BBB Accredited Business since

Cardpool.com

6220 Stoneridge Mall Rd, Pleasanton, CA 94588 http://www.cardpool.com


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

Description

Cardpool is a gift card exchange that allows people to either sell us gift cards for check or Amazon credit or buy discounted gift cards from our inventory.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Cardpool.com meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

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

Factors that raised the rating for Cardpool.com include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 454 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

454 complaints closed with BBB in last 3 years | 135 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 46
Billing/Collection Issues 39
Delivery Issues 19
Guarantee/Warranty Issues 46
Problems with Product/Service 304
Total Closed Complaints 454

Customer Reviews Summary Read customer reviews

26 Customer Reviews on Cardpool.com
Customer Experience Total Customer Reviews
Positive Experience 9
Neutral Experience 1
Negative Experience 16
Total Customer Reviews 26

Additional Information

BBB file opened: May 31, 2011 Business started: 05/29/2003 Business started locally: 05/29/2003 Business incorporated 12/04/2009 in DE
Type of Entity

Corporation

Business Management
Mr. Patrick Ramsey, VP/GM Customer Support, Manager
Contact Information
Principal: Mr. Patrick Ramsey, VP/GM
Customer Contact: Customer Support, Manager
Number of Employees

50

Business Category

Internet Selling Services

Refund and Exchange Policy
Cardpool makes certain limited warranties (the "Purchase Guarantee") regarding your Gift Card transactions, as described on Purchase Guarantee page and hereby incorporated by reference. You acknowledge and agree that the Purchase Guarantee is subject to this Agreement and any additional terms and conditions that may be described on the Service. If you return a Gift Card, represent and warrant and continue to represent and warrant, in connection with any Gift Card you return through or on the Service, the following: i) the Gift Card is in the same condition in which it was received; ii) the Gift Card has not been used since the original purchase date; iii) the Gift Card is and shall be valid; iv) the Gift Card is redeemable for the amount of credit that you state through the Service; v) that you have not in any way retained a way to redeem the Gift Card after selling the card; vi) the Gift Card and any interest therein is fully transferable to Cardpool in the manner contemplated by this Agreement; vii) you are the sole lawful owner of the Gift Card and all interests thereto; viii) the Gift Card is not subject to any liens, obligations, or encumbrances of a third party; and ix) you shall comply with all other requirements to complete the Gift Card transaction, including, without limitation shipping instructions, required by the Service. All claims under the Purchase Guarantee must be submitted by emailing claims@cardpool.com within one hundred (100) days of the disputed transaction. You shall not, directly or indirectly, be eligible to utilize the Purchase Guarantee for transactions exceeding an aggregate amount of one thousand dollars ($1000.00) lifetime limit. Purchase guarantee program does not apply to electronic gift cards or mobile gift cards due to the nature of those programs. Cardpool reserves the right to limit or discontinue the Purchase Guarantee in our sole discretion, including without limitation if we believe that you have engaged in fraud or other unlawful activities. In the event that other provisions on the Service and the terms of this Section conflict, this Section shall govern.
Alternate Business Names
Cardpool, Inc. CardZone
Products & Services

Cardpool makes it easy to buy and sell pre-owned gift cards. Customers can buy gift cards for up to 35% off or sell unwanted gift cards for cash.


Customer Review Rating plus BBB Rating Summary

Cardpool.com has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 6220 Stoneridge Mall Rd

    Pleasanton, CA 94588

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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)

8/17/2016 Delivery Issues
8/15/2016 Delivery Issues
8/5/2016 Delivery Issues
8/1/2016 Problems with Product/Service
7/26/2016 Delivery Issues
7/26/2016 Advertising/Sales Issues
7/25/2016 Billing/Collection Issues
7/23/2016 Problems with Product/Service
7/15/2016 Delivery Issues
7/8/2016 Problems with Product/Service
7/6/2016 Guarantee/Warranty Issues
7/5/2016 Delivery Issues
7/1/2016 Advertising/Sales Issues
6/29/2016 Delivery Issues
6/28/2016 Advertising/Sales Issues
6/28/2016 Problems with Product/Service
6/24/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I sent in 2 gift cards to sell to cardpool.com with the promise of them sending me a payment back. First they tried to say that both the cards were never received then after going back and forth with them, they located one card that they said they couldn't accept, and returned the card. The card had a balance of $20 when I sent it in and when it was returned, there was a $0 balance on the card. The other card, which was sent at the exact same time as the first one, they said they never received. I have looked online and they have done this to many customers, they are scam artists, and someone needs to deal with them.

Desired Settlement: I would love for the balance on my one card to be reinstated and a replacement card sent for the one they said they never received. I cannot do this from the gift card vendor because the card was a gift and I don't have receipt for it. However I am not optimistic about this happening so therefore I would like the BBB to investigate cardpool and hopefully get them off the internet as they are scamming people.

Business Response:

The customer mailed in 2 separate gift cards for check redemption. The first card was a Forever 21 gift card with a reported value of $25. Once the Forever 21 gift card arrived the merchant confirmed that the actual balance of the gift card was $20. Currently we do not accept gift card below $25 and we mailed back the gift card and notified the customer via email.


The second card was a Bed, Bath, and Beyond gift card report value of $25. We did not receive the card and assume the envelope was lost in the mail. We email the customer and even provided the card information so that the customer can request a replacement card. The merchant has also confirmed that the gift card still has the original balance of $25 left on the card.


If you have any additional questions or concerns, please feel free to contact us at********************

6/23/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased two gift cards from Cardpool for 1 800 flowers for $30 each which were not accepted by the merchant at the point of purchase online. 1 800 flowers would not accept the two gift cards for a single purchase. They stated they only accept one gift card per purchase. I contacted my local Consumers Affairs office and they told me the purchase of a gift card is CASH and that in New York Stae merchants must accept multi gifts toward a single purchase. The Suffolk County Consumer Dept suggested contacting the New York State attorneys General Office to file a complaint. Gift cards are not coupons or a promotional item they represent CASH that the individual has paid. I complain to Cardpool and requested a refund for my purchase within 4 days and they refused to hono my request. Cardpool is committing a willful fraud by selling a card which is not accepted.

Desired Settlement: When someone buys a gift card they expect no problems with the merchant accepting the cards toward their purchase. Gift cards represent cash (NO COUPONS OR PROMOTIONS ARE INVOLVED). Cardpool should refund my money and resolve the issue.

Business Response:

According to the terms of Cardpool’s Purchase Guarantee Program, which are available at http://www.cardpool.com/guarantee, we are unfortunately unable to accept returns or exchanges on our electronic gift cards.  Since you are already in possession of the card numbers and they still have value, we hope you can understand why we have to stick to this policy.  


Unfortunately we do not have control of the merchant's gift card limit restrictions. It is up to the merchant’s sole discretion to refuse or accept multiple gift cards used in a given transaction. The gift card balances are at a zero balance and assume the customer was successful in using the gift cards.


If you have any other questions or concerns, please feel welcome to contact us again at ********************

Business Response:

According to the terms of Cardpool’s Purchase Guarantee Program (http://www.cardpool.com/guarantee) we do not accept returns or exchanges on our electronic gift cards.  Since the customer is in possession of the card number and the gift cards still have value.


These gift cards are valid and acceptable by the merchant. The merchant may have restrictions when it comes to gift card which they exercise at their own discretion. For future reference the customer may want to look up a merchant's gift card limitations within a given transaction to avoid further issues.


We believe the issue is with the merchant, as the cards are valid and have a balance and can be used online in separate transactions. We advise the customer to bring the issue up to the merchant for their desired resolution.

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

I am rejecting this response because:  I paid for an electronic gift card and the gift card is not accepted by the merchant.  I often to return the electronic gift card with full value to Cardpool but Cardpool refuses to refund my money because its an electronic gift card.  Why is Cardpool selling an electronic gift card which they are fully aware is not being accepted by this particular merchant?   I just want to return the card with full value and get a refund because its worthless sinse merchant will not accept it..     

Sincerely,

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

6/21/2016 Problems with Product/Service
6/16/2016 Advertising/Sales Issues
6/14/2016 Problems with Product/Service
6/11/2016 Problems with Product/Service
6/9/2016 Advertising/Sales Issues
6/5/2016 Problems with Product/Service
6/1/2016 Advertising/Sales Issues
6/1/2016 Problems with Product/Service
6/1/2016 Problems with Product/Service
5/25/2016 Advertising/Sales Issues
5/23/2016 Guarantee/Warranty Issues
5/17/2016 Problems with Product/Service
5/11/2016 Billing/Collection Issues
5/10/2016 Advertising/Sales Issues
5/5/2016 Problems with Product/Service
5/4/2016 Guarantee/Warranty Issues
5/4/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Fabricated statements on the website promising e-mail delivery as well as incompetent and rude customer service representatives. I was in need of a gift card to purchase some shoes on **********.com last night. I saw that cardpool.com had the required amount and I placed the order expecting to receive the gift card via e-mail soon thereafter. I did not imagine the frustration the verification process and horrible the customer service I would have to go through. I answered all of the questions through their website verification successfully but the gift card was not delivered via e-mail nor was there any status update on the website. I received a call this morning from a *****, who left a voice mail with a number to call back. I called at least 10 times without a response. I don't understand the point of this redundancy to ask the same verification questions over the phone as well as online. Not only is the "instant e-mail delivery" promise a huge disappointment and fabrication, this company has rude representatives that hang up the phone. After the umpteenth time of calling, **** *** *****) finally answered and began the most infuriating conversation I can recall in my recent history. Within 5 mins, she became pushy, rude and hung up the phone on me. When I called back, she then refused to process my order and refused to give me her ID number. At this point I am concerned that my personal and sensitive information is in the hands of these unprofessional employees. This company treats its customers like scammers and criminals. Rather than venturing out to find a better method to verifying customer data, this company has requested more information from me than my mortgage application. All of this for a $50 gift card which I needed last night for an online sale which is now over.

Desired Settlement: Contact me.

Business Response: Due to the customers new user status, they must complete a one time verification process. This is an additional step taken to ensure all of our customer's information is safe and secure. Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. We take our customer's' security very seriously and our phone calls are an important part of that process.

Our risk assessment team has determined that we aren't able to accept the order at this time. The customer's credit card has not been charged for the order. Unfortunately due to the nature of our business, we do not currently disclose the parameters of our risk assessment. We apologize for any inconvenience this may cause and hope you can appreciate the security measures we take in order to protect our customers.

If you have any questions feel free to contact us at ********************

Business Response: Date Sent: 3/30/2016 12:00:00 AM
Due to the customers new user status, they must complete a one time verification process. This is an additional step taken to ensure all of our customer's information is safe and secure. Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. We take our customer's' security very seriously and our phone calls are an important part of that process.

