knew we would use eventually.  We verified each gift card when it arrived, then after knowing it was good we put it in drawer with the others to be used someday.  For several cards "someday" never happened because the value was stolen shortly after the 100-day guarantee was up.  Again, Raise is being negligent at best by not proactively warning customers of the possibility of theft of the value of a gift card after 100 days

One sentence in Raise's reply was a little surprising.  Raise replied, "We understand the customer’s concern, but customers are encouraged to use the gift card within the time frame that the Raise Guarantee will cover any issues, so that whatever does occur will be resolved."  I would like to know where...exactly...this statement can be found on the Raise website prior to the filing of my BBB complaint and what exactly the text is that is supposed to "encourage" the use of gift cards within 100 days.  I have checked the Raise website from top to bottom and inside out and never found any such statement "encouraging" customers to use the gift card within 100-days.

I encourage those who operate Raise.com to commit to operating an honest and reputable company that puts people before profits.  Make the decision today to start providing appropriate warnings to customers and educate buyers of the risk of not using gift cards within the first 100 days.  Be a positive influence in the industry .  Explore ways to help customers keep track of and monitor their cards to protect them against fraud and theft.  You may think doing these things will hurt profits, but I believe you will find higher profits from putting customers first.

Sincerely,

John McNamara

6/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On May 1st, 2016, I purchased a ****** egift card (value of $295.74) for $271.96. On May 12, 2016, I discovered that the gift card had a balance of $0 and so I reported this to Raise. My report came in at 12 days from purchase date, which is well within the 100 days raise guarantee. After several calls and emails, I have received an email that saying "We sincerely apologize for the inconvenience, but per our guarantee we are unable to offer a refund for your ****** gift card from order ************

Desired Settlement: I want a full refund of $271.96 (purchase price)

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that a resolution has already been offered to the customer.


On May 1, 2016 the customer purchased a ****** gift card from Raise.com with a value of $295.74 for a purchase price of $271.96. She contacted Raise on May 1, 2016 to first inform them that there was trouble with the gift card. It was determined that the gift card did have the full balance available for use by the customer at that time.


The customer again contacted Raise on May 12, 2016 to explain that the card was used to place an order but that order was then canceled. The order was sent to the Gift Card Support Team for further review. Upon review it was confirmed that the gift card had been used and the buyer was not refunded.


After being sent back for a second review, it was determined that the gift card was not used by the customer and a full refund was issued to the customer’s original payment source. This refund should been seen on the customer’s original payment source in 1-3 business days from the refund processing date, June 2, 2016.


We would like to sincerely apologize for the trouble with the gift card and time it took for a resolution for this customer. At this time we are glad that the customer has received a resolution and would like to consider the issue resolved at this time.

Consumer Response:
Better Business Bureau:

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

Sincerely,

***** ***

6/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/01/2015 I placed an order for a gift card to ***** ***** on Raise.com (also known as ***************) in the amount of $20.24. I went to use said printable gift card per the instructions on the eGift card and it would not work. I tried it multiple times. Then I stopped into my local ***** ***** to ask for their help with the issue. In speaking with a manager I was informed that ***** ***** has a chain-wide, corporate policy of NOT accepting Raise.com gift cards. He showed me a binder that is available at all stores to confirm this. I was not able to utilize the gift card I had purchased. I emailed Raise customer support on April 2, 2016 and they just today (May 24, 2016) informed me that “due to the amount of time that has passed since the order was placed, we are unable to issue a refund or replacement card.” I essentially paid them money for a gift card that cannot be used.

Desired Settlement: I would like Raise.com credit in the amount of $20.24 to purchase a similar item. As a last resort I would like a full refund, please. I also believe it is Raise.com's responsibility to completely remove ***** ***** gift cards from their website as ***** ***** will not accept their gift cards.

Business Response:

After receiving BBB complaint number ********* we were able to review the order and offer a solution to the customer.


On December 1, 2015 the customer purchased a ***** ***** eGift/Voucher from Raise.com with a value of $20.24 for a purchase price of $19.59 which the customer paid $4.59 for after the use of a referral reward and promotional code. The customer then contacted Raise Member Services on April 7, 2016 and expressed to the serving agent that ***** ***** was no longer accepting this gift card type. The agent explained to the customer that because the order fell outside of the Raise Guarantee, that no further action could be taken on the order.


At the time of the customer’s purchase, the gift card was fully accepted in the eGift/Voucher format at ***** *****. Since then, their policy has changed regarding eGift/Vouchers. The Raise Marketplace now only has physical gift cards available for purchase instead of the eGift/Vouchers. Had the customer brought this order to the attention of Raise within the 100 Day Money-Back Guarantee period, we would have been more than happy to cover the customer’s purchase.


The Raise Guarantee is in place to protect the purchase price of all gift cards for the first 100 days from the purchase date. 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.


While we are unable to replace the gift card, we would like to provide the customer with a Raise Credit for the out of pocket amount that the customer paid for the gift card. The $4.59 is now available in the customer’s account to use toward a future purchase. This credit will automatically apply to a future purchase with no need for a promotional code.


We feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience.

Business Response:

After again receiving BBB complaint number ********* and further reviewing the case, we are, unfortunately, unable to provide a different resolution.


As the customer contacted Raise Member Services outside of the Raise Guarantee period, the same kind of resolution that could have been offered within the first 100 days from the purchase date is not available. Outside of the 100 Day Money-Back Guarantee we are unable to offer a refund or replacement card. For this reason, we have offered the customer the Raise Credit of the amount that was paid out of pocket and are, unfortunately, unable to offer anything further.


We would like to sincerely apologize for any inconvenience that this has caused and do believe that this issue has been resolved within the parameters of the Raise Guarantee. We look forward to serving this customer again in the future.

Consumer Response:


Complaint: ********

 

Please simply refund the entire amount paid to my credit card. Thank you.


Sincerely,

**** ******

6/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a ***** and a ********* gift cards from raise.com. However, both ***** and ********* told me those gift card were purchased by a stolen credit card. And now, ***** and ********* refused me to use this gift card. Raise.com should not sell illegal gift cards to me. The amount I paid to raise.com are $89.45 ******* and $12.73 **********

Desired Settlement: please refund total $102.18. and Raise.com should pay another $200 as fine to sell illegal gift to charity organization

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order numbers, it appears that the current resolution is warranted.


The customer placed an order on Raise.com for a ****** gift card with a value of $100.00 and purchase price of $89.45 on September 30, 2015. Another purchase was made by the customer on Raise.com for a ********** gift card with a value of $14.99 and purchase price of $12.73.


On May 18, 2016 the customer contacted Raise Member Services and expressed to the serving agent that the ****** gift card was not working and he had been unable to use it for the full balance. At that time the serving agent explained to the customer that the order fell outside of the 100 Day Money-Back Guarantee and a refund would not be provided for the order.


The customer contacted Raise Member Services again on May 19, 2016 and expressed that the ********** gift card was only used for $8.00 and no longer had the balance available. In this instance the customer was also notified that the order would not be refunded as the purchase date fell outside of the Raise Guarantee.


The Raise Guarantee is in place to protect the customer’s purchase price for the first 100 days from the date of purchase. Any 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 orders. We would like to apologize for any inconvenience and consider the issue resolved at this time.

6/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an eGift card from this company, which is said can be redeemed online or instore, with instructions for the sales person to key in the code when redeemed in store. However, when I tried to redeem this eGiftCard in store, the store attendant told me that they can't key in the code for credit card fraud issue, it has to be sth that can be scanned. But the gift card voucher I have only have the instructions to key in code, no barcode to scan. So I chat with the support from this company and request a refund, for the item I bought is not same as what's being advertised. However, the support refused to refund me on this purchase, with excuse that this gift card is valid and can still be redeemed online, and suggested me to use it online instead. I think the company is giving their customer false information, and when issues raised, they are not willing to correct to false advertisement information online, and do not provide reasonable solution to the customer. Their 100 day money back guarantee policy is just a joke. I will stay away from this company for sure.

Desired Settlement: Identify this company as listing incorrect information on the items they sell, and not granting the money back guarantee as being advertised.

Business Response:

After receiving BBB complaint number ********, we were able to review the order and offer a solution to the customer.


The customer purchased a **** gift card from Raise.com on May 22, 2016 with a balance of $100.00 and a purchase price of $85.17. Later that same day, the customer contacted Raise Member Services and expressed that the **** store location where they had attempted to redeem the gift card, was not accepting the voucher because they had to key in the serial number and could not just scan it.


A supervisor for the Member Services Team contacted the **** location that the customer had gone to make the purchase, and they told the supervisor that they do accept vouchers even if they must be keyed in, and that the customer should have no problem redeeming the voucher.


While there has bit of a discrepancy in the information we’ve received regarding the redemption by the customer, we are offering the customer to let us list the gift card again onto the marketplace, and once it sells, we will offer the customer the full refund of the purchase price, $85.17.


This procedure must be followed as the gift card still has a full and valid balance, which was confirmed to be accepted at the customer’s location, as we would not want to take away from the seller who sold a valid gift card.


Once the gift card sells, the customer will be notified via email and a the refund will appear on the customer’s original payment method within 1-3 days from the date that the refund is completed.


We are happy to be able to resolve this for the customer, and the customer is welcome to pose any questions they still have in the follow up email that will be sent from Raise shortly. We would like to consider the issue resolved at this time.

6/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed two separate orders that totaled 3 gift cards. All 3 gift cards did not work and had no value. I contacted the merchant “Raise” who has a 100 day guarantee. The merchant initially said they would refund me the purchase price for all three cards. However, the merchant refunded the credit for the ********** ****** e-gift card, but not the 2 gift cards from *****. I paid $255.08 and $387.63 for the two ***** gift cards. I contacted Raise regarding the $255.08 card which did not arrive on Jan 29, though it was order 12/30/2015. Raise responded that it was only shipped out 1/27. After the physical card arrived, I attempted to use the card both online and at the store. But was told the card had zero value. I contacted Raise and on Feb 14 was provided a return shipping label and told I would be refunded the purchase price when I shipped the card back. Although I did send the card back as requested, the merchant refused to refund my purchase price. I had the problem again with a 2nd order which I placed on 12/21/2015, but did not arrive until Feb. I contacted the merchant Raise.com and requested a refund of $387.63 on Feb 29th. They acknowledged and provided me a return label to return the card, which I did. In both situations, they acknowledged that there could be a security problem as the seller has the giftcard number and pin and could use the card. After several weeks with no reply from Raise. I filed a dispute with ********** The merchant never provided the product which I ordered, a giftcard with any value. The merchant disputed my claims with ********** and provided no explanation except that they had already refunded the ********** ****** e-gift card, and that the other two refunds did not meet their warrantee. However their warrantee clearly states 100 days from day of purchase. I contacted them within that 100 days.

Desired Settlement: I am seeking a refund, or billing adjustment of $255.08 + $387.63, totaling $642.71 for the two gift cards that I purchased and had returned to the merchant. The cards had no value and could not be used.

Business Response:

After receiving BBB complaint number ********, we were able to review the orders in question.


The customer placed two orders on Raise.com for ****** gift card that are being reviewed in this complaint. The second of the two orders was placed on December 30, 2015 for a ****** gift card with a purchase price of $255.08 and a value of $282.48. During conversation with the customer and contact with the brand, we were able to determine that the customer was able to successfully redeem this gift card for the full value across multiple transactions.


The first order was placed on December 21, 2015 for a ****** gift card with a value of $429.74 and a purchase price of $387.63. The situation has been escalated and the customer has been in contact with ******, here at Raise, and he is working to get a resolution for this customer. As the customer was able to successfully redeem one gift card of the two, we are hoping that he has been able to successfully redeem the other and there was just an oversight on the remaining balances.


****** will be in contact with the customer to resolve this situation, and we would like to consider it resolved here at this time. We will work with the customer until a desirable resolution has been provided.

5/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a ******* **** gift card from Raise. After attempting to use the gift card I was told that it was unusable. I called Raise within the allotted time on their policy and said that I wanted a refund because I couldn't use the card. I also told them that I was happy to send the card back. They said that there was nothing they could do because the card showed a balance. I said that may be the case but I couldn't use the balance because the card didn't register when swiped. They said to discuss it with ******* **** totally absolving themselves of any responsibility for selling me a defective card. I then filed a dispute with ******** ******* for not receiving the item that I paid for. Raise then blocked me from accessing all of my other card from their mobile app because I filed a dispute on a defective card. I spoke to a man named **** ******** who stated that he was the "highest up person you can talk to" and he said that the only way to access my other gift cards that I purchased was to suffer the loss of the ******* **** gift card and call off my dispute with ******** *******

Desired Settlement: I would like to be able to regain access to my other gift cards that I purchased from Raise using the mobile app.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, we are happy to offer the customer a resolution.


On February 2, 2016, the customer purchased a ******* **** gift card from Raise.com with a value of $50.00 and a purchase price of $44.31. The customer contacted Raise Member Services on February 23, 2016 and expressed that the gift card could not be used in the restaurant. During the conversation the member spoke with an agent as well as a supervisor who offered to have the gift card looked into as it did show a full balance, but the member did express that there had been issues with its redemption.


The customer filed a dispute on the order as the process to look into the gift card had taken an extended amount of time. When a dispute is filed on a member’s account, the account has a hold placed on it until the dispute has been resolved to ensure the security of the customer’s account. The dispute was resolved in the favor of Raise, and we have issued the customer a refund for the purchase price of the order.


The refund will be reflected on the customer’s original payment source in 1-3 business days and the Raise Rewards used on the purchase will also be returned to the customer’s account. As the dispute has resolved, the customer has full access to all of his purchases at this time.


We would like to apologize for the extended amount of time that it took to resolve this issue for the customer and are working to improve response times overall. We are glad to have resolved this for the customer and look forward to serving him again in the future. If the customer has any further questions, he is welcome to respond to the refund email confirmation sent to him.

5/30/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I frequently shop with raise by purchasing gift cards. I made recent purchases for ********** company on Saturday may 21/2016 for 3 cards and they charged me for two additional marshals cards which I did not order. I called on Saturday and spoke with ***** and he claimed that I placed the ******** order on Friday and that it took a whole day to process and usually the processing time is one minute so I added him to investigate the matter for a possible glitch in their system. Then I called the company and spoke with *** on Sunday because my account was locked and had no access to the cards I purchased and told him that I never ordered the ********* cards totaling 560$ And he was clueless and had poor customer service. I explained to him that I needed to use the ********** cards I purchased and he stated to go to raise.com and try . Then I asked him to let his manager call me and he refused by stating that I should call him on my own since it was Sunday. Then I told him to leave a message for the manager to call me on Monday and I received no call. *** told me that the investigation will take up to 14 days to finalize and my account will be locked for that long and I can't use the cards which I purchased for ********** store.

Desired Settlement: Refund of the ******** cards that I never purchased and got charged for , apology from rude customer service rep ****** immediate access to my locked wallet on raise.com

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order numbers, it appears that the current resolution is warranted.


The customer placed an an order for three ********** Coat Factory gift cards on May 21, 2016. After this order processed he called into Raise Member Services and spoke to an agent regarding an order placed on his account on May 20, 2016, that he expressed was not his order. There are very strict procedures for unauthorized purchases here at Raise, so the customer’s account had a hold placed on it until it could be reviewed by our Compliance Team.


Once under review by the Compliance Team and after a thorough investigation, it was determined that the gift cards were indeed purchased by the customer. This was determined by the location of the order being placed and the device it was placed on had been used to place previous orders on the customer’s account. While Raise does not refund for valid gift card purchases, if the customer not longer wants to keep the gift cards once they arrive in the mail, he is welcome to call into the Member Services Team again or send in an email to ***************** and the agent will provide him with a return shipping label. Once the gift cards arrive back in the Raise office, the customer will be refunded for the purchase.


In cases when an account is claimed to have an unauthorized purchase, as mentioned previously, it is taken very seriously. The account is placed on a hold so that no future purchases can be made until the investigation has been completed. While the customer was trying to access the ********** gift cards, the account had this security hold. This particular kind of hold does still allow access to prior purchases for the customer, but not through the mobile app. As the customer was told by all of the agents he spoke with on May 21, 2016 as well as on May 24, 2016, he still had access to his purchases but would need to use either the website from a computer or even on the mobile browser, but just not through the app.


At this time, the customer is in the process of having the hold taken off of his account as the investigation has been completed. Once he completes the steps asked of him by the Order Processing Team he will have full access to his account on the mobile app and again able to make purchases.


We are happy to offer the customer a resolution for the gift cards that he may no longer want, and would like to consider the issue resolved at this time.

Consumer Response:
Better Business Bureau:

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

Sincerely,

***** ******

5/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a ******** gift card from raise.com (Order Number: ***********, when I tried to use it in store, the system says it is not a gift card number. The cashier at ******** is very helpful. He called ******** company to seek for an answer. We then find out it is not a gift card but a gift certificate. The difference between the two is gift card can be used for everything while gift certificate can only be used for certain items. The item I want to buy is the one can only be purchased using a gift card, not gift certificate. In this case the gift card is totally useless for me. I then called their customer service. I waited for about half an hour, the rep is not helpful at all. At first she didn't admit the one they sold me is a gift certificate, After I insisting letting her call ******** to check, she admit it's not a gift card. But then she changed her word, she then told me what they sold is voucher. Never see any rep behave so lame changing words this way to avoid her responsibility. Later I requested to speak to her manager, she transferred. I waited for about 10 mins, then it disconnected, They haven'r called back. I really don;t want to waste any time waiting for their lame reps to play games. They charge a huge commission fee for selling gift card on their site. It is their responsibility to verify it's a gift card or not. Selling a gift certificate as a gift card is no difference from a scam.

Desired Settlement: I'd like get a refund or exchange the gift certificate to a gift card

Business Response:

After receiving BBB complaint number ********, we were able to review the order and offer a solution to the customer.


On May 17, 2016 the customer purchased a ******** gift card from Raise.com with a value of $250.90 for a purchase price of $232.31. The customer then called Raise Member Services later that same day and expressed to the serving agent that he was unable to use the card to purchase a gift card at ********.


Upon further review it has been presented that ******** will only accept a true gift card to use toward the purchase of a gift card in their stores. That being the case, we are happy to offer the customer a one time refund for this gift card, as he was unable to use it for its intended purchase. We would suggest to the customer, going forward, that when he makes purchases on Raise for ******** gift cards, he lean toward purchasing cards that have a round value, for example $50.00 as opposed to an odd balance.


This suggestion is to avoid receiving a trade card or a card that cannot be used to purchase gift cards through ********. We understand that this situation has been inconvenient and would like to take care of this quickly for the customer. We would also like to apologize that the customer was disconnected while waiting to speak to a supervisor. That matter will also be addressed internally.


The customer should receive the refund to his original payment source shortly, and we look forward to serving him in the future. If the customer does have any questions, we have also sent an email confirming the refund, and he can go ahead and respond to that message.

5/26/2016 Problems with Product/Service | Complaint Details Unavailable
5/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have purchase over 36 gift cards from this company with only 9 cards that had an amount on them. First time the amount that I paid was not refunded for over 30 days. They have changed that policy to 1-3 days now but the fact that they continue to sell product that is of no value is very dissatisfying and to me seems to be fraud. I don't feel that they should be able to sell product that is not a valid gift card.

Desired Settlement: I just want others to know that their chances of getting a valid gift card from this company is very low based on my experience.

Business Response:

After receiving BBB complaint number ********* we were able to review the customer’s account in question.


After review were we able to see that this customer has had an extensive number of issues on the Raise Marketplace, and this is absolutely not the norm. All gift card balances and validity are verified before they enter the marketplace and a second time before the card processes into an order. As a member to member marketplace, the gift cards are coming to the customer from the possession of another similar individual.


In some cases, an issue can occur, but when this happens the 100 Day Money-Back Guarantee is in place to protect the customer’s purchase price.


We would like to sincerely apologize for any inconvenience that the customer has faced with the gift cards that have not had valid balances when they were attempted to be used. We would also like to assure the customer that any issue that happens, we will be happy to take care of within the Raise Guarantee.


We will continue to ensure that Raise policy is adhered to and properly communicated.  We feel that this customer’s issues have been resolved in accordance with the Raise guarantee and apologize again for any inconvenience.

5/25/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased ****** Gift from the business on 9/28/2015 in the amount of $75.00. I made a purchase using the card on 10/1/2015 leaving a remaining balance on the card of $51.21. The printed e-card showed that it had "NO EXPIRATION DATE" I attempted to use the remaining balance on 3/9/16 and the card had no balance. An investigation with ****** showed that a person which they named, used the giftcard balance on 10/3/15. This person obviously retained the gift card number and fraudulently used my available balance. Raise.com denied any responsibility of expiration date, even though it was used within 5 days of being sold to me. They have also refused to verify if the named person is the same as who sold the gift card. They are also refusing to disclose if the person that sold and used the card fraudulently still has an active account. All of this is preventing me from seeking compensation from the funds that were stolen from me.

Desired Settlement: Complete refund of the funds that were stolen.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


The customer made a purchase on Raise.com for a ******* gift card with a balance of $75.00 and a purchase price of $69.40. On March 14, 2016 the customer contacted Raise Member Services via email that the gift card no longer held the correct balance. The serving agent responded on March 16, 2016 and expressed that the order was outside of the 100 Day Money-Back Guarantee Period.


The Raise Guarantee is in place to protect the purchase price of all gift cards for the first 100 days from the purchase date. 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.


As a member to member marketplace, the information of our buyers and sellers is confidential and we are unable to provide information pertaining to the seller of the gift card to the customer. Of course, our Seller Support Team will do their due diligence to ensure that the necessary steps are taken with this seller.


We would like to offer our sincerest apologies as this order falls so far outside of the Raise Guarantee that we are unable to provide further action on this order. We would like to consider this issue resolved at this time and look forward to better serving the customer again in the future.

5/24/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On 10/23/2015 I purchased a $150 physical gift card from raise.com The physical gift card that I received in the mail stated it did not expire so I figured that I had time to use it. On May 5, 2016 I went into Pier One to spend the card and was told that the card had a zero balance. When speaking with the Customer Service individual at Pier One she informed me that the gift card was zeroed out on 10/23/15 the same day that it was put into the mail to me. When I contacted Raise on the issue they stated that they have a 100 day guarantee. The product they sell (gift card) is prone to fraudulent use like this involving a criminal activity as all criminals need to do is to write down their gift card number BEFORE they sell it. Raise.com defends itself claiming they offer 100 days money back guarantee ONLY. However, in case of such criminal activity, they should handle it case by case, plus they cannot expect all consumers will use up entire amount of gift card within 100 days. That is not a reasonable assumption. If so, it should clearly warn consumers on the website that "gift card you purchase here may be used by seller or other unknown parties fraudulently. we only offer refund for 100 days. therefore, we strongly encourage you to use the entire amount in the first 100 days after the purchase of gift card on our site". 1. Raise.com misled consumers to believe that the goods they sell is legitimate. In reality, it is legitimate ONLY for the first 100 days. Beyond 100 days, consumer will lose money even in the case of criminal activity. Most importantly, Raise.com failed to implement proper safeguarding mechanism to protect consumers, allowing criminals, or potentially even disgruntled employees to steal money from its customers.

Desired Settlement: Refund of the $114.18 paid for the Pier One card.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


On October 23, 2015 the customer made a purchase on Raise.com for a Pier 1 Impports gift card with a balance of $150.00 for a purchase price of $114.18. The customer contacted Raise Member Services on May 6, 2016 and expressed to the serving agent that the gift card did not hold the expected value. During the phone conversation the serving agent explained our policy and apologetically declined this customer’s refund request.


As this purchase is so far outside of the Raise 100 Day Guarantee, Raise is unable to take further action on the order. The 100 Day Guarantee is in place to protect the purchase price of an order for the first 100 days from the date of purchase. After that time, Raise is happy to look into any gift card issue but cannot offer a refund in the same way that we do within the first 100 days.


Had the customer contacted us within the first 100 days, we would have been happy to offer a further resolution. In this case, the order fell so far outside of the guarantee period that a refund could not be provided, and the customer was offered a promotional code and a $5.00 credit as recompense.


We would like to sincerely apologize for the inconvenience in this and would like to consider the issue resolved at this time.

Consumer Response:


Complaint: ********

I am rejecting this response because:  This is more than an "unfavorable situation", as the circumstances of the gift card are very suspect, and borderline fraudulent.  I would think from a business perspective you would stand behind the gift cards being made available for purchase.  The response that the "warranty period expired" is a non issue as the card in question had zero dollars available the same day as the purchase, regardless of when the funds were attempted to be accessed.  If a favorable resolution cannot be reached we will be taking legal action.

Sincerely,

********** ******

Business Response:

After again receiving BBB complaint number ******** again, we are still unable to offer the customer a different resolution.


The 100 Day Money-Back Guarantee guarantees purchases for the first 100 days from the purchase date. Any issue brought to Raise within that time frame will absolutely be handled with the best resolution for the customer. The Raise Guarantee does not, however, encompass requests received outside of 100 days. While, according to the customer, the issue did occur within the guarantee period, it was not brought to the attention of Raise until the order was well outside of policy.


The Raise Guarantee is a strict time frame and all customers agree to this policy when they agree to the Terms and Conditions of creating a Raise account.


We would like to again apologize for the inconvenience that this order has caused and believe that the issue has been resolved within the parameters of the Raise Guarantee.

5/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As part of order ********** I purchased a $150 Taco Bell gift card. After the completion of the sale, the seller moved the amount to a different card (this was confirmed with Taco Bell customer service). As a result I was left with a value of $0.00 on my card. So far Raise has refused to refund my money despite the seller performing a criminal act.

Desired Settlement: I expect a full refund of the price paid for this card.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the customer has already been offered the requested resolution.


On January 16, 2016 the cutomer made a purchase on Raise.com for a **** **** gift card with a value of $150.00 for a purcahse price of $112.50. The customer contacted Raise Member Service on May 11, 2016 and expressed to the serving agent that the gift card had a $0 balance and could not be redeemed. The order was forwarded to the Gift Card Support Team for further review as the customer contacted us outside of the 100 Day Money-Back Guarantee period.


The Gift Card Support Team determined on May 12, 2016 that the **** **** gift card would be refunded for the full purchase price of $112.50, and the customer was notified on May 12, 2016 via email.


Overall, we are pleased to have resolved this issue for the customer and look forward to serving him again in the future.

5/20/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased several gift card for a restaurant from them that when I went to use them they were already used. they fell outside there 100 day guarantee period and would not consider checking on why. These cared were purchased in July 2015 and I was saving them to take my family out for a nice dinner and adding to them. there was a 4th card for the same restaurant that I purchased in April 2016 and on from another that were bad but they refunded on these. that did fall with the time frame that was bad. There is no way to get to anyone other than the CS rep that answer the phone. I feel like I have be defrauded. they do not have a corporate office number to call .

Desired Settlement: Have them refund my money or at least have someone from corporate headquarters call me.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


The customer purchased three ************* gift cards from Raise.com on July, 24, 2015. On May 7, 2016 the customer contacted Raise Member Services and expressed to the serving agent that the gift cards did not have the expected balance. During the phone conversation the customer spoke with an agent as well as a supervisor in the Member Services Team. It was relayed to the customer that because the order is so far outside of the 100 Day Money-Back Guarantee, no further action could be taken on the order.


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. The customer has been offered $5.00 in Raise Rewards as recompense for the issues with these gift cards.


We would like to consider the issue resolved at this time and would also like to extend our sincerest apologies to the customer for any inconvenience this may have caused.

Consumer Response:
Complaint: ********

I am rejecting this response because: I still believe they are responsible for selling and reselling or allowing their client to use the cards.  This is defrauding the PUBLIC and should be treated as such.  THEY are a RIPOFF by refusing to go and contact the seller and refusing to provide a phone number to the corporate office.  I stand by my statement. 

Sincerely,

*** *******

Business Response:

After receiving and reviewing the customer’s response to BBB complaint number ********* we are, unfortunately, unable to offer the customer a different resolution.


All customers, buyers and sellers, agree to the Raise Guarantee when they accept the Terms and Conditions upon signing up to use the Raise website. In this case, this specific order fell outside of the Raise guarantee as of November 1, 2015. Had the customer contacted Raise before November 1, 2015, we would have been able to assist further on the order. As the order fell outside of the guarantee period by so much time when the customer contacted Raise on May 7,2016 we were unable to offer any further action.


We would also like to assure the member that the phone number that he called initially is the only phone number to contact Raise. That phone number is ***** ********. If the customer would like to call in again, he is more than welcome, but will still be given the same resolution.


We would again like to apologize for any inconvenience that the customer has experienced regarding this order and look forward to serving him again in the future.

5/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased (trans #**** **** on 10/05/15) approx. $2700 of ****** eGift Cards for a store purchase. Used approx. $2100 of eCards for purchase w/out problem, eCards state no expiration date and with another large purchase planned for spring 2016 and no reason to believe they would be rejected in future, put aside for use in spring. Went to ****** to make purchase today and eGift Cards were rejected, called ****** and was told that due to issues of fraud with eCards (particularly with resellers like Raise) , effective Jan 2016 ****** will only accept the physical eCard for cards with the series numbers that I had bought. ****** said to contact Raise and request Physical cards associated with the eGift card. Raise does not have physical cards for these. Was told by Raise since my purchase was past 100 days they would not do anything for me. Since Raise sold/sells so many of these eCards and they have a listing of all the customer service/gift card balance phone numbers on their site and they have a record of all customers who have purchased anything via their site as well as customer contact info why didn't they make customers aware of the issue with the eCards or offer a credit or refund of the purchase price? Just telling a customer that the $600 worth of eCards they have is beyond their 100 day 'guarantee' is not good customer service, particularly when part of the purchase had been used without issue and the customer would have no reason to expect that the future purchase would be rejected when, in fact, the first purchases went through without problems.

Desired Settlement: I would gladly accept replacement of my eCard vouchers with physical cards. If physical cards aren't available I would be happy to receive a refund of my purchase price or credit toward purchases of physical cards on Raise in the future. Raise has my eCard information on file with my email sent to their support department.

Business Response:

After receiving BBB complaint number ********* we have reviewed the corresponding order number in conjunction with the complaint.


On October 5, 2015 the customer purchased 11 ****** eGift/vouchers from Raise.com. The customer then contacted Raise Member Services on May 12, 2016 and expressed to the serving agent that she was no longer able to redeem the gift cards that still have had remaining balances. At that time, the serving agent informed the customer that ****** changed their policy, earlier this year, regarding merchandise credits in the form of eGift/vouchers and they were no longer accepted in that format. The serving agent also explained to the customer that the Raise Guarantee had lapsed after 100 days from the purchase date and that no further action could be taken on this specific order.


Upon this policy change made by Lowe’s, Raise reached out to the sellers of the gift cards for orders within the 100 Day Money-Back Guarantee to have the physical cards sent out to the buyers. Orders that fell outside of the 100 day period at that time were not requested as they were already outside of the policy time frame.


When the customer contacted Raise, the serving agent reached out to see if the seller did have the gift card available to send in. Sellers, like buyer’s, have a 100 day time frame, and they are required to hold the physical gift cards that are converted to eGift/vouchers on the marketplace for a minimum of 100 days.  That being the case, the sellers of these particular gift cards were no longer required to hold onto the physical gift cards at the time of the ****** policy change and may have destroyed or discarded the physical cards.


We regret to inform the customer that we were unable to retrieve the physical gift cards from the sellers, as the order does fall outside of the Raise Guarantee. For this we would like to offer our sincerest apologies, as we are unable to offer a refund or replacement card as this order falls so far outside of the guarantee period. We would, however, like to offer the customer $50.00 in Raise Credit as recompense for this inconvenience.


We feel that this issue has been resolved in accordance with the Raise guarantee and hope to better serve this customer in the future.

Consumer Response:
Better Business Bureau:

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

Sincerely,

******* **************

5/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased (trans #**** **** on 10/05/15) approx. $2700 of ****** eGift Cards for a store purchase. Used approx. $2100 of eCards for purchase w/out problem, eCards state no expiration date and with another large purchase planned for spring 2016 and no reason to believe they would be rejected in future, put aside for use in spring. Went to ****** to make purchase today and eGift Cards were rejected, called ****** and was told that due to issues of fraud with eCards (particularly with resellers like Raise) , effective Jan 2016 ****** will only accept the physical eCard for cards with the series numbers that I had bought. ****** said to contact Raise and request Physical cards associated with the eGift card. Raise does not have physical cards for these. Was told by Raise since my purchase was past 100 days they would not do anything for me. Since Raise sold/sells so many of these eCards and they have a listing of all the customer service/gift card balance phone numbers on their site and they have a record of all customers who have purchased anything via their site as well as customer contact info why didn't they make customers aware of the issue with the eCards or offer a credit or refund of the purchase price? Just telling a customer that the $600 worth of eCards they have is beyond their 100 day 'guarantee' is not good customer service, particularly when part of the purchase had been used without issue and the customer would have no reason to expect that the future purchase would be rejected when, in fact, the first purchases went through without problems.

Desired Settlement: I would gladly accept replacement of my eCard vouchers with physical cards. If physical cards aren't available I would be happy to receive a refund of my purchase price or credit toward purchases of physical cards on Raise in the future. Raise has my eCard information on file with my email sent to their support department.

Business Response:

After receiving BBB complaint number ********, we have reviewed the corresponding order number in conjunction with the complaint.


On October 5, 2015 the customer purchased 11 ****** eGift/vouchers from Raise.com. The customer then contacted Raise Member Services on May 12, 2016 and expressed to the serving agent that she was no longer able to redeem the gift cards that still have had remaining balances. At that time, the serving agent informed the customer that ****** changed their policy, earlier this year, regarding merchandise credits in the form of eGift/vouchers and they were no longer accepted in that format. The serving agent also explained to the customer that the Raise Guarantee had lapsed after 100 days from the purchase date and that no further action could be taken on this specific order.


