The card was canceled for no apparent reason after I redeemed it.
On 9/7, I received a gift card from GiftRocket. I redeemed it and 9/9 received an email that it had been cancelled. I emailed customer service and asked why with no response. I emailed again today what their valid reasons are for cancelling orders. They emailed me back a funny reason of "You sent and redeemed the gift to yourself, so rather have you lose
out on the service fee we canceled the gift and did not charge you. ***** ***** ********* ********** I emailed them back my opinion of that and said I wanted to talk to his manager. I looked on the website but can't find a phone, address, or name or contact email for anyone else, so I'm coming here.
This is sloppy for so many reasons: 1. They sent me the email to redeem the card and I redeemed it before they canceled the order. 2. They cancelled the order after the card was redeemed for a reason that should have been done before transaction was made. 3. They aren't allowed to make financial decisions for me and decide whether I should make a transaction with their company. 4. "Saving me the service fees" is the stupidest reason I have ever heard of. This is a scam. Is this a real company? It seems like a really smart child hacker set up a fake company to play with people online. 5. There is no contact info on website for issues or complaints. No manager except ***** *****
I would like the card sent to me with no service fees since they want to save me the service fees.
Since our gift cards are redeemed online for cash, sending and redeeming gifts to yourself is not an approved use. It violates our terms of service with our bank as this is a form of money transfer. As such any gifts sent and redeemed by the same party will not be approved.
If the customer has questions about the legitimacy of our company they can read our press clippings here: http://www.**********.com/press
We have been written up by the San Francisco Chronicle and Forbes amount other publications.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
You just admitted ***** **** was lying when he said you canceled the transaction to "save me the service fee," and this doesn't look like an apology at all.
There are a few other reasons I am still unhappy with the company. You are still lying when you say your bank considers a gift card purchase a money transfer. Purchasing a gift card is not transferring money. Money transfers only occur when you transfer money from 1 acct to another or from 1 person to another. You can purchase a gift card at the store too, and it doesn't have to have someone's name on it; it is a purchase and not a transfer. Gift cards are a product and not a service. A customer is not sending themselves a check by purchasing a gift card at a company. If someone wanted money, they would not go and purchase a gift card, they would take the money from their bank or use their card at an ATM or just write themselves a check. That is highly offensive to go implying people are crazy in a statement supposedly to be a resolution to a problem, when you are the ones who are crazy.
A company does not have a real right to decide the reasons for a purchase or who it is sent to either, or to know why a purchase is being made. This is America, and companies are not allowed to control our decisions to this extent.
Business is supposed to be about the customers. Unfortunately, some have forgotten that. Customers always supposed to come first, provided that it doesn't harm someone or the company. A business' policies should always put the customers first, provided that the company isn't losing more than its worth and no one is getting hurt. So things are fair.
Another lie is that this is a security issue, as a person can also easily put any name on a gift card and have it sent to themselves. They can also have a gift card sent to their own address for someone else with that person's name on it to give to them in person. Other companies allow this without any security problems whatsoever. It could also be a typographical error. You can tell its a lie because the customer may have accidentally put their own name in the field, and the company didn't even ask the customer whatsoever whether this card was being sent to themselves or someone else. Like I said before, we also have cases where 2 people who do know each other have the same name. This is not even enough information to prove that the card is being sent to the purchaser, despite the previous lies of purchasing a gift card being a "security issue" and "money transfer." Whether it is or not is irrelevant, as the whole statement is a lie.
Also, you give advice to the customer that instead of trying to have problems with your company resolved, they should go find another "service provider." First of all, you are turning all customers who have problems with your company away and have no problem resolution in your company. Second of all, you are not a service provider, a gift card is considered goods and not services. This is the worst advice ever and if you don't want any customers and can't solve any problems with any customers, why would the company even be open? The answer is it wouldn't. You wouldn't be open just to turn away every customer who has an issue with the company.
This statement does not even begin to try to resolve the problem. Its farfetched, offensive, rude, crude, malicious, and unacceptable.
Final Business Response
Our security team determined that the gift was sent and redeemed by the sender. As we stated before this is not an approved use and thus we canceled the gift. We are a gifting company, not a money transferring service, so we do not allow customers to pay for gifts with their credit card only to send themselves checks. That is considered money transferring by our bank.
Further we reserve the right to refuse service at our discretion. The customer was not charged for this purchase. If they are dissatisfied with our company they can use another service provider.