Our risk assessment team has determined that we aren't able to accept the order at this time. The customer's credit card has not been charged for the order. Unfortunately due to the nature of our business, we do not currently disclose the parameters of our risk assessment. We apologize for any inconvenience this may cause and hope you can appreciate the security measures we take in order to protect our customers.

If you have any questions feel free to contact us at ********************

Consumer Response:


Complaint: ********

I am rejecting this response because:

There is still no response about the rude customer service representatives which hang up the phone. Until I receive a personal call from the person who hung up on me, my complaint will stand.

Sincerely,

***** *****

5/4/2016 Advertising/Sales Issues
4/27/2016 Problems with Product/Service
4/26/2016 Problems with Product/Service
4/26/2016 Problems with Product/Service
4/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Possible scam or ID theft website, steals personal info. Submitted substantial personal info to complete order, it was cancelled without explanation. Cardpool.com buys and resells gift cards. In the name of risk assessment, they require the buyer of gift cards to offer substantial personal info, including DOB. Two days after I placed my order online, I received an email stating my order was cancelled, but they cannot provide any details stating the reason. Further inquires did not result in a reason save that my info failed their risk assessment team's criteria. As a good customer with an excellent credit score, my conclusion to why my order was cancelled is the company is possibly involved in data mining; stealing personal info to be sold or used for identity theft.

Desired Settlement: The truth. In depth reason as to why my order was cancelled. No rigamarole.

Business Response: Our risk assessment team has determined that we aren't able to accept the order at this time. The customer's credit card has not been charged for the order. We do not store credit card information for your security, and we have a dedicated fraud department to preventing identity fraud and other types of internet crime. There are many different reasons as to why an order may be cancelled and you can read more about our terms and guidelines for purchase at http://www.****************. Unfortunately due to the nature of our business, we do not currently disclose the parameters of our risk assessment. We apologize for any inconvenience this may cause and hope you can appreciate the security measures we take in order to protect our customers.

If you have any questions feel free to contact us at ****************.com

4/21/2016 Problems with Product/Service
4/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order for $1009.30 worth of electronic gift cards on 2/23/16. When I went to use them on 2/29/16 all but one had a zero balance. I placed an order for $1009.30 worth of electronic Target Gift Cards on 2/23/16 from Cardpoo****** order #********, which I paid $948.68. I paid with a credit card. The order processed immediately and the gift card codes where emailed to me within the day. I needed to use one $50 gift card that day, which worked fine. On 2/29/16 I went to use the other gift cards and they were at a zero balance except one. Which had about $21 but should have had about $85. According to the Target website these cards were used in VA on 2/28/16 and I live in MA. I immediately looked up telephone number for Cardpoo***** but there is not one on their website. I found one online, but no one ever picks up. I followed their webpage that says if you have any issues to email ******************** and you will get a response the next business day. I emailed on 2/29/16 at 7:15am ET, including my telephone number. I received a response at 2:20 ET on 2/29/16 asking for more information. I replied at 2:25pm ET on 2/29/16 stating that my electronic gift cards were empty. I have not heard anything back. On 3/2/16 at 12:16pm, having not received another response within the next business day, I sent another email. Again explaining the situation and requesting a call back. It is now 3/4/16 and I have still had no communication with cardpool.com. I have left a voicemail, as requested, on the 800 number found online, but no response. Their website states they have a 100 day Purchase guarantee program. Also in there Terms and Conditions it states that they will charge the seller of the gift card the full replacement fee plus a $10 service fee if there are any issues with the card, ie card already used.

Desired Settlement: The resolution I am looking for is a refund of $901.68. I paid $948.68 on 2/23/16. I used a $50 gift card on 2/23/16 that cost $47 dollars leaving the difference of $901.68.

Business Response: We apologize for the inconvenience this has caused. The gift cards in question from (Order#********) were acquired from different sellers in various locations, and they were redeemed in-store on February 28, 2016 while in the customer's possession in Virginia. None of the gift cards in question were acquired from a company or customer located in Virginia. Due to the nature of our company we are unable to issue the customer a refund. Should the customer provide any evidence that these gift cards were fraudulent we would open a full investigation to inspect these allegations.

In order to provide a better support experience for our customers, we've moved our support center online and don't currently have a customer service phone number. Please feel free to email us at ******************** with any questions that you have about our service and a member of our team will be happy to assist you.

4/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: False Advertising, shady risk analysis team, fake promotional codes and events, terrible customer service Problem Date: 3/21/2016 Purchase Date: 3/21/2016 Sales Reps: ******* and **** Payment Amount: $18.25 Payment method: Credit Card Tried placing an order for an electronic Target gift card on their website. Used their advertised promo code of: ********. Placed the order, got the order details in my email, then had my order promptly canceled because I was "deemed" a "risk" by their risk analysis team, with no given explanation. Tried reaching out to their customer service team only to receive replies with no answers or resolutions. Tried placing the order twice after, both times got cancelled again. No real explanation given yet again. Can't even purchase their products.

Desired Settlement: A real apology and correcting their false advertising. Apparently they don't want you to purchase their products. I WANT to be a customer and to buy their discounted gift cards but they just won't let me, no matter what I do even though I'm a completely new customer. I've tried contacting through email and their Facebook page, no resolution, just cut and paste responses saying I'm a risky customer. Terrible customer service. Wasted my time.

Business Response: Our risk assessment team has flagged this order as risky and that we aren't able to accept the order at this time. We have a sophisticated fraud system and dedicated fraud department to preventing identity fraud and other types of cyber crimes. If you would like more informations on why we cancel orders you can read more about our terms and guidelines for purchase at ***************************. Unfortunately due to the nature of our business, we do not currently disclose the specifics of our risk assessment process. We apologize for any inconvenience this may cause and hope you can appreciate the security measures we take in order to protect our customers.

If you have any questions feel free to contact us at ********************

4/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cardpool rescinded offer stating "we're not able to disclose any further specifics regarding this process" On 03.09.2016 I used the Cardpool website to sell a $300 Best Buy gift card that I received from my brother in December 2015, i.e., the card is only three months old. I received an offer from Cardpool for $247.50 which I accepted. On 03.10.2016 I received an email message from Cardpool that stated: "We recently received your gift card code transaction but our processing center encountered an issue while processing your cards. Our risk assessment team has determined that we aren't able to accept the transaction at this time. We have cancelled the transaction and are returning ownership of the gift cards to you. Unfortunately, we're not able to disclose any further specifics regarding this process." In the first place this gift card is perfectly valid, and there can be no reason whatsoever that any problem could exist. Secondly, the fact that Cardpool stated it refuses to provide specifics is unacceptable. I have the right to know what the issue is. This business has mislead me and has failed to provide to me necessary information. I request *** to require Cardpool to either honor the original offer or explain to me in detail why the offer was rescinded.

Desired Settlement: I request *** to require Cardpool to either honor the original offer or explain to me in detail why the offer was rescinded.

Business Response: We apologize for the inconvenience this has cause. Our risk department determined that this customer's gift card was not acceptable. Unfortunately due to the nature of our business, we do not currently disclose the parameters of our risk assessment. The ownership of the gift cards have already been returned to the customer. If you have any additional questions or concerns, please feel free to contact us at ******* *************.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Cardpool simply repeats the same message over and over and fails to answer the questions.

Business Response: Our risk assessment team has flagged this order as risky and that we aren't able to accept the order at this time. We have a sophisticated fraud system and dedicated fraud department to preventing identity fraud and other types of cyber crimes. If you would like more informations on why we cancel orders you can read more about our terms and guidelines for purchase at ***************************. Unfortunately due to the nature of our business, we do not currently disclose the specifics of our risk assessment process. We apologize for any inconvenience this may cause and hope you can appreciate the security measures we take in order to protect our customers.

If you have any questions feel free to contact us at ********************

4/12/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought several gift cards including a Pier 1 import one last November. Yesterday is the first time I use this and the balance is 0(should be 149) I bought several gift cards from this website last November, including a Pier 1 import gift card (the balance should be $149). After I got those cards and I traveled internationally, forgetting this thing. Yesterday is my first time use this card in store and the sales representative told me the balance of this card is Zero, which is supposed to be $149. I am surprised and contacted this website and they tole me "Unfortunately, these orders no longer fall within our 100-day Purchase Guarantee. According to the Terms of Use available at ********************, all Claims must be presented within 100 days in order for our team to properly investigate. " Thank you, ******

Desired Settlement: Exchange or refund.

Business Response: Unfortunately, the customer's order no longer fall within our 100-day Purchase Guarantee. According to the Terms of Use available at ********************, all Claims must be presented within 100 days in order for our team to properly investigate. However, if they can prove that the gift card was already redeemed fraudulently and associated with an unauthorized purchase by providing the transaction history of the card (including dates and locations) then we will be happy to issue the customer a refund.
If you have any further questions or concerns please feel free to email us at********************.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
It is your job to do investigation and responsible for your customers.
Thanks,

Business Response:
The customer's order has surpassed our 100-day Purchase Guarantee. According to the Terms of Use available at ******************** we are unable to accept any returns after 100 days from the time of purchase. However, if the customer can provide evidence that the gift card was fraudulently redeemed then we will do right and issue the customer a refund.

If you have any further questions or concerns please feel free to email us at ********************.

4/9/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I sold a gift card to this company, but I never received payment for my gift card. I sold a $625 ****** gift card to cardpool in February. They sent me a confirmation email with my order number and a shipping label. They told me to send in my gift card and I would be receiving a check for $550.04 in 3-7 business days. I waited 8 business days before emailing them and asking where the gift card is. They responded that sometimes there are delays and that my check should come in the mail in three weeks max. Three weeks went by and I still have yet to receive my check. They even called to verify my identity before they claimed to issue my check. They seemed very legitimate up until I never received payment. Every time I email them, they skirt around my questions. I asked for tracking information or a specific date for my checks arrival and they could not provide me with that. I have read reviews of this business online recently and dozens of other people are experiencing the same problems with this scam of a business. My order number was #********.

Desired Settlement: I would first like to receive some kind of compensation for the money I am currently losing out on. $625 is a lot of money to be conned out of by a seemingly reputable business. Secondly, I would like to see some action being taken against said business to prevent them from pulling the same scam on other people.