Upon this policy change made by ******* Raise reached out to the sellers of the gift cards for orders within the 100 Day Money-Back Guarantee to have the physical cards sent out to the buyers. Orders that fell outside of the 100 day period at that time were not requested as they were already outside of the policy time frame.


When the customer contacted Raise, the serving agent reached out to see if the seller did have the gift card available to send in. Sellers, like buyer’s, have a 100 day time frame, and they are required to hold the physical gift cards that are converted to eGift/vouchers on the marketplace for a minimum of 100 days.  That being the case, the sellers of these particular gift cards were no longer required to hold onto the physical gift cards at the time of the ****** policy change and may have destroyed or discarded the physical cards.


We regret to inform the customer that we were unable to retrieve the physical gift cards from the sellers, as the order does fall outside of the Raise Guarantee. For this we would like to offer our sincerest apologies, as we are unable to offer a refund or replacement card as this order falls so far outside of the guarantee period. We would, however, like to offer the customer $50.00 in Raise Credit as recompense for this inconvenience.


We feel that this issue has been resolved in accordance with the Raise guarantee and hope to better serve this customer in the future.

Consumer Response:
Better Business Bureau:

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

Sincerely,

******* **************

5/18/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a ****** electronic gift card for $134.06 (value $146.79) from raise.com on September 27, 2015. I did not try to use the voucher until the beginning of April 2016 when I went to a ****** store. The clerk inputted the information, but it did not register. I called raise.com and they told me that ****** was no longer honoring the vouchers, but they would see if there was a gift card in lieu of the voucher. Then I was informed that there was no gift card and I had lost the $134.06 and that their 100 day guarantee did not cover the voucher. I thought that gift cards had no expiration date. I thought that raise.com could have contacted ****** to see if they would issue a gift card in the amount that I lost. How can a company like ****** legally issue a voucher and then declare it worthless. I would like raise.com to issue me $134.06 refund. This has to be illegal that one pays money and then gets nothing in return. Thank you very much for the valuable work your organization does.

Desired Settlement: Would like a refund of $134.06.

Business Response:

After receiving BBB complaint number ********, we have reviewed the corresponding order number in conjunction with the complaint.


On September 27, 2015 the customer purchased a ****** eGift/voucher from Raise.com with a value of $146.79 and a purchase price of $134.06. The customer contacted Raise Member Services on April 24, 2016 and expressed to the serving agent that the gift card did not work in store. At that time, the serving agent informed the customer that ****** changed their policy, earlier this year, regarding merchandise credits in the form of eGift/vouchers and they were no longer accepted in that format.


Upon this policy change made by ******, Raise reached out to the sellers of the gift cards for orders within the 100 Day Money-Back Guarantee to have the physical cards sent out to the buyers. Orders that fell outside of the 100 day period at that time were not requested as they were already outside of the policy time frame.


When the customer contacted Raise, the serving agents reached out to see if the seller did have the gift card available to send in. Sellers, like buyer’s, have a 100 day time frame, and they are required to hold the physical gift cards that are converted to eGift/vouchers on the marketplace for a minimum of 100 days.  That being the case, the seller of this particular gift card was no longer required to hold onto the physical gift card at the time of the ****** policy change and may have destroyed or discarded the physical card.


As a member to member marketplace, the transactions are made between buyer and seller, and Raise acts as the platform through which this can be done. That being the case, we do not work directly with ****** and will be unable to reach out to ****** to have a replacement issued.  


We regret to inform the customer that we were unable to retrieve the physical gift card from the seller, as the order does fall outside of the Raise Guarantee. For this we would like to offer our sincerest apologies, as we are unable to offer a refund or replacement card as this order falls so far outside of the guarantee period.


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 hope to better serve this customer in the future.

Consumer Response:


Complaint: ********

I am rejecting this response because:  There was no expiration date on the gift voucher neither was there a statement of 100 day guarantee on the gift voucher by raise.com.  I went to the the ****** website and it said: ****** Gift Cards don't have expiration dates or additional fees. Raise.com states they have a 100 day guarantee, but what that means is hidden in their website.  On the voucher itself, there is no statement that says there is a 100 date guarantee so how is one to know that such a thing exists and what it means.  

Raise.com uses deceptive business practices.  
Sincerely,

***** ********

Business Response:

After receiving the BBB complaint number ******** response, we have again reviewed the corresponding order number and are, unfortunately, unable to offer the customer a different resolution.


The Raise Guarantee is not printed on all eGift/vouchers because it is presented and linked on all order receipts from Raise.com. The Raise Guarantee is also presented on the Raise homepage, and all customers agree to abide by the 100 Day Money-Back Guarantee when they agree to the terms and conditions upon creating an account on Raise.com.


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. For this reason, we are unable to provide further assistance to the customer for this order.


We would like to again apologize for any inconvenience that the customer has experienced as a direct result of trouble with this order and look forward to serving this customer again in the future.

5/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a $25 gift card for ****** ***** from Raise.com in December 2015. I attempted to use the card today and it indicated the balance was $1. I looked up the prior gift card transactions and saw it was previously used two times in Michigan. I can assure you I have never traveled to Michigan! The first transaction occurred in August 2015 and the second in January 2016. How does it feel to trick people into spending money with you?

Desired Settlement: Refund!

Business Response:

After receiving BBB complaint number ******** we were able to review the order and offer a solution to the customer.


The customer placed an order on November 27, 2015 on Raise.com for a ****** eGift/Vouhcer with a balance of $25.00 for a purchase price of $19.00 which the customer paid $4.00 out of pocket as the rest was covered by Raise Rewards and a promotional code. The customer contacted the BBB as well as Raise, regarding this order on May 12, 2016. There is a 2-3 business day response time for emails sent to Raise.


While the order does fall outside of the 100 Day Money-Back Guarantee, the order was escalated to the Gift Card Support Team for further review, as all orders brought to the attention of Raise outside of the guarantee period must be reviewed by the Gift Card Support Team.


The Gift Card Support Team has determined that a refund will be provided to the customer for the we $4.00 spent out of pocket on this gift card. The customer was refunded as of May 17, 2016 and a confirmation email has been sent to the email address on the customer’s Raise account. This refund will be reflected on the customer’s original payment source in 1-3 business days.


Overall, we are pleased to have resolved this issue for the customer and look forward to serving them again in the future.

Consumer Response:
Better Business Bureau:

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

Sincerely,

***** *******

5/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have used Raise.com to purchase gift cards and in February purchased two sizeable gift cards for ***************** to make a big purchase at a discount. I used the gift cards right away and it wasn't until April when I went to make another ************ purchase that I found out my account was frozen. After contacting ************, I was informed that one or both of the gift cards used was fraudulent. I was extremely upset at having my reputation compromised and I have spent hours trying to figure out how to remedy things between Raise and ************** As soon as I learned there was an issue with the gift cards, I contacted Raise. I spoke to a customer service representative on the phone and he said that Raise would stand by the cards and refund the money, but they would also help me remedy my reputation with *************. He sent a follow up email asking for additional info. I sent an email to ************* and they cc'ed Raise on emails back indicating the cards that were fraudulent. No one from Raise has responded and it's been week. I then contacted them two times again indicating how disapppointed I was that no one was reaching out to me or ************* and indicating that I was going to file this complaint. I've heard nothing from them. Today I used their website chat tool and spoke to someone named *******. He said he would look into refunding the gift cards and that they were working on email response times. He asked me for info on what happened and seemed to have no notes in the system. I told him I don't want to use their service any more and I want the remaining gift cards I have refunded. He said they could only refund where there's an issue. He called to follow up and said the same thing, they could not do anything for me except to refund for a gift card after an issue has taken place. Not an acceptable response.

Desired Settlement: I want someone to contact me to apologize for selling me a fraudulent product and further I want my money refunded for all unused gift cards. I do not want to take a chance using gift cards that may be fraudulent again. I have spent hours trying to remedy this situation and I would also like to be compensated for my time.

Business Response:

After receiving and reviewing BBB complaint ******** and the corresponding order numbers, we were able to review the orders and the customer’s account.


The customer purchased two ************* gift cards from Raise.com in February and contacted Raise Member Services in April and May regarding these orders.


On May 2, 2016, the customer spoke with a supervisor regarding these two orders. The customer confirmed that both of the gift cards were successfully redeemed for the intended merchandise from ************* and the merchandise has been received. At this time, the customer’s ************* account is also fully active.


The supervisor offered the customer to have all of the physical gift cards that she purchased, and have gone unused within the 100 day guarantee period, refunded once they are returned to the Raise office. The one eGift card that the member had unused within the 100 day guarantee period is in the process of being relisted onto the marketplace and will be refunded once it has sold on the marketplace.


Raise does not normally offer returns on valid gift cards, but we understand that the customer had an unfortunate experience so the supervisor extended the courtesy of having all of these aforementioned gift cards refunded.


We would like to extend our sincerest apologies for the experience this customer has had with ************* and are going to continue to work with the customer until all of the offered refunds have been processed. We would like to consider the issue resolved at this time.

Business Response:

After receiving and further reviewing BBB complaint number ********, we are, unfortunately, unable to offer the customer a different resolution, but we are happy to offer the customer a credit now that she has expressed that she would be open to accepting it.


Raise has already offered to return all of the gift cards within policy for the customer so that she does not have to use the website going forward, as that is what she has asked for us to do. The Raise 100 Day Guarantee does not offer refunds for valid gift cards that are no longer wanted. This was a courtesy offered to the customer because of the experience that she had.


We are happy to offer the customer a Raise credit of $20.00 to use toward a future purchase. At this time this is the largest credit we are able to give the customer as we are already refunding for all of the gift cards that are to be returned.


We would like to consider the issue resolved at this time and hope that the customer finds a refund for all of the gift cards that are being returned and complimentary credit a suitable settlement.

Consumer Response:
Complaint: ********

I am rejecting this response because: This is an insulting response.  I've spent hours of my time dealing with this company and other companies because of their conduct and they have taken no responsibility for their actions.  They cite returning a few of the cards I recently purchased as what they have done for me, that's just ridiculous.  They shouldn't be selling fraudulent products and a $20.00 credit is just an insult.  I may need to file a legal complaint since it seems like Raise doesn't have any interest in resolving this matter.

Sincerely,

******** ******

5/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On November 27th, 2015, I purchased a ****** gift card (value of $259.49) for $243.92. On March 3rd, 2016, I discovered that the gift card had a balance of $0 and so I reported this to Raise. My report came in at 97 days from purchase date, which qualifies me for the company's 100 day raise guarantee. Which can be found here: https://www.raise.com/return-policy After approx. 40 email exchanges and 10 phone calls with the company doing everything they have asked to prove that I did not spend the gift card, the company still refuses to refund my money and has endless vague delay tactics as to why they are still investigating the matter.

Desired Settlement: I'm seeking a refund of $243.92 (purchase price) and an apology.

Business Response:

After receiving BBB complaint number ********* we were able to review the order and offer a solution to the customer.


On November 27, 2015 the customer made a purchase on Raise.com for a ****** eGift/voucher with a balance of $259.49 and a purchase price of $243.92. The customer contacted Raise on March 4, 2016 and expressed to the serving agent that the physical gift card that she has received had a $0 balance when attempted to use in store.


****** had a policy change in early January where they stopped accepting eGift/vouchers for their merchandise credits. The eGift/voucher that the customer received electronically in her Raise wallet in November 2015 was a merchandise credit. As this purchase was within the Raise Guarantee, Raise requested all sellers to send the physical gift cards to the buyers that would have been affected by this change.


All merchandise credit gift cards were sent out regardless if they had been used while in the eGift/voucher format by the buyer as the sellers went ahead and sent out their entire inventory to ensure that every card made it to the buyer in the case they had not used it, or did make a return on that card number after the fact. The cards sent out came with an insert stating that the ****** policy had changed.


We understand that this can be confusing and part of the reason that the process to resolve this for the customer took so long is because it is possible that the customer did use the funds on the gift card while it was in the eGift/voucher format. While that is still possible, Raise has issued the customer a refund for the full purchase price of $243.92. The customer was notified of this refund on May 12, 2016 and the refund should be on shown back on the original payment source within 1-3 business days.


Overall, we are pleased to have resolved this issue for the customer and look forward to serving her again in the future.

Consumer Response:
Better Business Bureau:

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

Sincerely,

****** *********

5/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I happened to purchase a $200 eGift certificate for the ***** ****** restaurant from Raise.com. Before attempting to use it I checked its balance and learned it was $0.00. I called the parent company ****** and learned the card had been cancelled by their corporate office ten days after it was issued because it was a fraudulent transaction. Because it was now over 100 days, they said there was nothing they could do. I protested and they said they would reimburse me $25 and that I could take $5.00 off a future purchase of $50.00 or more. I said they could keep their generous offer as I planned to spend my time sharing my experience with others. STAY AWAY FROM THEM!!! Here's their response: ******* (Raise Support) May 6, 11:28 Hello ****** Thank you for contacting us in regards to your ***** ****** gift card in order *********** We received a request to look further into the ***** ****** gift card, but we regret to inform you that your order falls outside of our 100 Day Money-Back Guarantee. Due to the amount of time that has passed since the order was placed, we are unable to issue a refund or replacement card. Please accept our sincerest apologies for any inconvenience this may cause, and we would like to offer you a discount on your next purchase. Enter code 5ONRAISE for $5.00 off your next order over $50.00. Our protection policy has been established to cover all gift cards for 100 days from their date of purchase, and as such, our members are encouraged to redeem the card within this time-frame. We appreciate your understanding in advance and welcome any questions you may have about our policies. Sincerely, ******* Raise Member Services support@raise.com

Desired Settlement: Refund for cost of eGift card.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


On July 24, 2016 the customer made a purchase on Raise.com for an Olive Garden gift card with a balance of $200.00 for a purchase price of $156.00. The customer then contacted Raise Member Services on May 6, 2016 and expressed to the serving agent that the gift card did not contain the expected value. The customer also gave the information to the agent that he had received from the gift card’s parent company. During the phone conversation the serving agent explained our policy and apologetically declined this customer’s refund request.


As this purchase is so far outside of the Raise 100 Day Guarantee, Raise is unable to take further action on the order. The 100 Day Guarantee is in place to protect the purchase price of an order for the first 100 days from the date of purchase. After that time, Raise is happy to look into any gift card issue but cannot offer a refund in the same way that we do within the first 100 days.


Had the customer contacted us within the first 100 days, we would have been happy to offer a further resolution. In this case, the order fell so far outside of the guarantee period that a refund could not be provided, and the customer was offered a promotional code and a $25.00 credit as recompense.


We would like to sincerely apologize for the inconvenience in this and would like to consider the issue resolved at this time.

Consumer Response:
Complaint: ********

I am rejecting this response because: They are enablers to a new form of business fraud. They enable individuals with criminal intent to seemingly legitimize their behavior. Their business model calls for them to make money off of these illegal transactions. Simply saying afterwards that we just "connect" people together in a marketplace is dishonest at a minimum and may be illegal. If this company really wanted to help the "marketplace" they would take physical ownership of the gift cards and age them so they are legitimate. I also bought another egift card earlier from Raise. Because the "seller" continued to hold the physical card they eventually used/stole the balance I had not used. In other words, I refunded the "seller" the cost of their gift card which they continued to use. All of this information is verifiable from the retailer I contacted. Raise also prominently displays the phrase on their egift cards something to the effect "VALUE NEVER EXPIRES". They should also have printed "VALUE MAY NOT EXIST OR MAY BE STOLEN".

Sincerely,

***** ******

5/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I added a card to my cart on the app. Then left the app to read the news. 10 minutes later I get an email stating I ordered a $150 card from them when I did not. This was a malfunction of their app. I now am negative. I do not want this card. I contacted them. I contacted chase stating I really do not want this card and simply want my money back.

Desired Settlement: I want the card to go back to the seller and my money to come back.

Business Response:

After receiving BBB complaint number ******** and reviewing the customer’s order and Raise account, we are happy to offer the customer a resolution.


On May 3, 2016 the customer purchased a ***** ***** ***** ****** gift card from Raise.com. Shortly after the order processed, the customer reached out to Raise Member Services and expressed that she had not meant to make the purchase. The Raise 100 Day Guarantee, unfortunately, does not cover buyer’s remorse or change of mind.


We would like to extend a one time courtesy for the customer to have the gift card relisted onto the marketplace and then refunded once the gift card sells. The gift card must sell before the the refund is processed as we are a member to member marketplace, and the funds that came from the buyer’s purchase are subsequently paid out to the seller. If the gift card takes longer than the end of the week to sell, we will expedite that process for the customer.


We would like to apologize for any inconvenience that this may cause the customer and hope to serve her again in the future.

5/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased qty 4 noah's gift cards and one yogurtland card. in each instance we used card once and thought the card was good. Later on we tried using the card again and were told the card is invalid/denied at retail location. I contacted Raise.com and informed them my cards were once good and now do not work. I asked them to provide a log showing the charges on the card so we can validate yes the card was used only once or perhaps there is fraud on the card - that is previous owner is still using the cards they sold to raise.com which then gave to me. When I called cust support on status of **** refund they say out of 60 day window.

Desired Settlement: I purchased 4 ****** gift cards and 1 yogurtland card. I want to be refunded the purchase value minus the charges that I made on them. I am not trying to get full refund, only the correct unused amount that I am owed. I am not trying to cheat anyone I just want my money back. I have spent a lot of money with raise.com and have been a loyal customer until this recent incident.

Business Response:

After receiving BBB complaint number ******** we were able to review the orders and offer a solution to the customer.


The customer contacted Raise Member Services May 7, 2016. During this conversation a ********** gift card was addressed directly. This gift card was purchased from Raise.com on December 18, 2016. While the gift card is outside of the Raise 100 Day Guarantee, the agent forwarded the request to the Gift Card Support Team for further review. The Gift Card Support Team has a 10-14 business day response time, and this order was addressed in the order in which it was received. The ********** gift card was refunded in full as of May 10, 2016, and the customer has been notified via email that it could take 1-3 business days to see the refund on the original payment source.


The other two orders in the complaint have also been addressed. These two orders each contained two ****** *** **** ****** gift cards. The first order was placed on December 22, 2014 for two ****** *** **** ****** gift cards, each with a balance of $25.00 and a purchase price of $20.00. Unfortunately, as of today, the order is 504 days old and so far outside of the Raise 100 Day Guarantee that further action cannot be taken on this order.


The second ****** *** **** ****** order was placed on January 24, 2016 for two $50.00 gift cards, each with a purchase price of $35.98. While this order was also outside of the Raise 100 Day Guarantee, the Gift Card Support Team further reviewed the order and has completed a refund for $71.96, the full purchase price of the two gift cards. The customer was notified via email as of May 10, 2016.


Overall, we are pleased to have resolved two of the three issues for the customer, and apologize that we are unable to refund the third order outside of policy. We look forward to serving the customer again in the future.

Consumer Response:
Better Business Bureau:

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

Sincerely,

****** *****

5/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a ***** voucher in for $205.65 in August, 2015. When I went to use the voucher in February., 2016. It was not valid, smaller ones I had purchased from raise were valid. I immediately contacted c.s. And they said ***** switched its policy and were longer taking vouchers of higher amounts. Raise c.s. Said they would contact the seller to see if they had the physical card. Recd email on 2/8/16 stating they were looking into the issue. I chatted on 4/22/16 with raise c.s. Because I had not heard anything about a resolution. They stated that it was outside the 100 day guarantee. Raise never once informed consumer of the policy change of ***** no longer accepting vouchers. On my acct, raise even changed the form, it said voucher before and now it says physical gift card, even though they do not have the gift card to offer me. Raise should have contacted all consumers that purchased ***** vouchers and made them aware of the policy change.

Desired Settlement: Desired outcome is a refund of the purchase price of this voucher that can not be used due to policy change consumers were not made aware of, but Raise knew and then switched the accts to show a physical gift card was purchased when in fact, A voucher was purchased.

Business Response:

After receiving and reviewing BBB complaint number ********* and the corresponding order number, it appears that the current resolution is warranted.


The customer purchased a ****** eGift/voucher gift card from Raise.com on August 10, 2015. The gift card was valued at $226.24 for a purchase price of $205.65 In the order were also three other gift cards of varying brands.


On February 14, 2016 the customer contacted Raise Member Services and informed the serving agent that the gift card was not working in store. At that time, the serving agent informed the customer of the recent change in ****** policy, that they no longer accept eGift/vouchers for merchandise credits. The agent reached out to the sellers, although the order did already fall outside of the guarantee period, to see if the physical gift cards could be obtained for the customer.


All of the customer’s affected by the ****** policy change, that had orders within the 100 day guarantee period at the time, were notified and sent the physical cards when they could reasonably be obtained from the sellers.


The seller of this customer’s physical gift card did not have the card, as sellers also have a similar guarantee to the buyer guarantee, and the order was then escalated to the Gift Card Support Team because the order was outside of the 100 day guarantee period.


Regrettably, our Gift Card Support Team was unable to respond in a timely fashion. The customer was notified, upon contacting Raise again, that the order could not be refunded due to the amount of time that had passed since the guarantee period had ended. We understand that this is an unacceptable time frame for a customer to wait for a resolution and we are actively working to minimize our response times overall.


We would like to apologize for the length of time it took for this issue to be resolved and any inconvenience this may have caused. We feel that this issue has been resolved in accordance with the Raise guarantee and would like to consider it resolved at this time.

Consumer Response:


Complaint: ********

I am rejecting this response because:  I understand Raise has a 100 day guarantee, but the circumstance of this situation falls outside of a normal circumstance.  Raise should have informed all buyers of the fact that Lowe's was no longer accepting these vouchers thus making them void and that it is imperative that they take action to receive the physical card or BETTER yet Raise should have retrieved the physical card and send it out to the buyer themselves.   It should not be the responsibility of the buyer to "figure" this out by themselves.

THe fact of the matter is the voucher I purchased is void due to Raise not informing me that I must contact them immediately to get the physical card.  This is negligence on Raise's fault as they went into my account and changed the voucher status to a physical gift card.  Why would they do that?  What right do they having changing the type of merchandise I purchased?  I don't even have access to the worthless voucher I received now because they deleted it.  Why?  This is fraud and I want to be refunded the purchase price of the voucher


Sincerely,

**** *********

Business Response:

After receiving and reviewing BBB rejection response for complaint number ********* we are, unfortunately, unable to offer the customer a different resolution.


While this is a different circumstance than the usual with a gift card marketplace, the Raise 100 Day Guarantee is in place for the first 100 days from the date of purchase. After that time, Raise cannot offer further action in the same way we would within the first 100 days. In this specific case, the order purchased on August 10, 2015 fell outside of the guarantee period as of November 18, 2015. ****** did not change their policy until after the new year in 2016.


The eGift/voucher in the Raise wallet did change to appear as physical as that overall product source was changed by our Development Team, so it looks different in the wallet. At this time, the product source has been changed back for this specific gift card and the customer again has access to the card number.


This eGift/voucher was delivered on August 10, 2015 as a merchandise credit, which has not been changed, the only change that was made is in regards to ****** policy and how they accept the cards, which, unfortunately, Raise does not control.


We would again like to apologize for any inconvenience this may have caused and look forward to serving this customer again in the future.

5/10/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased 25 ******** Gift Cards from Raise.com for $1045 (each gift card = $41.82) on 9/13/2015, which were worth a total of $1250. Because the gift cards were advertised as "Does Not Expire," I only used 3 gifts card until now and did not even touch the remaining cards. However; on 4/28/2016, when I tried to use one of the gift cards, ******** prompted me that the gift card does not contain a credit balance. Astonished, I tried to use other cards and to my utter shock, none of the cards contain a credit balance. In other words, every gift card has been reset to $0, even though I have not used any even a single time. As a result, I am currently in possession of 22 (out of the total 25) ******** gift cards (purchased through Raise.com) that shows $0 credit balance.

Desired Settlement: I expect to receive a refund of $920.04, which is the amount I paid to purchase these gift cards.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order numbers, it appears that the current resolution is warranted.


On September 13, 2015 the customer purchased 25 **** **** gift cards from Raise.com. All of the gift cards contained a balance of $50.00 with a purchase price of $41.82. The customer contacted Raise Member Services on April 28, 2016 and informed the serving agent that he was unable to redeem 22 out of the 25 gift cards. As the order was outside of the Raise 100 Day Guarantee at that time, the serving agent informed the customer that the order could not be refunded as the policy time had lapsed.


During that phone conversation, the customer also spoke with a supervisor who again explained the guarantee to the customer and offered $50.00 in Raise Credit as recompense.


The Raise 100 Day Guarantee is in place to protect a customer’s purchase price for the first 100 days from the date of purchase. After that time frame has passed, we are happy to look into any gift card that has an issue but cannot guarantee a refund in the same way that we do within the first 100 days.


In this case, the order falls so far outside of the guarantee period that we are unable to take further action. We would like to apologize for any inconvenience this had caused the customer, and would like to consider the issue resolved at this time.

5/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought 10 ****** bread GC ($20 each, order number **********) from Raise in Nov. 2015, and 2 of 10 were stolen in Dec. 2015 and I got refund from raise. This month another 2 were stolen and raise customer service told me they are not responsible for that and couldn’t refund me. I bought another 1 ****** bread GC (order number *********** from raise on Nov. 24 and it had $50+ balance when it was stolen in April, 2016. Raise said they couldn't refund me.

Desired Settlement: Refund the money that I paid for the gift cards.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order numbers, it appears that the current resolution is warranted.


The three ****** gift cards mentioned in the complaint were purchased by the customer across two different orders. One order was placed on November 1, 2015, and this order contained the two $20.00 gift cards each purchased for $16.00. The second order was placed on November 24, 2015 for a $200.00 gift card with a purchase price of $150.00.


The customer contacted Raise Member Services in December 2015 in regards to two gift cards from the order with the two $20.00 gift cards, but not the same two gift cards. The gift cards that had a problem were refunded right away. At that time, both orders were within the Raise 100 Day Guarantee so a refund was offered.


At this time, both of the orders are now outside of the Raise 100 Day Guarantee. Outside of the guarantee period, Raise is happy to look into a gift card that has a problem, but cannot guarantee a refund in the same way that we would within the first 100 days.


In this case, the orders fall so far outside of the Raise 100 Day Guarantee period, that no further action can be taken on the orders. We would like to apologize for the inconvenience and would like to consider the issue resolved at this time.

5/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a gift card from raise.com while in the United States off of my mobile phone. My debit card was charged and the gift card was being processed. However I received a cancellation notice by email. When calling in I was put on hold and then told by someone that I had purchased my card from outside of the country and therefore I was unable to do business with them. I told them where I was and their response was that I was so close to Canada the system was picking up a Canadian address! This is unacceptable, I was put on hold for about 16 minutes and was told that there was no supervisor that could help me and that they were very sorry, but there was nothing I could do and that I would get my money back at some point. This 100.00 was not able to be used during our family vacation, and this process ruined our entire vacation, and I was told that contacting the BBB was my right and that they had nothing further to say and they hung up. This is fraud at its best.

Desired Settlement: This ruined my entire vacation and the money I had set aside to feed my family dinner was now tied up and unable to be used. Disappointment to my entire family, so disgusted... We had to eat at fast food places because our money was now spent and there was nothing they could do about it!!!

Business Response:

After receiving BBB complaint number ********, we were able to review the order in question.


The customer placed an order on Raise.com on April 8, 2016 for a ****** ***** Steak House gift card with a value of $150.00 for a purchase price of $106.95, $101.06 after a weekend promotional code was applied. This order was canceled within ten minutes of the order being placed due to the transaction being placed internationally, and the member was notified via email immediately upon the transaction being canceled.


Raise currently does not transact outside of the United States, so someone with a United States credit card and billing address, even very close to the United States in Canada, is unable to place a successful order.


We do understand that this can be an inconvenience and apologize that the customer was not directed to his financial institution for further assistance with the pending charge. Once a purchase is placed on Raise and then canceled, the funds are returned to the customer’s payment source immediately from Raise, but the financial institutions do not always get the funds returned as quickly. This process can take up to 7 business days depending on the financial institution.


The full purchase price of $101.60 has been returned to the customer’s original payment source, and if they are still not seeing it will need to contact their financial institution as the funds have been fully released from Raise as of April 8, 2016.


We would sincerely like to apologize for the inconvenience that this has caused the customer and consider this issue resolved at this time.

Consumer Response:
Complaint: ********

I am rejecting this response because when I called the help desk, they told me that there was nothing they could do and that no supervisors were available to help me with my complaint and that I would just have to wait until they could figure it out to process my refund. This is not acceptable when there was no disclaimer that said "if you are by the Canadian border please don't use Raise"  This left me without money on my vacation because it was now tied up.  This type of behavior should be reflected in their rating.

Sincerely,

******* *****

Business Response:

After receiving BBB complaint number ********* we again reviewed the order and are, unfortunately, unable offer a different resolution.


At this time, Raise has fully refunded the purchase to the customer and confirmed that the transaction returned to the customer’s account was successful.


When the customer contacted Raise the first time on April 8, 2016, before placing his order, he did ask questions about using Raise gift cards outside of the United States, at which time, the serving agent did answer all of the customer’s questions. While Raise does express that we are unable to process transactions outside of the United States, we understand that this specific instance was unfortunate.


We would like to apologize for any confusion or inconvenience this may have caused and consider the issue resolved at this time.

5/7/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On 1-16-2016 I purchased a gift card from raise order number **********. It was a ******** ****** gift card for $71.22. I purchased it for $64.10. They have a guarantee for the card being good. A few days later I tried to use it and it was denied with a zero balance. I contacted the company and they kept sending emails that they were going to get back with me. I finally attempted to reverse the charge with ******** ******* and it was denied.

Desired Settlement: $64.10

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, it appears that the current resolution is warranted.


On January 16, 2016 the customer made a purchase on Raise.com for a ********** ****** gift card with a purchase price of $64.10 and a value of $71.22. The customer contacted Raise Member Services in March with questions regarding not seeing the gift card in the Raise wallet, to which the customer received responses about how to add the gift card back to the Raise wallet if it had accidentally been deleted.


The customer contacted Raise Member Services again on April 11, 2016 expressing that the gift card was unable to apply to an online order as it did not have a balance. Email responses typically take 2-3 business days. On April 13, 2016 Raise received a credit card dispute from the customer for this order. Once a dispute has been put on an order, any correspondence while a dispute is active must go through the bank and Raise.


This dispute was won by Raise as the product was successfully delivered to the customer upon purchase, and the date of inquiry fell outside of the Raise 100 Day Guarantee. During further review by the Gift Card Support Team, we were able to determine that the gift card was used by the member the day after the gift card was purchased. A purchase was made on January 17, 2016, using the entire amount of the gift card, $71.22, at the ********** ****** in Crestview Hills, KY. This ********** ****** store location is approximately a 25 minute drive from the customer’s billing address, so it was determined by the Gift Card Support Team, that the customer had been able to successfully redeem the gift card.


We would like to apologize for any confusion and inconvenience this issue may have caused. We would like to consider the issue resolved at this time and look forward to serving the customer again in the future.

Consumer Response:  
Better Business Bureau:

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

Sincerely,

***** ******

5/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchase a Raise card to *********** Restaurant. The gift card amount was $100 for $75 i purchased the card on 9/5/15. I used $57 of it on 9/26/15, so there was a $43 balance. This weekend I went back out to dinner with the family to find out my $43 card had a $0 balance. The history shows it was used in OKC where ive never been, Raise says their policy of 100 days expired.. I'm out $43 and they send me a $5 off my next purchase.. Really?? Extremely upset!! Gift Card Number: ****************** Gift Card Face Value: $0.00 For current value see below Date Action Amount Store location 2016-04-26 20:30:22 Redemption -43.00 Mahogany - OKC, L.L.C. 2015-09-26 17:31:21 Redemption -57.00 Charleston's - Mesa, Inc. 2015-08-17 19:10:17 Increment 100.00 ************ ** ******* **** 2015-08-08 13:01:47 Redemption -59.97 Charleston's of Norman, Inc

Desired Settlement: I want my $43 refunded..

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, we are happy to offer the customer a resolution.


On September 5, 2015 the customer purchased, from Raise.com, a ************ Restaurant gift card with a value of $100.00 for a purchase price of $75.00. The customer then contacted Raise Member Services via email on May 2, 2016 and expressed that the gift card did not have the full balance because it had been used at a location nowhere near him.


Unfortunately, the order fell outside of the Raise 100 Day Guarantee, and the serving agent did inform the member that no further action could be taken on the order for this reason. While the Raise 100 Day Guarantee does not cover orders outside of 100 days from the purchase date, we would like to provide this customer with a one time courtesy.


We have applied $32.25 in Raise Credit to the customer’s account to use on a future purchase. This credit is the adjusted amount that would have been refunded had the issue with this customer’s gift card occurred within 100 days. The credit is already in the customer’s account and ready to use. The credit will automatically apply to a future order and there is no minimum purchase amount.


We would like to consider this issue resolved at this time and hope that the customer finds a Raise Credit a suitable settlement.

Consumer Response:
Better Business Bureau:

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

Sincerely,

****** *********

5/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased lowes e-card with no expiry date from Raise. Now this e-card is not working at lowes. I contacted to Raise and they are denying to provide help due to their 100 days guarantee has gone. They informed me that Lowes recently changed card acceptance policy. As customer I purchased card from Raise and if Lowes has changed card acceptance policy then Raise should provide physical cards to their customers. As card is not working so this purchase is totally loss for me.

Desired Settlement: I need replacement card from Raise. They are doing business of selling cards to clients so its their responsibility to support customers if their cards are not working for any reason. They can contact Lowes and solve this issue internally.

Business Response:

After receiving BBB complaint number ********* and reviewing the corresponding order number, we are happy to offer a solution to the customer.


The customer purchased a ****** eGift/voucher from Raise.com on December 1, 2015 for a purchase price of $38.38, after a promotional code and rewards were applied, with a value of $57.53. On April 27, 2016 the customer contacted Raise Member Services, and the serving agent informed the customer of the ****** policy change.


While the order was already outside of the Raise 100 Day Guarantee at that time, the serving agent reached out to the seller in an attempt to obtain the physical gift card for the customer. Raise is a member to member marketplace, meaning that all of the gift cards are coming from individuals and not from the brands themselves.


As the physical gift card could not be obtained from the seller, as they, like buyers, have a similar 100 day guarantee, the customer was notified that the physical card could not be delivered and a refund could not be provided as the order fell outside of the guarantee period.


We understand that this is a frustrating situation, and as this is the customer’s first and only purchase, we would like to provide the customer with the out of pocket cost of $38.38 in Raise Credit. Since the order is outside of policy, we will not be able to return any of the promotions used on the order. The Raise Credit of $38.38 is in the customer’s account and ready to be used. This credit will automatically apply to a future purchase, and there is no minimum purchase amount for it to apply.


We would like to consider this issue resolved at this time and hope that the customer finds a complimentary credit a suitable settlement.

Consumer Response:
Complaint: ********

I am rejecting this response because: I purchased gift card from Raise and it was showing no expiry on it. Now card is not working and I do not understand meaning of no expiry due to this reason. I can accept physical gift card from ***** for same amount I purchased from Raise.

Sincerely,

***** ***

Business Response:

After receiving and further reviewing BBB complaint number ********* we are, unfortunately, unable to offer the customer a different resolution than that previously provided.


While there is no expiration on the gift cards, the Raise 100 Day Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase. In this case, we have placed a credit of $38.38, the out of pocket cost the customer paid for the gift card, into their Raise account to use toward a future purchase. This credit can be used to purchase a new ****** physical gift card if that is how the customer chooses to spend it.


Raise does not cover purchases that are brought to our attention outside of the 100 Day Guarantee, but are happy to be able to provide a resolution to this customer. We would like to consider the issue resolved at this time and look forward to serving them again in the future.

5/4/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Placed order 4/6/16 with Raise for physical and electronic gift cards. Received electronic gift card immediately, but have not received physical gift card in the mail (even after awaiting the 3-14 business days as instructed in order invoice).

Desired Settlement: Please credit the $83.05 I paid for the physical gift card that I never received.

Business Response:

After receiving BBB complaint number ******** and reviewing the corresponding order number, we are happy to provide the customer with a resolution.


The customer placed an order on Raise.com for a ******** physical gift card on April 6,2016. An email was sent by the customer to Raise Member Services on April 26, 2016, and regrettably, our Member Services Team was unable to respond in a timely fashion. We give physical gift cards 3-14 business days to arrive to the customer. In the case that a physical gift card does not arrive in the allotted time frame, we encourage the customer to contact us, as we are more than happy to resolve the situation.


In this case, we have refunded the customer the full purchase price of the gift card, $83.05. A confirmation email has also been sent to the customer, and the funds should be seen back on the customer’s original payment source in 1-3 business days.


We’d like to apologize for any inconvenience this may have caused the customer and look forward to serving them again in the future.

Consumer Response:
Better Business Bureau:

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

Sincerely,

**** ** ******

4/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 5/10/2015 purchased a $50 **** gift card from raise.com The gift card stated it did not expire so I figure that I had time to use it. I checked the balance today and after calling raise.com was informed it had no value. They did not know what the problem was but refused to issue another one nor refund my purchase. I believe a company selling gift cards with no expire date should honor that statement. If u have to use it within 100 days they should make it clear on the website.

Desired Settlement: I would like a refund or a replacement.

Business Response:

After receiving and reviewing BBB complaint number ******** and the corresponding order number, we are happy to offer the customer a resolution.


The customer purchased an **** gift card card from Raise.com on May 10, 2015 for a value of $50.00 and a purchase price of $40.40. On April 23, 2016 the customer contacted Raise Member Services and expressed to the serving agent that the gift card could not be redeemed. Unfortunately the order falls outside of the Raise 100 Day Guarantee and the serving agent was unable to offer a refund for the purchase.


While there is no expiration on the gift cards, the Raise 100 Day Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase. In this case, we are happy to make an exception with a one time courtesy refund in the form of Raise Rewards. The amount of $40.40 is now available in the customer’s Raise account to use toward a future purchase.


We would like to consider the issue resolved at this time and hope that the customer finds a Raise credit a suitable settlement.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. Thanks for your help.

Sincerely,

***** *****

4/29/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have purchased numerous gift cards from this site. There have been issues in the past with the cards having a zero balance shortly after using them. On this occasion I purchased a few Lowes egift cards. After a month or so, Raise.com sent me an email stating that the egift cards are not to be used(there was a problem with them) and they were sending me physical cards instead. When I went to use the cards a while later, Lowes said they were not valid-someone had used all of the card balances($165.12 and $316.85) exactly 100 days after I originally purchased them. Raise.com said that they only guarantee the balance on the cards for 100 days. It appears as though this is some sort of scam originating with people posting cards on this site and perpetuated by the site by not informing customers that this is an ongoing issue of people using their site in this fashion. I assumed that once they sent me the physical gift cards in place of egift cards that the 100day clock would reset since they recognized there was an issue with the original cards. Or they should have warned me that there might be something shady going on. Consumer BEWARE!!!! This seems to be an ongoing pattern with this site, and criminals are using their service to scam people. The site should be more diligent about warning their customers.

Desired Settlement: The site should refund the money spent on these cards. I already reached out to their customer service. They originally said they would get back to me 10-14 days after my complaint. It took them much longer than that, and said that because it occurred 100 days after purchase, they would do nothing for me.

Business Response:

After receiving BBB complaint ******** and reviewing the order it is regarding, it appears that the current resolution is warranted.


The customer placed an order on Raise.com on November 21, 2015 for six ****** eGift cards. The two cards in question were purchased with a $165.12 value and purchase price of $150.41 and a value of $316.85 and a purchase price of $288.62. On March 15, 2016 the customer reached out to Raise and expressed to the serving agent that these two gift cards, out of the six, had no value. These two gift cards had been mailed to the customer in the physical form at the end of January due to the ****** policy change.


At the time when the member contacted Raise, the purchase was already outside of the guarantee period, but we are always happy to take a look into an order to see if there is something that we can do.


The Gift Card Support Team was escalated the order by the original serving agent as the order fell outside of the guarantee period, and on March 30, 2016 they notified the customer that due to how much time had passed since the order was placed, the order could not be refunded. While there is no expiration on the gift cards, the Raise 100 Day Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase. For this reason, Raise is unable to offer a refund to the member for the purchase.


We would like to sincerely apologize for any inconvenience this may cause and look forward to serving the member again in the future.

Consumer Response:


Complaint: ********

I am rejecting this response because: Raise should make customers aware that this is an issue with their business. It appears that there is some sort of criminal element that is selling gift cards on their site.  It appears as though people post these gift cards on their site-hold onto the gift card numbers, wait until it is exactly 100 days after the purchase and then utilize the gift card number for a purchase of their own.  Essentially stealing from the purchaser.  Raise.com should be pressing charges against the seller and warning people who buy cards front them that this could occur.  They must know this is an issue.  Shame on them from withholding this info.  

Sincerely,

***** *****

Business Response:

After receiving BBB complaint ******** and the rejection response we have again reviewed the order it is regarding, and unfortunately, are unable to offer the customer a different resolution.


The Raise 100 Day Guarantee guarantees all purchases for 100 days from the order date, and we understand the concern regarding gift cards after that time. This is why we do encourage customers to use the gift card within that time frame.


The gift cards that were received as physical cards after the initial purchase were originally received by the customer as eGift vouchers to the Raise wallet and were available for use electronically until Lowe’s changed their policy in January of 2016, when the physical cards were sent.




Whenever an issue occurs regarding a gift card, whether it be within or outside of the guarantee period, our Seller Support Team will do their due diligence to ensure that the necessary steps are taken with the seller.


As the customer contacted Raise outside of the guarantee period regarding this order, no further action can be taken. For this we sincerely apologize. 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.

4/25/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased gift cards on Feb 15, 2015. When I tried to use them six days later, the cards either had no value or not the full face value. I called and emailed Raise.com multiple times with the resolution, but they assured me that all of their cards are backed by their 100 day guarantee. However, I have yet to receive a refund for the fraudulent cards. Either Raise sold them twice or the seller used them prior to my attempt to use them. I have had no return correspondence from Raise stating the reason they are stealing my money. I do not use *********** to redeem my cards, as I do not consider it to be secure. I only use ******* store numbers: *********** ************** ****** ********* I do not travel to other stores inside or outside of my state to redeem my cards. They should be able to verify who made purchases on ***********. When they do, they will find that I did not redeem the cards. Also, I was told that they charge the seller when cards have been redeemed by the seller, and if so, they have received money for these cards twice. I have been forced to file a dispute with my credit card company to revoke the charges.

Desired Settlement: Refund my credit card for the cards that were fraudulent. The cards either had no value or diminished value when I attempted to use them.

Business Response:

After receiving BBB complaint number ********* we were able to review the orders in question.


The customer placed four orders on Raise.com on February 15, 2016. Each order contained at least two ******* eGift vouchers. On February 23, 2016 the customer contacted Raise Member Services and relayed to the serving agent that all of the cards in three orders no longer contained the expected value. The customer again contacted Raise Member Services about another order that was not working on February 25, 2016. Both serving agents relayed to the customer that the orders would have to be escalated to the Gift Card Support Team due to the high value of the gift cards.


Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and, as mentioned by the customer, a dispute was filed on two out of the four orders. The two orders that were disputed have been resolved in favor of the customer and the refund of $2562.60 that they are receiving will come through their banking institution.


In regards to the orders that were not disputed, we have issued a refund for one of the orders and are continuing to work with the brand to come to a resolution for the customer for the order with the purchase price of $1950.00. To complete our conversation with the brand, we have reached out to the customer and will need a response from them before we can get this expedited and completed. We understand that this is an unacceptable time frame for a customer to wait for a resolution and we are actively working to minimize our response times for the Gift Card Support Team.


We would like to sincerely apologize for any inconvenience this has caused for the customer and will continue to work with the customer and the brand until the only outstanding order has been resolved.

Consumer Response:


Complaint: ********

I am rejecting this response because:

It is not my desire to extend this complaint, however, I have contacted my credit card company and their policy is for the dispute not to be complete for 90 days after the dispute was filed. It will be resolved if there is no correspondence from Raise during that time. I filed the disputes around the week of 3/20, so it will remain open with them until approximately 6/20. Because I contacted Raise in regard to these orders on Feb 24,25,29 , Mar 4, 9, 17 I have no guarantee of receiving correspondence from Raise other than maintaining this open dispute. I would like for this case to remain open until 6/20 when the 90 days have been completed.

Other than that I am satisfied with the response from Raise.

Sincerely,

***** *****

Business Response:

After reviewing the rejection to BBB complaint number ********* 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.

4/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a ******** discounted gift card on January 24, 2016. The order number is *********** The gift card number is ***** **** ***** The card amount is $25.00 and I paid $22.16. I never received this gift card. The company would not give me the refund even though they said their company has a 100 day guarantee. Their support team, ****, said that the card was scanned and received in my area and she was accusing me that I have used the card which in fact I have never even received it. After going back and forth, they finally refunded me $22.16 on March 18, 2016. I never used their company again and vowed never to use them ever again. Then, today April 11, 2016, I noticed a pending charge on the credit card of $22.16 and I also received from **** from Raise support team that the refund has been reversed and they are again charging me of $22.16 for a gift card that I never received. I thought this nightmare was over and now I receive this ridiculous email and a charge once again. I called and spoke to a supervisor named ****** and he insisted that I received this gift card and used it and there was nothing he can do. He said they will not reverse the charge because he believes that i have received and used it. He said that I am out of luck and he thanked me for reporting this incident to the BBB. All I want is for the company to stand by their March 18, 2016 refund of 22.16 and not charge me this amount because they think that I have received this card and used it. They are accusing me of a fraudulent act when in fact I believe their company needs to be seriously investigated. I have researched their reviews and many customers would agree that their company needs to be investigated.

Desired Settlement: I want the company to drop the current charge of 22.16 and NEVER touch my account or charge my credit card or have any contact with me. I do not want to deal with this company ever again.

Business Response:

After receiving BBB complaint number ********, we were able to review the complaint and the corresponding order number.


The customer purchased a ******** gift card, along with 7 other gift cards, from Raise.com on January 24, 2016 with a balance of $25.00 for a purchase price of $22.16. On January 11, 2016 the customer called in and expressed to the serving agent that the gift card had not arrived. As the gift card had tracking details showing that it had been successfully mailed out, per Raise policy, we must wait 30 days from the date of purchase to consider a gift card that shows tracking details lost in the mail.


The order was escalated to the Gift Card Support Team as the balance on the gift card was no longer full when the status of lost in the mail should have occurred. The Gift Card Support Team determined that the gift card had been successfully used in the customer’s area and the refund was initially denied as it appears that the member did receive the gift card and was able to successfully redeem for multiple purchases.


The gift card was then refunded in good faith that the member had not been able to use it. This decision was overridden when further investigation determined that the ******** gift card and another gift card that had been considered lost in the mail, were both use in the customer’s area.


At this time, we have again provided a member with a refund for the ******** gift card which she should see on her original payment method within 1-3 business days. While the Gift Card Support Team determined that no refund would be provided due to the likely receipt of the gift card and redemption in the customer’s area, we have provided this refund as a courtesy for the trouble and inconvenience this customer has incurred due to the back and forth with this order.


We would like to sincerely apologize for the inconvenience this has caused the customer, and at this time, consider the issue resolved.

4/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a ****** Gift card Order ********** on 1/4/16 in the amount of $940. I tried to use the gift card on 1/20/16 at ********** it would not work. I called Raise.com a few minutes later on 1/20/16 I emailed them on 1/20/16 and told them of the problem. I called and spoke to www.Raise.com and they agreed the card was not valid. They said they would refund my money within 2 weeks. A month later I called again and was told to wait a week. I emailed and was told to wait another 2 weeks. After waiting 2 months they still have not refunded my money. I contacted my credit card company and did a chargeback. Raise has once again via email admitted the card was no good but have now refused the chargeback and said they will not refund my money.

Desired Settlement: I wish for a refund of $984.00

Business Response:

After receiving BBB complaint number ******** and the corresponding order number, we were able to review the order and offer a resolution to the customer.


The customer purchased a ****** eGift card on January 4, 2016 with a value of $1,000.00 for a purchase price of $940.00. On January 26, 2016 the customer contacted Raise Member Services and expressed to the serving agent that the gift card was not working when he attempted to make his purchase. The serving agent confirmed that there was an error message and that the order would have to be review by the Gift Card Support Team due to the high value of the purchase.


Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was attempted to be resolved after a dispute had already been filed on the order. When a dispute is filed, Raise can no longer directly refund the gift card but must work with the customer’s banking institution for the refund.


In this case, the information initially submitted to the banking institution by Raise had a discrepancy and the dispute was fought by Raise when it should have been accepted. We have been notified by our payment processor that the customer should have been refunded through their bank initially. Should the bank deny their dispute due to the information provided by Raise, as soon as the dispute has been resolved, we will process the refund directly through our payment processor.


We would like to extend our deepest apologies for any trouble any inconvenience that this has caused and will continue to work with the customer’s banking institution, and the customer, until his funds have been returned.

Consumer Response:


Complaint: ********

I am rejecting this response because:

  You can see from their reply that they acknowledge what they sold me, a gift card had no value.  Well all they need to do is refund my money. 

They claim they can not work with me as I have filed a complaint , of course I did after them telling me for over 2 months they would refund my money.  ******* *** informed me that I had 90 days to file a complaint.   I did a ****** search and found that this is the way Raise.com operates.   They keep telling the customer they are investigating the problem and promise a refund.   Once the 90 days are past they tell the customer they are not eligible for a refund.


Sincerely,

******* ******

 

Business Response:

After receiving BBB complaint number ******** and the corresponding rejection, we have again reviewed the order and will continue to work with the customer until he has been fully refunded.


The escalation to the Gift Card Support Team took an extended period, and we understand why a dispute was filed by the customer. When a dispute is filed, Raise loses the ability to organically refund a purchase and has to go through the banking institution.


When a customer contacts Raise within the 100 day period, we go from the first point of contact and if that is within the 100 days, the entire correspondence time is covered within the guarantee.


We are working with our payment processor to make sure that the customer gets his refund whether is comes through his banking institution while the dispute is active or if the dispute is dropped or resolved not in the customer’s favor, then the refund will come through Raise directly.


We would like to again apologize for the inconvenience and want to work with the customer to make sure that his money is returned.

4/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was charged to my credit card for never making a purchase. The company said that they would issue a refund but never did. When I followed up with a second call they said that my request was rejected and that I would have to dispute the charge with my credit card. They never followed up with me about the the fact that the request was rejected and provided horrible customer service.

Desired Settlement: I would like a refund of the charge that was made to my credit card.

Business Response:

After receiving and further reviewing BBB complaint number ********, we are, unfortunately, unable to offer the customer a different resolution.


The customer contacted Raise regarding a $47.00 charge on March 3, 2016 via email. The serving agent asked the customer to call in as unauthorized purchases are taken very seriously, and we want to make sure to cover all bases. Upon calling in the customer was informed that the information regarding the unauthorized purchase would be forwarded to our Order Processing Team for further review.


After further investigating this charge, our Order Processing Team was able to use the account and payment information to determine that this charge was not fraudulent. The purchase was made under the same last name as the customer, which also successfully went through credit card verification. This purchase was also made on a different Raise account than the one the customer had initially used to sell a gift card.


Raise also has a security system in place that determines the validity of purchases while they are made and can also be checked after as well. The security system did not detect any fraudulent activity. The IP address of the customer and this order were also taken into consideration. The IP address of the order that was placed for $47.00 was determined to be close in location to the IP address of the verified email of the customer’s from her seller account.


While speaking with the Order Processing Team, the customer was also told that she could dispute the charge with her bank because although our system was able to determine that the purchase was legitimate and no refund would be processed through Raise, the customer’s bank may be able to assist more going forward.


We apologize for the inconvenience this may have caused. However, based on the information collected by our Compliance Team, we are confident that this order was not purchased fraudulently.

Consumer Response:
Complaint: ********

I am rejecting this response because: the representative that I spoke to said that the refund was denied because they had no record of the charge being made on that credit card.  This response from the company is completely opposite of that and claims that there was a charge made and that it was a valid charge from a valid IP address.  If that is the case then what was the item that was purchased and to what account was this made and under what name?  None of this information was provided when I talked with the representative which should have been shared with me if the company believed that I had made this purchase.    

Sincerely,

******** *******

Business Response:

After receiving the rejection to BBB complaint ******** and upon further review, we are still unable to provide a different resolution to the customer.


In cases of potential unauthorized purchases Raise cannot legally give out the information pertaining to the order in question. We would like to apologize for any inconvenience in this causes, but the customer is welcome to file a dispute in this case and we will be happy to work with the customer’s bank, as the order can contain sensitive information.


Raise is again unable to refund the purchase as the Order Processing Team was able to determine that the charge was legitimate, but would accept the opportunity to continue to resolve this through to customer’s bank.

We apologize for the inconvenience and look forward to continuing to serve the customer in the future.  

4/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Oct 4, 2015 I purchased two gift cards for a total of $174.00. I immediately contacted the gift card issuer to verify the validity and amounts. The vendor verified that both cards were valid and could be redeemed for the amounts specified. I went to redeem the cards on April 16, 2016. I was told by the vendor that the cards were now invalid. One was zero, the other $0.01. From the time I purchased and verified the cards, they were both fully redeemed by someone else after I purchased them. I notified Raise twice on the day I was trying to redeem the cards to let them know of the problem. Raise stated their 100 day guarantee and informed me I would receive no refund. I informed Raise that the mix up was on their end, as they provided me with Order Receipt ***********, but gift card vouchers were under Order #**********. Raise staff could not find Order #********** in the system. But again, they insisted I would not receive a refund, no matter what documentation I had indicating a mistake on their part. During an online chat with a Raise rep he stated "I can tell you that we certainly did not sell these cards to two different parties. The gift card account numbers are only available under one order, you order ***********" I stated "My vouchers clearly state the other order number. I know it doesn't show on your system. I suspect that's where the problem is. I have two different numbers." The rep replied "Our members are seeing another order being printed instead of their actual order number. It is an issue that is being actively looked into to correct. But that is definitely not the case. These gift cards number were only under your order. The other order is not even searchable in our system. Our IT Team is currently taking care of that issue. The order ********** is not an order in our system." After our conversation, Raise deceptively and fraudulently changed the online Order #'s to match and altered the docs to fit their version of the story.

Desired Settlement: I request a refund or account credit in the amount of $174.00. I have documentation that shows I received two different order numbers, a glaring error, even though Raise changed their online records as of today to reflect differently. Obviously, there was a problem on Raise's end and a glitch occurred that produced vouchers to my account that did not belong to my order. I did do due diligence and immediately verified the full and valid balance of the cards. Unfortunately, Raise had another order out in the ether that conflicted with mine, which they cannot locate in their system and they deny was ever there. As a repeat customer, and as a gesture of good faith, I hope that Raise offers me a onetime courtesy gesture, and refunds or credits the amount.

Business Response:

After receiving BBB complaint number ********, we have reviewed the complaint and corresponding order number.


On October 4, 2016 the customer purchased two ***** gift cards in order *********** They were both purchased with a value of $100.00 for a purchase price of $92.00. The customer contacted Raise Member Services on April 16, 2016 and expressed that the gift cards were no longer working. The serving agents that the member spoke with on that occasion, as well as on April 18, 2016, did explain that the Raise guarantee only covers purchases within the first 100 days from the date of purchase.


When speaking with serving agents on April 18, 2016 the customer did express that she was seeing two different order numbers, one on the order and one on the printed vouchers. The number on the printed voucher held a discrepancy in the information in which the number generated on the voucher was not a Raise order number at all.  We want to assure the customer that the gift cards were not sold to another member on the Raise marketplace.


When an order is brought to our attention outside of the Raise 100 Day Guarantee, Raise usually is unable to take further action on these orders. In this case, we did look into the order and contacted the brand to see what could be done. In the process of contacting the brand, we were notified that the customer has also contacted ***** and two replacement gift cards had been issued directly through *****. This was the course of action that, after speaking with *****, Raise was going to offer the customer as well.


We are glad that the brand was able to work with the customer to have this issue resolved. We feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience.

Consumer Response:  
Better Business Bureau:

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

Sincerely,

***** ******

4/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased numerous gift cards from this site (spent over 11k in last year). They guarantee their cards for 100 days. However, my cards worth about $1100 were shut off just after the 100 day mark. I ordered them to use during our trip back home to US (we are in military) and was not able to use them at that time. When I came back home to double check the balance, they were emptied. Some were turned off by the actual store that it was issued from. About eight of the cards were to a same restaurant, which tells me it was from a same seller. Raise is selling cards on behalf of dishonest sellers and borderline criminals as they are stealing the funds from gift cards after keeping the proceeds of the sale. Raise also keeps portion of the sale price and when it comes down to buyers requesting help of recouping stolen money, there is none. I feel Raise should hold some sort of responsibility even after the 100 day mark, especially when it comes to dealing with people who are intentionally stealing and Raise is actually helping them do so by providing the platform. I was a repeat customer who placed numerous orders and should've deserved more than the simple "sorry, your orders are over 100 days old." On other occasions, the seller sent just plain numbers of the gift cards when it was represented as physical plastic cards. Thus easier for them to use it online after selling or just altogether reporting it stolen and getting their original money back.

Desired Settlement: Refund would be best solution, but I will accept credit for other cards.

Business Response:

After receiving BBB complaint number ********, we have obtained the necessary order numbers and been able to provide the customer with resolutions for each.


The customer originally contacted Raise Member Services regarding the five orders in question outside of the 100 Day Guarantee; we are happy to look into any gift card that does have a problem sometimes even outside of the guarantee period. In this case we have been happy to provide the customer with refunds for all of the applicable orders.


During correspondence with the customer through a support ticket we confirmed five orders had gift cards that were no longer valid. All five orders have been refunded for a grand total of $626.17. We are still currently waiting to hear back from the customer regarding further information for two gift card numbers that did not have cards connected to them on Raise, for which also an order number was not provided by the customer. We do believe that these two gift cards have been refunded in part of the grand total we provided but want to make sure that all of the customer’s needs have been met.


We are happy to continue to resolve this for the customer and process any necessary refunds within the Raise 100 Day Guarantee if there is still anything outstanding. The customer is welcome to respond to our support ticket with the necessary information to continue to resolve the inquiry.


Until we have the necessary information, we would like to consider this issue resolved and look forward to working with this customer in the future.  

Consumer Response:  
Better Business Bureau:

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

Sincerely,

***** ****

4/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought ***** gift card for over 2000 dollars. Attempted to use card, did not work. Apparently ***** had changed their policy, but as a customer , I was never called , until I had the embarrassment of taking to a local store in a small town. Called customer service , repeatedly, with no resolution stating that as it has been send to some committee for review. Waited for weeks, finally with no response had to dispute with my credit card company. Finally received refund after 4 months of knowing gift card was not working, and about 5 months after I actually bought the card.

Desired Settlement: 1. Hopefully Raise.com will provide future customers better. 2. Will contact the customers once they are aware that a particular company has changed policy 3. Have a mechanism of resolution in place once the initial contact point customer service cannot solve the problem 4 Have an estimated timeline for resolution

Business Response:

After receiving BBB complaint number ********, we were able to review the complaint and the orders it references.


The customer purchased three ****** gift cards on December 13, 2015 across two different orders on Raise.com. ****** had a policy change in early January 2016 regarding the way that they accept eGift vouchers for gift card redemption. The 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 savings. Unfortunately, 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 intended.


In this specific case, the customer contacted Raise Member Services on January 18, 2016 and notified the serving agent that the gift cards would not work and that there was probably a full balance on them all. At that time, the serving agent reached out to the sellers to make sure that the gift cards could be sent to the customer. When 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 orders.


Regrettably, the Gift Card Support Team was unable to respond in a timely manner and the customer filed a dispute on the orders. Raise 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 Team. It 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 time. We look forward to better serving them again in the future.

Consumer Response:


Better Business Bureau:

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

Thank you

Sincerely,

****** ****

4/15/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
4/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/11/15, I purchased a **** card. $300.00 value for $267.61. I went to use this card on 3/24/16 at **** in Portsmouth,NH. I was told there was a zero balance, embarrassed I left and contacted Raise. Nobody ever contacted me so I called and got a runaround by their folks, I then asked for a manager and they put someone by the name of ****** on the phone, he stated I missed the 100 day return policy. I was not aware but not to say they didn't send me an updated policy. Just so happens that it was 100 days maybe 101 from the time I purchased the card. I did some digging with the help of **** and found my card was used at a **** in Middle Village,NY. In January 2016. A credit card was used to purchase the gift card. Raise did nothing to protect me as a consumer. They can call that towns police department, request an investigation and I am sure there will be a camera that has seen this transaction. Although they might not find anything out, police might know him or may not. Raise got their money and could care less about the consumer. Their customer service department is does not return any call or e-mail. The day I finally talked to ******, he said he would get back to me by the end of the day. I tried to talk to Angelo Loumis but nobody lets me get through. I am amazed at how bad this has been handled, and wonder if the right folks know how I have been treated or is this truly the company culture. I am told I should contact the attorney generals office. If they ignore you also, I will try that next. Thank you

Business Response:

After receiving BBB complaint number ******** and further reviewing the order, we are able to offer the requested resolution.


The customer purchased a **** Wholesale Club gift card from Raise.com on December 11, 2015 with a value of $300.00 for a purchase price of $281.70. On March 27, 2016 the customer contacted Raise Member Services and expressed to the serving agent that the gift card did not work when attempted in store. The serving agent then had to escalate the order to the Gift Card Support Team as they must review all orders that are brought to our attention outside of the Raise 100 Day Guarantee.


This order does fall outside of the guarantee period, but we would like to offer the customer a full refund of his purchase price. The refund has been processed and should be returned to the original payment source within 1-3 business days.


Refund are not usually processed outside of the Raise 100 Day Guarantee, but we understand that this is an unfortunate situation. We do encourage customers to redeem the gift cards within the guarantee period going forward.


At this time we would like to consider the issue resolved and hope to serve this customer again in the future.

Consumer Response:


Better Business Bureau:

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

Sincerely,

**** ****

4/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a $100 gift card. When I tried to use the gift card at the company I was told the gift card was invalid in this country. When I called customer service they could see the card wasn't for the U.S. They said my purchase was guaranteed, but said I didn't use the card in time. They can see the money is on the card and that it hasn't been used. They said they would contact me back in 10 days, but no contact as of yet.

Desired Settlement: I want my money back, if I don't get my money back everyone should know this is a scam site

4/12/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Raise.com sent a gift card that was completely empty, and refuses to issue a refund.

Business Response:

After receiving and reviewing BBB complaint number ******* and the order in question, we are unable to offer the customer a different resolution.


The customer purchased a Walmart gift card with a value of $318.61 for a purchase price of $310.77 from Raise.com on September 11, 2015. On January 25, 2016 the customer’s assistant contacted Raise Member Services via phone, and notified the serving agent that the gift card had a $0 balance and the customer had not used it. At that point the order was escalated to the Gift Card Support Team as it fell outside of the Raise 100 Day Guarantee.


Regrettably, the Gift Card Support Team was unable to respond in a timely manner and the customer was informed on March 18, 2016, via email, that no further action could be taken on the order as it fell outside of the guarantee period. We understand that this is an unacceptable time frame for a customer to wait for a resolution and we are actively working to minimize our response times for the Gift Card Support Team. The Raise 100 Day Guarantee covers all orders for the first 100 days after the date of purchase. After that time, Raise is still happy to look into any order that have an issue, but cannot guarantee a refund the same way we do within the first 100 days.


For this order, the customer contacted Raise outside of the guarantee period and the Gift Card Support Team determined that because the order was outside of the guarantee period, a refund could not be issued.


We would like to sincerely apologize for this inconvenience. We feel that this issue has been resolved in accordance with the Raise guarantee and will continue to ensure that Raise policy is adhered to and properly communicated.

Consumer Response:
Complaint: ********

I am rejecting this response because: regardless of Raise.com's 100-day guarantee, the fact remains that they sold me a completely empty gift card, which is both fraud and an internet crime. I will continue to pursue a resolution via the means I deem necessary.

Sincerely,
**** ************

Business Response:

After receiving and further reviewing BBB complaint number ******* and the rejection response, Raise is unfortunately still unable to offer a different resolution.


The ******* gift card that was purchased by the customer on September 11, 2016 was verified multiple times before it was completed into the customer’s order. All gift cards must pass through a validity and balance check before they enter the marketplace and again are balance checked before being fully processed into a member’s order.


We are able to confirm that the ******* gift card did hold the full $318.61 balance at the time of purchase. As this is the case and the customer contacted Raise outside of the 100 Day Guarantee period, we are unable to offer a refund for this order.


We apologize for any inconvenience this may have caused and would like to consider the issue resolved at this time.

4/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i had placed an order on 11/20/15 for a taco bell gift card. the order***********. order was processed and shipped on 11/21. i received the gift card on 11/27 and never tried to use the card until 4/6/16. when i tried to use it i found out that there was no balance on the gift card. so i called taco bell and i was told that the card has $0 balance. i found out the card was loaded on 11/19/15 and the whole balance was transferred out on 11/24/15 (before i even received the card). so the person selling the card had all the info and as soon as i bought the gift card he transferred the card balance on to another card. so i called raise.com and they are not willing to do anything because its been too long.

Desired Settlement: i need the money refunded. and the company needs to do something against this kind of frauds.

Business Response:

After receiving BBB complaint number ******** and reviewing the complaint with the corresponding order number, we are happy to provide the customer with a resolution.


The customer purchased a Taco Bell gift card from Raise.com on November 20, 2016. The gift card was purchased with a value of $100.00 for a purchase price of $82.00. After the $5.00 new member promotional code was applied, the customer paid $77.00 out of pocket.


On April 6, 2016 the customer contacted Raise Member Services and notified the serving agent that the gift card had a $0 balance. At this time the gift card order was already outside of the 100 day guarantee, but the order was escalated to the Gift Card Support Team for further review.


The Gift Card Support Team reviews gift cards that experience an issue outside of the 100 Day Guarantee. While Raise cannot guarantee a refund outside of the 100 day period like we do within the first 100 days, we are happy to take a look and see if there is something that can be done for the customer.


Although this order falls outside of the guarantee period the Gift Card Support Team has refunded the customer for this gift card. The $77.00 paid by the customer out of pocket will be refunded back to the original payment source within 1-3 business days and the $5.00 new customer promotional code will be returned to the customer’s Raise account to use on a future purchase.


We apologize for any inconvenience and are overall pleased to have resolved this issue for the customer and look forward to serving them again in the future.   

Consumer Response:  
Better Business Bureau:

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

Sincerely,

***** *****

4/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a ******* Wireless gift card from raise.com for an amount of $650, and when i try to use it yesterday, it has "0" balance. They specifically state that the gift card has no expiration date. since the purchase is out of their return policy window. i can't get anything back. i been encounter few times on this web site. They are selling alot of fraudulent purchase gift card on their website.

Desired Settlement: I just want refund on my purchase even though it's outside of their refund policy window. i paid $615.94 for a $650 worth of ******* gift card

Business Response:

After receiving BBB complaint ******** we are able to offer the customer a solution.


The customer purchased a ******* gift card with a value of $650.00 for a purchase price of $615.94 from Raise.com on December 30, 2015.


We were able to confirm, upon looking into the order, that the gift card does show a $0 balance and is still within the Raise 100 Day Guarantee. We do encourage customers to contact Raise Member Services anytime there is an issue with a gift card, and we will be more than happy to resolve it.


In this case, we are happy to offer the customer a full refund of $615.94 which will be processed back to the customer’s original payment source within 1-3 business days. The customer will also receive an email from Raise with refund details. The customer had another order in review by the Gift Card Support Team which has also been resolved at this time as well.


Overall, we are pleased to have resolved this issue for the customer and look forward to serving them again in the future.