Business Response: The customer created the transaction on 02/21/2016 and arrived at our processing facility on 02/24/2016 and a physical payment was sent on the following day. After 3 weeks the customer did not receive their check and we reissued a new check on 03/21/2016. According to our system the check was cashed in on 03/28/2016. If you have any questions feel free to contact us at ****************.com

4/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cardpool purchased my $1000.00 gift card for $845.00. Then they put a stop payment on the check issued. They do not respond to my communications. I went onto the Cardpool website on 12/28/15. Cardpool made me an offer for this $1000 gift card. I accepted the offer for $845.00. Once this was completed I had to provide Cardpool with the gift card # as well as the security code. From that moment forward, Cardpool had control of this gift card. This statement is from their website: "When you sell a Gift Card to Cardpool via the Service, ownership of the Gift Card and any interest therein to Cardpool is immediately and automatically to Cardpool." Carpool's own website states that the gift card was totally in their control and possession once the gift card was sold via the on-line service. Cardpool provided a shipping label to use to mail them the card. To ABSOLUTELY ENSURE NOTHING happened while the gift card was in transit to them, I mailed the gift card to them via REGISTERED / CERTIFIED mail. I never spent one penny of this gift card! Cardpool called me on 01/06/2016, acknowledged they received the gift card and that a check should be received within the next 2 business days. On 1/07/2016 ****** from Cardpool Customer Service called and told me that the check for $845.00 was mailed to me but he had 2 questions to ask me. He wanted to know how I came about obtaining this gift card and also wanted to know the date of the gift card purchase. (I guess they needed to know this information prior to spending it or doing whatever they did with the $1000.00 on this gift card). The check I received from Cardpool for $845.00 was cancelled when I tried to cash it. I emailed Cardpool several times and never get a response to my emails. I did not use this card and want a resolution to this. This company is fraudulent and I want a refund for the $1000.00 gift card that they essentially stole from me.

Desired Settlement: I am requesting that Cardpool issue me a check for $845.00 as promised. I never used one cent on this gift card and since Carpool had possession of the card as well as the security code, they had to use it. Again this is a fraudulent practice.

4/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received an email response after submitting a gift card for sale that "Our risk assessment team has determined that we aren't able to accept the tr I received an email response after submitting a gift card for sale that "Our risk assessment team has determined that we aren't able to accept the transaction at this time."When I inquired as to the reason why, the company failed to provide the reason why. I did not do anything wrong, and the company has taken adverse action against me without providing the specifics as to why. Without that information and knowing that I have not engaged in any criminal activity I am left wondering if it was because I had a foreign sounding name or any other discriminatory /profiling reason that I may have been flagged as a risk.

Desired Settlement: I want an apology and full explanation of why I was flagged as a risk.

Business Response: Initial Business Response /* (1000, 5, 2016/03/22) */ Our risk assessment team has determined that we aren't able to accept the order at this time. The customer's credit card has not been charged for the order. We do not store credit card information for your security, and we have a dedicated fraud department to preventing identity fraud and other types of internet crime. There are many different reasons as to why an order may be cancelled and you can read more about our terms and guidelines for purchase at http://www*********.com/tos. Unfortunately due to the nature of our business, we do not currently disclose the parameters of our risk assessment. We apologize for any inconvenience this may cause and hope you can appreciate the security measures we take in order to protect our customers.

4/1/2016 Problems with Product/Service
3/30/2016 Guarantee/Warranty Issues
3/28/2016 Problems with Product/Service
3/28/2016 Problems with Product/Service
3/24/2016 Problems with Product/Service
3/21/2016 Problems with Product/Service
3/21/2016 Problems with Product/Service
3/17/2016 Problems with Product/Service
3/14/2016 Problems with Product/Service
3/14/2016 Problems with Product/Service
3/14/2016 Advertising/Sales Issues
3/11/2016 Problems with Product/Service
3/11/2016 Billing/Collection Issues
3/10/2016 Problems with Product/Service
3/8/2016 Guarantee/Warranty Issues
3/8/2016 Problems with Product/Service
3/7/2016 Problems with Product/Service
3/4/2016 Problems with Product/Service
3/4/2016 Problems with Product/Service
3/4/2016 Problems with Product/Service
2/29/2016 Problems with Product/Service
2/29/2016 Guarantee/Warranty Issues
2/29/2016 Guarantee/Warranty Issues
2/23/2016 Problems with Product/Service
2/23/2016 Problems with Product/Service
2/23/2016 Problems with Product/Service
2/17/2016 Problems with Product/Service
2/17/2016 Problems with Product/Service
2/17/2016 Problems with Product/Service
2/17/2016 Billing/Collection Issues
2/17/2016 Billing/Collection Issues
2/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: consumer send cards and they state are loss and then company remove money of card and make u contact merchant to get replacement. Fraud! I sent two cards with balance previous before I sent them. I contacted them multiple times to confirm if was recieved. After 3 -4 weeks I asked them can they track. They stated never recieved. I then ask them for cards number since I sent them to the company I know longer had cards or numbers. They gave me information for cards number after multiple emails about when will i receive payment from them. Once they gave me card number I check balances and there was $0.00 balance on card. I inputted card in to there website and they verified funds and I sent the next day. I then asked them can they take cards electronically and now they are stating that they cant take them that way . But previous emails they stated they would be able. Once I notice was no money and contacted them they tell me that they cant assist me. They are taking funds and telling consumer they never recieved there cards .

Desired Settlement: Either return cards or issue payments. If you were able to verify funds through website without hard cards, why cant send payment based on card #.

Business Response: Initial Business Response /* (1000, 5, 2016/02/10) */ We apologize for the inconvenience this has caused. We have gone ahead and issued payment for their JCPenney gift card transaction. They should expect to receive their check in the mail within 3-7 business days and as a token of our apology, we'd like to offer the customer a Cardpool gift card, which they can apply to their next order. Please be on the look out for the email containing that code. We have launched a full investigation to determine what happened to their gift card. If you have any questions feel free to contact us at support@cardpool.com Initial Consumer Rebuttal /* (2000, 7, 2016/02/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied now that the contacted me and stated they located my card. I just don't understand why this had to be escalated in order to locate and send payment to me. Thanks BBB for assisting me with this issue. A++++

2/10/2016 Problems with Product/Service | Read Complaint Details
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Complaint: have not recievied my check for the nike giftcard i sent them on januay 2 i sold them my $40 nike giftcard by giving them the card number and pin.the next day january 3 i recieved an email stating my transation number XXXXXXXX and that my gitcard balance had been verified and my check for $31.81 from them had been sent in the mail by usps priority mail and should be here in 3-7 days. its been 4 days so far and still no check.january 6th i contacted their ******* email and only got an automated reply saying they got my message and would reply in 24 hrs.january 7th its been 24 hrs and still no reply from them.since i have not recieved any word from cardpool.com so i am assuming i got scammed so i write this to bbb.org for help.i heve also read similar reviews about them from people who say they sent in gifcards and never recieved a check as promised and this makes me worried.to make things worse i threw away the giftcard after i sent them the info becaus they said if it ever gets used then they will charge my credit card.

Desired Settlement: i wish for my check to be delivered

Business Response: Initial Business Response /* (1000, 5, 2016/01/25) */ We're truly sorry for the inconvenience. We rely on USPS to handle all our shipping and wish we had more control over the mail once it has left our payment center! This check must have gotten lost in the mail as you should have received it by now. It appears the check was cashed in on 01/11/2016. If you have any questions feel free to contact us at *******@cardpool.com

2/8/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Cardpool.com will not send me the items I ordered. On January 8th, 2016, I ordered 3 E-delivery gift cards from cardpool totaling $579.92. I paid with the same credit card I've been using there for the last 6-7 months. I also used a $10 discount code that they awarded me for a past bad experience. Background: I've been doing business with them for several years and according to their records I've made well over $20k in purchases. It is only recently that they have become hard to live with. In the last 3 months, they suddenly need to verify my identity and delay, or cancel delivery of my orders. I have asked repeatedly to speak with a supervisor so that I can satisfy their need for verification once and for all. My requests are ignored. I emailed their parent company, and that too, was ignored. I believe that the current hassle is because they do not want to honor the $10 discount. Typically, an E-card should be delivered in less than one hour and often in only minutes. Four days after my recent order (Jan 12), I emailed support to see what the delay was this time. ****** their customer service agent replied, "According to our records your order has been sent to our processing center for further verification." That was five days ago and I have not been contacted, nor has my order been filled. It has now been 9+ days since the order was made for "email delivery" gift cards. It should've taken closer to 9 minutes. As a loyal ******** for several years, I would expect that they would know who I am at this point and fulfill my orders in a reasonable amount of time. Since it has become obvious to me that they are intentionally delaying my orders, I have found a new company. They asked for identity verification for the first purchase and now all orders for E-cards are sent in less than 10 minutes. So if the people at cardpool was trying to harass me until I went elsewhere, it worked. But as a matter of principal, I still want them to honor the $10 discount I used with this purchase.

Desired Settlement: I am seeking good faith delivery of the cards I purchased using my credit card and $10 in discounts.

Business Response: Initial Business Response /* (1000, 5, 2016/02/03) */ Thanks so much for bringing this issue to our attention. We truly apologize about the problems and inconvenience you experienced. You should have received your Target Gift Cards from us on 01/22/2016. We'd also like to make it up to you by offering you a Cardpool gift card that can be applied to your next gift card purchase. Please be on the lookout for an email containing the gift code! If you have any questions or concerns please feel free to contact us at *******@cardpool.com. Initial Consumer Rebuttal /* (2000, 7, 2016/02/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Cardpool.com responded promptly once BBB contacted them and did what they should have done initially; Fill my order. I am satisfied with the results and I'm appreciative to BBB for expediting this process. Hopefully Cardpool management has learned from this experience and will provide respectful and prompt service to their customers in the future. The staff at BBB has my gratitude.

2/5/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Sent Cardpool $1100 worth of gift cards. They are more than two weeks late sending Amazon cards in return. 12/26/15 I submitted full gift card numbers as well as pin numbers for Saks Fifth Avenue gift cards (10 $100 cards and 2 $50 cards). I select the option to mail the physical cards to Cardpool as they pay more to have the physical cards. 12/26/15 Receive an email "Your transaction number is #XXXXXXXX. We'll email you a brand new Amazon.com Gift Card within 1 business day of receiving your gift cards." 12/28/15 Cards are delivered to the address provided by Cardpool: USPS Tracking XXXXXXXXXXXXXXXXXXXXXX 1/8/15 I sent an email asking what was taking so long. 1/9/15 Cardpool sends an email " Hello, Thanks for contacting us! Our records indicate that we have received your gift cards and it has been sent to our processing center. We look forward to providing you an update for your transaction shortly." 1/14/15 Emailed Cardpool again and get a response "Thanks for your question, and thanks for your interest in Cardpool! You may also call our Bulk Sales department Mon-Fri, 9am-6pm PST at (XXX) XXX-XXXX, or reach them by email at *********@cardpool.com." 1/14/15 I emailed *********@cardpool.com. No response. Their phone line always goes to voicemail so I left a message with a call back number. No response.