4/7/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have a bad ****** merchandise card for $172.68 and ive been jumping through hoops emailing, calling, mailing the card back and still no refund. Its been well over a month of giving me a hard time with this "refund" under their guarantee. I have other things to do in life than constantly chase this company to honor their guarantee. I continually do everything they ask and still no results

Desired Settlement: Refund of $153.69, amount paid for the card

Business Response:

After receiving BBB complaint ******** and reviewing the order in question, it seems that the desired resolution has been provided to the customer.


The customer purchased a ****** gift card from Raise.com on January 11, 2016 with a value of $172.68 and a purchase price of $153.69. Raise Member Services was contacted by the customer on February 27, 2016 to express that the gift card held a $0 balance, at which time the order was escalated to the Gift Card Support Team.


Regrettably, the Gift Card Support Team could not respond in a timely manner and the customer contacted Raise Member Serviced again on March 23, 2016. At that time, the serving agent requested that the customer return the gift card to the Raise office before the refund could be issued.


The gift card arrived in the office on April 3, 2016 and the refund for the gift card was completed in the amount of $153.69 on April 4, 2016. It may take up to 3 business days for the refund amount to be reflected on the customer’s original payment source.


We would like to sincerely apologize for the delay in the customer’s refund, and are overall glad that we were able to get this resolved. We look forward to serving this customer again in the future.

Consumer Response:
Better Business Bureau:

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

Sincerely,

*** ******

4/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased 4 $1000.00 Walmart egift cards over 2 days (2/16/16 and 2/17/16) for a total of $3900.00. Went to use the gift cards within 2 days of purchase and all showed up with $0 balance. Called a number of times and filled out online requests for remediation which was refund to the credit cards used. They have a 10-14 day wait and after hearing nothing called to find out when the money would be refunded to our credit cards. Raise CS agent said that the cards were investigated and that I must have used them because when they emailed them, they had the correct amount on them. According to the Walmart use history for the cards they were redeemed before I went to use them. They were redeemed in Houston, TX and I live in Waco, TX about 4 hours away. This is not the first time that I have purchased cards with $0 balance from them, but previously they refunded the money to my credit card. I don't know how they investigate the issue but they refused to refund the money. They in essence were accusing me of fraud for redeeming the card and then complaining that they had $0 balance. They record all conversations so it is on record that they refused to refund because I used the cards. I tried to use them at my local Walmart to find they had $0 balance. Web complaints include that Raise closes their accounts if any action is taken against them. I have done much business with them but do not wish to continue doing so after this experience.

Desired Settlement: Written Apology and refund to my credit cards. I have started a dispute case with both credit cards but it will take as much as 30 days to complete.

Business Response:

After receiving and reviewing complaint number ********* and the order number in question, it appears that the current resolution is warranted.


On February 17, 2016 the customer placed order ********** on Raise.com. This order was placed for a Walmart gift card with a value of $1000 for a purchase price of $975, which the member paid for by credit card. On February 17, 2016 the customer placed order ********** for two Walmart gift cards, each with a value of $1000 and a purchase price of $975. The total purchase price for this order was $1950. On February 16, 2016 the customer placed order ********** for another Walmart gift card with a value of $1000 for a purchase price of $975 which the customer paid for by credit card.


The customer contacted Raise Member Services on February 18, 2016 and notified the serving agent that all four of the gift cards across the three aforementioned orders all had $0 balances and that the customer had not redeemed any of that value. Per Raise policy these three orders were escalated to the Gift Card Support Team due to the high value of the gift cards. Currently the Gift Card Support Team does have a 10-14 day response time for all high value gift cards requiring further review.  


Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved and the customer was notified via email on March 2, 2016 that we are unable to refund for these three orders. This was determined by further review from the Gift Card Support Team. They came to this conclusion after reviewing the customer’s buying history on Raise as well as the locations where other Walmart gift cards were redeemed from their account. We understand that this is an unacceptable time frame for a customer to wait for a resolution and we are actively working to minimize our response times for the Gift Card Support Team.


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.

Consumer Response:


Complaint: ********

I am rejecting this response because: Although Houston is within 4 hours of Waco (my residence) they were not redeemed by me.  If you look at my history all ******* eGift cards purchased from Raise have been redeemed in Waco at store number **** or *****  Raise can look at the many transactions I have had from them and see that this is true.  Looking at all transactions in December 2015, January 2016, February 2016, March 2016.  ALL eGift cards were used at one of those two locations. 

Sincerely,

***** *******

Business Response:

I'm writing in response to the most recent communication received from **** ******. I had previously been communicating with ***** ******* about this case and provided her with a detailed response regarding the case ********* after numerous rejections. That email was sent on March 23, 2016 and was as follows: 

"After further investigation, we still firmly believe that the Walmart gift cards in question were either used by the purchaser (***** *******) or were resold in their area. She and her husband have purchased a large amount of Walmart gift cards and subsequently used them at multiple stores in the state of Texas. 
The three Walmart gift cards mentioned in the BBB complaint were successfully redeemed in *******, Texas. We understand that this location is further than she normally travels to Walmart and we also investigated the sellers. The cards come from two separate sellers in different states, California and Florida. The cards were also activated in these states, which tells us they have no immediate ties to the Texas area. Further investigating was done, but for privacy purposes, we cannot share all of our member's personal and business details. 
Our Gift Card Support Team further confirmed that their official conclusion was that these gift cards were not compromised. For this reason, we will not be providing a refund for the orders in question.
I hope this clarifies any outstanding questions. Of course, please let me know if I can be of any further help."

She had sent me an email outside of the BBB portal and I was told we could conduct our communication that way. On March 24, she asked if she could use my response as a business response and I said yes and asked for more details on the next steps. I did not receive any further reply from ***** ******* or the BBB until this letter from **** threatening to revoke our accreditation. I called **** today and left a message asking him to give me a call so we could discuss the details of this case and why exactly we are being threatened with revocation. Raise has no intention of resigning our accreditation and we look forward to resolving whatever we need to in order to be in good standing. 

4/6/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased three ****** ***** gift cards. I tried to use them the day I bought them. ****** ***** would not honor them for the product I wanted to purchase. I immediately contacted Raise and asked for a refund. They offer a 100 day guarantee on their site. They refused to refund. I then sold the cards on their site. They refused to pay me for the cards. So I bought three worthless cards. I sold three cards without payment.

Desired Settlement: Refund monies paid for worthless cards.

Business Response:

After receiving and reviewing BBB complaint number ********* we are able to offer the customer a resolution.


The customer purchased three ****** ***** gift cards from Raise.com on November 8, 2015 for varying values and prices. These purchases were made across three different orders all placed on that same day.


The customer contacted Raise later in November expressing that the gift cards were not working for the purchase that he was attempting to make. The serving agent informed the customer that the gift cards still had a valid balance and that we would be unable to issue a refund. Raise terms and conditions express that we are unable to issue a refund for a gift card with a valid balance.


****** *****, like all retailers, have restrictions for how a gift card is used, and all gift cards purchased are subject to the terms and conditions of the individual retailers. When the customer called again in January, still seeking a refund, he was told by the serving agent again that a refund could not be issued but that if he would like, he could resell the gift cards on the marketplace to regain some of the funds.


Shortly after the agent notified the customer of this, the customer issued a dispute through the bank. When a dispute is issued the customer’s account is placed on a hold until the dispute has been resolved. In this case, the customer sold the gift cards while the dispute was active so he was unable to request the funds from his Raise account for selling the gift cards, as he could not be refunded for them and also paid out for selling the same gift cards.


The disputes have been resolved in the favor of Raise and the customer’s account is no longer on hold. To retrieve his funds he will need to log into his Raise account and go to My Account > My Listings > Available Funds. From there he can withdraw the funds back to either a physical check, paypal or direct deposit.


We encourage the customer to call back in or send us an email to ***************** if he has any questions regarding the withdrawal of his funds.


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.

4/5/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Whole foods gift card ($250) was purchased for $225 in August 2015. After spending $15 of this card, the gift card was fraudulently used by someone else in Southern California in September, when I tried to use it in December 2015, i was informed it had zero balance. The product they sell (gift card) is prone to fraudulent use like this involving a criminal activity as all criminals need is to write down their gift card number BEFORE they sell it. However, despite numerous requests I submitted to Raise.com as soon as I found out the crime, no response from them and they refuse to refund. Raise.com defends itself claiming they offer 100 days money back guarantee ONLY. However, in case of such criminal activity, they should handle it case by case, plus they cannot expect all consumers will use up entire amount of gift card within 100 days. That is not a reasonable assumption. If so, it should clearly warn consumers on the website that "gift card you purchase here may be used by seller or other unknown parties fraudulently. we only offer refund for 100 days. therefore, we strongly encourage you to use the entire amount in the first 100 days after the purchase of gift card on our site". 1. Raise.com misled consumers to believe that the goods they sell is legitimate. In reality, it is legitimate ONLY for the first 100 days. Beyond 100 days, consumer will lose money even in the case of criminal activity 2. Raise.com misinformed consumers about the course of action they will take and failed to follow up 3. Raise.com ignored persistent requests from consumers asking for resolutions 4. Most importantly, Raise.com failed to implement proper safeguarding mechanism to protect consumers, allowing criminals, or potentially even disgruntled employees to steal money from its customers 5. Raise.com failed to allocate enough resource to look into each fraudulent case based on individual circumstances

Desired Settlement: full refund of purchase amount minus amount used.

Business Response:

After receiving BBB complaint number *********  we were able to review the order in question.


On August 15, 2015 the customer purchased from Raise.com a ***** ***** gift card with a value of $250.00 for a purchase price of $225.00 which was paid for by credit card.


Raise Member Services was contacted by the customer on January 5, 2016 and informed the serving agent that $16.07 from the gift card had been used by her and that the remaining balance of $233.93 had been compromised. At that time the order was already outside of the 100 Day Guarantee period so the order had to be escalated to the Gift Card Support Team for further review.


Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and the customer called in again on February 12, 2016. During that phone conversation the customer was informed by the serving agent as well as a supervisor that because the order falls so far outside of the 100 Day Guarantee, Raise would be unable to provide a refund. The supervisor offered to continue to have it reviewed in the case that anything would change, and the customer was ultimately still given the same resolution that Raise would be unable to assist as the order is outside of the guarantee range.


During further review completed by the Gift Card Support Team it was again determined that no refund could be provided outside of the 100 Day Guarantee and the customer has been notified via email. We understand that this is an unacceptable time frame for a customer to wait for a resolution and we are actively working to minimize our response times for the Gift Card Support Team.


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.

Business Response:

After receiving the rejection response to BBB complaint number *********  we again reviewed the order in question and Raise is providing the customer with a different resolution than initially provided.


Raise offers a 100 day guarantee to cover orders for the first 100 days from the date of purchase. In cases where Raise is contacted outside of the 100 day period, we do offer to look into the gift card, but do not guarantee a refund the same way as we do within the first 100 days.


For this Whole Foods gift card, the customer was offered a review for the order as it was placed outside of the 100 day period. The Gift Card Support Team did determine that no refund would be offered at that time. While that is the Raise policy and no refund could be offered outside of the 100 day period, as a courtesy, Raise has refunded the customer’s original payment source for $210.54, the amount of the gift card that was unable to be used adjusted by the initial discount.


We sincerely apologize for the inconvenience and would like to consider this issue resolved at this time and hope that the customer finds a courtesy refund a suitable settlement.

Consumer Response:
Better Business Bureau:

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

Sincerely,

***** ****

3/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I spoke to **** and notified him about a glitch with the system. If you have a gift card in your cart and you leave the website your card is charged automatically. I complained that my card had been charged twice in the amount of 42.30. I should receive a refund for one of the orders since my card was charged against my will. I was told that I have to sell the cards myself.

Desired Settlement: I would like a refund in the amount of 42.30 since my card was charged against my will.

Business Response:

After receiving and reviewing complaint number ******** and the order number in question, it appears that the current resolution is warranted.


On February 1, 2016 the customer purchased two *** Chicago Grill gift cards each with a value of $25 at a purchase price of $21.15 for a total purchase of $42.30, which was charged to the customer’s credit card.


The customer contacted Raise Member Services on February 8, 2016 and notified the serving agent that the two *** Chicago Grill gift cards in the order were purchased out of error. As the Raise Guarantee does not cover buyer’s remorse the serving agent offered the customer a $5 Raise Reward credit in her account to alleviate some of the seller cost if she did want to list the gift cards on the marketplace herself as a way of getting her money back.


Again the customer contacted Raise Member Services on February 27, 2016 and expressed that she was upset that the $5 was given as Raise Rewards and not a refund. During this phone call the customer spoke with a supervisor and it was reiterated to the customer that the Raise Guarantee does not cover buyer’s remorse and Raise would not be able to refund for this reason. It has been confirmed with the Raise Development Team that orders do not complete without permission from the customer. The customer must select the button “Submit Order” for an order to be placed.


The customer has listed the gift cards on the Raise Marketplace, both have since sold, and the customer been paid for both of the sales. The Raise Rewards credit of $5 has also been applied to the customer’s Raise account to use toward a future purchase of $6 or more.


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 and look forward to serving this customer again in the future.

Business Response:

After receiving the rejection response to BBB complaint ********* we have again reviewed the order in question as well as the customer’s response, and Raise is unable to provide a different resolution for the customer.


The Development Team has been able to confirm that the second gift card was not a system error on the part of Raise. Each gift card on the marketplace is an individual and unique card that must be selected one at a time and placed into a cart, not just by selecting a different number of cards. Orders are not able to just go through when closing the app, but the selection must be made to Submit Order for the order to start processing.


On the Android app the home button is right below the Submit Order selection on the touch screen. This short distance could play a part in the selection of that choice by the customer. While that is unfortunate, that is not an error in the Raise system.


As the customer has already been given the $5.00 Raise Reward credit that was promised for selling the gift cards on the marketplace and the payment for selling them, Raise is unable to refund for these gift cards. We do understand that the customer has suggested to refund her for another order instead, but those orders are perfectly valid and are not connected to this specific inquiry so no further action will be taken on those orders.


While we appreciate the customer’s business, we are unfortunately unable to provide a refund for the *** Chicago Grill gift cards that the customer did not mean to purchase. We would like to consider this issue resolved at this time and hope that the customer will give us the opportunity to serve them again in the future.

Consumer Response:  
Complaint: ********

I am rejecting this response because more should be done to keep your customers happy.  When I notified management about problems with their system nothing was done.  The proper response would be to offer a refund if a customers card is charged in error.  My card was charged two times in a row for the same amount.  Obviously this is not correct.

Sincerely,

****** *******

3/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Made a purchase for a gift card that had an invalid activation code. Even though I emailed in response more than half a dozen times with a "print screen" of the activation code error, after my first email was replied to with a "Could you please send another copy of the print screen because the first one is "Fuzzy", I did just that the same day and sent a higher definition print screen of the activation code error issue. I even checked the "Sent" email to ensure the code was clearly visible along with the "Activation error". After that email, now sent 6 days ago, I have not received another response to the issue. They have held my funds while the gift card was not properly active and now my emails are being ignored. This is not the first time this has happened with Raise.com, but it IS the first time I have been pretty much ignored regarding an issue. That is poor and lazy customer service in my opinion and the issue needs to be rectified ASAP.

Desired Settlement: I sent an email to Raise.com customer service on 3/16. It is now 3/23 and no resolution has been made. This needs to be fixed ASAP or I will dispute the charge with my bank.

Business Response:

After receiving complaint number ********, we were able to review the order and offer a solution to the customer.


The customer contacted Raise Member Services via email on March 16, 2016 and received a response from a Member Services Agent on March 17, 2016. The inquiry was regarding an order placed on Raise.com for an ****** gift card valued at $50.00 purchased at a $47.70 price. A screenshot of the error message was provided on the initial email, however it was blurry so the serving agent asked the customer to send in another image of the error that was more clear.


As asked, the customer did provide the new screenshot of the error message. Regrettably, the Member Services Team was unable to respond in a timely manner. As of March 24, 2016 the customer was refunded the full $47.70 purchase price and notified via email.


We would like to sincerely apologize to the customer for the wait time on a resolution. At this time we would like to consider this issue resolved and hope to better serve this customer again in the future.

Consumer Response:
Better Business Bureau:

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

Sincerely,

****** *****

3/24/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a ***** gift card of $155. Went to use it and the gift card actually had $0 balance. So I called raise.Com and they said they would refund me but will take 3-5 business days. I said ok (I had no other choice). So I purchased another gift card for $155 for ***** (***** was having a 20% off sale on their dog food so I wanted to stock up). Went to use the second one and that too had a balance of $0. So I called again and was told I would receive a refund. 3-5 business days later, I recieve one refund for $155. Did not receive second refund. So I called and was told that they refunded both and that my bank rejected the refund. Called my bank and they said they did not recieve second refund and would not have rejected it anyways. So called raise.com back and they said it was refunded. The rep wanted me to call my bank 3 way, I guess to prove that I wasn't lying (which I didn't mind because I didn't recieve refund, but some people would not like having to do so). So I called and my bank told them they only received one refund and not a second. Not even an attempt for the second one. Raise.com said it has been refunded. What the heck! So what do you do from there? They are very rude and does not care for the customer problem at all. This person had gotten so fresh with me that I couldn't even believe there was a complete at out there treating customers like this. Doesn't seem to be 100% guaranteed!

Desired Settlement: Would like my money back? They shouldn't be stealing money in the first place.

Business Response:

After reviewing the customer’s response in regards to complaint number ******** and the orders in question, it appears that a resolution has been provided.


Order ********** was placed on February 4th 2016 for a ******Online Only) eGift card with a value of $200 for the purchase price of $154. Order ********** was also placed on February 4th 2016 for two ******Online Only) eGift cards with values of $200 for purchase prices of $154 each totaling a $308 purchase price.


Order ********** was refunded in full as of February 4th 2016 and the customer has stated in an email as well as over the phone to an agent that she does see one of the refunds in her bank account. Order ********** was refunded for half of the total purchase price, so the price of one gift card, $154, as the customer informed us that one gift card was successfully redeemed from this order but the other was not.


We can see through our payment processing system that the refund of $154 on order ********** was successfully refunded to the ********** used to make the purchase. The reason that the member may not be seeing the funds as a refund of $154 on her account is because the purchase was made on February 4th 2016 and also refunded on that date shortly thereafter and because it was only half of the purchase price that was being refunded not the entire charge amount. Had the payment stayed pending and the refund hit the account while that was taking place the order total would only show as $154 with no refund for the same amount. The bank account may only be reflecting the $154 purchase price of the gift card that the member was able to successfully redeem.


Raise has been communicating with this customer via email and we encourage her to follow up with out latest email if she is still having trouble with the refund after being provided with this information.  


We would like to consider this issue resolved at this time and hope that the explanation will allow the customer to locate the funds that have already been released to her bank by Raise.

Consumer Response:


Complaint: ********

I am rejecting this response because:
1. I did not recieve my second refund

2. Called my bank with one of the raise.com reps (3-way) and talked to my bank representative. My bank confirmed that I did not recieve the second refund.

3. There's was no half refund either. 

4. I did not use any gift cards because your company sold gift cards with $0 balance and now stealing people's money. 

5. You've received all the evidence I have (your company even confirmed with my bank that I did not receive refund). I have bank statements too and can show you my ***** *ccount. This is ridiculous. Stealing people's hard earn money is fraud and scamming!

DO THE RIGHT THING AND REFUND ME MY MONEY

Sincerely 

****** *******

Business Response:

After again reviewing the customer’s response in regards to complaint number ******** and the orders in question, we can confirm that a resolution has been provided.


Order ********** was refunded in full as of February 4, 2016 through our payment processor and would have shown on the customer’s account within 1-3 business days. The second order ********** was only refunded for one of the gift cards that also had a purchase price of $154, the same amount refunded for order **********.


Because of the total purchase price for order **********, the refunds appear differently. Since the refunds occurred on the same day as the purchases order ********** will appear to have been charged for $154 and then also refunded for $154. Order ********** was initially charged for $308, but because the funds had not been captured from the customer’s bank by our payment processor before the refund was completed it shows as a reversal for the payment processor. What this means for the customer is that they will only see one charge for $154 instead of a charge for $308 and then a refund for $154.


This information was confirmed with our payment processor as of February 15, 2016 when a supervisor from the Member Services Team contacted them regarding these orders initially.


We hope this information has been helpful in explaining how the refund is reflected in the customer’s account and feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience.

3/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a $100 ***** gift card for $70.81 (Order *********** but when I tried to use the card it was rejected. ***** said they locked the gift card and they asked me for proof of purchase. ***** gift card department also told me they don't allow Raise.com to sell their gift cards. They said Raise knows about it but still sells them. I then contacted Raise for a refund and I was verbally promised a refund within 1-2 days, then nothing happened. I contacted back almost every week after that and was promised a refund within a couple more days EACH time. THREE months later (yes, 3 months), I was told they were not going to refund me. This is RIDICULOUS! I'm very disappointed. This is not the way a company should treat their customers. PLEASE HELP AND GIVE ME MY MONEY BACK.

Desired Settlement: I want to be refunded the $70.81 that I spent for the $100 card that had been locked b* *******

Business Response:

After receiving BBB complaint number ********, we were able to review the order in question, and Raise is unable to provide a different resolution than already given to the customer.


The customer placed an order on Raise.com for a ****** eGift card with a value of $100.00 and purchase price of $73.00 for which $70.81 was paid after a promotional code was used, on January 30, 2015. On January 7, 2016 the customer contacted Raise Member Services via email and expressed that the gift card was blocked by ******. An agent was able to determine that the gift card was no longer after and in an email response, the customer was informed that the order would need to be reviewed by the Gift Card Support team and would hear back with a resolution.


Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved and the customer was notified via email on Macy 6, 2016. The resolution determined by the Gift Card Support Team was that no refund would be provided. This was decided as the order falls so far outside of the Raise 100 Day Guarantee. The Raise Guarantee is in place to protect customer’s purchase price for the first 100 days after the date of purchase, after that time frame has passed a review can be done in some cases, but any specific resolution is not promised upon going into the review.


We understand that this is an unacceptable time frame for a customer to wait for a resolution and we are actively working to minimize our response times for the Gift Card Support Team. At this time, Raise would like to consider this resolved, and we look forward to better serving this customer again in the future.

3/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: It is regarding the order ********** for $500 kohls gift card I puchased on 2/11/2016. After a week, when I tried to use the gift card, I cannot even check the balance from *********. I filed a claim on their website right away, and on 2/24/2016 I got email from ****** that the support team will review it and give me an update within 10-14 business days. Now 3 weeks have passed, I didn't hear anything from them. I have been very patient with this issue and gave them enough time to work on it. I called them today and the lady didn't know anything in detail and even didn't know how long I need to wait to get the status update. I am very unsatisfied with their customer service and working efficiencyfor .

Desired Settlement: The company is fully reponsible for the gift card they sold to customer.

Business Response:

Upon receiving BBB complaint ********* it was reviewed along with the order number it pertains to, and a resolution has been provided to the customer.


The customer purchased a ****** gift card with a value of $500.00 for a purchase price of $419.00 from Raise.com on February 11, 2016. Raise was contacted by the customer on February 22, 2016 via phone call. During the phone conversation the customer informed the serving agent that the gift card had been used for an order but was canceled for an out of stock item, and the funds were not returned to the gift card. At that time, the serving agent did escalate the ticket to the Gift Card Support Team due to the high value of the order. Currently the Gift Card Support Team does have a 10-14 business day response time regarding orders of this nature.


Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved and the customer was notified via email on March 16, 2016. At this time, the customer has been provided with a full refund of the $419.00 purchase price back to their original source of payment. It usually takes a few business days for the amount to fully reflect on the bank account.


We understand that this is an unacceptable time frame for a customer to wait for a resolution and we are actively working to minimize our response times for the Gift Card Support Team. Overall, we have resolved this issue for the customer and look forward to serving them again in the future.

3/23/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: This company sold me a fraudulent gift card

Desired Settlement: They have promised me a refund for a month but they will not issue it. I do not want to wait any longer because I believe they hope I will stop persuing it.

Business Response:

After receiving BBB complaint ********, we have reviewed the complaint and order, and have offered the customer a solution.


The customer purchased a Cigars International gift card from Raise.com on February 14, 2016 for a value of $50.00 at a purchase price of $45.00. The customer contacted Raise Member Services on February 17, 2016 expressing that the gift card was not working. At this time the order was escalated to the Gift Card Support Team due to the gift card brand. Some brands are reviewed by the Gift Card Support Team before further action can be taken.


Currently, the Gift Card Support Team does have a 10-14 business day response time. Regrettably, even beyond that time frame they were unable to respond to the customer in a timely manner. The Gift Card Support Team was able to get in contact with the brand, Cigars International, and were able to determine that it was an error on their part, that the gift card was not accepted. Once this information was obtained from the brand, we reached out to the customer to confirm if he would like the refund or the credit back to his Cigars International account that was offered through us to the customer.


The customer did reach back out to us via phone on March 21, 2016 and, with his response, we were able to refund him for the full purchase price of the gift card.


We would like to sincerely apologize for the trouble regarding this order and hope that we have the opportunity to serve this member again in the future.

Consumer Response:  
Better Business Bureau:

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

Sincerely,

******* ******

3/23/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 03/10/2016 Withdrawal **** Checking / ************* ************ ** **** ******** * ********** * **** $21.75 Order number ********** ***** is a supervisor that I am talking. They have been doing nothing but giving me the run around.. They dont care. I was told three days ago that an investigation would happen and today I am now being told it hasnt happened yet. This is crazy. It has caused my sons checking account to get a nsf fee of 32.00. Our electric bill payment wasnt paid because of this.

Desired Settlement: I want the 21.75 refunded to my sons checking account asap. Is that too much to ask from this company?

Business Response:

BBB complaint ******** has been received and it was reviewed along with the order to which is corresponds. It does appear that the current resolution is warranted.


The customer contacted Raise Member Services on March 10, 2016 and expressed to the serving agent that order ********** had not been placed by her. Per Raise policy, the serving agent took down the necessary information and submitted the order for review to the Order Processing Team. The customer did contact Raise again a few days later and also told the next serving agents that this was her son’s credit card, but was not placed by him either.


After being reviewed by the Order Processing Team, it was established that a refund would not be granted for this order. While the customer did express that she did not place this order, the Order Processing Team has been able to confirm that this purchase was made with the same verified mobile device as the other two orders on her Raise account which she did confirm to be hers and authorized.


Raise does have a device verification policy where customers logging in on a mobile device for the first time and after a certain amount of time must follow steps to confirm the device using an SMS feature. The device that the customer used had been verified as hers.


As the Raise return policy does not cover buyer’s remorse and it has been confirmed that the order in question was placed on the customer’s verified mobile device, Raise is unable to offer a refund for this purchase.


While we appreciate the customer’s business, we are unfortunately unable to provide a refund for this Gap gift card that the customer has already been given access to.

3/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed two orders on the website buying some e-gift card for online use only. However, when I received the e-gift cards, they were not valid when I tried to use them. Therefore, I immediately used my credit card to pay my orders. Then, the e-gift cards became useless to me. Since the merchant can't deliver valid products to me, I request for full refund. But the merchant just tried to delay response and then did not reply at all. The two orders are: **********: $274.00 *********** $502.50

Desired Settlement: The merchant should refund me immediately.

Business Response:

After receiving complaint number ********, we were able to review the order and offer a solution to the customer that was already being worked and processed before the complaint was received.


The customer purchased two orders from Raise.com. The first order ********90 was purchased on March 5, 2016 for four ******** gift cards. Two of the gift cards had a value of $200.00 with a purchase price of $182.00, one of the gift cards had a value of $100.00 with a purchase price of $92.00, and the final card had a value of $50.00 with a purchase price of $46.50. The second order ********** was purchased on March 8, 2016 for two *** Store gift cards, one with a $200.00 value for a purchase price of $182.00 and the other with a value of $100.00 for a purchase price of $92.00.


On March 7, 2016 the customer contacted Raise Member Services regarding redemption trouble for order ********90 and again on March 9, 2016 regarding the same trouble for order *********** Both times the customer called in, they were notified that the orders had to be escalated to the Gift Card Support Team due to the volume of gift cards having an issue.


Currently the Gift Card Support Team does have a response time of 10-14 business days, and while we do understand that this is a lengthy time for a response, the member has heard back within that timeframe and been fully refunded for both of the orders. The refund has been completed as a courtesy as the Gift Card Support Team was able to confirm that all of the gift cards from both orders do still contain the full balances and were not attempted to be applied to a ******** eligible order.


This member has previously been provided with detailed instructions for redeeming ******** gift cards. Because the member continued to struggle to redeem these and proceed to ask for refunds, we had kindly suggested that this member no longer purchase ******** gift cards.


At this time the customer has been refunded in full for both orders and this refund should been seen on the customer’s original payment source within a few business days. Overall, we are pleased to have resolved this issue for the customer and look forward to serving them again in the future.

3/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The gift card i ordered is not working since the day it was sold to me as it is missing 2 digits on it . Contacted customer care was misled saying that gift card is perfectly fine.

Desired Settlement: I just want a refund

Business Response:

After receiving and reviewing complaint number ********* and the order number in question, it appears that the current resolution is warranted.


The customer purchased a Macy’s eGift card from Raise.com on April 25, 2015 with a value of $7.79 for a purchase price of $6.39. On January 20, 2016 the customer reached out to Raise Member Services over the phone as they were having trouble redeeming the gift card. As the order fell outside of the Raise 100 Day Guarantee the inquiry was escalated to the Gift Card Support Team.


Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved and the customer was notified via email on March 5, 2016. As the order falls so far outside of the Raise 100 Day Guarantee the Gift Card Support Team determined that we are unable to provide a refund for this order.


All gift card balances are verified before being listed onto the marketplace and again before being processed into an order. The gift card in this order was verified as having the full and valid balance at least twice before being completed into the customer’s order. This gift card does show that the card status has now been deactivated, but this is a change made by the brand that did happen sometime after the initial balance checks that were made while listing the gift card on the marketplace and processing it into the order.


While there is no expiration on the gift cards, the Raise 100 Day Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase. We understand that this is an unacceptable time frame for a customer to wait for a resolution and we are actively working to minimize our response times for the Gift Card Support Team. We would like to consider this issue resolved at this time and look forward to serving the customer again in the future.

Business Response:

After receiving and reviewing the second rejection response to complaint number ********, Raise is still unable to provide a different resolution to the customer.


The customer contacted Raise Member Services via email on April 29, 2015, four days after purchasing the Macy’s eGift card. A few hours later an agent picked up the email and checked the eGift card balance and validity. Upon doing so she was able to confirm that the gift card did still contain the full balance of $7.79 and that it was applicable to a purchase on the Macy’s website.


When the customer contacted Raise in that original email, he explained that the card was rejected in the store. The card was rejected in the store because it was meant for online use only so could not apply to a purchase in the store. This is the information that was confirmed by the Member Services Agent in the email to the customer.


Later on in the year, after the customer contacted Raise, Macy’s did have an internal audit performed on all of their gift cards, and at that time this gift card purchase may have been affected.


As a gesture of good faith, and a one time courtesy, we have credited the customer’s Raise account with $6.39, the purchase price of the gift card. This is a credit on the customer’s Raise account and will apply automatically to the next purchase made on the marketplace.


We would like to consider the issue resolved at this time and hope that the customer finds a credit a suitable settlement.

Consumer Response:  
Better Business Bureau:

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

Sincerely,

****** *****

3/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Months ago I purchased electronic gift cards from Raise. These cards have an "Expiration" field that reads "Does not expire." Recently I went to ***** ****** and was told by a cashier that they do not accept these gift cards. I asked to speak to a manager. The manager gave the same response. I called Raise. Representatives told me they have a 100 day money back guarantee, but cannot guarantee reimbursement for gift cards purchased more than 100 days ago. Days later I receive an email stating I will not be reimbursed for my purchases because they were made longer than 100 days ago. I called Raise again, this time on Sunday of this week, to request to speak to a manager about this. The operator pretty much refused, requiring that I speak to her instead. Lacking patience, I decided to just discuss my issue with her. This time I brought up another issue I'm having, my electronic ******* ****** gift card is not being accepted on their website. After the operator went online to look into this issue, she too noticed that my electronic gift is not being accepted. Because I purchased the gift card less than 100 days ago, she offered to reimburse my credit card for the purchase. I agreed to it. Issue resolved. I then steered the conversation back to this original issue with electronic gift cards for ***** *****. The operator agreed that because I paid for these electronic gift cards, and ***** ***** will not accept them, I need to be reimbursed. She submitted a request asking that this issue be revisited. Today I received an email response saying I will not be reimbursed for the purchases of electronic gift cards for ***** ***** from their website because I made the purchases more than 100 days ago. In the same email I was offered $5 off my next purchase of gift cards totalling $50 or more. Wow. Really? ***** ***** says they do not accept electronic gift cards that do not come with pin numbers, like the ones I purchased. Raise refuses to refund me for purchase

Desired Settlement: I am stuck in a situation where I am being ripped off $100 because Raise sold me gift cards that are not valid, and they refuse to provide me a refund. This even after several times telling them I will happily take other Whole Foods gift cards that have a total balance of the funds I deserve to be reimbursed for. I need to be refunded for these purchases I made.

Business Response:

After receiving BBB complaint number ********, we were able to review the order in question.


The customer placed an order on Raise.com for a ***** ***** gift card with a value of $20.32 and purchase price of $18.02 on September 27, 2015. On March 3, 2016 the customer contacted Raise Member Services having redemption trouble with the gift card. It was resolved by Raise and the customer was notified via email on March 5, 2016 that a refund would not be provided because the guarantee period had since passed.


All gift card purchases on the Raise Marketplace are covered 100% for the first 100 days after the date of purchase per the Raise 100 Day Guarantee. As this purchase was made on September 27, 2015 the 100 day period ended as of January 5, 2016. While we understand this is a frustrating situation, Raise is unable to provide further action on the customer’s order as the date of purchase now falls so far outside of the Raise 100 Day Guarantee period.


The gift cards sold on the marketplace do not have any kind of expiration, but as the situation that occurred with the ***** ***** gift card involved a status change on the side of ***** ***** and this specific issue was brought to the attention of Raise by the customer outside of the guarantee period, while we would like to extend our sincerest apologies, Raise will be unable to provide a different resolution than initially offered.


We would like to consider this issue resolved at this time and hope to serve this customer again in the future.

3/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have purchased two gift cards from Raise.com for the total amount of $831.28 on February 16 and placed an order with ******* **** using these two cards the same day. On February 17th a person from ******* **** left a message on my phone to contact them. I have spoken with that person the next day to find out that my payment cannot be accepted because PB received a report that the gift cards I used were purchased with the stolen credit card. I had to cancel my order and PB had to reroute it because they have already shipped it. I am pretty sure that there is a cost to PB too, on top of my inconvenience, embarrassment, and my funds being tied up until a refund can be issued. I have emailed them, but do not know if I am going to hear back. I will be disputing a charge through my credit card company as I am unable to use the gift cards they sold me, and because it will honestly take less time to get my money back. Firstly, I believe the screening of sellers that raise.com conducts is insufficient and faulty. They make it too easy for people to commit fraud and unwillingly (hopefully unwillingly) create an opportunity for criminals to dispose of stolen goods. Second, this is the third issue I had with the company, the first one involved an incident with a Marshall’s gift card never being sent to me, the second one when I purchased two other PB gift cards totaling, paid $900, only to find out that the remaining balance on these cards was 84 cents. Below is the communication involving the second incident. First, they never replied to my initial email and a follow up to it, I had to call them and request to be also replied in the written form. I finally spoke with ******* on Jan 17. I had to call again on Feb 6 to receive a reply from Tiffany. They finally refunded my purchase on Feb 9. If a company has an option to contact them via email, they must reply to the emails within reasonable time and not ignore you instead. If they are understaffed, it is not my problem.

Desired Settlement: I will get my money back, this is not the issue. The issue is that they do not reply to emails, do not act fast to correct the issue, and DO NOT SCREEN their sellers well. I would like BBB to inquire as to the general business practices of this vendor and I would like a sincere apology from Raise, but I am just a dreamer.

Business Response:

After receiving complaint number ******** we were able to review the order and offer a solution to the customer.


On February 16th 2016 the customer purchased two ******* **** gift cards, one with a value of $500 for a purchase price of $465 and the other with a value of $400 for a purchase price of $366.28. The customer initially contacted Raise Member Services via email on February 20th 2016 and the serving agent responded on February 22nd 2016 asking for further information to better assist the customer with her inquiry. The customer answered us very quickly, but due to the value of the order it did need to be sent for review by the Gift Card Support Team.


Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved and the customer was notified via email on March 3rd 2016.


We want to assure the customer that every gift card is verified at least once before entering the marketplace and at least once more before processing in an order. Sellers, much like the gift cards, must also be verified, before listing gift cards on the marketplace. Additionally any issues with a specific seller are dealt with by our Seller Performance Team. These instances are handled internally to ensure that our sellers are held to the highest of standards.

We are working to minimize our overall response time as to better serve our members. We understand that the extra time taken is an inconvenience, and it is our greatest priority to improve our communication with members.


Overall, we are pleased to have resolved this issue and we also want to extend our sincerest apology to the customer for the delay in a resolution. We hope to better serve this customer in the future.

Business Response:

After receiving BBB rejection response for complaint number ********, we again have reviewed the order and are able to provide further information to the customer.


While we do sincerely apologize that the customer did receive two invalid gift cards, we want to assure them that the 100 Day Guarantee is in place for their protection. Raise is a member to member marketplace, so the gift cards are purchased through Raise but directly from another member. For this reason further information cannot be provided regarding the seller.


Rest assured that the Seller Performance Team does monitor the rate of issues a seller has on the marketplace, and in some instances the sellers are permanently removed from selling through Raise. Thorough follow up is done regarding each seller and every issue that is seen on the marketplace, and whatever necessary steps, internal or otherwise, are taken by the Seller Performance Team. This does also include any potential legal action.


We will continue to ensure that Raise policy is adhered to and properly communicated. We feel that this issue has been resolved and apologize for any inconvenience.

Consumer Response:
Better Business Bureau:

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

******** *******

3/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought a number of gift cards from raise. They ultimately didn't work. this is in regard to order **********. The full amount is $524.25. I have been waiting one month to get a total refund as per their guarantee via Support Ticket ******* Numerous emails have been sent regarding a total refund. I was told to wait 12 days. It's been a month

Desired Settlement: Refund $524.25

Business Response:

After receiving BBB complaint number ********* we were able to review the order in question, and at this time a resolution has already been provided.


On January 22, 2016 the customer placed an order on Raise.com for five Taco Bell physical gift cards. Each of the gift cards held a value of $150 and were purchased for $104.85. A total of $524.25 was charged to the customer’s credit card.


The customer reached out to Raise Member Services via email on February 2, 2016 and stated that the gift cards did not have balances. At this time the order was escalated to the Gift Card Support Team due to the volume of gift cards in the order. The customer was notified that the order had been sent to review and would hear back shortly.


It was determined that the member was unable to use the balances of the gift cards, but regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved and the customer was notified via email on March 5, 2016. At this time the customer has received an email confirmation that the full refund of $524.25 has been returned to their original payment method and those funds will be seen within 1-3 business days.


We understand that this is an unacceptable time frame for a customer to wait for a resolution and we are actively working to minimize our response times for the Gift Card Support Team. We appreciate the customer’s patience while we resolved this matter and would like to consider this issue resolved at this time. We look forward to serving the customer again in the future.

Business Response:

After receiving the rejection to BBB complaint response number ********, we again reviewed this order.


We would like to apologize for the confusion as there was an error in the email and the amount reflected as only for one of the five gift cards. There was another email sent the following day expressing the correct full refund amount for the entire order of $524.25.


At this time the full refund has been provided and we have again sent the email confirmation reflecting the correct and full refund amount. We would like to apologize sincerely for the confusion and consider this issue resolved.  

Consumer Response:

 
Better Business Bureau:

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

Only after the BBB intervened, I got my refund!

Sincerely,

**** ******

3/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have bought over 500 gift cards through the raise.com since 2013. Most gift cards are good, but in the following several transactions, the balances of gift cards are 0 and I cannot use those cards. 1) Order Number: **********: $25 macy egift card 2) Order Number: *********6 $14.61 bloomingdales egift card 3) Order Number: R********* $50 bloomingdales egift card; $14.07 bloomingdales egift card 4) Order Number: ********** $31.15 bloomingdales egift card; $35.35 bloomingdales egift card; $23 bloomingdales egift card; $15.97 bloomingdales egift card; $25 bloomingdales egift card 5) Order Number: ********** $59.63 bloomingdales egift card 6) Order Number: ********** $10 bloomingdales egift card When I tried to use those bloomingdale's gift card and Macy's gift cards last year, all those cards are showed 0 balance. In addition, my bloomingdale's account and macy's account are locked because the two department stores thought me to use fraud gift cards. Even worse, I got a call from bloomingdales gift card deparmtent to question me why i have so many bloomingdales gift card. I feel so bad about this. So I contacted raise.com to solve those problems, however, raise.com hadn't contact me after the first email in which raise.com promised me to give me feedback in 2-3 days. However, I have been waiting for more than 10 weeks without any response. I felt so bad with raise.com and asked for BBB's help.

Desired Settlement: It would be great to investigate those gift cards and give me the refund.

Business Response:

After receiving BBB complaint number ********* we were able to review the order in question, and it appears that the current resolution is warranted.


Orders ********** and **********, were placed by the customer on Raise.com in January of 2015, about a year prior to inquiring, and orders *********** *********** *********** *** ********** were placed on Raise.com by the customer in April of 2015, about 9 months prior to the inquiry.


The customer initially contacted Raise Member Services on January 14, 2016 inquiring about all of the aforementioned order numbers. At that time, all of the orders were sent to the Gift Card Support Team for further review as they all fell outside of the 100 day guarantee. The Gift Card Support Team has reached out via email to inform the member that because all of the orders fall so far outside of the Raise 100 Day Guarantee, no further action can be taken by Raise on any of the orders.


While there is no expiration on the gift cards, the Raise 100 Day Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase.


We understand that the wait the customer incurred before hearing a response is an unacceptable time frame for a customer to wait for a resolution and we are actively working to minimize our response times for the Gift Card Support Team.


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. We look forward to serving this member again in the future.

Consumer Response:
Complaint: ********

I am rejecting this response because: raise.com didn't do any investigation on why i cannot use those egift cards. The egift cards i bought but not used should have the balance when i bought from raise. However the balance is 0 though i don't use them. ************* and ***** could provide the gift card transaction information to track who use those cards. Raise.com did NOTHING to help their customers. I would request raise.com to do full investigation on those gift cards. 

Sincerely,

**** ***

Business Response:

After receiving a rejection response for BBB complaint number ********* we have again been able to review the orders in question, and Raise is unable to provide a different resolution for the member.


Raise has a 100 Day Guarantee during which any issue with a gift card will be looked into and resolved. When an issue arises outside of the 100 day period the issue can still be given a review, but a refund or resolution cannot be guaranteed.


All of the orders brought to the attention of Raise in the original complaint have been reviewed by the Gift Card Support Team, but as they were all purchased so far outside of the 100 Day Guarantee period, no further action can be taken by Raise.


The most recently purchased of the orders in question, all purchased on April 21, 2015 were outside of the guarantee period as of July 30, 2015. The other two older orders were outside of the guarantee period as of May 9 and 11, 2015. This being the case, Raise was unable to take further action on the orders because of the length of time that had passed since the guarantee period came to a close.


We feel that this complaint has been resolved following the Raise guarantee and apologize for any inconvenience. We hope to better serve this customer again in the future.

3/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased two $300 gift cards from raise.com for bed bath and beyond. they sent me two e-gift transaction numbers to use in the store. I went to the store to use them and I was told they were invalid. the manager at the store called Raise and they said they apologize the cards are invalid. I think this is a scam and they are hoping people don't charge back their credit cards and make money from it. my wife tried to buy another card and the next day they called wife and asked a bunch of personal questions. I am worried they are also stealing information for identity theft. do not give them any information I am sure American express will protect me in this transaction. I am just looking out for the next guy who may get taken by them. please beware

Desired Settlement: I would like to help the next guy who may get taken by this fraudulent business . please do something about it and help out the next guy

Business Response:

After receiving complaint number ********, we were able to review the order and offer a solution to the customer.


On March 3, 2016 the customer purchased two Bed Bath & Beyond gift cards. Each of the gift cards was purchased with a value of $300 for a purchase price of $273.90 for a total purchase price of $542.80 after a new user promotional code had been applied to the order. For this purchase the customer paid by credit card.


The customer contacted Raise Member Services on March 6, 2016 when the cashier from Bed Bath & Beyond called with the customer in store attempting to use the gift cards. The serving agent informed the customer that an error was seen on our end and that the resolution process would be started and sent to the Gift Card Support Team to be reviewed due to the high value of the order.


At this time the Gift Card Support Team does have a 10-14 business day timeframe for reviewing all of the orders that they receive. We understand that this is lengthy timeframe for a customer to wait for a resolution and we are actively working to minimize our response times for the Gift Card Support Team.


The Gift Card Support Team has completed the refund process for the customer and an email confirmation has been sent to their email address on file with Raise. Within 1-3 business days the customer will see the funds returned to their original payment source. The $5 off new user promotional code, that was used on the order, has also been returned to the customer’s Raise account to use on a future purchase. It will automatically apply to the customer’s next purchase that is $6 and above.


Overall, we are pleased to have resolved this issue for the customer and look forward to serving him again in the future.

3/15/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: i purchased a gift card for apple on this site on march 12, 2015 -- $1500 card which i wanted to use either for a birtthday gift or christmas present purchase. when time arrived to use it in october/november 2015, the card was valueless .. worth $0! i contacted raise by phone and email and not until this past week did they say there was nothing they could do as card was outside their 100 day warranty period... i asked if they could see where the $$ was spent, how, when, where, etc.. they said they would investigate... months passed and nothing was ever heard. all i know is my $1500 purchase is valueless, they have spent months dodging me, and i am upset and dumbfounded that they can get away with what seems like fraud, robbery.. or some terrible phrasing. please help if possible thank you peter lobl

Desired Settlement: refund and explanation of what happened

Business Response:

After receiving and reviewing complaint number ********  and the order number in question, it appears that the current resolution is warranted.


The customer purchased an ***** eGift card from Raise.com with a value of $1500 for a purchase price of $1492.50 on March 11, 2015, which the customer paid for by credit card. On December 16, 2016 the customer contacted Raise Member Services via email stating that the ***** eGift card had come up with a $0 balance and he had not used any of the balance.


After this inquiry was addressed by the Member Services Team it was escalated to the Gift Card Support Team for further review due to the length of time that had passed since the order was placed. Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved and the customer was notified via email on March 5th, 2016. Upon review the Gift Card Support Team did determine that a refund would not be provided as the order falls so far outside of the 100 Day Guarantee.


Raise is a member to member marketplace, so all gift cards are coming to members having been used or partially used. Whatever did take place with the gift card that did cause the balance reduction outside of the 100 Day Guarantee will be looked into further by our Seller Support team to ensure that any necessary steps are taken with the seller.


While there is no expiration on the gift cards, the Raise 100 Day Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase.


While we appreciate the customer’s business, we are unfortunately unable to provide a refund for this ***** eGift card as it is so far outside of the 100 Day Guarantee. We also want to extend our sincerest apology to the customer for the delay in a resolution, and we hope to better serve him in the future.

3/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Raise sold me fraudulent merchandise. The refund processes was unnecessarily long and complicated.

Desired Settlement: Refund cost of fraudulent gift card

Business Response:

After receiving BBB complaint number ********* we were able to review the order in question and can confirm that the desired resolution has been provided.


On January 31, 2016 the customer purchased four ***** * ****** gift cards from Raise.com for a total value of $1600 with a total purchase price of $1475.40, for which the member paid with a credit card. The customer reached out to Raise Member Services on February 8, 2016 through the Raise chat function and notified the serving agent that ***** * ****** had notified him that one of the gift cards had an issue. At that time the serving agent did begin the process to have the card reviewed by the Gift Card Support Team. The Gift Card Support Team does address all gift cards that have a problem when they are of a higher value.


Further information was requested of the customer and we greatly appreciate his cooperation and patience regarding the matter. Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved and the customer was notified via email on March 7, 2016 that all four of the ***** * ****** gift cards have been refunded to the customer’s original payment source. We understand that this is an unacceptable time frame for a customer to wait for a resolution and we are actively working to minimize our response times for the Gift Card Support Team.


We would like to extend our sincerest apologies for the amount of time the customer waited for a resolution, and we hope to better serve this customer in the future.

3/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had purchased twenty $100 **** gift cards at one time. When I went to use them three of them had no value. I contacted Raise.com on 2/6/2016 about the issue and there customer service rep, ***** stated that I would have either a refund or replacement cards within two days. On 2/9/2016 I got an email from someone named ******* which stated it would take between 10 to 14 business days. I've spoken with customer service reps three times and a supervisor once about the issue and they always tell me that they need to call ****. Its now 3/6/2016 and I still don't have a response. It doesn't take an expert to figure out that their ripping me off and have no intention of reimbursing for the bad gift cards.

Desired Settlement: I looking for a 100 percent refund!

Business Response:

After receiving BBB complaint number ********, we were able to review the order in question.


On November 01, 2015, the customer placed an order on Raise.com for twenty **** eGift cards. The three gift cards that the customer inquired about were all purchased with a value of $100 at a purchase price of $99. For the entire order the customer paid a purchase price of $1881.04 which was paid for by credit card.


The customer contacted Raise Member Services via phone on February 6, 2016 and notified the serving agent that he was having trouble with three of the eGift cards in the order. The 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 appreciative. Due 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 resolved. The customer did however issue a dispute on this order as of March 3, 2016. 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.  

3/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I regularly purchase gift cards from RAISE.COM. On 8/28/15 around, I purchase ****** ******* gift card worth $250 for $216.25. The order # is R276462854. I had used the gift card at local ***** ****** in last 4 months at regular interval (exactly 4 times ) and as of last Friday 2/26/16 I had printed balance of $145.33 on the card. On Friday before I wanted to go again, I checked balance and it showed $45.33 only. So I called OG first and they said, it had been used at one of the florida location. They could not help because I had purchased it from RAISE.com, so I called RAISE customer service, spoke to ****** and ***** ( Supervisor ). Even though I gave them all the details, I had, they said we have to open back office investigation. They have 100 day policy after that they will not support. I think that now they are into it. If a customer is selling a card knowing that after 100 days RAISE is not going to do anything and he goes out and sells it again or uses it. Since that gift card is still with him / her. I asked ***** why can't they check with the same customer who sold that card with me. no response. I have lost $100 and today I get an email only from ***** they will not refund or do anything on it. They are not standing behind the customers in this case. If anyone buys a bigger value card, why do they have to worry like this. In this case, we know it was in Florida's location. I even spoke to local branch manager of ***** ****** and he said, yes it was using in recent days there.

Desired Settlement: I want my $100. I had given so much business to RAISE.com, they know my history. I have all the proofs of purchases, uses of the ***** ****** card and details. Someone has used Raise.com policy / knowledge to their advantage. I want full refund and repayment of embarrassment/hassle that I had to go through.

Business Response:

After receiving and reviewing complaint number ******** and the order number in question, it appears that the current resolution is warranted.


On August 28th 2016 the customer purchased from Raise.com an ***** ****** gift card with a value of $250.00 for a purchase price of $216.25. The customer contacted Raise Member Services on February 26th 2016 via phone and informed the serving agent that he had been able to redeem a portion of the gift card and it should still have had remaining a balance of $145. During the phone conversation the customer did speak with both an agent and supervisor because as this inquiry falls outside of the 100 Day Guarantee the order was sent to be reviewed by the Gift Card Support Team.


During the review process, the Gift Card Support Team determined that because the order falls so far outside of the 100 Day Guarantee a refund would not be provided and no further action would be taken on the order by Raise.


The customer was sent an email on Sunday February 28th 2016, two days after the initial inquiry, informing him that Raise would be unable to refund due to the order being so far outside of the 100 Day Guarantee. Within the email communication between the agent and the customer, the customer was also offered a complimentary promotional code to use toward his next order.


After the email was received the customer did call in to Raise again and spoke to another agent and supervisor. During that phone conversation the customer was again notified that no further action could be taken on this order as if falls outside of the guarantee period.


While there is no expiration on the the gift cards, the Raise 100 Day Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase.


We appreciate the customer’s business and understand that while the 100 Day Guarantee is outlined on all order receipts and on the Raise website that a situation like this can be frustrating.


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.

Business Response:

The customer purchased the ***** ****** gift card from Raise on August 8, 2015 and then contacted Raise Member Services regarding the $0 balance on February 26, 2016. This purchase fell outside of the 100 day guarantee as of December 6, 2015 so when the customer contacted in February the guarantee period had already run out.


Raise does not have the ability to change the status of the gift cards and does not change the status or take any action with the gift cards after the 100 day period. The Raise 100 Day Guarantee is in place to protect the customer’s purchase price for the first 100 days after the date of purchase. After that 100 day period Raise is unable to provide the same kind of resolution as is provided while the guarantee is still active.


While the customer did obtain information from the ***** ****** restaurant, as Raise was contacted after the guarantee period, not further action can be taken. We apologize for the inconvenience in this.


We would like to consider this issue resolved at this time and hope to serve this customer again in the future.

Consumer Response:


Complaint: ********

I am rejecting this response because:
They are fraud.  Pl keep monitoring this company for similar complaints,  you would see a pattern. .

Sincerely,

****** ****

3/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Raise earns commission from every transaction but refuse to take their responsibility to protects the interests of customers. In the case, I bought two Whole Foods Market e-gift cards from Raise on October 28 2015. A few days later Raise ended business relation with Whole Foods Market thus my cards became no longer usable. Raise holds a policy called 100 days guarantee, which gives 100% refund to any gift cards with inaccurate balance, or not active, or from a wrong brand, or received longer than 30 days. Obviously, all these issues described in their policy are caused by seller or the card itself. However, the reason I cannot use my gift cards is caused by Raise Marketplace Inc. On this occasion, instead of informing every customer there may be inconvenience in using Whole Foods cards in the next couple of months, Raise chose to wait until all the cards fell out their guaranteed period so they can act irresponsible to the issue and give back no refund to customers. I have tried to contact with Raise customer service many times. They uses the same excuse that the purchase was happened more than 100 days so they can do nothing. Raise fails to notify customer what will happen if the guaranteed period expires or the issue is caused by their company other than the card itself in their application and websites. So customers feel helpless when our right to know is harmed by Raise Marketplace Inc.

Desired Settlement: 100% refund including the rewards used in the purchase.

Business Response:

After receiving complaint number ********* we were able to review the order and offer a solution to the customer.


On October 28, 2015 the customer purchased two Whole Foods gift cards each valued at $25 with purchase prices of $21 totaling $37 charged to the customer’s credit card after the $5 in Raise Rewards was applied.


The customer contacted Raise Member Services on February 11, 2016 via email and was responded to on February 13, 2016 with notification that the order could have no further action taken as the order falls outside of the 100 Day Guarantee. Within the email communication between the agent and the customer, the customer was offered a promotional code to use toward a future order.


Upon further review by the Gift Card Support Team, we are able to provide a different resolution for the customer than initially offered when they first contacted Raise Member Services. Because one of the Whole Foods cards has since been deactivated by the brand, Raise is able to offer a full refund of the $21 purchase price for that gift card. The other Whole Foods gift card however, is unable to be refunded as it does still reflect a full balance but is unable to be used due to the change in policy by Whole Foods. As this change was not at the discretion of Raise and is outside of the 100 Day Guarantee period, we are unable to provide any further resolution for the gift card that still contains the full balance.


While there is no expiration on the gift cards, the Raise 100 Day Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase.


In a situation like this we encourage the customer to contact the brand to see what further action they may be able to take to further assist. We have also returned the $5 in Raise Rewards back to the customer’s account for the trouble and confusion related to this order.


We would like to consider this issue resolved at this time and hope that the customer finds a partial refund for the order and credit a suitable settlement.

3/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Raise.com gives you 100 day guarantee if your gift card have any problem. i have file three claims for three different gift cards. the last email they have send me about my refund saying someone will contact me with further assistance in 5-7 business days and that was on January 25, 2016. today is February 19, 2016 no one have contacted me or they have refund my money yet. my orders # are ********** refund amount for this order are 175.19 and 181.50, ********** refund amount 170.02.

Desired Settlement: i want my money back. i have waited for long time.

Business Response:

We were able to further review BBB complaint ******** as well as the customer’s Raise orders and account.


Both orders (********** and *********** were placed during November. On 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 form. This was due to a change in ****** policy which required gift cards and merchandise credits to be used in store with the physical gift card. Because the cards were unable to be shipped, the agent then started the refund process for three cards total.


In order *********** the gift card ending in **** was refunded in full ($175.19). Because the gift card ending in **** was partially used, a partial refund ($41.34) was processed. Both of these


In order number *********** a partial refund was issued as well. The member was able to use $198.08 of this gift card. A refund for $172.02 was issued on February 24.


We apologize that these refunds were not processed in a more timely manner and we are working hard to improve upon our response time. We sincerely appreciate the customer’s patience and hope to serve them again in the future.

Consumer Response:  
Complaint: ********

I am rejecting this response because:Gift card ending with **** had $199.67 left so that mean refund should been 181.50 not 41.34. This is what i was told when i call and made claim. 

Sincerely,

******* ********

Business Response:

After the order of concern in complaint number ******** was reviewed by the Gift Card Support Team they were able to determine that the customer had been able to successfully redeem $159.57 of the gift card with an initial value of $205.04. This information is gathered through a comprehensive investigation conducted by the Gift Card Support Team. An agent from the Gift Card Support Team contacted ****** directly and spoke with them regarding this order. They were able to determine, given the information received from ******, that the customer was able to successfully redeem $159.57 in store.  


The information provided to the customer over the phone was based off of the assumption that the approximate $5 the customer claimed to use was accurate. As the investigation was conducted and information contradicting that which the member provided was received from ****** the initial information provided was no longer accurate and had to be adjusted accordingly. We encourage members to also contact the brand if they are in further need of confirmation.

3/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 25NOV2015 purchased a $300.00 gift card to ********** ******* through www.raise.com. My account was charged and I paid in full; however, when I went to check the balance on my gift card it was $0.00 and I had never used it.

Desired Settlement: I would like to be refunded the full amount for the ********** ******* gift card purchase.

Business Response:

After receiving BBB complaint number ******** we were able to review the order in question and the requested settlement has been provided.


On November 25, 2015 the customer purchased a ********** ******* gift card with a value of $300 for a purchase price of $249.09 which the customer paid for by credit card.


The customer contacted Raise Member Services via email on February 13, 2016 expressing that the ********** ******* gift card had a $0 balance when she went to use it in the Restaurant. Regrettably, our Member Services Team was unable to respond in a timely fashion and this inquiry was resolved and the customer was notified via email on March 3, 2016. This resolution included a full refund for the purchase price of $249.09 to the customer’s original payment source.


We understand that this is an unacceptable time frame for a customer to wait for a resolution and we are actively working to minimize our response times overall. We are pleased to have resolved this issue for the customer and look forward to serving them again in the future.

3/12/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The Company claims it has a money-back guarantee. I had issues with 4 separate gift cards, purchased on the same day, for the same store's gift card. I contacted PayPal, who issues the gift cards, as well as the store the gift cards were to, and contacted Raise's customer service about issues with applying the gifts cards purchased. I had purchased gift cards prior for the same store, and had no issues applying ($800 worth total). Both PayPal and the store the gift cards were to stated it was not something on their end, and probably something wrong with the gift cards. I contacted Raise and the Company refused to make good on their money-back guarantee. Additionally, I asked to speak with a Manager, and the representative I spoke with put me on hold for quite some time, and came back on the line, without any manager or any other person and just repeated what she said prior. This is also a customer service issue. She was very rude, and not helpful at all, claiming that the app clearly states the max gift card usage is $500...well the app actually states "$500 if your PayPal account is not verified, $1,400 if it is", and blamed the issue on my end. That is not the issue. I have confirmed with PayPal that my account has been fully verified, and use the account often.

Desired Settlement: I want a full refund of my gift card purchases (all four $25 gift cards).

Business Response:

After receiving complaint number ********, we were able to review the order and offer a solution to the customer.


The customer purchased five **** eGift cards from Raise.com on February 27th 2016. One of the eGift cards, that the customer was able to successfully redeem, was purchased with a value of $500 at a purchase price of $492.50. The other four gift cards in this order were each purchased with a value of $25 for a purchase price of $24.50 which the customer paid for by credit card.


On February 29th 2016 the customer contacted Raise Member Services via phone call and notified the serving agent that the four $25 gift cards were not applying to her order. At that time the agent requested, per Raise policy, a screenshot of the error message the customer was receiving to confirm what the issue may be. Unfortunately for some brands we are unable to see the issue from our end as we do not have access to the customer’s ****, or other brand, account. The screenshots provide us with exactly what the customer is seeing so we can take the correct following steps. The customer did not want to comply, so that agent followed up but was unable to take further action until the screenshots had been received. Again, the customer contacted Raise, this time via email, to report the same issue, and was again asked for the error message which was also refused. On the customer’s third contact the screenshot of the error message was provided.


Unfortunately, once this message was received the follow up steps were not completed in a timely manner and the resolution to this inquiry was not offered to the customer until today, March 4th 2016. The customer has received a refund confirmation for all of the $25 **** gift cards totaling a refund amount of $98. The full refund process can take up to 1-3 business days to complete on the side of the bank but has already been fully processed by Raise.


Overall, we are pleased to have resolved this issue and we also want to extend our sincerest apology to the customer for the delay in communication. Raise is actively working to minimize our response times across the board. We look forward to serving this customer again in the future.

3/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a ***** E-Gift Card for $32.46, and I used a portion of it to make sure that the card didn't have a "0" balance due to Raise 100 day guarantee. I now have a balance of $17.95. I recently went to the store to use the balance, and to my surprise I was informed that the this was not a legitimate e-gift number but a merchandise card number, and ***** has been experiencing a lot of fraud via merchandise credit. Consequently, they will only provide credit to individuals holding a physical merchandise credit. So I asked Raise to please provide a legitimate e-gift number to cover the $17.95 credit remaining. They refused to rectify the matter even though they falsely identified the card as an e-gift card instead of a merchandise credit. If Raise identified that I would be buying a merchandise credit, I would have never bought the card. They have falsely identified these cards as legitimate E-gift card. I made several attempts to get resolution via e-mail, and Raise has ignored my e-mail. I made an attempt to resolve this via telephone without any successful out come.

Desired Settlement: I would appreciate a refund of $17.95.

Business Response:

After receiving BBB complaint number ********, we were able to review the order in question.


On August 28th, 2013 the customer placed order ********** for two Lowe’s gift cards and paid a total by credit card of $67.22. The gift card in question was purchased with an original value of $32.46 and as the customer mentioned in her first email inquiry to Raise it should have a remaining value of $17.95 after her initial redemption of some of the value.


The gift cards that are bought and sold across the Raise marketplace are all previously owned and sometimes previously used gift cards or merchandise credits. When they are listed on the marketplace no distinction is made as to the difference when this will not affect that member’s purchasing experience or redemption method. As ****** has recently changed their policy, the redemption method for merchandise credits has also been changed to reflect that policy.


Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved as of March 2, 2016. As order ********** falls so far outside of the Raise 100 Day Guarantee no further action can be taken on the order by Raise and a refund will not be provided.


While there is no expiration on the the gift cards, the Raise 100 Day Guarantee does only guarantee the purchase price 100% for the first 100 days after the date of purchase.


We appreciate the customer’s business and understand that while the 100 Day Guarantee is outlined on all order receipts and on the Raise website that a situation like this can be an inconvenience and the customer was offered a promotional code for $5 off an order of $50 or more during interaction with an agent over the phone.

Consumer Response:


Complaint: ********

I am rejecting this response because: 

As stated in Raise's response, my complaint was acknowledged and validated by Raise (additional documents or attachment aren't required).

Raise failed to address my issue. 

My primary issue doesn't have anything to do with the100 Day Guarantee Policy.  I understand this policy and concur with the policy.  My complaint is that a "merchandise credit card" was sold  as a Gift Card which lead me to believe that the Gift Card will never expire or a policy change could occur. 

Raise falsely identified and sold a merchandise credit card as a Gift Card.  Lowes Gift Card policy hasn't changed, since I purchased this card.  Lowes suspected fraudulent activity in the merchandise credit card area, and consequently they changed their policy regarding the merchandise credit card.  I had no idea that I had purchased or was holding a merchandise credit card number, until I tried to redeem the balance.  Raise acknowledges in their response that they didn't make any distinction between merchandise credit card vs Gift Card,  since the difference will not affect the member’s purchasing experience or redemption method.  As we now know the difference between the merchandise credit card vs a Gift Card is huge, and Lowes is making a distinction between the two.  As a customer, I would never purchased a merchandise credit card. 

I made numerous attempts to resolve this matter via e-mail without any success.  My e-mails went unanswered.  I then tried to get a resolution via telephone, and I was offended by Raise's $5 promotional code offer.  Then I decided to seek BBB complaint process in hopes of highlighting this issue as a warning to others, and in hopes of obtaining a  proper resolution.  Although the refund amount is only $17.95, I believe a business shouldn't advertise a merchandise credit card as a gift card, and when the situation  gets exposed they leave the customer holding the bag.  Raise needs to make this right, and I would appreciate the $17.95 refund



Sincerely,

Eva Silva

Business Response:

After receiving BBB rejection response to complaint number ********* we were able to again review the order in question and are unable to provide a different resolution to the customer.


The order the customer placed for the ****** gift card was completed on August 28, 2013. During the first 100 days after that gift card was purchased, it was covered by the Raise 100 Day Guarantee. That guarantee period for this purchase ended on December 6, 2013. The customer contacted Raise regarding redemption trouble for this gift card on January 24, 2016, two years after the guarantee period had ended.


All cards sold on the marketplace are identified as gift cards when the difference will not affect that member’s purchasing experience or redemption method. Many of the cards sold on the marketplace can either fall into the category of gift card or merchandise credit. There is no distinction made when there is no difference between the way either is redeemed. If there is a different set of rules for redemption Raise does have a different product source with those terms and conditions presented.  


At the time the order was delivered to the customer, the ****** card did have a full and valid balance and was able to be used in the form in which it was delivered for more than two years from the date of purchase. As ****** did make the policy change outside of the guarantee period and this was not a choice made by Raise, we are unable to provide a refund for the order.


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.

3/11/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a $100 ******* e-gift card from this website. But when I tried to use it there was only $25.20 on the card. I called ******* they told me some placed orders just before my order and they can provide transaction details. I contacted Raise and they refused to give me a refund. They said this situation was not cover by their 100-days guarantee, without any explanation. It should cover. I bought thousands dollars gift cards from this website. This is the first time in this situation. I lost $74.80 and it's not my fault. Order No.: ********** I can not believe it!

Desired Settlement: Refund and apologize. Make gift exchange safer.

Business Response:

After reviewing the customer’s response in regards to complaint number ********  and the order in question, it appears that a similar resolution is warranted.


On November 30th 2016 the customer placed an order for a Sephora gift card valued at $100 for a purchase price of $94.69 that was charged to the customer’s credit card. The customer contacted Raise on February 22nd 2016 and notified the Member Services Agent that they had only been able to redeem $25.20 from the gift card. During the phone call the customer also provided the information that the gift card had been used for an online purchase, made by them, on February 2nd 2016 for $25.20 and another two online purchases for $38.97 and $35.83 on the same day which the customer claimed as not their transactions.