Desired Settlement: Send the Amazon gift cards $967.78.

Business Response: Initial Business Response /* (1000, 5, 2016/02/03) */ We apologize for the inconvenience this has caused. During peak holiday periods, please allow additional time for processing transactions. An Amazon payment was sent on 01/21/2016 which the ******** should have received instantly. We'd also like to make it up to you by offering you a Cardpool gift card that can be applied to your next gift card purchase. Please be on the lookout for an email containing the gift code! If you have any questions or concerns please feel free to contact us at *******@cardpool.com. Initial Consumer Rebuttal /* (2000, 7, 2016/02/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) There was no indication of a post holiday slow down while completing the order. However, they did fill the order eventually and sent a $50 credit for the trouble as they described. Everything is ok now.

2/5/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Bought a $50 gift card, received confirmation. Amount WAS debited from my account on 12.23.15 my nice went to redeem, card reflects a $000 balance Bought a $50 gift card, received confirmation. Amount WAS debited from my account on 12.23.15 my nice went to redeem, card reflects a $000 balance and has not been used, at all. I want my $ back and will never use this company again. Ruined a Christmas gift that was already PAID FOR!!

Desired Settlement: Q00% refund, period!

Business Response: Initial Business Response /* (1000, 5, 2016/01/20) */ Thanks so much for bringing this issue to our attention. We truly apologize about the problems and inconvenience you experienced with the Victoria's Secret gift card. You should have received an email from us in 1/6/2016 containing details about a refund for your order. We'd also like to make it up to you by offering you a Cardpool gift card that can be applied to your next gift card purchase. Please be on the lookout for an email containing the gift code! If you have any questions or concerns please feel free to contact us at *******@cardpool.com.

2/5/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Ecard has not been delivered. No replies to email or tweet. I purchased $996.62 in e-gift cards from Cardpool on January 3. The purchase amount was split among 3 e-gift cards (order #XXXXXXXX). The website says such electronic cards should take only minutes, unless more info is required. I have not received anything asking for more info. I've emailed their support. No answer. I've tweeted them. No reply.

Desired Settlement: I want a response, first and foremost. I would like the e-gift cards. I would not have bought them if I didn't.

Business Response: Initial Business Response /* (1000, 5, 2016/01/20) */ Thanks so much for bringing this issue to our attention. We truly apologize about the problems and inconvenience you experienced with the Cardpool App. You should have received your Apple Gift Cards from us on 1/7/2016. We'd also like to make it up to you by offering you a Cardpool gift card that can be applied to your next gift card purchase. Please be on the lookout for an email containing the gift code!

2/1/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I attempted to sell a gift card. My gift card was approved, next day declined, and I was charged a $10 fee. On Sunday, November 22nd, I was looking to sell a $50 Best Buy gift card, and I decided to use Cardpool for that sale. I provided them with the gift card number, my personal information (including my credit card number), and I agreed to their terms. At approximately 6 PM, I received a confirmation email stating that my gift card would be sold for $42 pending approval. This email also stated I would receive a check for $42 within 3-7 business days. At 6:02 PM I received a confirmation email stating my card was confirmed, and again that I'd receive a check within 3-7 business days. At approximately 4 PM on Monday, November 23rd, I received an email stating that my gift card lost value and it has been denied. This email also stated that my check for $42 had been cancelled and I was being charged a $10 service fee. I furiously responded to this email, and was greeted with a response that said, "we spoke with Best Buy, and confirmed your gift card was partially redeemed in the amount of $47.61 on November 22, 2015." I certainly didn't use the gift card after I sold it to them, so who did? And you better believe the $10 was removed from my bank account. I am looking to recover my lost gift card and the $10 they charged me for a "service fee".

Desired Settlement: I am seeking the refund of my $50 Best Buy gift card, and the $10 I was charged for a service fee.

Business Response: Initial Business Response /* (1000, 5, 2015/12/09) */ According to our system the ******** electronically sent us a Best Buy gift card code to be sold for cash. Upon processing the transaction, we detected a zero balance on the gift card code. After further investigation with Best Buy it appears the gift card was used on May 19 for its full value at Victoria's Secret store #XXXXX located in Las Vegas, NV. The ******** sent us an electronic Victoria's Secret gift card code which can only be only used online and not a physical gift card which can be used both online and in-store. During the entire transaction process we were never in possession of the physical Victoria's Secret gift card. If you have any further questions please feel free to contact us at *******@cardpool.com. Initial Consumer Rebuttal /* (3000, 11, 2016/01/04) */ The business' is completely false, and hasn't resolved the complaint. Not only have I never physically been to Las Vegas, I wasn't even issued the $50 GC from Best Buy until I made a purchase from them on November 4th, 2015. Furthermore, the gift card that Cardpool claims has a "zero balance", actually has a current balance of $2.39. I've included two screenshots for proof. It's obvious this site is a scam, but since I'm being forced to offer a middle ground solution, I demand that I receive a $35 check. This'll cover part of what I lost. Thank you, **** ******* Sent from my iPhone Final Business Response /* (4000, 15, 2016/01/19) */ We apologize for the inconvenience this has caused. We have gone ahead and issued payment for their Best Buy gift card transaction. They should expect to receive their check in the mail within 3-7 business days and as a token of our apology, we'd like to offer the ******** a Cardpool gift card, which they can apply to their next order. Please be on the look out for the email containing that code. We have launched a full investigation to determine what happened to their gift card. If you have any questions feel free to contact us at *******@cardpool.com

2/1/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased gift cards from website and order was cancelled without reason besides "risk assessment" which makes no sense & no reply as promised by them Order #******** 2 Chilis Gift cards for total of $50 value for christmas present for a family (Used this "discount" site because I'm trying to stay on a budget). Got email order was received. Then started getting Advertising emails from site. Then email below: Thank you for your recent order with Cardpool****! Our risk assessment team has determined that we aren't able to process your order at this time. We've gone ahead and cancelled order #******** and your credit card has not been charged for the order. If you have any further questions or concerns please email us at support@cardpool**** I emailed back****pletely confused because now I'm not sure if this site is legitimate, and I realize they have my credit card information now... I received an automated response that I would receive a real response in 1 business day. Two business days have passed and nothing. I emailed asking if this is going to be resolved or if I need to purchase from another site because the holiday is approaching. No response to that either. I am very upset because they are offering a product and taking my credit card information and then not delivering on the product as promised with NO REASON listed other than "risk assessment." I have NEVER had any issues with risk assessment, and (not that buying a gift card online should entail a credit check) my credit and finances are more than in order. I'm not sure if this is because I have a middle eastern last name or what, but it is false advertising to offer something for a price and email that it is being processed and then keep the card information (even though it isn't charged) and cancel the order without provocation. It seems very shady. If there is something further (like verification such as paypal or amazon require) that should be outlined and****municated during the purchasing so that a person can decide whether they still want to go through this process if they are in a time crunch for a holiday. It is unethical business practices as well to email that you will reply after telling someone they have been assessed as a risky consumer and then never reply/respond, not only not within the timeframe, but not at all.

Desired Settlement: I need an exact reason why it was cancelled. I will take to social media warning all customers of my experience (with factual details) if this is not resolved after accusing me of being risky to sell to without provocation. I would like a full explanation as well as smooth transactions in the future. If this is a legitimate site, I'd like to utilize it and give it business. If it is not, it should not be allowed to collect credit card information.

Business Response: Initial Business Response /* (1000, 6, 2015/12/22) */ Our risk assessment team has determined that we aren't able to accept the order at this time. The customer's credit card has not been charged for the order. Unfortunately due to the nature of our business, we do not currently disclose the parameters of our risk assessment. We apologize for any inconvenience this may cause and hope you can appreciate the security measures we take in order to protect our customers. Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal /* (3000, 8, 2015/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received only an uninformative response. They supposedly did some kind of unauthorized risk assessment on me and will not disclose the parameters, but I did not authorize any kind of credit check or any other check into my personal credit when doing something as simple as purchasing a gift card on their site. They only said to continue trying to purchase from them, which makes no sense unless they are collecting credit card numbers as I have found many****plaints for the same issue on forums about this site. I do not r****mend this site, it seems they are violating customer privacy by using payment information to conduct unauthorized risk assessments and not giving a reason for denying purchases (which every other****pany is happy to explain). This seems very unorthodox and perhaps illegal which is why they will not disclose. We are not in court, so there is no reason for them to take the 5th when a customer asks to explain why they collected payment information and then denied purchase. There are many sites that collect payment information and then sell that information on other sites. I would look closely at the perhaps unethical practices or "risk assessments" done for a simple purchase where funds are available but the product was not given... since purchasing something is a contract and they have opted out of the contract with no reasoning except vague terms. I will never visit the site again, and if any identity theft happens on my account, I will know it is from this site. Final Business Response /* (4000, 10, 2016/01/18) */ Our risk assessment team has determined that we aren't able to accept the order at this time. The customer's credit card has not been charged for the order. Unfortunately due to the nature of our business, we do not currently disclose the parameters of our risk assessment. We apologize for any inconvenience this may cause and hope you can appreciate the security measures we take in order to protect our customers. If you have any additional questions or concerns, please feel free to contact us at support @cardpool****.

1/25/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Gave my credit card info to this company who NEVER EVEN TRIED TO CHARGE THE CARD! NOW THEY HAVE AND I'M SURE WILL SELL MY CC INFO! FRAUD!!!!!!!!!!!!! Ordered two $50 Applebee's Gift Cards online and gave credit card #'s, rec'd following order confirmation: Hi ****, Thanks for your order! You saved 21.5% off your order by buying $100.00 in items for only $78.50. We'll typically email you with your electronic or mobile gift cards within 1 business day. In some cases we may ask for additional verification and your order will remain pending until we receive all the necessary documentation requested. During peak holiday periods, please allow 1 additional business day for processing transactions and also consider the USPS holiday delivery schedule. Your order number is #XXXXXXXX and you have been billed for the amount of $78.50. You ordered the following items: 1. $50.00 Applebee's Electronic Gift Card, sold at a 21.5% discount for $39.25. 2. $50.00 Applebee's Electronic Gift Card, sold at a 21.5% discount for $39.25. If you have any questions, please do not hesitate to contact us at *******@cardpool.com. Thanks and have a great day! The Cardpool Team http://www.cardpool.com Instead of gift cards rec'd the following "system generated" timed reply "Thank you for your recent order with Cardpool.com! Our risk assessment team has determined that we aren't able to process your order at this time. We've gone ahead and cancelled order #XXXXXXXX and your credit card has not been charged for the order. THEY NEVER EVEN TRIED TO RUN THE CARD! CHASE ADVISES I SHOULD CLOSE THE ACCOUNT AS NOW I HAVE COMPROMISED MY ACCOUNT AND AM VULNERABLE TO FRAUDULENT CHARGES AT A LATER DATE!