Per Raise policy this specific inquiry was escalated to the Gift Card Support Team for further review. During this review process it was determined that the merchandise confirmed by the customer to be their purchase was sent to an address in Florida whereas the purchases the customer claimed to be unauthorized were also delivered to the same address in Florida. For this reason we are unable to process a refund. We apologize for any confusion and look forward to serving this customer again in the future.

Consumer Response:

Complaint: ********

I am rejecting this response because:

Good news is that I have found my money back with the help of Sephora and Gift Card Center.  That's because of a technical error within Sephora and Gift Card Center.

Even I got my money back. I am still unsatisfied with Raise's service. If you told me all the transactions are with the same address, I will figure out what's going on soon. No response, No further explanation, TERRIBLE service!  

BTW: My address is in TX!!!!!! Not Florida !!


Sincerely,

******** *****

Business Response:

After reviewing the customer’s rejection response in regards to complaint number ********  and the order in question again, Raise is unable to provide a different resolution, but we are happy to further explain our process.


When a review is completed by the Gift Card Support Team, for security reasons, the transaction history is not always given out. That information is accessible to the customer through the brand as they are the owner of the gift card.


In regards to the order for this member, we know that the address on the Raise account is in Texas, though as previously mentioned, the customer confirmed a portion of the gift card had been used by them and that merchandise, as well as the merchandise purchased with the other portion of the gift card that the customer claimed to be unauthorized, were sent to the same address in Florida. It is not a requirement of Raise to use the billing address from the Raise account when using the gift cards to purchase merchandise.


We hope that the provided information is helpful in understanding the process that was taken by Raise to resolve the concerns for this customer and would like to consider this issue resolved. We do hope to better serve this customer again in the future.

3/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased $100 gift certificates from the Raise.com in 8/2015. Recently when I tried to use the gift cards I found out two of them (total of $50) were used by someone else already. I contacted the company and they told me that they had only 100 days gurantee on those cards. This is definitely a flaw in their system. There was no expiration date on the gift cards, how do they expect the consumers to use all the money in the account within 100 days. They should print out clearly that their gift cards are only valid within 100 days, otherwise there is no guarantee on their products. There is no protection on the consumers at all.

Desired Settlement: The BBB should place a risk warning for the consumers doing business with this company if they still decide not to refund.

Business Response:

After receiving BBB complaint number ********, we were able to review the order in question.


On August 8th, 2015, the customer placed an order on Raise.com for six ****** ****d eGift cards. The gift cards in question were each purchased with a value of $25 for a purchase price of $21.68 which the customer paid for by credit card.


The customer contacted Raise Member Services on February 12th, 2016 via phone call and expressed the the two gift cards in question then had a $0 balance without having been used by the customer.


The member shortly after received confirmation via email that the order could not have any further action taken as it falls too far outside of the 100 Day Guarantee.


While there is no expiration on the the gift cards, the Raise 100 Day Guarantee does only guarantee the purchase price 100% for the first 100 days after the date of purchase.


We appreciate the customer’s business and understand that while the 100 Day Guarantee is outlined on all order receipts and on the Raise website that a situation like this can be an inconvenience and offered the member a promotional code for $5 off an order of $50 or more.


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 guarantee and apologize for any inconvenience.

Consumer Response:


Complaint: ********

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 BBB 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 100 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 false claim from the Raise.  As a consumer I don't think I dare to buy anything from them again.  

Regards,


Sincerely,

**** ****

Business Response:

After receiving rejection for BBB complaint number ********, we were able to review the order in question again a provide further explanation of our original response.


The customer made their purchase from Raise.com on August 6, 2015 and contacted Raise Member Services on February 12, 2016 expressing that two of the gift cards from the order were then showing with a $0 balance. As mentioned previously, while there is no expiration on the gift cards, the Raise 100 Day Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase.


The customer contacted Raise well outside of the 100 Day Guarantee period, which had passed as of November 14, 2015 for this order. The customer was notified that as they contacted us after the order order had fallen outside of the guarantee period, Raise is unable to take further action on the order. The Raise 100 Day Guarantee is presented in full on the Raise homepage under the How It Works heading housed within the Return Policy tab.


This policy is also referenced on all Raise order receipts and on a banner on the Raise home page. While we appreciate the customer’s business, we are unfortunately unable to provide a refund for these two ****** Bread eGift cards that are outside of the Raise Guarantee period.

3/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought cinemark gift card from them $195$ in July 2015. Used it once to buy tickets around 30$. After few months when I tried to use it again it showed 0$ balance. I was taken aback. I complained Raise on Jan 18 and they dragged on my requests (never contacted me), I only kept asking them. Finally today they are saying they cant refund. Order #: ********** I cannot tolerate to loose close to 140$ for no fault of mine. Some people told me that they might be buying stolen cards and you never know when they will show zero balance. I want my money back.

Desired Settlement: Please refund my money.

Business Response:

After reviewing complaint number ******** and the order in question, it appears that the current resolution is warranted.


On July 17th 2015 the customer placed an order on Raise.com for a Cinemark eGift card. The gift card was purchased with a value of $194.75 for a purchase price of $165.54, which the customer paid for by credit card.


The customer contacted Raise Member Services via chat on January 22nd 2016 and notified the serving agent that they had been able to redeem the Cinemark gift card for a total of $17.25 and should have had a remaining balance of $177.50. As this inquiry falls outside of the 100 Day Guarantee the order was sent to be reviewed by the Gift Card Support Team. During the review process, the Gift Card Support Team determined that because the order falls so far outside of the 100 Day Guarantee a refund would not be provided and no further action would be taken on the order by Raise.


Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved and the customer was notified via email on Sunday February 28th 2016.


While there is no expiration on the the gift cards, the Raise 100 Day Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase.


We appreciate the customer’s business and understand that while the 100 Day Guarantee is outlined on all order receipts and on the Raise website that a situation like this can be frustrating.


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.

3/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased $300 worth of gift cards online, $200 for ******, and $100 for ***********. I used one of the ****** cards (the $200 was broken into four $50 cards) once, for a ~$10 charge. On the next use, all ****** cards showed zero balance. I checked the *********** card at that time, which still showed $100. However, when I went to use that one for the first time a week or so later, it had also been zeroed out. The company has been unresponsive, except to say that they'll respond eventually. It has been more than two weeks. I just want my money back.

Desired Settlement: I want my money back. Expeditiously.

Business Response:

After receiving BBB complaint number ********, we were able to review the orders in question.


Order **********, placed on January 23, 2016, included a *********** eGift card with a value of $100. A total of $80 was charged to the customer’s credit card. The customer contacted Raise on February 18, 2016 in regards to this order noting that he had not previously used the *********** gift card and it had a $0 balance when he attempted to redeem it in the restaurant. This inquiry was responded to on February 22, 2016 with a full refund of the purchase price $80 as the gift card was determined as having a $0 balance.


Order **********, placed on January 25, 2016, included four ****** Bread eGift cards each with a value of $50. A total of $168.00 was charged to the customer’s credit card. The customer contacted Raise on February 4, 2016 in regards to this order noting that he had only been able to use about $10 of  gift card and the other three remained unused by him, but were all then reflecting a $0 balance.


Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved as of March 2, 2016. Three of the gift cards were refunded in full as they had remained unused by the customer, and the customer received a partial refund for the gift card that he had been able to redeem for a portion. This partial refund was calculated but subtracting that amount used by the customer from the value of the gift card and the percentage of savings the member received on the original purchase price was applied to the new value to determine the new purchase price. The partial refund for the specific gift card totaled $33.60 and the full refund total on the order was $168.


We understand that it is not acceptable for a customer to wait weeks to be refunded after an initial inquiry. We are actively working to bring our response time back down to standards found more acceptable. We apologize for the inconvenience.  Overall, we are pleased to have resolved this issue for the customer and look forward to serving him again in the future.
Tell us why here...

3/10/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have purchased over 3k in gift cards from Raise with no single issue; Finally had 1 issue with a gift card I bought for $500.00 which raise guarantees. I purchased on 1/22/16 which is now over 1month. I have contacted them 5 times now and keep getting same answer "actively being worked on" I still have not heard back from them. Even after multiple times them stating it would be resolved right away .... still nothing, no refund or a new card issued. Now I have $500.00 in limbo and no resolution in sight. So while everything is fine there is no problem, but if you have an issue ... the guarantee means nothing!

Desired Settlement: I just want this issue to get resolved.

Business Response:

After receiving complaint number ******** we were able to review the order and offer a solution to the customer.


The order ********** was placed on January 22nd 2016 for a ***** eGift card. Like all Raise purchases, this order is protected by our 100 Day Guarantee (https://www.raise.com/return-policy). If an issue should arise with a gift card within the first 100 days, a refund will be issued.


The customer contacted Raise on January 26th 2016 noting that ***** eGift card then had a $0 balance when she had only been able to redeem $43.64 of the gift card value. Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved as of March 2, 2016.


A refund of the $421.22 purchase price that the member was unable to utilize has been refunded to the customer’s original source of payment. This partial refund was calculated by subtracting the amount used by the customer from the value of the gift card and the percentage of savings the member received on the original purchase price was applied to the new value to determine the new purchase price.


We understand that this is an unacceptable time frame for a customer to wait for a resolution and we are actively working to minimize our response time for the Gift Card Support Team.


Again, our sincerest apologies for the inconvenience this has caused and we hope to serve them again in the future.

3/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ****** was having a problem with fradulent gift cards and then changed thier policy with Raise so that physical form cards were needed. Some of my purchases started off as electronic purchases in December 2015 and then I received pysical cards when the policy went into affect. While I question if the December cards (2 cards) were used prior to receiving them, there was too much confusion as to keeping track of that so I have no grounds to dispute that. I would have thought that if they were already used then they wouldn't have sent me the physical cards, but that is another issue causing the confusion. However, I made a purchase of three physical ****** cards on Jan 20, 2016 and one cards (valued $140.43, costing me $123.57; order **********) had a zero balance and I know I never used that balance as I was able to keep track of them. Along with the two other cards that I questioned the zero balances, I included the $140.43 card in one envelope and sent to Raise for review. When following up with Raise on my cards they said they received only two cards, meaning that they misplaced the third card in question. I asked if they had scanned the sheets when they are first received since the cards are taped to the paper, but it does not seem that they do this as they were still unable to find my third card that I sent. Had they scanned then they would'nt have to worry about misplacing my card in the process. There are two issues at hand: 1. Their Guarantee Covers Inacurate Balances and my card had a zero balance when I received it; 2. Raise misplaced my third card and does not have procedures in place to avoid this from happening.

Desired Settlement: I want to be refunded the $123.57 that I spent for a $140.43 card that had a $0 balance by the time I received it.

3/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchase a giftcard from here, when I went to used it it says the card never expires, so when I waited for deals which was month later to used it. Then I found out it has no money left? they claims they dont do anything after 100 days. this is the worst place to buy your giftcard. I will never do business again with them in the future. MY order number was *********** Please help

Desired Settlement: I just want my money back, simple as that!!!!! I got cheated by this

Business Response:

We were able to further review BBB complaint number ******** as well as the member’s ***** order and account.


The order ********** was placed in June of 2015 and contained a $50 **** *** gift card. On February 12, 2016, the customer called our Member Services department to inquire about the status of his gift card. He told the agent that he was able to use about $15 of the gift card previously but upon trying to use it again, found that the card was no longer able to be used.


At this point, the order was sent to our Gift Card Support Team for further review. Unfortunately because this order is well outside of our 100 day guarantee, we were unable to provide a refund to his original payment source. The customer is correct in saying that this gift card never expires. As a member to member marketplace, each gift card is verified before being listed on our website. Should an issue arise after the order is complete, our 100 Day Guarantee protects your purchase price for up to 100 days.


As a one time courtesy, we have refunded this customer in the form of ***** credit. Because he was able to use part of the gift card, the partial amount of $33.45 was added to his ***** account. This credit will automatically apply to the next order placed on the account.


We sincerely apologize for any miscommunication and frustration this has caused our member.

3/8/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I've contacted Raise several times with no reply. I tried to resell a $9.61 ******* ********* gift card I purchased on Raise a month prior. I was unaware that the amount was already spent by the dealer who sold it to me. Raise emailed me and requested the order # so they could investigate and I obliged, obviously to no avail because I haven't heard back from them since last week!

Desired Settlement: Refund of actual card value for $9.61. I paid less for the card, but this inconvenienced me when I needed to use the card as a method of payment.

Business Response:

We were able to further review complaint number ******** as well as this customer’s Raise account and gift card in question.


The ******* ********* gift card was initially purchased for $7.74 on December 5, 2015 in order number *********** On February 10, she decided to resell this gift card on our marketplace. For some reason, our system found the card to have a zero balance and therefore denied her listing. At this point, the customer emailed our support team asking for more an explanation. Our agent initially replied to her email and requested more information so she could look into the gift card.


Unfortunately our Member Services Team then failed to respond in a timely manner. However, upon further investigation, we found that there was no issue with this ******* ********* gift card and therefore it should not have been denied. The customer was made aware of this and given a promo code for the inconvenience.


This ******* ********* gift card has now successfully been listed for sale. She will be paid for this card as soon as it is sold to another member. Because this is indeed a valid gift card, we are unable to process a refund for this order. However, it will now sell as intended and we hope she takes advantage of the promotion that was made available to her. We sincerely apologize for any inconvenience and hope that we’ll be able to serve this member again in the future.

3/7/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased $350 ****** gift card on 1/26/2016. Attempted to redeem at store in *********** ** today. Was told by cashier it need to be activated. Phone ****** customer service. Was told that the card was deactivated 2/4/16 at 11:45 a.m.

Business Response:

After receiving and reviewing complaint number ******** and the order number in question, it appears that the current issue has been resolved.


On January 26th 2015 the customer made a purchase on Raise.com for a * **** gift card with a value of $350 for a purchase price of $296.10, which was paid for by the customer using a credit card.


The customer reached out to Raise Member Services via email on February 29th 2016 and stated that the * **** gift card in the order was unable to be used. The serving agent picked up the email just under three hours after it was submitted and was able to confirm that this gift card did have some kind of activation error. Upon confirming this message, the serving agent issued a full refund of $291.10 to the customer’s original source of payment. The $5 in Raise Rewards used toward this purchase was  also returned to the customer’s account to use on a future order.


This information was addressed to the member in an email from Raise Member Services on February 29th 2016. Overall, we are pleased to have resolved this issue for the customer and look forward to serving her again in the future.

Consumer Response:  
Complaint: ********

I am rejecting this response because: as of 3/4/2016  6:19pm, the credit has not posted to my credit card account.

Sincerely,

****** ******

3/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 01/25/16, I went to raise.com & purchased an e-gift card for $330.00 to **** * **** ***** (Order ************* Within approx. 15 minutes of the purchase, I tried to use the card on ******************** & received a message that the card had a $0.00 balance. I immediately contacted raise.com customer service via phone & was told the refund process would be started. After speaking with the CS rep, I went back to raise.com & ordered a 2nd e-gift card for $330.00 to **** * **** ***** (Order #********** because I still wanted to place an order with **** * **** *****. Within approx. 15 minutes of the 2nd purchase from raise.com, I tried to use the card on ******************** & received a message that the card had a $0.00 balance. I contacted **** * **** ***** customer service via phone because I thought the issue might be with their system. The CS rep at **** * **** ***** informed me they were not having issues & verified the balance on both cards was $0.00. After speaking with the CS rep at **** * **** *****, I called raise.com customer service via phone, but they were closed for the night. I called raise.com customer service in the morning on 01/26/16 & was told that the refund process for the 2nd purchase would be started. I was told by both CS reps that the refund process was 1st come, 1st serve & an immediate refund would not be issued due to the large $ value of the cards. I understand it takes time on their end to make sure that everything is handled correctly. However, I have spoken with several CS reps since 01/25/16 & 01/26/16 & have been told different timelines as to when I could expect my refunds. The timelines went from 3-5 business days to 5-7 business days to 7-10 business days. I received an e-mail yesterday (15 business days after the initial purchases) stating that I would receive an update in 10-14 business days. I am worried that 10-14 business days from now, I still won’t have received the refunds I rightfully deserve for both transactions.

Desired Settlement: I would simply like a refund for $660.00 ($330.00 for each transaction). I am not seeking additional compensation or an apology.

Business Response:

We were able to further review BBB complaint ******** as well as the customer’s two orders and Raise account.


The customer placed her first order (*********** on January 25 for a $400 **** * **** ***** gift card. She called our Member Services line after she was unable to use her gift card online. The order was then sent to our Gift Card Support Team for further review due to the high value of the gift card.


Her second order (*********** was placed shortly after her first order. The customer had also sent an email about this gift card having a zero balance. This order was sent to our Gift Card Support Team as well.


Unfortunately our team did not provide a resolution in a timely manner. We have now applied refunds for both orders, which will be credited back to the original payment source. A confirmation email has been sent for each email as well.


We sincerely apologize for the trouble with both of these orders as well as the delay in response. We are consistently working to improve our communication with members as well as prevent card problems such as these from occurring.


We hope to further serve this customer in the future and encourage her to contact Member Services should any questions arise.

3/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern, I purchase $250 ****** gift card at price of $200 from raise on May 5th, 2015 (order number ************ and used less than $100 right after the pruchase. But when I was trying to use the GC again in Nov. 2015, I was told the balance was 0. (Which it should be more than $150), I double checked my purchase history at ****** store and online. And I am sure I have not used this GC after the 1st use. So I called Raise on Jan 13th 2016, and was told by a nice lady they will investigate the case and give me feedback within 3-5 days (I attached the letter from them below). But I have not heard back from them yet, it has been 5 weeks. I would really appreciate if you could contact them and ask for an explanation. Thank you. ****** ***** Here is the investigation confirmation email from Raise Hello ******, Thank you for contacting us in regards to your ****** gift card in order **********. I'm sorry to hear about the trouble you've had with the card. As stated by the Raise Guarantee, we offer 100% money back for any gift card that has an invalid balance within 100 days from the date of purchase. Unfortunately your date of purchase falls outside of our 100 day policy, but we may be able to resolve it for you if the card's funds varied within this time-frame. I have submitted an inquiry to our Support Team to look further into the card and see what can be done. In the meantime, please let us know if you have any other questions. You will receive an email within 3-5 business days with an update regarding your order status. Sincerely, **** Raise Member Services ***************** ***** *******2

Desired Settlement: I just need them to refund me the gift card balance or refund me the money I used to purchase this balance.

Business Response:

We were able to further review BBB complaint number ******** as well as the customer’s order and Raise account.


The order ********** was placed on May 5, 2015 and contained one ****** gift card valued at $250. The customer paid $200 for this gift card. On January 13, 2016, the customer called our Member Services department to let us know that he was unable to use the full amount on this card. According to her, he was able to use about $95 of the gift card, not too long after she purchased the gift card. Unfortunately, this order fell well outside our 100 Day Guarantee. For this reason, we are unable to submit a refund.


Our 100 Day Guarantee states that your purchase price will be protected if an issue should arise within the first 100 days after your order is placed. For this reason, we encourage our members to use their gift cards within this time frame.


We regret that a follow up email was not sent in a more timely manner, causing our customer to wait for answers. We have been working diligently to ensure that communication is efficient and transparent with our members. A credit of $20 has been added to this customer’s Raise account, which will automatically apply to their next order.


We hope to be able to serve this customer again in the future and urge them to call Member Services at ************ if they have any further questions.

2/29/2016 Problems with Product/Service | Complaint Details Unavailable
2/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased two ***** store gift cards from this company on Jan 28th. One of the cards came up as invalid when I tried to redeem. I contacted customer care and followed all the steps that I was asked, however the card did not work. At this point the representative filed a refund request claim. I also received an email indicating that this will be processed in 3-5 business days on Jan 28th. I contacted the company on Feb 9th and the representative told me that they are still reviewing the refund and will get back to me once it is done. He refused to provide a timeline or also talk to someone else who would do that.

Desired Settlement: I will like the refund processed immediately

Business Response:

We were able to further review BBB complaint ******** as well as Mr. ******’s Raise order and account.


On January 28, 2016, Mr. ****** ordered two ***** gift cards valued at $350 each. He called Member Services the same day because one of the gift cards was not able to

be used. The Member Services agent then escalated the gift card to our Gift Card Support Team for refund approval. Unfortunately our Support Team was unable to reply in a timely fashion.


On February 19, our Support Team was able to confirm that there was indeed an activation issue with this ***** gift card and therefore submitted a refund. $343.00 was

credited back to the customer’s original payment and a confirmation email was sent.


We sincerely apologize for the delay in resolving this matter and we are working to minimize our response time so as to better serve our members. Should Mr. ****** have 
any questions about his refund, we encourage him to call our Member Services Team. We hope to be able to serve Mr. ****** again in the future.

2/26/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased three $100 **** gift cards from Raise.com on 11/26/15, on order number **********. At the time of purchase, the raise.com site description for the gift cards said "Only two gift cards may be used per online transaction. Three gift cards may be used on phone transactions." When I went to make my purchase through **** online, I was only able to use 1 gift card per transaction (that is ****'s policy). When I tried calling to make it a phone transaction, they said I could combine the gift cards but I needed proof of the physical gift cards (which I did not through raise.com). Since then after I pointed out their error, raise.com has updated their site to say "Only one gift card may be used per online transaction." with no mention of using more than 1 on phone transactions. I have contacted raise.com support multiple times and they have not fully resolved the issue. To date, I used 1 of the cards, they issued a refund on the 2nd one after it was relisted by them on their site, but refuse to do anything with the 3rd card. I am seeking that they just relist at no cost to me and refund the purchase price for the 3rd card, which is $93.72. This should be at no additional cost to raise.com.

Desired Settlement: Refund the $93.72 paid for the card ending in 8625 on order number **********

Business Response: We were able to further review BBB Complaint number ******** as well as the customer’s Raise order.

Order ********** was placed on November 26, 2015 and contained three **** gift cards valued at $100 each.

On November 26, the customer emailed our Member Services Team regarding the **** order he was trying to place with his gift cards. ****’s policy stated that only one gift card could be used per transaction on their website. This would prevent the customer from using all three of the gift cards purchased from Raise. Previous policy had stated that two gift cards could be used on ****’s website and unfortunately our website was not updated to reflect this. However, as a member to member gift card marketplace, we are not responsible for communicating the policies of other brands.

In a message written on December 22, the customer wrote, “What I think is fair in this case is that you issue a refund and take back 1 of the $100 gift cards since the raise.com site is falsely advertising that 2 cards can be used.” Although our return policy states that it does not cover misinterpretation of how a particular gift card can be redeemed, our Member Services Team agreed to refund one of the **** gift cards outside of our policy. A refund of $93.71 was refunded to the customer’s credit card. After the refund was complete, he responded asking about the whereabouts of his second refund. The agent explained that we were only able to refund for one gift card outside of our policy and suggested that he list the other unwanted gift card for sale on the marketplace.

Unfortunately we are still unable to process a second refund for Mr. ****. However, a credit of $10 has been added to his Raise account to alleviate commission costs. We sincerely apologize for the inconvenience this has caused and we hope to be able to serve Mr. **** again in the future.

 

2/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased some discounted ************'s gift cards from Raise.com over the first four months of last year. I used these gift cards to make a purchase on ************s.com on April 18, 2015, and later returned this order. In exchange, ************'s sent me a new gift card in the amount of $550 for the return. In November 2015, I wanted to use this new gift card to make some purchase, and found out that there is a hold put on the card. I was told that there are problems with those original gift cards (i.e., the ones purchased from Raise.com). I contacted Raise.com to ask for a refund, but they told me that those purchases were made more than 100 days ago and they will not issue a refund.

Desired Settlement: Since the gift cards sold by Raise.com have problems, I hope they can be responsible for that, and I want to get a refund.

Business Response:

We were able to further review this member’s Raise account and all of the ************’s gift cards in question.


Twenty-four ************’s gift cards were purchased by the customer between 1/22/15 and 4/4/15. According to the support ticket submitted by the customer on January 22, 2016, these are the gift cards used in the initial ************’s purchase back on April 18, 2015.


The customer wrote to our Member Services Department informing us that the gift cards were successfully used at ************s on April 18, 2014. However, they decided to return the item and one new gift card was issued by ************s. Upon checking the balance of this gift card months later, the customer realized that there was a hold on the card.


The Member Services Team then informed the customer that we are unable to provide a refund as all of the gift cards involved are well outside our 100 Day Guarantee. As a member to member marketplace, we verify each and every gift card before it is listed for sale. However, should an issue arise after your purchase is complete, Raise is happy to issue a refund within 100 days of the order date. Per our refund policy, we are unable to issue a refund for this gift card.

 

2/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a * **** gift card on January 31, 2016 for $410. A few days later I tried to use it online and it was declined. I called * **** and they said it was purchased with a stolen credit card so the account was frozen. Then called Raise and they said it would take 3 to 5 business days to investigate and issue a refund. I then get an e-mail that it will take 10 to 14 days to issue a refund. I still have not received a refund. I called * **** and they told me what had happened in minutes. Why hasn't Raise been able to resolve this? When I called customer service for the third time, they wanted my birthday to verify my account. I had never given this information on previous calls and am now increasingly suspicious of this business. I would never give a real birthday to a website like this for obvious reasons. I will say that the customer service folks are very patient and nice people.

Desired Settlement: I would like the complete purchase price of $410 returned to me immediately.

Business Response:

We have further reviewed BBB complaint number ******** as well as the customer’s Raise order and account.


Order ********** was placed on January 31, 2016. This order contained a $500 ****** gift card. On February 6, the customer called into our Member Services department to let us know that there was a zero balance on this gift card and she was unable to use it.


Due to the high value of this gift card, the order was sent to our Gift Card Support Team for further review. She was informed that it may take 10-14 business days to reach a resolution. This is a longer timeframe than we find acceptable, but due to an influx in inquiries, our response time has increased for the time being.


We are working to minimize our response time so as to better assist our members. A $10 credit has been added to this Raise account due to the inconvenience. This credit will automatically apply to her next order of $11 or more.


We sincerely appreciate the customer’s patience in this matter and we hope to serve her again in the future.

Consumer Response:
Better Business Bureau:

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

Sincerely,

****** ******

2/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a $100 gift card from the vendor for a discounted price. Unfortunately, the $100 gift card they sent me had ZERO value. The company claims they have a guarantee but they did not honor this when I spoke with them (even though the card didn't work from day 1-90 or whenever their guarantee was for). They said they would follow-up re: the matter, but they never got back to me despite multiple phone calls and emails stating that they would, in fact, be back in touch in 3 business days (this was more than a month ago!) Not only did I lose $72, but this is a company I had done thousands of dollars of business with over the past several months. At this stage, they've lost me as a customer by (a) sending a fraudulent product and (b) having the gall NOT to fix the issue, or simply follow-up despite MULTIPLE emails and phone calls (made only by me).

Desired Settlement: To re-earn my trust and business, I would take a refund, or an actual $100 replacement gift card for the card that NEVER worked. Thank you.

Business Response:

We were able to further review BBB complaint number ******** as well as the Raise order in question.


On January 7, 2016, the customer contacted Raise Member Services about an *** Theatres gift card that was purchased on September 19, 2015. She informed us that when she tried to use the gift card, she found that there was a zero balance.


Because the order was outside our 100 Day Guarantee, the order had to be sent to our Gift Card Support Team for further review. She would then be refunded if they were able to determine that the card’s funds varied within the first 100 days. Unfortunately our Gift Card Support Team was unable to reply in a timely manner.


On February 17, our Gift Card Support Team was able to determine that the issue occurred within the first 100 days of the order. At this time, a full refund was processed and therefore $72.45 was credited back to her original payment source.


We sincerely apologize for the delay in resolving this issue and are currently working to minimize our response time to an acceptable level. We hope to be able to serve her again in the future.


2/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have purchased 4 cards from this company, spending over $1,000, over a promise of discounted gift cards. I used 3 of the cards and they turned out to be FRAUDULENT!! I do not wish to take a chance with my 4th card and I need a full refund. The reps keep repeating like drones that they are very careful about what they sell but it is no matter of chance that 100% of ALL cards I've used with them - all 3 times were fraudulent!! This is beyond reasonable. I believe the company to be a fraudulent company with horrible customer service. When you're purchasing something they'll be very helpful and take your money right away. But when it comes to refunding, they'll give you a bunch of nonsense and make you wait for hours on hold with crappy music droning on.

Desired Settlement: I do NOT wish to to do business with this company and I need all my orders refunded completely.

Business Response:

We were able to further review BBB case ******** as well as the customer’s multiple Raise orders and account.


On January 23, 2016, the customer purchased two ****** gift cards. On February 3, 2016, he called our Member Services Team to alert us that he was unable to redeem both of the ****** gift cards. The $200 gift card from order ********** was immediately refunded. However, because of the high value, the $500 gift card from order ********** was sent to our Gift Card Support Team for further review before they could be refunded. This card was later refunded to the original payment source on February 18.


On February 5, 2016, the customer bought two more ****** gift cards and called our Member Services Team again, asking us to check the balances. The gift card valued at $500 from order ********** appeared to have an activation error and was sent to our Gift Card Support Team as well. This was later refunded on February 18. His other gift card, valued at $200, was valid and able to be used. The customer asked for a refund for this card as well.


Unfortunately we are unable to provide a refund for a valid gift card once the member has been given access to the card’s information. This customer has been fully refunded for the three gift cards he was unable to redeem per our refund policy. At this time, we are unable to offer any additional refunds.


We apologize for the inconvenience this has caused and encourage this customer to call Member Services if they have any other questions about their refunds.

Business Response:

We're sorry to hear that the customer has lost faith in our services. 

As a one time courtesy, his final ****** gift card (Order *********** will be relisted on his behalf. Again, we normally cannot provide refunds for a valid gift card, but we are willing to make an exception. An email has already been sent confirming that his ****** gift card has been relisted and he will receive a refund for this gift card as soon as it sells again. Of course, should an issue arise with this gift card after it sells, we will be reaching out to the customer. 

We hope that the customer will find this satisfactory as he will be getting a refund as requested. We encourage him to respond to our most recent support email if he has any other questions regarding this process. 

Consumer Response:


Complaint: ********

I am rejecting this response because:

I'm not entirely rejecting this response because they've made an offer to conditionally return the money. Once I get the money back, I will certainly close the deal out.

I think that the company should have more integrity in returning dissatisfied customers' money. It costs Raise.com nothing to relist the card but it could cost them a lot of lost customer revenue when they get frustrated with their predatory policies and don't want anything else to do with such a business.

Again, as soon as the money is refunded, I will close this out as satisfied.

Sincerely,

******** ********

2/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 7/24/2015, I bought an e-gift card from Raise.com for the store, ******. The e-gift card was for $184.38 to be used on ****** merchandise (see attached Purchase Order History and screenshots). We used $84.37 in 2015. In mid-January, I returned to ****** to purchase some items. ****** showed me a memo that ****** corporate office had issued to managers regarding a new policy, effective 1/7/2016, stating that ****** would no longer accept e-gift cards with the “174” sequence in them. However, the gift physical gift cards would continue to be accepted. Raise’s, e-gift card Terms and Conditions state: “This eGift card may be used just like cash toward purchases at ****** locations…. This gift card has no expiration date, and no dormancy or activity fees will be charged. Gift cards retain unused balance.” See attached document. On 1/25/2016, I called Raise and reported that I had a balance of $100.01 remaining on this gift card and that ****** would not honor this e-gift card because of the ****** policy change. They stated they would contact the seller and try and get the “physical” card, and if not, then they would issue a refund. On 2/3/2016, I received an email response from Raise stating that they would not issue a refund because it is outside their “100 days” guaranteed policy. See attached document. Additionally, during the last month Raise changed the Purchase Order History to read “Physical” card (“Delivered by mail for use in-store”), not the “e-Gift” card which I purchased and printed off in 2015 (see attached). The physical card was never delivered, instead it was an e-gift card.

Desired Settlement: Refund OR Raise/****** Credit of unused balance on the ****** e-gift card of $100.01.

Business Response:

We were able to further review BBB Complaint number ******** as well as the Raise order in question.


Order number ********** was placed on July 24, 2015 and contained one ****** gift card valued at $184.38. On January 25, the customer reached out to our Member Services Team to let us know that they were no longer able to use this gift card as an electronic card due to a change in ****** policy. A balance of $100.01 was remaining on the gift card.


Because of the change in ****** policy, Raise is shipping physical ****** cards to the buyers when possible. This was offered to the customer, but they declined and asked for a refund. Because this order was outside of our 100 Day Guarantee, the customer was initially denied a refund.


Upon further review, we were able to issue an adjusted refund of $90.55 to the customer’s credit card. The adjustment accounts for the balance that was unable to be used as well as the original discount received for this gift card.


We apologize for the inconvenience this caused and hope that we will be able to serve this customer again in the future.

Consumer Response:


Better Business Bureau:

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

Thanks for your assistance in resolving this matter.


Sincerely,

****** ****************

2/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a gift card for $500, spent $450 of it. When I went to the redeem the balance, I was notified by the Gift Card Company that the gift card was stolen/fraudulently purchased. Had to fight with raise representatives to get a refund because it was outside of their 100 day guarantee. After a 30 minute initial call with customer service, they escalated it for approval to refund, telling me they would get back to me within 3-5 days. 3-5 days later no response, had to follow up with them again. Another 30 minutes on the phone they finally approved the refund, telling me they did as a courtesy. What courtesy? Sell a stolen gift card and then attempt to stick the end user with the bill?

Business Response:

We were able to further review BBB complaint number 11126011 as well as the customer’s Raise order and account.


On September 3, 2015, the customer ordered one ********* gift card valued at $500 (Order number R413558625). On January 31, 2016, he called

our Member Services Team for assistance because he was unable to use this gift card. Our agent called the ********* gift card hotline and confirmed that there was $59 left on this gift card to be used.


Unfortunately this order was outside of our 100 Day Guarantee, which means we cannot guarantee a refund. The order was sent to our Gift Card

Support Team for further review. Regrettably they were not able to provide a resolution within the 3-5 business days allotted.


On February 8, a partial refund was issued for the balance that the customer was unable to use. $55.46 was credited back to his original form of

payment and a confirmation email was sent.


We are currently working to minimize the response times for our Gift Card Support Team as we understand it can be frustrating to wait for a refund.

We apologize for the delay in resolution but are happy to report that we were indeed able to meet the customer’s request.

Consumer Response:
Complaint: 11126011

I am rejecting this response because:  I was not satisfied with company's response to selling me a fraudulent gift card.  I was unable to use the card to make the purchase I was intending to make at the time, and ended up overspending due to the lack of the card.  Furthermore I had to spend a significant amount of on the phone with the representatives of this company just to get my money back.  Fraud should not be subject to any 100 day guarantee, selling fraudulent items should not result in any hassle for the customer.  I am very dissatisfied with this company after using their services and spending thousands of dollars with them.  All consumers should be made aware that there is a likelihood of them being on the other end of a fraudulent transaction while dealing with this company, and they should know that this company will not go out of it's way to resolve any issues stemming from such transactions.

Sincerely,

Peter ***********

2/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 10/29/15 I purchased 25 physical ****** giftcards from Raise.com for $39.95 per card, each of which were supposed to have $50 of value on them. Upon attempting to use one of the giftcards at ******, I was unable to do so. I called the number on the back of the giftcard to contact ******, and was told that the giftcard was originally purchased using fraudulent means, and has been deactivated. I went through the numbers of several of the other gift cards, all of which had been deactivated for the same reason. I contacted Raise.com support via email on 12/04/15 as instructed on their website to demand a refund for selling me fraudulent deactivated gift cards. The auto-genereated response email I received back said I would be contacted in 2-3 business days. I waited 10 days without any further contact, and emailed again on 12/14/15. Finally, on 01/08/16 I received my first reply from a human at Raise.com (Jerry) who confirmed that in fact 10 of the gift cards I was sold were deactivated. I was told by Jerry in his email that they would begin to process my refund for the value of the 10 cards ($399.50). In a separate email dated 01/08/16 Jerry stated I would be updated in 3-5 business days. After 6 business days elapsed without further contact, I emailed back (01/19/16) asking for an update and a refund. No further response was given. I attempted contact again on 01/16/16 and no response has come from Raise.com. I demand a full refund for these gift cards that were sold to me under false pretenses of having an active $50 balance.

Desired Settlement: I demand an immediate refund for the full value of the fraudulent gift cards that I was sold, $399.50.

Business Response:

We were able to further review BBB case number ******** as well as the customer’s Raise account. Overall, we are pleased to have been able to address

this customer’s concerns.


The customer placed order ********** on October 29, 2015. This order contained 25 physical ****** gift cards. On December 4, 2015, the customer sent

an email to our Member Services Team after finding some of the gift cards from this order were invalid. Unfortunately, our team was unable to provide a response in an appropriate time frame.


On January 8, our Member Services Team sent a follow up email confirming which of the 25 gift cards had an issue and told the member that the order would be forwarded to our Refund Team for them to review.


Again, our Refund Team failed to give the customer an update in the timeframe promised in the initial email. On February 5, our Refund Team was able to

confirm that ten of the 25 gift cards in this order had encountered an activation issue. A refund for $399.50 was then processed back to the customer’s original payment source. They were advised that it may take 1-3 business days for their bank to credit their account.


We are extremely sorry for the length of time it took for this matter to be resolved. As we continue to grow, we are actively adding support to all of our teams to 
better serve our customers. We encourage the customer to give us a call at ************ if any other questions or concerns arise. We would be happy tohelp however we can. 

2/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ON 11/17/15 I BOUGHT A ****** E-GIFT CARD IN THE AMOUNT OF $43.55 - I USED THE CARD ONCE FOR A PURCHASE IN THE AMOUNT OF 19.35 - ONLY TO FIND OUT THAT THE CARD NOW HAS A 0 BALANCE. THIS WAS OFFERRED AS A E-CARD BUT THE OWNER APPEAR TO HAVE KEPT AND USED THE ORIGINGAL PHYSICAL CARD BY SWIPPING IT. BASED ON THE CARD HISTORY- ON THE SAME DATE THAT I BOUGHT THE CARD SAME WAS SWIPED I THE ATLANTA AREA FOR $11.32. ADITIONALLY, THE CARD WAS AGAIN SWIPED ON 12/21/15 IN THE ATLANTA, GA AREA FOR $12.18. THEREFORE I LOST $23.50. I SENT AN EMAIL TO CUSTOMER SERVICE AND HAVE YET TO RECEIVE A REPLY OR A RESOLUTION. NOTE THAT I AM IN THE MIAMI, FL AREA - ****** BREAD LOCATION WHERE I USED MY CARD (KEYED IN - NOT SWIPED) ******. ****** LOCATION IN THE ATLANTA, GA AREA WHERE CARD WAS SWIPED ******* ****** GIVE CARD ***** **** **** **** *** TRANSACTION HISOTRY ****** Point of Sale Keyed Redeem 01/29/2016 07:43:12 $0.70 ****** Point of Sale Swiped Redeem 12/21/2015 19:33:42 $12.18 ****** Point of Sale Keyed Redeem 12/03/2015 13:06:02 $19.35 ****** Point of Sale Swiped Redeem 11/17/2015 14:52:51 $11.32 ****** Point of Sale Swiped Redeem 11/10/2015 16:45:38 $2.15 ****** Point of Sale Swiped Redeem 11/05/2015 15:11:09 $4.30 **** Point of Sale Swiped Credit 11/26/2014 16:33:39 $50

Desired Settlement: I WOULD LIKE TO RECEIVE A REFUND IN THE AMOUNT OF $23.50 AS THIS IS THA AMOUNT THAT WAS SPENT BY THE ORIGINAL OWNER OF THIS CARD THAT RAISE.COM SOLD TO ME.

Business Response:

We were able to further review BBB case ******** *n addition to the customer’s order and Raise account.

 

The customer placed order ********** on November 17, 2015. This order contained one ****** eGift card with a value of $43.55.

 

A support ticket was opened on January 29, the same day the customer filed her complaint.


Our Member Services Team responded to this ticket on February 4, and confirmed that this ****** card had an inaccurate balance. Per our refund

policy, the Member Services agent then submitted a partial refund for what the customer was unable to use. The same discount that she initially

received on this card was applied to the balance she was not able to use. Therefore, a refund of $19.57 was credited to the original payment source.


In addition, the customer was given a promo code for the inconvenience she experienced with this order. This was communicated via email.


Overall, we are pleased to have resolved this issue and look forward to serving the customer again in the future.

2/12/2016 Problems with Product/Service
2/11/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The following email I sent to Raise describes the issue: From: Timothy ****** To: raisemarket Sent: Thursday, January 7, 2016 4:08 PM Subject: R747477183 I bought 3 X $150 gift cards=$450 in gift cards. I was again inconvenienced when I learned that none of them had a balance! Please refund ASAP, Timothy

Desired Settlement: Refund of $382.50 (the amount I paid for the gift cards)

Business Response:

We were able to further review case 11102877 as well as the customer’s Raise account. Overall, we are pleased to have reached a resolution for the customer.


Order R747477183 was placed on September 30, 2015 and contained three ****** Restaurants gift cards. On January 7, the customer emailed our Member Services Team to inquire about the gift cards not having a balance.


On January 9, our Member Services Team replied to the customer letting them know that their order was being sent to our Refund Team for further review. After further review, we were able to submit a full refund to the original payment source.


A follow up email was sent confirming the refund on February 5. We regret that we were unable to resolve this in a quicker manner and we are continuing to provide resources that minimize our response times. We encourage the customer to contact us by phone should they have any other questions or concerns and we look forward to serving them again in the future.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11102877, and find that this resolution is satisfactory to me.

Sincerely,

Timothy ******

2/9/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a ******* gift card in the amount of 500.00 . I went to the webpage to check the balance and register it. The webpage I was on, upon filling out the info, told me they were shut down for maintenance. So I went to the next page in line and typed in the info and got my balance everything was correct. I made a couple purchases and everything worked smoothly . I spent 94 dollars . When I got up this morning and checked my balance I had .68 cents left. There was no explanation of where the money was. There was no transaction no email of a purchase just gone. So I called ******* gift card. They said they could not do anything for some strange reason they said they could not stop payment. They told me I would need to call the place the charge was made. I replied how can I do that I have no idea who its to. The girl then started talking muttered. I said could you repeat that and she told me it was rise.com.. She totally keep reiterating that. I got on my computer and went back to the ******* webpage. Now there was the 405.59 charge to a company called RAISE.Com. Which didn't exist until after talking to support from ******** The charge was there without description until I made contact with Vanilla. I would speculate this is a huge fraud ring being controlled by operators working for these two companies. I have called both companies 3 times each because they keep promising dispute forms and support to return my call and monies. Not one thing have they issued . They will not even email an acknowledgment of contact. Not one thing has either company done but lie to me.

Desired Settlement: I want them to return my 405.59. It is so obvious its fraud. They could see my purchases coming from a computer portal in ***** ****. I guarantee that the 405.59 that was charged to the card came from somewhere else in the country other than ***** ****. Very obvious so there neglect to this matter could only be construed as guiltiness!!

Business Response:

We were able to further review BBB case ******** as well as locate the order in question.


We were made aware of an unauthorized charge on January 30, 2016. The payment used in this transaction was a prepaid **** ******* gift card, which was charged $405.59.


Unfortunately, as this is an issue with the ******* gift card itself, the customer will need to file a dispute with ******* and Raise will be more than happy to work with their fraud team to get this resolved. We apologize for the inconvenience.  

Consumer Response:  
Better Business Bureau:

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

Sincerely,
******* ********

2/8/2016 Delivery Issues | Complaint Details Unavailable
2/1/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a gift card on 12/2/15 in the amount of 12.25 and I have still not received this card. I have tried to contact their customer support several times in the last 3 weeks and have received no replies at all.

Desired Settlement: I want the full amount of my order refunded to my account.

Business Response:

We have received complaint number ******** 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 addressed.


The customer placed an order on Raise.com for a ******** physical gift card on December 2, 2015.  The value of this card was $14.13 for which the customer paid $12.25.  A $10 credit was redeemed, charging $2.25 to the customer’s credit card.  This card would be shipped from the seller and expected to be received within 14 business days.  


Raise Member Services was notified via email on January 1, 2016 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, 2016.  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 **** 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 100 Day Guarantee covers instances of “Gift cards not received within 30 days from the date of purchase,” we have issued a credit of $10 to the customer’s Raise account, and her credit card has been refunded $2.25.


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.

1/31/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased two ******** gift cards for $87 each which were supposed to have a value of $100 each, but when I tried to use the gift cards at ******** the cashier stated that the cards held no value. Raise has a 100 day money back guarantee. I emailed customer support (per the directions on their website) on 12/28/2015 with the order numbers stating the issue and requesting a refund and they have yet to respond other than an automated message saying that they would respond in 2-3 days. I also tried calling customer support and they have not yet returned my call.

Desired Settlement: Refund of purchase price of $200.

Business Response:

After receiving BBB complaint number ********, we were able to review the two orders in question and reach a solution.


Both orders, placed on December 15, 2016, contained one ******** gift card each.  The value of each of these cards was $100, for which the customer paid $87 each.  These cards were shipped directly from the seller via **** and delivered to the customer’s shipping address.


Unfortunately, an activation issue occurred with both of these gift cards.  The customer first notified Raise Member Services through email on December 28, 2015 of the redemption trouble with his two ******** gift cards.


On January 12, 2016, the customer was refunded the purchase price for the two gift cards totaling $174.00.  Although the card balances had been verified before being placed on the marketplace, the handling agent was able to confirm that there was an issue with the gift cards in question.  The Raise 100 day, 100% moneyback guarantee is in place to protect customers, should any issues arise with gift cards purchased on the Raise marketplace.  


We sincerely apologize for the delay in resolution, as well as the initial trouble with the purchased gift cards.  As we continue to grow, we are actively working to bring response time down to an appropriate timeframe.  We would like to urge the customer to give us a call at ************** should there be any issues or questions that need immediate resolution in the future. Overall, we are pleased to have resolved this issue for the customer and look forward to serving him again in the future.

1/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: raise.com order number is *********** I purchased a gift card from raise.com, but it turns out there is no value on the gift card. The webpage said they guaranteed gift card's full value for 100 days, and I bought the gift card 5 weeks ago, but they do not response my request.

Desired Settlement: I want to refund full amount that I paid.

Business Response:

We were able to further review complaint number ******** as well as the customer’s Raise order.

The order ********** was placed on December 10, 2015 and contained one ****** gift card valued at $2,000. On January 12, 2016 the customer called our Member Services Team regarding this gift card. The brand had told him that the gift card could not be used at the store due to a change in ****** policy. The agent then started the refund process for this order. However, due to the high value of the card, it had to be sent to our Refund Team for further review.

Unfortunately, our Refund Team was unable to reach a resolution within the 2-3 business days mentioned in the agent’s email. The customer continued to contact our Member Services Team for updates regarding his refund.

On January 20, 2016, our Refund Team was able to confirm this ****** gift card could not be used as promised and therefore issued a full refund to the customer’s initial payment source.

We sincerely apologize that this issue was not resolved more quickly for the customer and we are actively working to minimize any response time so as to better serve our members. Should the customer have any other questions, we encourage him to contact us at ************ so we can quickly assist him. We look forward to helping in any way we can. 

Consumer Response:
Better Business Bureau:

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

Sincerely,

**** ****

1/26/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a Gift Card for ******* **** ***** from Raise.com on 10/11/2015 valued at $200 for $160. I finally went to use it on 1/10/2016 at the restaurant and it was declined because it had a $0 balance. I called Raise and they refunded me the $160 I paid for the gift card because it fell under the 100-day guarantee,, but I was forced to pay full price for my meal and was embarrassed by the card not going through. I asked the Raise customer service representative why there was a $0 balance and she said it was because of an activation error. However, I went to the *** website and saw that the card had been used on multiple occasions. That means Raise sold my gift card to someone else!!! That means they didn't only lie to me, they in essence stole my gift card. Furthermore, if I hadn't tried using the giftcard this week I would have fell outside the 100-day guarantee and would have not been refunded! What kind of scam is this that Raise.com is running and who else are they doing this to? Now I have to go check all my other giftcards to make sure that Raise hasn't sold them to someone else as well.

Desired Settlement: I not only want my full refund, but an additional $40 I would have saved by the gift card being honored. I also want Raise.com to turn over all transactions dealing with this gift card. I want to be able to see when they sold it. If they sold it after I bought it, that means they stole it from me.

Business Response:

After receiving BBB complaint number ********, we were able to review the order in question.  This order, placed on October 11, 2015, included a ******* **** ***** eGift card with a value of $200.  A total of $160 was charged to the customer’s credit card.


On January 10, 2016, the customer called Raise Member Services from the restaurant, stating that he is unable to redeem his gift card to pay his bill.  Although the $200 balance had been verified before being placed on the marketplace, the handling agent was able to confirm that there was an issue with the gift card’s balance at the time of the call.


The customer was told that this incident would be completely covered by the Raise 100 day 100% moneyback guarantee, and he was refunded the same day for his $160.00 purchase.


Unfortunately, we are unable to offer the customer the additional $40 requested.  As he had paid $160 for this $200 gift card, we cannot refund more than the purchase price.  We sincerely apologize for the confusion regarding the stated issue with this gift card.  While reviewing the details of the card, it initially appeared as though there was an activation issue. However, upon further review our Support team did determine that the card had been used elsewhere. Regardless, either issue would be covered by the 100 Day Guarantee of the purchase price.


As a member to member marketplace , Raise verifies all sellers, buyers, and gift cards to protect the integrity of the marketplace.  The customer is typically not the first person to have access to the gift card number purchased.  A verified seller, someone just like the customer, lists an unwanted gift card at a price of their choosing.  Any gift card may be listed only once on Raise to ensure successful redemption by the buyer.  We can assure the customer that the card was listed once and only sold in his order.  


Should any issue arise with a gift card, Raise steps in to protect the customer and offer a full refund of the purchase price.  Our Seller Support team is notified of any continued issues with a particular seller to take any necessary action.


We sincerely apologize for the trouble the customer experienced with his gift card.   Although we are not able to refund the additional amount requested by the customer, we were happy to offer a refund as well as a complimentary $5 credit to his account for the inconvenience. We would like to consider this issue resolved at this time and hope that the customer finds a refund and complimentary credit a suitable settlement.  We look forward to serving him again in the future.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However, I still question Raise's business practices and hope they will be monitored to insure customers are being treated fairly and protected.  They need to expand their 100-day guarantee for an unlimited time to protect their customers from being scammed.

Sincerely,

**** ********

1/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have tried working this out with them multiple times. they said they would send a new check not once but twice. then they said they would get back to me and it has been over 3 months. i will not be satisfied with this report until the money is paid out. sold a $25 gift card and was told i would receive a check for $20 still has not arrived months later and no response from them since they said they would look into it even after i have sent multiple messages.

Desired Settlement: send me a check and make sure that it actually gets to me and not say "Yeah we sent out two checks" there is clearly some kind of dysfunction with their mailing services.

Business Response:

After receiving complaint number ********* we were able to further review this case and the payment involved.


On August 27, 2015, the customer listed a ****** ****** gift card for sale on the Raise marketplace.  This gift card sold on August 29, and the customer’s earnings were $20.00 for this sale.  To receive payment, a seller must request payment via ******* 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 **** 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 ****** 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 25 that he had yet to receive his check.  In accordance with Raise policy, we must wait 45 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 **** 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 ****** 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 ****** account within 24 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.


1/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a e-gift online (which I was under the impression was e-delivery of a gift certificate. Once I realized that I was not able to use it at the cinema but only online, I immediately sent an e-mail to them requesting a refund. I continued to e-mail them (5 times total) and did not receive a response. I finally gave in and called and was then told that I could not get a refund (I have been trying to get an answer since 12/19 and was advised that I could not get a refund but could resell it and they would take a 15% cut. When I finally gave in, they would not even assist me with getting it up for sale. This is not the right way to do business

Desired Settlement: All I want is a refund. Based on their lack of response and the fact that they wouldn't them just put it up for sale, I believe that I am due a refund. This is only the right way to do business

Business Response:

After receiving complaint number ********* we were able to review the order and offer a solution to the customer.


On December 11th, 2015 the customer placed an order on Raise.com for a ***** Cinemas eGift card.  This is an electronically delivered gift card with a value of $100.00, for which the customer paid $79.95.  The order was completed automatically and delivered to the customer’s Raise account immediately.  


The customer emailed Raise Member Services on December 19th, 2015 to request a refund for this card, as it can be used online only.  The customer was not aware that the gift card purchased would not be a physical card delivered via ****, nor could be printed to use at a theater location.  


She proceeded to send multiple emails, and eventually contacted us by calling in on January 3, 2016.  An agent explained our policy regarding returns, which does not cover “Misinterpretation of gift card delivery method or timing of delivery.”  This guarantee covers the purchase price of a gift card that is either not received or if an issue should arise that would prevent the card from being redeemed.  At this time, we cannot provide refunds for gift cards with a valid balance once delivered to a member’s account.  We would like to sincerely apologize for the delay in response time that we are actively working to bring to a more acceptable timeframe.  


The customer was contacted via email on January 8th, 2016 in order to prevent any confusion regarding online only gift cards in the future.  She was also offered assistance in relisting a gift card on Raise.com.  A credit to her account was also offered to offset the selling fee associated with reselling her card on the site.


While we appreciate the customer’s business, we are unfortunately unable to provide a refund for this ***** Cinemas gift card that she has already been given access to. The customer is welcome to respond to the most recent email sent in order to proceed with relisting her card and crediting her account.   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 guarantee and apologize for any inconvenience.

1/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 8/20/15, I purchased $30 in *** gift cards for $21.49. On 12/24/15, I went to go use said gift cards at a local ***, only to find out that 1 of the cards had $0 remaining and the other had $0.72 remaining. I had never used the cards in that time. I contacted Raise the same day and spoke to *******. She apologized for the situation. She said that it was just outside of their 100 day guarantee, so she said she would put in for a refund. ******* said I should hear from someone within a week. She sent me an email the same day to just confirm our talk. I waited 2 weeks before I responded to the email (1/7/16). A week later, they still hadn't responded to the email I sent, nor had anyone called. I called today (1/14/16) and spoke to *****. He said he would speak to that department immediately and placed me on hold. After about 5 minutes, ***** came back and just said that the department was very busy and that they would get to it when they could. What kind of customer service is that? I asked when I could expect to hear something one way or another, and he could not give me an answer. I feel they have knowingly been selling items that are not valid and are just hoping I will go away.

Desired Settlement: Originally, I would have been fine with just a site credit. However, the way they have handled this makes me never want to do business with them again. I just want my money back. I should not have to wait indefinitely to find out if they even decide to give me a refund.

Business Response:

 

Raise received the customer complaint number ******** and greatly appreciates the opportunity to respond.


 

On August 2, 2015, the customer purchased two *** Theaters eGift cards with a $15.00 value on each card.  The purchase price for each card was $11.31 to which a promotional code was applied.  The customer’s credit card

 

was charged $21.49 for this order.  At this time, the balances had been verified to have their full $15.00 balances.  As Raise is a member to member marketplace, we verify gift card balances at the point of listing and sale to ensure a

 

successful transaction for all of our members.  


 

Raise Member Services received a call from the customer on December 24 in regards to trouble redeeming his *** gift cards.  Unfortunately, the gift cards were now confirmed to have $0 balances.  The customer was notified of

 

the 100 day guarantee that Raise offers on every purchase.  This request would be sent to our gift card support team to determine if a refund could be offered, as the date of purchase falls outside of our 100 day policy.


 

Regrettably, our team was unable to update the customer within the initially stated 3-5 business days.  We sincerely apologize that the customer was not notified that our team would be taking longer than anticipated to resolve this

 

issue.


 

On January 15, 2016, our team was able to refund the customer’s credit card $21.49 outside of our policy.  His Raise account was also credited $5 for the inconvenience he had experienced.


 

Raise sincerely regrets any inconvenience this issue may have caused.  In order to ensure the best possible customer experience, we are expanding our team as Raise grows.  Considering this issue resolved, we ask the customer

 

to please feel free to contact us directly at ************** if he should have any additional questions or concerns in this matter.


Consumer Response:  
Better Business Bureau:

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

Sincerely,

****** ****

1/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased gift cards for a spa day. Went to the spa and decided on services based on the amount of gift cards i had from RAISE ($250). Two days later I get a call from the Spa telling me that the gift cards were invalid and that they spoke with RAISE and RAISE admitted to them that they sold me invalid giftcards. Now i have to oay the spa the $250 and I have to fight to get my money from RAISE. RAISE did say that they would refund me the money I spent on the giftcards, but as i stated i selected services based on the amount of giftcards I had, services I would not have otherwise received. Now I am left holding the bag for them selling gift cards that they knew were invalid. In my book, that is FRAUD.

Desired Settlement: I would like to be refunded the full $250. I understand their return policy, but this is an issue that they knew about when they sold them to me. Therefore, I feel that they fraudulently sold them to me and should have to cover the face value since my decision was based on that I believed to be what I had on had.

Business Response:

We were able to review complaint #******** and determine an appropriate solution.


On November 15, 2015, the customer placed an order for five *** **** gift cards.  Each of these cards had a value of $50 with a price of $37.50.  With an additional discount of $9.38, the customer paid a total of 178.12 for cards totaling a $250 value.  These cards were shipped to the buyer via **** directly from the seller.


The customer contacted Raise Member Services on January 12, 2016 through the chat function located on the Raise website.  The customer explained that she was contacted by the spa she had recently visited in regards to the gift cards used for payment.  The spa informed her that the gift cards were now showing invalid.  A refund was requested for the total value of the cards in order to reimburse the spa as well.  The handling agent explained the Raise return policy, which states a 100% money-back guarantee for the purchase price of an order, should there be an issue with the gift cards.


Although we were not able to refund the full value requested by the customer, we were happy to offer a refund of her purchase price, as well as a complimentary $20 credit to her Raise account.  A refund to her credit card on January 19 was completed for a total amount of $178.12.


We sincerely apologize for the trouble the customer experienced after her spa visit. Our gift card support team is actively looking into whether or not these gift cards expired to ensure that proper action is taken. We are sorry to hear that the brand did not realize the error in a timely fashion and going forward we will continue to verify the nature of each gift card.  We would like to consider this issue resolved at this time and hope that the customer finds a refund and complimentary credit that total a $198.12 compensation an appropriate settlement.  We look forward to serving her again in the future.

Consumer Response:  
Complaint: ********

I am rejecting this response because: the gift cards I purchased clearly state " no expiration date". So again you are selling invalid or fraudulent items.  How can you look into something to see if it expired if it states no expiration. To me it sound like you have no clue what's going on.  Again, because you cannot operate your business effectively I am out money. I could have purchased other gift cards at a discount from the establishment itself but always had good luck with raise in the past.  Great customer service.  Apparently all that matters is the bottomline. 

Sincerely,

****** *****

1/21/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order in November for a **** Gift Card for $88.34 which never arrived: Order Date: November 28, 2015 Order #: ********** Shipment Date: November 30, 2015 I placed 2 calls and sent 2 emails to the business. I've been twice told that a refund is coming. They did not respond to any of my emails and I have yet to receive my refund.

Desired Settlement: Please refund $88.54.

Business Response:

After receiving BBB complaint number ********, 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 **** physical gift card with a value of $100.  The total charged to the customer’s credit card was $88.34.  Sellers of physical cards are allowed three business days to ship a card, and the buyer should receive physical cards delivered by **** within 14 business days.  Should a gift card’s tracking number show information that it has been scanned into the **** mailstream, we allow 30 days before considering a gift card lost in the mail.


The customer first contacted Raise Member Services on December 28 to inform our team that he had not received his **** gift card.  The handling agent was able to confirm that the tracking information had not updated, and in accordance with the 30 day policy, we were able to refund the purchase price of this order.


On January 20, 2015, the customer was refunded $88.34 and offered a $5 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.

Consumer Response:
Better Business Bureau:

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

Sincerely,

***** ******

1/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased physical gift card from raise.com. Never received one the cards. Contacted customer services. No response. One of the responses was to get refund after 30 days. But still no response or no refund.

Desired Settlement: Refund my money

Business Response:

After receiving BBB complaint ********* we were able to review order number ********** and provide a resolution for the customer.


On November 14th, 2015, the customer placed an order on Raise.com for seven **** * ******* ******** gift cards.  These gift cards were shipped via **** directly by seven individual sellers.  The gift card in question had a value of $76.71 for which the customer paid $59.22 with a credit card.


As stated during checkout and throughout the Raise website, physical gift cards should be delivered in 3-14 business days.  Should tracking information be available for a delivery, the order is covered by our 100-Day Guarantee if the card is not received within 30 days from the date of purchase.  In these cases, we ask that the customer reaches out to us to inform us that they did not receive their order in the mail after the 30 days.


The customer emailed Raise Member Services numerous times in regards to the card he had not yet received, starting on November 20th.  We were able to confirm that the seller of this specific card has shipped the card, and was enroute to the customer.  On November 29th, the customer was informed of our 30 day policy. This policy is in place to ensure that the card has enough time to be returned to our office if it was unable to be delivered by *****  The gift card would be refunded on December 14th if it had not reached the customer by that day.  


The customer followed up with Raise Member Services via email on December 26th, requesting a refund for the gift card that was not received.  Regrettably, our Member Services Team was unable to respond in a timely fashion.


The customer was contacted by an agent on January 4th, 2016 regarding his refund for the **** * ******* gift card.   At this time we were able to determine that the gift card had been lost in the mail.  The credit card originally charged for this order was refunded the full purchase price of $59.22 for the gift card.  As this issue is completely covered by the Raise 100 Day Guarantee, we were happy to provide a solution for a card not received within 30 days.


We understand that it is not acceptable for a customer to wait weeks to be refunded after the required 30 days for a gift card lost in the mail.  We are actively working to bring our response time back down to standards found more acceptable. We apologize for the inconvenience and would like to encourage the customer to give us a call at ************** should there be any issues or questions that need immediate resolution in the future. Overall, we are pleased to have resolved this issue for the customer and look forward to serving him again in the future.

1/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a $50.00 ********** gift card from Raise.com. I recently went to a ********** restaurant to use the card and found out that the card balance was $25.00. I emailed customer service 9 different times. I still have these emails with responses to my problem. Customer service basically said yes they probably sent the wrong gift card to me. But after many emails which has been over a month of going back and forth, they said they would look into the issue. Nothing has been resolved after all this time.

Desired Settlement: I just want to return the gift card and get a refund of the $42.50 I paid for the card, less the $6.48 that I spent using the card at a ********** restaurant

Business Response:

We were able to further review complaint number ******** and the order involved to offer the customer a resolution.


On June 6, 2015, the customer placed an order for three physical $50 ********** gift cards for which he paid a total of $121.12.  The $50 gift card in question was sold for $42.50.  These cards would be shipped to him via USPS directly from the seller.  The customer emailed Raise Member Services on December 15 in regards to one of the cards containing a value of $25 rather than $50.  We were able to confirm that this card was intended for another customer.  Due to this shipping error, the customer that paid for a $25 gift card may have received the complainant’s $50 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 100 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 $25 card, we were able to offer the customer a partial refund of $21.25 to the credit card used.  This amount is based on the original 15% discount at which the $50 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 888-­578­-8422 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.

Consumer Response:
Better Business Bureau:

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

Sincerely,

*** ********

1/15/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Last saturday night (12/12/15), I sent the following message to Raise.com: "On 12/4/15 I bought a **** * **** ***** eGift Card worth $100, Order #**********. On the same day I placed an order at **** in the amount of $43.96 using the gift card, which was supposed to leave $56.04. Today I tried to place an order to use up the rest of my card on Christmas gifts since it's the last day of their sale and the card wouldn't work. I checked the balance and it's coming up $0. I only used it the one time. Please send me a card that works or a refund for $56.04" I have not heard back from them, there has been no refund, and the gift card still says $0 when checking the balance. I've heard of these sort of things happening at other gift card sites such as ******** and ******** but not raise. And given my past successful transactions with raise I've always recommended them to others but now I'm not so confident in their service. Mistakes happen, but they seem to be taking quite a while to respond to my issue.

Desired Settlement: As mentioned in previous contact and above, I would like the credit of $56.04 be restored to the **** *** **** ***** card that I purchased from Raise or refund to my credit card in the amount of $56.04

Business Response:

After receiving BBB complaint ********* we were able to review the Raise account and order in question.

The customer placed order ********** on 12/4/2015 and contacted us on 12/12 after they encountered the issue with their **** * **** ***** gift card. Regrettably, our Member Services Team was unable to respond in a timely fashion.

Because she was able to use $43.96, we submitted an adjusted refund based on the discount at which she purchased this $100 card. A refund for $49.88 was credited back to the customer’s original payment source on 12/29/2015. In addition, a $10 credit was added to her Raise account for the inconvenience.

We understand that it is unacceptable to have to wait weeks to receive a response to a support ticket and we are currently working to bring our response time back to a level we find acceptable. We apologize for the inconvenience and encourage the customer to give us a call should she have any further questions or concerns. 

1/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased 2 ****** gift card around 75 dollars from raise.com on 01/30/2015. The order number is *********** However, I found the gift cards are invalid on ********** So I contacted with Raise.com custom support on 12/24/2015 for refund. They said that they will cotact with me with 5 days. But they never contact with me for more than 10 days.

Desired Settlement: completely refund

Business Response:

After receiving complaint number ********* we were able to review the order in question and offer a solution to the customer.


On January 30th, the customer placed an order for one ****** ****** eGift card and two ****** eGift cards.  The customer contacted Raise Member Services via phone on December 24th in regards to the two ****** cards that she was not able to redeem.  Although these gift cards are well outside the Raise 100 day guarantee, the customer was told that our gift card support team would review this refund request.  An update from our support team is typically sent within three to five business days.  We sincerely apologize that our team was not able to find a resolution within the timeframe promised.


On January 11, 2016, the customer was notified that we were able to provide a courtesy refund of $54.14 for these two ****** eGift cards.  We also informed her of the Raise guarantee that is in place to protect buyers, should they have an issue redeeming a gift card purchased from Raise for 100 days from the purchase date.


We would like to offer a sincere apology for the trouble with these cards, as well as the length of time it took to resolve this issue.  We are currently working to bring our response time back to a level we find reasonable.  As we were able to refund the customer for these gift cards outside of policy, we are happy to consider this issue resolved.  We look forward to serving her again in the future.


Consumer Response:
Better Business Bureau:

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

Sincerely,

**** ****

1/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On November 25th I asked to be refunded immediately after I had accodently purchased a gift card and the first email I recieved from this company said I will get a response in 2-3 days. I finally get a response on December 14. Thats 20 days! They said they couldnt refund me because the order had been processed

Desired Settlement: All I want is a refund

Business Response:

In response to BBB Complaint number ********, we were able to further review the Raise account and order in question.

The customer placed her order (*********** on 11/26. The order contained a $50 ************** gift card and after a promo code, the order total was $6.95. This order was processed automatically and delivered within 3 minutes. The customer did email our Member Services Team about returning her gift card. Regrettably, the customer did not receive a response in a timely manner.

However, as stated on our website, our return policy does not cover buyer’s remorse or change of mind. This means we cannot refund or return a valid gift card once the order has been processed and the customer has been given access to the card’s information. This was explained to the customer in an email from a Member Services agent. The agent also offered a promo code for the inconvenience.

If the customer no longer wants the card, we encourage them to sell it on the marketplace and we will gladly offset commission costs with Raise credit. A $10 credit has been added to the customer’s account and is available now for use. Because she used a $10 off promo code for this order originally, the customer would actually make a profit by reselling this gift card.

We sincerely apologize for the misunderstanding and the lack of communication after the initial support ticket was submitted. We are constantly working to grow our support staff to return our response times to a level we find appropriate. 