Desired Settlement: Since I don't believe they ever even had the product they advertised, and too late to get the Christmas gift now anyway JUST WANT TO LET PEOPLE KNOW THEY ARE FRAUDS!!!

Business Response: Initial Business Response /* (1000, 5, 2016/01/06) */ Our risk assessment team has determined that we aren't able to accept the order at this time. The ********'s credit card has not been charged for the order. Unfortunately due to the nature of our business, we do not currently disclose the parameters of our risk assessment. We do not store credit card information for the customers security, and we have a dedicated fraud department to preventing identity fraud and other types of internet crime. We apologize for any inconvenience this may cause and hope you can appreciate the security measures we take in order to protect our customers.

1/21/2016 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: The cards that we received from Cardpool do not have any available balance on them. Tried to reach out to ******* many times and no response. In our orders that we have placed, about $20K worth (Orders #: XXXXXXXX and Order #: XXXXXXXX) many of the cards were "unusable" and with "no balance." Written on the back it says an amount but when checking online there is 0.00 on the card and when trying to use it in store it doesn't work. There has been many cards in the batch that have the same issue. I have emailed many times *******@cardpool.com and there was no response. I even emailed the other available email addresses and no response. This in essence is stealing from consumers.

Desired Settlement: We want the cards that we have paid for and the amounts that were promised as indicated in the billing receipt. Most of the cards were unusable and we want this to be refunded. We have ordered about 19 times with Cardpool and our 18th and 19th order fell extremely short of what we paid for.

Business Response: Initial Business Response /* (1000, 5, 2016/01/04) */ We apologize for the inconvenience this has caused. We've confirmed in our ******* logs that your last correspondence with Cardpool was on March 22, 2015. We appreciate your business and would like to make things right. If you can email us the card information of the cards you are experiencing trouble with at *******@cardpool.com we can investigate the problem and issue you a refund for those cards. If you have any questions feel free to contact us at *******@cardpool.com

1/21/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I recieved a confirmation email on order XXXXXXXX on12/10/15.I have yet to receive my two american eagle gift cards.There is no 1-800 number to call My order number is XXXXXXXX for two american eagle gift cards.I paid using my debit visa card. I was billed 38 dollars.I have not recieved my gift cards.

Desired Settlement: Those gift cards were a present for my daughter.I need to know when they will be mailed out.As a courtesy I would appreciate talking to someone from ******** service.If the cards are not delivered please credit my account back

Business Response: Initial Business Response /* (1000, 5, 2016/01/04) */ We've confirmed in our records that your order was shipped to you on Dec 10. We ship all of our orders via USPS First Class mail, which is estimated to take 3-7 business days. While USPS provides this estimate, they do not guarantee delivery within that time frame. According to American Eagle the gift card was used in store in Dec 22. Could it be that you or someone in your household has had access to the gift cards and used it. We're sorry for the inconvenience. We rely on USPS to handle all our shipping and wish we could give you a more specific delivery time frame! If you have any questions feel free to contact us at *******@cardpool.com

1/20/2016 Problems with Product/Service | Read Complaint Details
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Complaint: They have not delivered the "e" gift card I ordered from their site. It's been 2 bsns days. They have already gotten their money! I ordered an electronic "e" gift card from their site, believing I could get it the same day I ordered it, since it was to be sent to me by email. (It's intended as a Christmas gift). They gladly charged my credit card right away, but it's been 2 business days and I have not gotten the item I ordered/paid for!!!! Note: they did send an confirmation email, so I have proof of what I ordered, when it was ordered and the cost. I WANT WHAT I ORDERED AND WHAT I HAVE ALREADY PAID FOR!!!!! And I want it by 12/18/15 or before!!

Desired Settlement: I want what I ordered and have already paid for, and I want it SOON! If they are not going to deliver it, I want a refund soon!

Business Response: Initial Business Response /* (1000, 5, 2015/12/30) */ Due to the customers new user status, they must complete a one time verification process. This is an additional step taken to ensure all of our ********'s information is safe and secure. Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. We take our ********'s' security very seriously and our phone calls are an important part of that process. Because the ******** had to completed the verification process, it delayed their order. The order was placed on Dec 15 and the following day on Dec 16 their gift card code was sent to their email. If you have any additional questions or concerns, please feel free to contact us at ******* @cardpool.com.

1/19/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Company will not sell me gift cards. I placed an order for three gift cards that were $25 each. I was thrilled that I could buy them on line at a discounted rate and not have to run all over town with my 3 children. I received an email stating...Thank you for your recent order with Cardpool.com! Our risk assessment team has determined that we aren't able to process your order at this time. We've gone ahead and cancelled order is xxxxxxx and your credit card has not been charged for the order. I found this odd and thought maybe I had entered a wrong # or something so I asked the reason for this and they responded saying that they could not disclose that to me. Which I find to be ridiculous.

Desired Settlement: Explanation as to why I can not make a purchase.

Business Response: Initial Business Response /* (1000, 5, 2015/12/30) */ Our risk assessment team has determined that we aren't able to accept the order at this time. The ********'s credit card has not been charged for the order. Unfortunately due to the nature of our business, we do not currently disclose the parameters of our risk assessment. We apologize for any inconvenience this may cause and hope you can appreciate the security measures we take in order to protect our customers.

1/19/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Failure to deliver ordered item. I ordered a gift card from Cardpool several days ago. Today after telling my daughter I got her gift card I receive email stating the risk assessment team determined I was a risk. A risk of What!!??!!

Desired Settlement: I want my daughters AE gift card

Business Response: Initial Business Response /* (1000, 5, 2015/12/30) */ Our risk assessment team has determined that we aren't able to accept the order at this time. The ********'s credit card has not been charged for the order. Unfortunately due to the nature of our business, we do not currently disclose the parameters of our risk assessment. We apologize for any inconvenience this may cause and hope you can appreciate the security measures we take in order to protect our customers.

1/19/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Beware Cancelled order smells like a scam I found this website hoping to save a couple of 0dollars on my purchase. I bought an egift card and was made aware that it would be delivered to me in about a day, fine. Then a few hours later they send me an email telling me they've decided to cancel my order. Usually a buyer pays for something and then the seller sends the item. In this case the seller cancelled the order for no legitimate reasoning. Really upset because I provided my card and they may just be scamming people.

Desired Settlement: ***

Business Response: Initial Business Response /* (1000, 5, 2015/12/21) */ Our risk assessment team has determined that we aren't able to accept the order at this time. The ********'s credit card has not been charged for the order. Unfortunately due to the nature of our business, we do not currently disclose the parameters of our risk assessment. We apologize for any inconvenience this may cause and hope you can appreciate the security measures we take in order to protect our customers. Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company is a joke. Complaint Response Date bumped because: Holiday Final Business Response /* (4000, 9, 2016/01/06) */ There are many different reasons as to why an order may be cancelled and you can read more about our terms and guidelines for purchase at http://www.cardpool.com/tos. Unfortunately due to the nature of our business, we do not currently disclose the parameters of our risk assessment. We apologize for the inconvenience.

1/19/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Tried to return gift cards before they were sent to me. Sent numerous emails trying to cancel, never respeonded. Website says accepts all returns I purchase 12 gift cards that were valued at $25 each I beleive the total was $350.55. Before they were delivered to me I tried to cancel the order because I could not use the cards because dell does not accept more than 1 gift card. So I sent numerous emails trying to cancel the card and when I received them I asked to get a refund because I could not use them anymore. She stated she couldnt because it was too late. Their websites states they will accept all returns no matter what. That is false advertising since they will not take these back.

Desired Settlement: I would like a refund.

Business Response: Initial Business Response /* (1000, 5, 2015/12/21) */ The ******** placed order #XXXXXXXX on Nov 27, 2015. On Nov 26 the ******** contacted our ******* team for a status update. On Nov 27 the order was shipped to the ******** electronically to their email. After the order was shipped the ******** then contacted our ******* team to cancel their order. According to the terms of our Purchase Guarantee Program, which are available at http://www.cardpool.com/guarantee, we are unable to accept returns or exchanges on our electronic gift cards. The ******** is in possession of the card numbers and they still have value. We apologize for the inconvenience this has caused. If you have any questions feel free to contact us at *******@cardpool.com Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your website states in numerous places you accept returns no matter what. You are trying to trick the consumer by having that on your website. I do not have physical possession of the cards. Why is ststing on your website that yoi axcept all returns if you say there are exclusulions? I have escalated this and hope to have a response from my credit card company soon. Complaint Response Date bumped because: Holiday Final Business Response /* (4000, 9, 2016/01/06) */ Thank you for your inquiry. According to the terms of our Purchase Guarantee Program, which are available at http://www.cardpool.com/guarantee, we are unfortunately unable to accept returns or exchanges on our electronic gift cards. Since you are already in possession of the card numbers and they still have value, we hope you can understand why we have to stick to this policy. If you have any other questions or concerns, please feel welcome to contact us again. There are three notices stating that electronic gift cards cannot be returned on our website: 1. This is an Electronic Gift Card. What's this? If you click on the "What's this?" link, a window will pop up and say "* We cannot accept returns for electronic gift cards." 2. At the Checkout page, right before you enter your payment information, a yellow text box appears and says "Your order includes electronic gift cards, which cannot be physically shipped to you. These electronic gift cards will be typically emailed to you within one business day. In some cases we may ask for additional verification and your order will remain pending until we receive the necessary documentation requested. Electronic gift cards can only be used online. If you no longer want them, please remove them from your shopping cart by clicking here." 3. Before submitting your order, you had to click a box, which says "I understand my order includes electronic gift cards, which cannot be physically shipped to me and cannot be returned. I understand electronic gift cards are emailed within one business day and can only be used online. If I no longer want them, I'll remove them by clicking here." We hope you can understand why we have to stick to this policy. If you have any other questions or concerns, please feel welcome to contact us again at *******@cardpool.com.

1/8/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: advertise will send cards 1 business day its been 15 looked up reviews many similar complaints I watched the mailperson pick up cards 15 days ago they say they have not received them 75 dollars in GameStop gift cards many similar complaints online

Desired Settlement: return cards or send check

Business Response: Initial Business Response /* (1000, 5, 2015/12/22) */ The ******** created their transaction on Nov 24. On Dec 10 the gift cards arrived at our processing center and we issued the check payment immediately. You should have received your payment by now. We apologize for the inconvenience; we wish we had more control over how mail gets handled! If you have any further questions or concerns, please feel free to contact us anytime at *******@cardpool.com. Complaint Response Date bumped because: Holiday

1/8/2016 Delivery Issues | Read Complaint Details
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Complaint: The business cardpool.com has false advertising on their website and leaves out pertinent information. I just want my transaction cancelled. On Saturday November 28, 2015 I tried to sell my gift card of 368.06. All over the website it stated that this transation would only take 24 hours. That is the only reason I chose this site. When I emailed them a few days later they said my check was mailed on November 30, 2015. It is December 3,2015 and I have yet to receive my check. So I contacted them and said I was not satified with their services and wanted to cancel my transaction. They said no even though "Satisfaction Guarantee" is on their contract and website as well. I just got done reading a large amount of negative reviews stating you don't get your money until they sell you gift card and they blame the USPS when it takes 3 weeks or longer, saying it got lost in the mail. I just want the hold taken off my card and the "check" cacelled. I don't want anything to do with them. They also have no ******** service phone number.

Desired Settlement: I would like cardpool.com to cacel my transaction.

Business Response: Initial Business Response /* (1000, 5, 2015/12/22) */ The ******** placed a transaction on Saturday, Nov 28. According to our website "We pay sellers within 1 business day of receiving their gift card." We issued the check payment the following business day on Monday, Nov 30. We rely on USPS to handle all our shipping and wish we had more control over the mail once it has left our payment center! In Dec 3, the ******** requested to cancel the transaction and we immediately obliged and canceled the check on the way to them. In order to provide a better ******* experience for our customers, we've recently moved our ******* center to the web and don't currently have a ******** service phone number. Please feel free to email us at *******@cardpool.com with any questions that you have about our service and a member of our team will be happy to assist you. Complaint Response Date bumped because: Holiday

1/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sent a Best Buy Gift card in the amount of $320.99 as indicated on Cardpool.com website card returned stating $7 balance We sent a Best Buy Gift Card with a $320.99 Balance to Cardpool.com for a full refund as stated on their web site and they would sell the card. We received the card back in the mail stating it only had a $7 balance left on it. I called Best Buy, they stated a purchase was made on November 9 in the amount of $313.37 at ****************************************************** XXXXX. So someone apparently took the number from the gift card made a purchase and returned the used card to us without a refund. I demand a full refund of $320.99 asap!

Desired Settlement: I want my money refunded as stated on their web site. We were to receive a check in the amount of $320.99 and that is exactly what I want. If one of their employees used the card or this is a Scam joint they need to be pointed out. Gift Card # can be provided upon request.

Business Response: Initial Business Response /* (1000, 5, 2015/12/29) */ We called the ******** to apologize for the inconvenience this has cause and issued them a payment on Dec 12, which they should have received by now. We have launched a full investigation to determine what happened to their gift card. If you have any questions feel free to contact us at *******@cardpool.com Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company contacted us within a few hours of posting the complaint and corrected the situation. They were investigating as to how the charges were made on the card that should have had a value of $320.99. I would recommend Cardpool.com to anyone after this experience.

1/5/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased 5 electronic gift cards from Cardpool. The retailer that originally issued the gift cards stated that 2 of the 5 gift cards were invalid. On December 15, 2015, I purchased 5 electronic gift cards for Bloomingdale's from Cardpool. When I attempted to apply the five gift cards to a purchase on bloomingdales.com on December 15, 2015, bloomingdales.com ******** ******* informed me that only 3 of the 5 gift cards could be applied, and that the remaining 2 gift cards could not be applied. Bloomingdales.com ******** ******* informed me of this via a live chat, so I have proof of our communication in the form of a chat transcript. I contacted Cardpool with this information and shared the ******** ******* chat transcript from bloomingdales.com with a ******** ******* representative from Cardpool. The Cardpool ******** ******* representative insisted that the 2 gift cards were valid. The Cardpool ******** ******* representative then asked me to send screenshots showing that the gift cards could not be applied on bloomingdales.com, and I duly sent such screenshots. However, the Cardpool ******** ******* representative continued to insist that the 2 gift cards were valid.

Desired Settlement: I am seeking a refund for the two Bloomingdale's electronic gift cards that have not been applied to any purchase.

Business Response: Initial Business Response /* (1000, 6, 2016/01/04) */ Thanks so much for bringing this issue to our attention. We truly apologize about the problems and inconvenience you experienced with the Bloomingdale's gift cards. You should have received an email from us on Dec 21, 2015 containing details about a refund for your order. If you have any questions or concerns please feel free to contact us at *******@cardpool.com. Initial Consumer Rebuttal /* (2000, 8, 2016/01/05) */ I received a refund from Cardpool on 12/23/15. This has met my request, and I would like to withdraw my complaint. Thank you.

12/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered an electronic gift card but received an incomplete electronic gift card. I placed order# XXXXXXXX which stated electronic gift card. The confirmation email was submitted to me but I got a card number and authorization code which doesn't work in stores. Joann Fabrics stated that the code wouldn't work in their stores even though the description stated it can be used in stores and online. I called my Coon Rapids, MN Joann store and stated it wouldn't work. The listing was incorrect and delivery wasn't provided like other electronic gift cards I have purchased before from them.

Desired Settlement: I would like to be reimbursed for my order. The card details that were sent can be taken back by Cardpool as I can't use it by the time delivery was stated and not in the format that it was stated.

Business Response: Initial Business Response /* (1000, 5, 2015/09/02) */ According to our records you ordered an electronic gift card and on our website it states "(Electronic gift cards)... can only be used online, not in physical locations." After confirming with Jo-Ann Stores the gift card has a full balance of $21.80 which can only be used online. If you have any questions or concerns please feel free to contact us at *******@cardpool.com. Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The details on the website are misleading when shopping gift cards. I would like the credit back as it was not clear on the item page when purchasing that it couldn't be used in stores. Final Business Response /* (4000, 13, 2015/12/17) */ Hello *****, As a one time exception we are going to refund the ********. Please note that on our website it clearly states that electronic gift card can only be used online. (See Attachment).

12/28/2015 Problems with Product/Service | Read Complaint Details
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Complaint: sent in 2 different gift cards and not received payment. They claim they have sent and that checks were cashed,I never received anything either time. Back in August, as well as back in mid October, I sent gift cards to Cardpool.com in exchange for a check reimbursement. The first time in August I never received the check (about $20) and when I contacted Cardpool they claimed that the check was cashed already, but I did not cash or receive the check. I let it go as error on their part, as $20 wasn't enough to make a fuss over. Recently I tried their service again, this time sending $142 gift card in exchange for about $115 in a check. Once again the check was not received, it has been over a month. When I contacted them, it took 4 messages for them to finally respond. When they did they said once again the check was received and cashed on 10/27/15. I had been away for 2 1/2 weeks and was away on business on that date. The check should be written to me so there is no way someone else could have cashed it but they are claiming it was cashed. After telling them that this was not me, they have not responded and I am feeling like this website is a scam after being out nearly $170 in gift cards with no compensation. Please look into this if possible as I would like reimbursement, and I do not want other people to have to deal with this as I have. Their ******** service is terrible and it is getting very aggravating. I need this money for the holiday season and it has just been very upsetting that they seem to have scammed me not once but twice. Thank you for anything you can do to help. I have also provided my phone number for them to call me so I can speak to a representative, and of course nobody has reached out!

Desired Settlement: I would like the full amount of both checks in the total of $135.42. I would also like an apology as this has become extremely frustrating to deal with.

Business Response: Initial Business Response /* (1000, 5, 2015/12/07) */ We apologize for the inconvenience this has caused. We've checked our records and it indicated that the first check for transaction #XXXXXXXX has already been cashed or deposited on 8/24/2015. The second check for transaction #XXXXXXXX has already been cashed or deposited on 10/27/2015. We have also attached copies of the 2 checks for your reference. If you have any questions feel free to contact *******@cardpool.com *Note to BBB: Please do not post attached images as it contains sensitive ******** information.

12/23/2015 Problems with Product/Service
12/22/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Sent valid store gift cards in - everything checked out and was issued a payment check. Cardpool then cancelled it and sent back valueless card. I have happily used Cardpool's service before this so I went on their website and started another transaction. I checked the value of 3 cards I wanted to sell first. Then I inputted then 3 cards and their system validated the values and I agreed to their offer to buy them. At this point you must mail in your cards for them to double check everything and then they will send you a check for the value agreed upon. I mailed them in and received their check. A week or so later, before I deposited the check, I received a strange email now claiming 2 of the 3 cards I sent had a zero value and they were cancelling the check they sent me. They sent me back my 3 cards and from what I can tell only the JCPenny card has zero balance now ( I sent it to them with $35 on it ). I have been unable to resolve this issue with Cardpool and get the $35 back they took from me and now they are ignoring my emails ( the only way that they can be contacted ).

Desired Settlement: Check for $35 that they took from my JCPenny card.

Business Response: Initial Business Response /* (1000, 5, 2015/11/03) */ We apologize for the inconvenience. After we sent payment, our risk assessment team discovered that the JcPenney gift card had a zero balance after one of the routine balance checks and deemed the transaction risky and stop payment and returned the cards to the seller. For more information please check out the link below to view our terms and service. http://www.cardpool.com/tos If you have any questions or concerns, feel free to reach out to us at *******@cardpool.com Initial Consumer Rebuttal /* (3000, 7, 2015/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) ALL the cards were checked by both of us when I initiated the transaction and then by you again when you received the physical cards. The credit on one of the cards ( the JCPenny one ) was used up well after it was 100% in your possession, and I'm not sure if you sold it and lost it or what. I know you would not have issued a payment if the cards were not fully valid when you received them. Final Business Response /* (4000, 9, 2015/12/01) */ We apologize for the inconvenience this has caused. According to the terms of service on our website (http://www.cardpool.com/tos), we cannot issue payment for gift cards that have been used or lost value after they have been sold and may cancel the outstanding payment for the gift card or charge the credit card that you submitted in order to recover the amount that was paid for the gift card. Due to the issue with the JCPenney gift card code, we are unable to accept your transaction and have returned ownership to all three gift cards to you. If you have any questions feel free to contact us at *******@cardpool.com Final Consumer Response /* (4200, 11, 2015/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again the card had value when it was sent to you. I have no idea what you did with it or who you sold it to. The bottom line is that you received the card from me, with value, and are now trying to return it after you released the card numbers and PIN to someone who used it. Have you tried contacting JCPenny and/or the police to see who used it? Fraud is a crime after all.

12/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i exchanged a gift card and have not received my funds from cardpool. i mailed an outback $60 gift card to cardpool on oct.7. i was to get an amazon gift cart of $46.the website states that 24 hours after receipt of a card they send out the payment/card. i emailed them and phoned to no avail.my transaction#XXXXXXXX.