Business Response:

After reviewing the customer’s response in regards to complaint number ******** and the correct order in question, it appears that a similar resolution is warranted.


As an order number was not provided with the customer’s initial complaint, we had reviewed the account with the email address provided (*******  Our initial response was regarding an order for a ************** eGift card.  It appears that the customer had created an additional account using her ***** email address to place the order **********.  In accordance with Raise policy, each user is limited to one Raise account.  


The order in question was placed on November 25th for an *** ***y eGift card with a value of $25.00 and a price of $24.98.  The customer applied her $5 reward and her credit card was charged the remaining $19.98.  This order was processed immediately and delivered to the customer’s Raise account associated with her ***** email address.  


Shortly after, the member emailed Raise Member Services stating that the order was placed by accident, and she would like it refunded.  An agent responded to this support ticket on December 14th to explain that the order had already been processed and we are unable to cancel or provide a refund. At this time, we cannot provide refunds for gift cards with a valid balance once delivered to a member’s account.  We would like to sincerely apologize for the delay in response time that we are actively working to bring to a more acceptable timeframe.  


Within the email communication between the agent and the customer, the customer was also offered a complimentary promotional code to use towards her next order.


The Raise return policy specifically states that “Buyer’s remorse or change of mind” is not covered. This guarantee will protect a buyer’s purchase price should an issue arise with the redemption of any gift cards purchased from Raise.


While we appreciate the customer’s business, we are unfortunately unable to provide a refund for this *** **** gift card that she has already been given access to.  We will continue ensure that policy is adhered to and properly communicated.  We feel that this issue has been resolved in accordance with policy.  Taking into account the $10 credit that has been added to the customer’s account, the $5 complimentary promotional code offered,  the $5 reward redeemed, and the $10 promotional code used, we feel that the customer has been generously compensated for this issue.  


We apologize for any inconvenience and welcome the customer to redeem her credit and promotional code on Raise.com.  We look forward to serving her in the future.


Consumer Response:
Complaint: ********

I am rejecting this response because: I dont feel I should be penalized because I accidently hit purchase. I do not have "buyers remorse" because the purchase was an ACCIDENT! I dont want a coupon or promo or credit. All I want is the money I paid put back into my account.

Sincerely,

**** ******

1/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a $10 gift card to ****** ***** on 11/27/15 gift card #6006 4916 1046 5608 went to use it at ****** ***** and cashier said there was no balance on it. Contacted Raise on 11/29/15 support ticket #****** and still have yet to receive a response about this matter.

Desired Settlement: Would like to get a new card with the amount $10 on it.

Business Response:

After receiving complaint number ********* we were able to further review this case and the order involved.


The customer placed an order through the Raise iOS mobile application on November 27th for two ****** ***** eGift cards.  The gift card in question had a value of $10 at the time of purchase and a price of $8.56.  A “Reward” of $5 and a $10 promotional code were applied towards this order, making the total charged to the credit card $2.12.  


The customer emailed Raise Member Services on November 29th to inform us that she had tried to redeem this ****** ***** gift card, and was unsuccessful.


The customer again emailed on December 3rd, asking for a resolution to her issue.  We sincerely apologize for this delay and encourage that members call our Member Services Department for a quick resolution as we work to minimize our response time for email support.


After reviewing the transaction history of this card, it was determined that the ****** gift card had been used at a location by someone other than Ms. ******.  As this issue is completely covered by the Raise 100 Day Guarantee, we were happy to provide a solution.  


Although we were unfortunately not able to offer the customer a replacement gift card at that time, a refund of $1.06 was issued on December 30th to the customer’s credit card.  The credit of $10.00 has also been added to the customer’s Raise account to use towards an order in the future.  The customer was notified via email once this refund was completed.


We would like to offer a sincere apology for the trouble with this card, as well as the length of time it took to resolve this issue.  A customer should not have to wait several weeks for a response from our team.  We are currently working to bring our response time back to a level we find more reasonable. We would like to encourage the customer to give us a call at ************** should there be any issues or questions that need immediate resolution in the future. Overall we are pleased to have resolved this issue for the customer and look forward to serving her again in the future.


1/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a yogurt land giftcard on Raise.com on 10/27/2015. After using the giftcard for the first time (I spent only less than $20, can't remember the exact amount), the second time when I went to the store and tried to redeem the card again, I was told that the card was suspended and I was not able to use it. I sent an email to raise.com to ask for a solution, I never got a reply. I also called the customer service number but my call was never returned. I would like to get a refund on the difference.

Desired Settlement: Refund on the difference.

Business Response:

We were able to further review BBB complaint number ******** filed by ***** ****** as well as the order in question. The order ********** contained a $100.00 ********** gift card for which the customer paid $85.00.


*** ***** completed an order for a ********** gift card on October 27th for which she was charged $85.00.  ***** Member Services was contacted via email on November 30th, when the customer notified us that after using a small portion of this $100 card, ********** informed her that the remaining balance of the card was suspended and she would not be able to redeem the card.  The company suggested that she contact ****** as the gift card was not purchased directly through their company.


Regrettably, ***** was unable to respond to this customer’s request in a more acceptable timeframe.  We sincerely apologize for this delay and encourage that any urgent issues are relayed via phone.


Because she was able to use a partial amount of this gift card, we submitted an adjusted refund based on the discount at which she purchased this $100 card.  The customer initially claimed to use about $15, and a refund of $72.25 was credited back to the customer’s original payment source on 12/31/2015. In addition, a $5 promotional code towards an order in the future was offered for the inconvenience.


Our gift card support team will continue to review this gift card with ********** to conclude what the exact issue was, as well as to prevent these issues in the future.


We understand that it is not at all acceptable for a customer to wait weeks to receive a response to a support ticket and we are currently working to bring our response time back to a level we find more appropriate. We apologize for the inconvenience and encourage the customer to give us a call should there be any issues or questions that need immediate resolution in the future.

1/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased 2 $100.00 See's Candy gift cards...each card cost $86.00 from Raise. Used the first card with no problem; however, when buying Christmas gifts with the 2nd card at See's...there was a "0" dollar balance. I sent all the information to Raise by email on 12/18/15...with a picture of the card and number and the receipt from the See's cashier. I tried calling, but I was number 41 one in line...and wasn't going to waste more of my time with their problem. I received an email back from a Raise stating they would get back to me in 48-72 hours...well it has been over two weeks...and still haven't heard from them. They gave me this reference number: Support Ticket #448894.

Desired Settlement: Lower their rating of their company as it is evident they do follow their own policies nor follow through with promised communication.

Business Response:

At this time, we are unfortunately unable to continue reviewing complaint number 11024848.  


We sincerely apologize that the customer was not able to receive a response in a timeframe that we find acceptable.  We are actively working to ensure that all customers are served in a timely fashion.


On January 8th, 2016, the customer filed a dispute for Order ********** with his financial institution. Due to this dispute, we will no longer be able to provide a refund for this order.  The customer’s refund will now be processed and provided by his credit card company.  We would like to suggest that if the customer should have any more questions regarding his refund, to please contact his credit card company for further support or information.  


We would like to encourage the customer to give us a call at 888-­578­-8422 should there be any issues or questions that need immediate resolution in the future.

We apologize for the inconvenience this may have caused.

Consumer Response:
Complaint: 11024848

I am rejecting this response because: Raise never got back to within their promised 48-72 hours on Deceber 18th; today, January 8, 2016...over two weeks later I received an email from them stating they are sorry for taking so long...and then saying that they cannot give me a refund because I filed a report with my credit card company! No kidding...then they say they hope I use them again...are they serious...wolf in sheep clothing!  Lower their BBB rating...they are not worthy of a BBB A rating!  

Sincerely, 

Timothy *******

1/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased $425 worth of gift cards for $348.50 to Jos A Bank. I placed an order at Jos A Bank using the gift cards purchased from Raise. A few days later I received an email from Jos A Bank stating that the address linked to the cards does not match. Keep in mind I only used the gift cards from Raise, no other credit cards were used. So these gift cards must have been a promotional gift card or merchandise gift card to be solely used for the intended person that received them. I messaged Raise about the issue and provided the email stating that my address was not valid and they refuse to refund me. I cannot use the gift cards as I am not the intended person, these are linked to someone in specific. They still show a dollar amount on the cards but I cannot use them. Tried to place 2 orders and both were cancelled for address on card. This is a pretty terrible way to treat your customers, if there is an issue with the gift cards you are providing you should refund the person. They told me I could relist the cards on their website to try and recoup some of my money. What a joke!

Desired Settlement: Refund the money that is owed to me, you sold me gift cards that I cannot use as they are linked to another individual.

Business Response:

We were able to further review complaint 10997097 and the Raise account in question. The customer placed order R370695256 on 12/9 for six Jos. A. Bank gift cards.

The member then used our chat feature to contact our Member Services department who was able to look into these gift cards further. The message sent from Jos. A. Banks to our customer stated there was an issue with his billing address and this was why his order with them was canceled. Our team then reached out to Jos. A. Bank to confirm these gift cards were not tied to another account in any way.

At this point, we explained to the customer that the issue lies with Jos. A. Bank rather than Raise as their system was unable to process his order. We were made aware that the day prior, the retailer had experienced an issue with its order processing system and this could have effected the customer’s ability to place an order with them.

All six cards were confirmed to hold valid balances and were able to be used in a test order by our Member Services Team. For this reason, we were unable to issue a refund.

The customer made us aware that he intended to file a dispute with his credit card company because we were unable to refund him. Unfortunately, we must place a hold on a customer’s account during the time the dispute is open. He was made aware that his account would be put on hold and he would be unable to place any other orders with Raise during the time of the dispute.

 We regret that we were not able to provide the exact results the customer wanted, but unfortunately this order does not meet the requirements of our return policy. We sincerely apologize for the inconvenience. 

Consumer Response:  
Complaint: 10997097

I am rejecting this response as the gift cards are not able to be used, as I already stated, yes they show a value, but no, I am not able to use them.  I tried to place 2 orders and had the same issue both times.  Raise is trying to avoid refunding a faulty gift card and placing the blame on Jos A Bank and in turn losing out on a customer.

Sincerely,

Glenn

Business Response:

At this time, we are unfortunately unable to continue reviewing complaint number 10997097.


On January 4th, 2016, the customer filed a dispute for Order R370695256 with his financial institution. Due to this dispute, we will no longer be able to provide a refund for this order.  The customer’s refund will now be processed and provided by his credit card company.  We would like to suggest that if the customer should have any more questions regarding his refund, to please contact his credit card company for further support or information.


We apologize for the inconvenience this may have caused.

Consumer Response:  
Complaint: 10997097

I am rejecting this response because: I was forced to dispute the transaction with my credit card company as Raise would not refund my order.  Buyers beware, raise will gladly take your money, then proceed to send you gift cards that you cannot use and refuse to refund you.

Sincerely,

Glenn

1/7/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I attempted to purchase a gift card through Raise online website. They charged my credit card and then sent me an email that said I needed to contact them to verify my identity. I called and the lady proceeded to ask me my name, date of birth, social security number, and previous addresses that I had lived at. I got the impression that they were fishing for personal information. I was wanting to make a purchase, not apply for a loan. This is truly an invasion of privacy to make a purchase.

Desired Settlement: The company to no longer solicit this personal information from customers to only make a purchase.

Business Response:

We were able to further review BBB complaint number 11018641 filed by the customer in order to offer an explanation of our verification process.


The customer placed on order ***********) at 12:18 PM CST on December 30th, 2015 for two Walmart electronic gift cards with an order total of $241.00.  She was notified via email eight minutes later that in order to complete her order and have the gift cards electronically delivered to her account, our Processing Team would need her to call in for further verification.


Shortly after, the customer phoned in and spoke to a processing agent.  As a standard procedure, the first-time customer was asked selected questions that are generated from public domain information.  This information is kept secure and is used strictly to verify the information of the customer, as well as protect the integrity of the Raise marketplace.


As a member to member marketplace, the security of our users’ information is of utmost importance. For this reason, our verification process is used to ensure high value orders are indeed placed by the member. Raise will use commercially reasonable efforts to limit access to your personal information to employees, agents, and officers of Raise, and only provide what is required to perform their job duties.  When the customer was asked to confirm the last four digits of her social security number, the agent was not allowed access to her full number, only the last four.


As stated by the Terms & Conditions: “Raise reserves the right, but has no obligation, to verify your information through whatever means it may deem reasonable.”


We respect a customer’s decision to refuse completion of the verification process and wish to let the customer know that we sincerely apologize that we could not process her order.  At the customer’s request, her account has been closed. As previously stated, the verification process is used to protect the integrity of the member and the marketplace. We would be happy to serve this member in the future, as she is more than welcome to open a new account at any time.  We apologize for the inconvenience.


Consumer Response:


Complaint: 11018641

I am rejecting this response because: 

I, as a consumer, am purchasing a product from you, as a business establishment.  I cannot understand why you are accessing a consumer's personal information. I am fortunate to know that you accessing this personal information should be on a need to know basis, in the event of a loan or a line of credit, neither of which I was requesting from your business establishment.  I go to the store or order items online, never have they asked me to verify my name, date of birth, social security number, and previous addresses in which I have lived. It appears as though you were fishing for personal information to run a credit report on me or to gain access into my credit history. 

If this is your policy, then so be it, but I encourage anyone who reads this complaint to be aware that with all the personal identity theft occurring, this type of information should not be required from a reprobable business establishment to purchase a single item.


Sincerely,

Autumne *****

1/7/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Bought a gift card from them and received a gift card with $0 balance. After talking to customer service I was told it would be investigated and they would respond within 3-5 business days. 14 days and 3 unresponsive emails later I am still out my money.

Desired Settlement: Refund my money.

Business Response:

After receiving BBB complaint 11015731, we were able to review the Raise account and order in question.


The customer placed an order (R881450369) on December 14th, 2015 for two ebay eGift cards.  The card in question had a value of $500 for which the customer paid $493.25.  Raise Member Services was contacted via email and phone that same day after the customer had unfortunately encountered an issue placing an order on ebay.com with the aformentioned gift card.


The agent that spoke with the customer informed him that he would receive a refund once our gift card support team was able to look further into the issue with the card, as it was showing a valid balance of $500.  Higher value cards require further investigation, and this was a situation that warranted that process in order to refund the customer.  This should typically require 3-5 business days to resolve.


Regrettably, our support team was unable to provide a resolution within that timeframe.  The customer emailed for an update on December 21st and 22nd, but did not receive a prompt response.  We apologize that this was not dealt with within our typical time allotment, and are working to ensure resolutions within the time promised.


The full purchase price of $493.25 was refunded to the member’s credit card on January 6th, 2016.  A complimentary credit of $10 was also added to the member’s Raise account for use towards a future order; should he choose to shop with Raise again.


As our team indicated a resolution would be offered within 3-5 business days, 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 initial trouble with the purchased gift card.  We would like to consider this issue resolved and hope that the customer finds a refund and complimentary credit a suitable settlement.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11015731, and find that this resolution is satisfactory to me.

Sincerely,

Robert ******

1/5/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On Nov 28 2015 I ordered a $200.00 ***** gift card from raise.com. On Dec 6 2015 I attempted to use the gift card at the ***** store and the card was rejected. Several ***** employees attempted to redeem it to no avail. I ended up making my purchase with a credit card. That same evening I contacted the company via email requesting a refund. I received no reply. I sent a follow up email 3 days later, then another one 6 days later. It has now been 15 days since I first contacted them and they have completely ignored my requests. I always pay my credit card bills in full and need this refund as soon as possible. I can provide the receipt, all email communications and the e-card itself if needed.

Desired Settlement: I was sold an invalid gift card and just want my money back.

Business Response:

After receiving BBB complaint ********, we were able to review the Raise account and order in question, and provide a resolution to the customer.


The customer, Mr. ***** D. *****, placed an order on the Raise website at 1:14 PM CST on November 28th, 2015.  This order was placed on an account in ****** ********* name.  This order contained a $200.00 ***** eGift card which allowed for a voucher that could be used online as well as in an ***** store.  The customer paid $198.90 for this $200.00 gift card.


On December 6th, 2015, Mr. ***** emailed Raise Member Services regarding the issue with this gift card.  He claimed that when at the ***** store, multiple employees entered the gift card number for redemption towards his purchase, and concluded that the gift card number and/or PIN were incorrect.  Mr. ***** proceeded with this purchase, using his personal credit card.


Mr. ***** emailed Raise again on December 9th inquiring about his refund.  The final attempt to contact us was also via email on December 12th, 2015.  Unfortunately, our Member Services team was unable to handle this issue in a more acceptable timeframe.


On December 29th, our team submitted a refund for the full purchase price of $198.90 to the customer’s ******** credit card.  He was then immediately notified and offered apology for the trouble, as well as delay in response.


We sincerely apologize for the inconvenience this issue has caused the customer.  Our team is actively working to ensure Mr. *****, as well as every customer of Raise, receives the attention and response they deserve in a more timely manner.


Consumer Response:
Better Business Bureau:

I requested a refund on December 6 and received a full refund on December 30. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *****

1/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a purchase of 5 gift certificates from Raise.com on 11/14/15. 3 **** ***** Gift Certificates valued at $100/each, an ******* gift card valued at $97.12, and a *** gift card valued at $62.04. The **** ***** gift certificates were electronic so they were fine. The ******* card was only valued at $91.02 and I never received the *** gift card. I only found out about the value of the ******* gift card recently but I have been complaining about not having received my *** gift card multiple times and they do not even reply aside from a one time automated email.

Desired Settlement: I would like to receive a refund of the difference of the ******* card value and the expected value I was supposed to receive as well as the value of the *** gift card that I never received. Total $68.14

Business Response:

We were able to further review BBB complaint ******** and the order in question ***********). This order was placed on 11/14/15 and contained multiple gift cards as the customer initially stated.

The customer did send multiple emails to our support email regarding his *** card. The gift card was not delivered within the 3-14 business days specified in our shipping policy. On 12/17/15, one of our Member Services agents wrote back to the customer confirming a refund for the *** card that he did not receive. At this point, $54.53 was refunded to his original payment method.

Unfortunately, were unaware of the balance discrepancy with the ******* gift card until reading the customer’s complaint. We have now submitted a partial refund for the balance that was missing from the ******* gift card. An email confirmation for this refund was sent on 12/22.

We apologize that this matter was not handled in a timely manner and we are actively working to add support staff to ensure that each request is addressed quickly and efficiently. 

1/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a gift card for my daughter from Raise for **********. Luckily I decided to try and use the card to purchase her clothes instead of putting it under the tree like I was going to. When I tried to use the card it would not work. I called and Raise informed me there was a zero balance. The card I purchased had nothing on it. I was told I am getting a refund still waiting on it. I have seen numerous complaints of people buying gift cards from Raise only to find they have a zero balance. I am sure like myself other parents are purchasing gift cards from Raise for the kids and loved ones. How many of those cards have a zero balance? If you can't deliver gift cards do not sell them. This is a horrible business

Desired Settlement: Actually sell Legitmate gift cards instead of zero balance cards.

Business Response:

We were able to further review *** ********* complaint and locate her Raise order in question ************* We're sorry to hear the *********** gift card purchased by *** ******* was unable to be used. 

Because Raise is a secondhand marketplace for gift cards, we understand there are inherent risks. To combat these risks, we verify each card before they are listed for sale on the marketplace. Unfortunately, issues can arise after an order is processed. This is why we protect each Raise purchase with our 100 Day Guarantee. 

*** ******* called into our Member Services support line on 12/12 to inform us that her *********** gift card did not work when she tried to use it. Our agent confirmed that there was indeed an issue with the gift card and promptly refunded *** ******* to her original form of payment per our guarantee. In addition, $10 was credited to her account for the promo code that was used on her purchase. 

We sincerely apologize for the inconvenience *** ******* has encountered, but Raise has done our due diligence to ensure that she is refunded and credited as necessary. As a growing company, we are actively adding support staff dedicated to verifying gift cards and assisting our members with any issues that do arise. 

1/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On December 13 I downloaded the Raise app on my phone. Through various websites it showed promotions for Raise.com with a code but people were saying that it only worked for some people. So I added a gift card and put in the code. Instead of hitting apply code I hit purchase. I immediately contacted ********* to try and stop it. It took 4 emails and 10 days to get a response! Just for them to tell me that since my card payment has already been processed they won't refund me. If they didn't take so long to respond, this wouldn't have happened. They claim to have a 100 day gaurantee. How can they gaurantee something if they are also telling me no?

Desired Settlement: 15.48 refund back to my credit card.

Business Response:

After receiving BBB complaint ********* we were able to review the Raise account and order in question, and provide a resolution to the customer.


On December 14th, 2015, the customer, ****** ****** submitted an order on the ******* version of the Raise mobile application.  This order was placed at 1:01 AM CST and was automatically completed less than a minute later, then delivered to the customer's Raise account.  This order was for a ****** eGift card with a value of $16.13.  The listed price of this card was $15.48, but with an additional $5 discount with a “Reward” applied.  The ending cost of $10.48 was charged to the customer’s **** credit card.


*** ***** contacted Raise Member Services via email on December 14th, claiming that she had purchased this gift card through the mobile application accidentally.  The customer was attempting to apply a promotional code, but had inadvertently submitted the order instead of applying the discount code first.


The customer emailed once again on December 18th, frustrated with the time it was taking to receive a response from our team.  An agent responded to her request on December 22nd in hopes of resolving her issue.  *** ***** responded several hours later with the promotional code that she had failed to apply to her order.  Unfortunately, this promotional code never would have applied to the order in question, as it had recently expired.  The order also did not meet the minimum requirements, which was a $15 order total, for this expired promotional code.  We apologize for any technical issues the member had while using her ******* app to place this order, as well as the delay in response.  


*** ***** was informed of other promotional codes that are still valid, but demanded a refund instead.  Regrettably, this situation would not warrant a refund under the Raise 100 Day Guarantee.  This 100% money-back guarantee protects customers that are unable to use a gift card because of specific issues with the gift card itself, and states that “Neglecting to apply a promotional code before a purchase” would not be covered.


The customer was also informed that a Raise agent would gladly guide her through relisting the gift card on her account to recoup the amount spent, as well as profit from the $5 Reward that had applied to her order.  The fee for selling a gift card would have also been offset by adding credit to her Raise account for an order in the future.  The customer refused and continued to demand a refund.


As a courtesy, Raise permitted the return of this ****** gift card and offer a full refund to the customer.  At this time, $10.48 was refunded to the member’s original payment source.  The $5 reward that had been applied to this order was also credited back to the customer’s Raise account to be used on an order in the future, should the customer choose to place another.  We apologize for the inconvenience this may have caused, but overall we believe we have met this member’s needs.




Consumer Response:
Better Business Bureau:

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

Sincerely,

****** *****

12/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was looking at at the raise.com website and debating on buying a gift card. I set my phone down and my 4 year old starting pushing buttons. SHE purchased the gift card and my credit card info was on file to purchase it. I contacted them within 2 minutes of this happening. They refuse to disregard the unauthorized purchase. Also, their email says they will reply 2-3 days. It took 2 weeks to get a reply.

Desired Settlement: They reverse the charge on my ******** card. I DID NOT AUTHORIZE IT.

Business Response:

After receiving BBB complaint number ********, we were able to further review the Raise account and order in question.

Order number ********** containing an *********** Kids gift card was placed at 4:54 p.m. on 11/24, then processed and delivered automatically. The customer did send an email asking to cancel the order because their child was playing with the phone.

Per our policy, the Member Services agent informed the customer that we are unable to refund for a valid card once it has been delivered and the customer has access to the card’s information. As a one-time courtesy, we will be refunding the customer for this card and re-listing it on their behalf. Unfortunately, we will not be able to provide the same courtesy in the future.

We apologize for the amount of time it has taken to fully resolve this matter and we would like to assure the customer that we are working to ensure our response times decrease significantly. 

Consumer Response:  
Better Business Bureau:

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

Sincerely,

******* *******

12/30/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On 12/1 I had a promo code to use for $10 off $25 on their app. I added a card to my cart proceeded to check out. They already had my debit card on file because of a previous purchase. I added the promo code to my order (*******) and after putting that in it immediately submitted my order. Not only did it immediately process the order it didn't take off the promo code. I never hit submit order, I never got past the promo code line. I called right away, they were closed. So I sent an email. I called as soon as I could the folowing day. 70 people on hold and I waited 30 minutes to speak to someone who told me that don't cover buyers remorse and they don't offer refunds. I explained once again what happened, in the meantime I read their reviews on the APP store and this occurs frequently to people.After too long on the phone the girl told me they'll relist it at no charge to me, once it sold I would get a refund. This was my only option to get my money back which is ridiculous considering I'm not even sure what they were doing is legal. The girl assured me it would sell fast and if it didn't sell in a week, she'd submit it to a manager for a special case refund. It's day 9 they have my money. The girl hasn't replied to my emails. I called again Thursday. On hold 45 minutes. New girl told me it was listed. I checked their app and so don't see it listed. Meaning it either wasn't listed or sold. I have emailed 5+ times for updates with no response. Both girls told me to email them for any updates and neither have followed up. By now, I should have this special refund, I checked my account. Nothing. I just want my $19 back.

Desired Settlement: Full refund, VERY soon.

Business Response: We were able to further review this case and the Raise account involved. After further review, it appears that the member was able to use the promo code ******* and has been refunded for her order ***********

This member was able to redeem ******* on her first order ************ on 12/1/15. This particular promo code is good for $10 off an order of $15 or more. It is for new users only and therefore can only be used once.

Unfortunately, this promo code never would have applied to the order in question because it had already been used. We apologize for any technical issues the member had while using her Android app to place this order. Our developers will be made aware of the situation so as to prevent similar issues in the future.

The ********* card in question was refunded outside of policy on 12/10. The member was first offered a credit on her Raise account because it is outside our policy to refund for a valid gift card once the order has been processed. However, we were able to re-list the gift card on her behalf and issue a refund when it sold.

At this time, $18.38 was refunded to the member’s original payment source. We apologize for the inconvenience, but overall we believe we have met this member’s needs. 

Consumer Response: I was told by YOUR employee when I called, 4 times and waitingsabsurd amounts of time on hold that my refund of $18 would come as well as my account be credited with my credit for referring a friend to you of $5. That's not "additional compensation"       As per YOUR website, you offer $5 for each friend that I send to you and makes a purchase. I sent 2. YOUR app has a glitch through NO FAULT of my own and YOU took that credit off my account. I'm glad that you finally recognize that your app does not funtion properly, speaking of your error, you absolutely owe me the $5 referral credit. You admitted to a glitch, recognized that this has happened to several people, so why is it that I am not getting Paid the $5 referral credit that you took from me in error?  plaint: ********

I am rejecting this response because:

Sincerely,
****** *****

Business Response:

This customer's account has been credited $5 for the referral credit lost on her order *********** This credit along with her previous referral earnings will automatically apply to her next order. 

At this point, the customer has been refunded to her original payment source and the credit she has earned is ready to be used. Again, we apologize for the inconvenience she has experienced, but we are pleased to have met all of her requests. 

12/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I consider your website is a fraud now as there are way too many issues with the gift cards and involve lots money. I sent email at least three business days without a response. Order ********** had fraudulent charges from Florida. And the most recent purchase of ********** *** ********** do not work!!! You need to resolve the issue ASAP

Desired Settlement: Refund $1200

Business Response: We were able to further review *** ****** complaint as well as the three orders provided in her statement.

We regret that we were unable to respond to *** ****** support email in a timely manner, and we are actively working to get our response times back to a level we find acceptable.

Each order mentioned in this complaint has been refunded per *** ****** request and our 100-Day Guarantee. An email was sent detailing the refunds she has received as well.

Additional compensation has been credited to *** ****** Raise account for the inconvenience she has experienced in this matter. Overall, we are pleased to have assisted in this matter and we thank *** **** for her patience and cooperation. 

12/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a few gift cards within the last 24 hours and unfortunately i will not be able to use them as intended. I called to cancel my order which you can normally do anywhere within the first 24 hours and a very rude employee by the name of ****** ***** simply refused to help me. As soon as I was transferred to speak to him he simply refused do anything or look in to this further, stating that he will be unable to do so because of their policy. i asked to speak to someone above him that did have the power to help me and he simply refused. ****** even refused to give me any names or to further assist me, stating that i can get all of that info online. I explained to him that he wasn't being very professional nor helpful and he said well "I'm sorry about that but theres nothing more i can do", further stating that, "He would not bend the rules for me". No real help was ever offered to me, no intentions of making me happy and keeping me as a loyal customer.

Desired Settlement: I'm simply looking for a refund of my money as i will not be able to do anything with these gift cards now and i refuse to sell them on raise. Whats worse is that i explained to ****** that i am a loyal customer with Raise and it seems as if he couldn't care less. So, as i never wish for anyone to be fired i would suggest that he get better training to be a better supervisor.

Business Response:

We were able to further review BBB complaint number ******** filed by *** *****s as well as the order in question. The orde* ********** contained four Lucky Brand gift cards and the order total was $765.35.

This order was placed on 12/8/15 at 3:49 p.m. CST and was immediately processed and delivered to his Raise account. *** ****** called our Member Services department on 12/9/15 and initially spoke to one of our agents. He explained that he no longer needed these gift cards because he had missed a sale at Lucky Brand. The agent explained that our return policy does not cover buyer’s remorse or misinterpretation of timing. Our 100 Day Guarantee clearly states a purchase will be refunded if an issue arises with the redemption of a gift card purchased from Raise.

At this point, *** ****** asked to speak to a supervisor and was connected with ******, the Member Services supervisor on duty.. ****** reiterated our policy and explained that we would not be able to refund the $765.35 to *** ******* The necessary individuals have reviewed this phone call, and ****** acted fairly and within Raise policy.

While we fully understand that *** ****** is a repeat customer and his business is very much appreciated, we are unable to refund him for completely valid gift cards that he has already been given access to. We will continue to ensure policy is appropriately communicated and all members are treated with the utmost respect. We sincerely apologize for the inconvenience. 

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution although not satisfactory to me will not be worth my time to proceed any further. Thank you for your efforts, I will just make sure to avoid this company and have any and all friends and family do the same. Thank you again. 

Sincerely,

***** ******

12/21/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased an autozone $25 gift card on nov 18,2015. Received email on nov 21, 2015 that my order had shipped. As of today i have not received the gift card. I have contacted raise.com numerous times via email (support@raise.com) and have not received a response. I want my gift card or my money refunded

Desired Settlement: I either want my gift card or my money refunded

Business Response:

We were able to further review case ******** as well as the member's Raise account and order in question. 

The order ********** was placed on 11/18 for an ******** gift card which was to be shipped from its seller via USPS. Our shipping policy states that it takes 3-14 business days for a physical card to be delivered. The customer contacted Member Services on 12/4 and again on 12/9 when she did not receive a response. Her refund was completed by a Member Services agent on 12/16 who credited her original payment source $9.90 that she paid. We sincerely apologize that her concerns were not addressed in a more timely manner. 

Raise is actively working to add more support staff to ensure that each customer concern is handled in a timely matter. Overall, we are pleased to have provided the refund necessary for this customer and we sincerely appreciate her patience. 

Consumer Response:  
Better Business Bureau:

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

Sincerely,

***** *******

12/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an item from Raise that I am unable to use. I reviewed a merchants website prior to making the purchase with Raise to ensure I could use it with the merchant. But when I spoke with the local merchant (after viewing their website) I was informed I couldnt use the item locally afterall - although the merchants website implies that you can. As a result I asked to return the item to Raise since I couldnt use it with the merchant where I needed to. I have spent somewhere about up to nearly $7000 just this year (within the last several months) with Raise Marketplace and have only had to return one other item like this. They now REFUSE to return a mere $20 item. And on the phone they threatened me - and told me if I dispute my credit card over it that they would close my account. I want them to refund me and also they should really check the notes and conversation where their representative and supervisor threatened me. This is the order info: 12/04/15 R169796713

Desired Settlement: A full refund. And dont shut my account over $20 when I spent several thousand dollars with them. At a 15% commission they have made probably close to $1000 from me.

Business Response: We were able to further review BBB case 10987896 and the Raise order and account in question. We apologize for the inconvenience this member has experienced in regards to this order.

Our marketplace clearly states that H-E-B cards are eGifts and according to our Icon Legend, “eGifts can be redeemed online only. They are sent to your Raise account within 24 hours.” Raise is not at fault for any misleading information on the retailer’s website, leading the member to believe he would be able to use an eGift card toward his purchase.

It is outside our refund policy to provide a refund for a valid gift card once an order has been fully processed. At this point, the member has access to the gift card information and the gift card can still be used. However, occasionally we do offer a one time courtesy refund outside our policy. This member has used his one time courtesy refund in November of this year. The fact that this was a one time courtesy was explained to him in an email from our Member Services Team on November 9.

In an effort to be transparent, we have provided one final courtesy refund for this member and refunded the $18.35 to his original payment source. We have sent an email confirmation as well. In this email, we explicitly state that we will not be able to provide any further refunds outside policy.

Overall, we appreciate this member’s business and hope he continues to be a part of the Raise community. 

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10987896, and find that this resolution is satisfactory to me. They did not mention the threats however, which I find disappointing. Thank you BBB.

Sincerely,

Jared ******

12/18/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On November 18th I purchased a gift card using a new customers promotion that promised $10 off of any purchase over $15. My order qualified and I was able to enter the code online. However, after I checked out I received a receipt that showed the promotion not being honored. Afterwards, I tried calling and chose an option to have them call me back as the wait was over 100 people. They never called me back. I e-mailed them twice over two days and still no reply during weekdays. Next, I tried calling again and was on hold for more than an hour with no one picking up to resolve this issue. I am very disappointed with this company and feel that they've tricked me into making a purchase using a code.

Desired Settlement: I would like raise.com to honor their promotion and give me a $10 credit to my original method of payment.

Business Response: Dear Ms. *****,

We were able to further review your formal complaint as well as the order in question. Overall, we are pleased to have resolved this issue for you.

Th