Desired Settlement: send my $60 outback steakhouse card or my $46 amazone card.

Business Response: Initial Business Response /* (1000, 5, 2015/11/11) */ According to the complaint, the ******** sent out their gift card on Oct 7 to be exchanged for an Amazon gift card. We received their card in the mail on Oct 12 and processed and issued payment on the same day. As stated on our website "We'll email you a new Amazon.com Gift Card within 1 business day of receiving your gift cards." If you have any question feel free to reach out to us at *******@cardpool.com Initial Consumer Rebuttal /* (3000, 7, 2015/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) l have not received a gift card as of nov 16,2015 Final Business Response /* (4000, 9, 2015/12/02) */ We apologize for the inconvenience this has caused. According to our records, an Amazon.com gift card was emailed to you on Oct 12, 2015. If you did not receive it, it may have ended up in your spam folder - can you check to see if it's there? If you still find that you don't have the email, we'd be happy to resend it to you. Feel free to contact us at *******@cardpool.com Final Consumer Response /* (4200, 11, 2015/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) i have no spam in my folder for the month of oct. i sincerely appreciate what the bbb has done but you could just close the case i am not going to get my card from these people. thanks

12/17/2015 Problems with Product/Service
12/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sold my giftcard to card pool on 10/28/15, on 10/29/15 they removed $179.99 from the giftcard but never paid me the $145 credit as promised. I sold my giftcard to card pool on 10/28/15 and received a confirmation email with a transaction number of XXXXXXXX, on 10/29/15 they removed $179.99 from the giftcard but never paid me the $145 in amazon credit they were supposed to according to the terms of my selling the giftcard to them. Per the confirmation email I should've had my credit within 1 business day. I contacted cardpool ******* via email on 10/30 and on 10/31 was told that they cancelled my transaction but when I called Macy's to confirm my original gift card balance there was a $0 balance. I sent a 2nd email to cardpool and their response indicated to contact the merchant. I contacted the merchant and they confirmed that the funds were removed on 10/29/15 and strongly urged me to contact Cardpool and if no response form cardpool to file a police report. I contact cardpool again on 11/1/15 I sent another email to cardpool explaining what the merchant stated and on 11/2/15 I received an email from cardpool that they've escalated my inquiry and I someone would be in touch within a few business days. As of today 11/9/15 I have not received another update. On 11/6/15 I'd asked for another update and only received a generic we cancelled your transaction email with no further explanation. I still have not received payment for selling my gift card to cardpool nor has the original gift card balance been restored.

Desired Settlement: I would like Cardpool to either issue me the payment of $145 in amazon.com credit as indicated on my original transaction confirmation email or restore my Macy's gift card balance of $179.99 which I sold to them.

Business Response: Initial Business Response /* (1000, 5, 2015/11/24) */ We apologize for the inconvenience you experienced using Cardpool.com. Unfortunately, we cannot issue payment for gift cards that have been used or lost value when we receive the transaction. Could it be that you or someone in your household has already used the gift card? We suggest contacting the merchant to receive gift card transaction information and possible have a replacement gift card issued. If you have any questions feel free to contact us at *******@cardpool.com

11/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ******** service taking too long; giving generic responses without addressing concerns. I was at the checkout page, debating whether or not to buy 400 dollars worth of gift cards as a birthday present to my significant other. I was unsure about the purchase due to the fact that he's a difficult person to buy things for. I was deliberating whether to buy the items, and came to the conclusion of asking whether or not he wanted the item I intended to purchase, the next morning. This never happened because the checkout page submitted itself. I emailed ******** ******* the same day explaining the situation and they gave me some generic response, which made it apparently clear that they did not read my initial concerns. The items they sent were unused and I know for a fact it's not difficult to take the items back, by transferring the unused product to another card in their possession, but as they haven't responded for two days I am writing this for hopes of a satisfactory resolution. And to be taken seriously as they are just writing me off as someone they can make money off of, with no regard to ******** service. ADDITIONAL DETAILS: Case is being handled by another organization: Capital One LLC ADDITIONAL DETAILS: Case is being handled by another organization: Capital One LLC

Desired Settlement: A refund of my money, as I didn't authorize the transaction and it was a browser error.

Business Response: Initial Business Response /* (1000, 5, 2015/11/03) */ We apologize for the inconvenience. According to our policy we are unable to accept returns for electronic gift cards. We have a thorough check out processes that involves the ******** to manually input their information each time they place an order. The ******** is then prompted to review their order then taken to the final page to submit their order. We ask the ******** to take all these necessary steps to prevent any type of automatic order submissions. If you have any questions or concerns, feel free to reach out to us at *******@cardpool.com

11/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I tried to order an online gift card from this company and did not get the gift card and cannot contact them. I ordered an online gift card from them and gave them my valid credit card information. They said "We need to go through a verification process, press this link". So I pressed the link and it said "Oh, our verification process is down" but I can't cancel the order and they charged my card. Silly me trying to save 4.5%. This is a scam and they need to be shut down.

Desired Settlement: I'd like the business to close its doors of they are going to treat customers that way. In particular, charging someone's card and not delivering a product is called theft in my book. A ******** service phone number to resolve such things would have been good but I want them done.

Business Response: Initial Business Response /* (1000, 5, 2015/10/27) */ Due to the ********'s new user status, they must complete the one time verification process. This is an additional step taken to ensure all of our ********'s information is safe and secure. Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. We have a dedicated fraud department to preventing identity fraud and other types of internet crime. According to our records your order was canceled and you were not charged for the order. If you have any question feel free to reach out to us at *******@cardpool.com

11/13/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased 3 Apple gift cards, and when I went to redeem them, they had a $0 balance. I want to be refunded the money stolen from me. I purchased 3 Apple gift cards (order #XXXXXXX) for $2,022.82 (face value $2064.11) on my American Express card on 03/03/15. I held off using them until the new Apple iMac was released, so since the new version was released yesterday, I went to redeem the gift cards and found that they had a $0 balance! No one had access to the information on my end, and I had not even checked on the balance until today. I called Apple, and their representative told me that someone had checked on the balance on these gift cards every day from 02/21 until 10/02, and then they used it on 10/03. Since this was done even before I purchased the gift cards, the person who sold Cardpool the gift cards is likely the person who stole my money! The Apple iTunes billing case number is XXXXXXXXX. I want to be made whole because this was no fault of mine. I worked hard for that money. I was the victim of fraud and theft, and this is an inherent problem with Cardpool's process.

Desired Settlement: I want to be reimbursed for what I paid for the giftcards, $2,022.82.

Business Response: Initial Business Response /* (1000, 5, 2015/10/27) */ Thanks so much for bringing this issue to our attention. We truly apologize about the problems and inconvenience you experienced with the Apple Store gift cards. You should have received an email from us earlier containing details about a refund for your order. We'd also like to make it up to you by offering you a Cardpool gift card that can be applied to your next gift card purchase. Please be on the lookout for an email containing the gift code! If you have any questions or concerns please feel free to contact us at *******@cardpool.com.

11/9/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Placed an order on 9/1/2015 and received order confirmation #XXXXXXXX. Three days later, they cancel the order without reason. I received NO phone call or email request for verification. Will provide call logs. Original Message From: ******* <*******@cardpool.com> To: ******** <********@aol.com> Sent: Fri, Sep 4, XXXX X:XX am Subject: Cardpool Transaction Update (Transaction #XXXXXXXX) Hi **** *****, Thank you for your recent order with Cardpool.com! Our risk assessment team has determined that we aren't able to process your order at this time. We've gone ahead and cancelled order #XXXXXXXX and your credit card has not been charged for the order. If you have any further questions or concerns please email us at *******@cardpool.com Thanks and have a great day! The Cardpool Team http://www.cardpool.com Original Message From: Cardpool <******@cardpool.com> To: ******** <********@aol.com> Sent: Tue, Sep 1, XXXX X:XX pm Subject: Cardpool Order Confirmation (Order #XXXXXXXX) Hi ****, Thanks for your order! You saved 11% off your order by buying $1,000.00 in items for only $890.00. Your order should arrive within 3-7 business days. In some cases we may ask for additional verification and your order will remain pending until we receive all the necessary documentation requested. During peak holiday periods, please allow 1 additional business day for processing transactions and also consider the USPS holiday delivery schedule. Your order number is #XXXXXXXX and you have been billed for the amount of $890.00. We'll email you again when your order has shipped. You ordered the following items: 1. $1,000.00 Carnival Cruise Line Gift Card, sold at a 11% discount for $890.00. We'll ship your order to the following address: **** ***** ***************************** XXXXX If you have any questions, please do not hesitate to contact us at *******@cardpool.com. Thanks and have a great day! The Cardpool Team http://www.cardpool.com

Desired Settlement: I would like to speak to someone, via telephone, for an explanation.

Business Response: Initial Business Response /* (1000, 5, 2015/09/21) */ Our risk assessment team determined that we are no longer able to sell Carnival Cruises gift cards therefore the ********'s order was cancelled. We notified the ******** of the cancellation in a timely manner and they have not been charged for their order. If they have you have any questions please don't hesitate to contact us at *******@cardpool.com. Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is quite amazing how CardPool's story has changed when the BBB was contacted. One minute, they give the excuse that the phone number was disconnected, yet no email was sent. When I offer to produce telephone records, now they say they no longer sell them. The fact of the matter remains that they advertised something, received authorization on my card, and then randomly canceled. Even more disturbing is how these orders completely disappear. Furthermore, within minutes of canceling my ordering, they re-listed this same gift card. I have the email to prove it. Subsequently, within 2 days, they offered another card. Can the BBB please advise me which California state or local government regulatory agency would oversee this operation? Final Business Response /* (4000, 11, 2015/10/26) */ We apologize for the inconvenience this has caused, when the order was taken place we were in the process of phasing out the merchant from our website. Within the period complaint was placed, we have discontinued selling Carnival gift cards and completely taken the merchant off our website. If you have any question feel free to reach out to *******@cardpool.com

11/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I attempted to buy gift cards, I was not contacted within 24 hours, after finally getting them on the phone to verify, they cancelled my order. Attempted to purchase two gift cards totaling $300 on 9/9 at 9am- order #XXXXXXXX. I was not contacted within 24 hours to verify security measures, on 9/10 at 3 in the afternoon I was unable to take their call, I attempted to call them back and left a message, they didn't call me back until 9/11. I talked to them on 9/11, they asked questions that were wholly unrelated to my purchase, but I answered them. I then complained about the questions, specifically that they were asking for far too much personal information for just a couple of gift cards. I told them I would never purchase from them again and their business practices were demeaning. They said okay, but its for your protection, I said my bank doesn't ask this many questions, there is no reason you should need to ask more questions than my bank. All they need to do is verify my credit card info. Especially since its just the purchase of gift cards. In any case, they said fine and said they had verified my information. Then on 9/14, I get an email saying the assessment team has said we aren't able to process the order. They cancelled the gift cards and refunded my money. I asked for an explanation why the order was cancelled on 9/14, they said they don't give that information out. I assume they cancelled my order because I complained about their system, but during the phone call they said they were processing my order, then they changed their minds.

Desired Settlement: They don't respond within 24 hours. They also need to explain why they refuse service to customers.

Business Response: Initial Business Response /* (1000, 5, 2015/09/30) */ In some cases additional processing time may occur as we verify the value of every gift card before it is sent. We may ask for additional verification and your order will remain pending until we receive the necessary documentation requested. Cardpool uses a third party identification service to prevent credit card and identity fraud. This is the same technology that banks and other financial institutions use to protect their customers, and we take your security just as seriously. The questions are designed to be answered only by you and are based on public records data. Unfortunately due to the nature of our business, we do not currently disclose the specifics of our risk assessment for security reasons. We truly apologize for any inconvenience to you. If you have any further questions or concerns, please email us at *******@cardpool.com. Initial Consumer Rebuttal /* (3000, 7, 2015/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) No other online store requires the same level of security. I can buy gift cards from lowes.com far easier than I can from cardpool. They also gave no reason for the additional security nor did they disclose why my business was refused. Again for supposed security reasons. They basically didn't answer any of the questions, all they offered was the same hollow apology. Final Business Response /* (4000, 9, 2015/10/20) */ Due to the ********'s new user status, they must complete the one time verification process. This is an additional step taken to ensure all of our ********'s information is safe and secure. Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. The questions being asked are basic questions verifying the ******** is the cardholder and it is a legitimate purchase. We are verifying the information the ******** has provided and we have on file. We do not store credit card information for your security, and we have a dedicated fraud department to preventing identity fraud and other types of internet crime. After further investigation our risk assessment team deemed the order risky and for that reason their order was cancelled. If you have any additional questions or concerns, please feel free to contact us at ******* @cardpool.com. Final Consumer Response /* (4200, 11, 2015/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) They keep repeating the same thing, just worded a slightly different way every time. Cardpool was asking for information that had nothing to do with the order- previous addresses and other personal information. They only need to verify the current credit card information and that I did indeed place the order (so phone number, address, credit card details, etc.) That's all they need- amazon, apple, Lowes, home depot, and companies with other online purchases do NOT require the level of information they require. They have not said why they need additional information as compared to other businesses. They have said repeatedly that other customers "welcome the protection," but have yet to address any of my concerns specifically. Second, they said on the phone that my security answers were fine and the order would be shipped. Then they changed their minds after I complained about the process. They have yet to say WHY they cancelled my order- accept to say they said it was "risky." No definition of what they found risky. Since the person on the phone said my information matched up, why did the cancel the order? If you look at my complaint and Cardpool's responses, they have yet to provide any information at all to specifically answer my concerns. They lack transparency and have provided very bad ******** service. Their policies are not in line with other retailers. They say they have a fraud department, but yet don't explain any of their policies in detail and repeatedly say "other customers think XYZ." This complaint stands until they actually answer SPECIFICALLY my questions and concerns.

11/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cardpool denied me as a client because I was a security risk. i own 3 houses, new car & a credit score above 750-i suspect profiling/discrimination On 8/5 i became a cardpool member and sent my first order (order #XXXXXXXX). theybstated 1 business day turn around. On 8/7 I had nto heard from them and sent them an email with both my login email as well as transaction number asking what was happening with my order. On 8/8 they first sent a reply saying they could not find my order and to supply log in and transaction number (info i had provided from the start to them). I promptly replied, and i got this response. Hello, Thank you for following up with us. Our risk assessment team has determined that we aren't able to accept the transaction at this time. We have cancelled the transaction and are returning the gift cards. Unfortunately due to the nature of our business, we do not currently disclose the parameters of our risk assessment. We truly apologize for any inconvenience to you. Best Regards, ******* Cardpool.com I replied to them the following: Wow, you really are sending this response to a person that has a credit score of over 750? Just be aware that I will let every media and social media outlet how you treat your customers. And the fact that you won't disclose the reason makes me belive this is a case of racial profiling due to my name. I'll see what recourse are available so that this does never happen to anyone again. Your company should be ashamed of themselves This has been all that has transpired to this day.

Desired Settlement: Not only do I seek that they honoor their initial proposal of payment for the following amounts ($119.48 ). But i would also liek them to pay full face value (135.81) for the time delay and unacceptable business practice! there were the goods they stated they wold aquire from me and their respective values. 1. Best Buy Electronic Gift Card ($100.00). 2. Best Buy Electronic Gift Card ($35.81). having them just return my original purchase is not acceptable, because they have already collected my credit card information, and in addition, i have exposed my gift card numbers and PINs to them, making them unsecured and prone for them to steal my balance, since they ahve it on their records!

Business Response: Initial Business Response /* (1000, 5, 2015/08/25) */ As we have previously stated, our risk department determined that this ********'s gift cards were not acceptable. The ownership of the gift cards have already been returned to the ********, per our policy, and in compliance with the ********'s desired resolution.The process occurred promptly and in accordance with our company's risk policy. As a leading gift card exchange, Cardpool takes all gift card-related fraud matters very seriously. Cardpool is committed to diversity in the workforce with the rich characteristics of cultures and racial and ethnic backgrounds in the communities where we live and work. By respecting the unique talents, experiences and perspectives of our workforce, we gain the flexibility and ingenuity that help us excel. If you have any additional questions or concerns, please feel free to contact us at ******* @cardpool.com. Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The gift card is in good standing and usable on the designated store. In fact, I did check their balance and usability at the retailer and everything is in good standing. Just stating that my Best Buy gift cards are not acceptable is not enough of a good reason/explanation to reject me as a ********. It is the euivalent of turning down a ******** from a store by just saying we do not feel comfortable about having you as a ********... without any further explanation. In addition, your hiring practices do not have anything to do with your business and ******** service practices. To this point, BBB should realize that thus business is discriminating customers under a very large and ambiguous umbrella of "this transacion is risky". Final Business Response /* (4000, 11, 2015/10/14) */ The ********'s transaction was flagged by our system and after further investigation from our fraud team, the transaction and the cards that it entailed was deemed risky and therefore unacceptable. Due to the nature of our business we are unable to disclose our risk assessment details. The ********'s account is still in good standing and allowed to buy and sell gift card with us. If you have any additional questions or concerns, please feel free to contact us at ******* @cardpool.com. Final Consumer Response /* (4200, 13, 2015/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) How can a transaction with me be construed as a security risk when I got perfect credit, own several properties and don't have a criminal record. Moreover, I wonder if carpool even reviews the answer / JUSTIFICATION TO DENY MY TRANSACTION. They say I am in good standing and can buy AND SELL gift cards on their site... yet that is clearly a lie, because I am unable to sell cards, and further, refuse to give a CLEAR AND TRANSPARENT ANSWER as to why, by shielding themselves under an umbrella policy of not able to disclose their risk assessment details. It's been several months since I filed the case at bb, and their response is still the same one I got, word by eord, that I got when my transaction was rejected. They clearly do not care about their customers, image or the bbb. Please do not ******* this company or their business practices.

11/3/2015 Problems with Product/Service
10/30/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Carpool.com sold me an electronic Fandango gift card. The card does not work and the company refuses to provide a refund. I purchased the gift card from card pool. I tried to use the card number in August yet the Fandango.com site doesn't recognize the number as valid. Cardpool's ******** service said there is a 100 day policy whereby they can investigate the issue however the California department of consumer affairs says gift cards never expire. The ******** service rep said I need to prove the card was invalid 'before I received it' to qualify for a refund which doesn't seem logical or possible. Here are the details of my transaction Date: Mon, Feb 9, 2015 at 9:23 AM Subject: Cardpool Electronic Gift Card Delivery (Order #XXXXXXX) $25.00 Fandango Electronic Gift Card Number:***************

Desired Settlement: im seeking a refund of the $22.50 purchase price.

Business Response: Initial Business Response /* (1000, 5, 2015/10/13) */ Thanks so much for bringing this issue to our attention. We truly apologize about the problems and inconvenience you experienced with the Fandango gift card. You should have received an email from us earlier containing details about a refund for your order. We'd also like to make it up to you by offering you a Cardpool gift card that can be applied to your next gift card purchase. Please be on the lookout for an email containing the gift code! If you have any questions or concerns please feel free to contact us at *******@cardpool.com.

10/27/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: This scam operation has illegally charged my credit card for gift cards I have ordered, but I haven't received after several weeks. This is a scam operation which preys upon elderly and disabled persons such as myself. Several weeks ago I ordered TWO "email" gift cards totalling a charge to my credit card of $75.72. On 08/20/15 I was emailed that they were sent. I have not received them yet and they are EMAIL GIFT CARDS, not plastic ones to be sent via USPS. I have written them twice as to why I don't have them yet to no avail. I cannot find anywhere a phone number or else I would call them. They only have an email address and a link on their website to complain. I have used both means several times. They also use another address on their website: ************************************** XXXXX in addition to the one on file with the BBB.

Desired Settlement: I demand an immediate refund via a credit card credit) for $75.72 for the unsent gift cards. I do not want a check as I would be afraid that it would be returned as no valid. I would accept an overnighted CASHIERS check drawn on a valid California bank or no business and/or personal checks. I also think that the BBB should post a warning for other elderly persons that this company is a scam operation. If I do not receive the credit card credit within 96 hours I will report this company to their local police department and my county sheriff's department for theft and fraud as well as the FBI since this is also credit card fraud.

Business Response: Initial Business Response /* (1000, 5, 2015/09/15) */ The ******** placed an order for 2 gift cards on 8/20/15. Due an inventory error we were able to electronically ship 1 gift card to the ******** and cancel the other. The ******** was only charged $40.25 for 1 card and was notified of the changes to their order. In order to provide a better ******* experience for our customers, we've recently moved our ******* center to the web and don't currently have a ******** service phone number. Please feel free to email us at *******@cardpool.com with any questions that you have about our service and a member of our team will be happy to assist you. We updated the ******** throughout the progression of their order, shipped their order, and replied to their multiple inquires, we consider this case to be closed. Initial Consumer Rebuttal /* (3000, 7, 2015/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The problem is that even though Cardpool says they only sent one card, they charged my American Express Card for TWO cards and did not credit my account. After I complained to them, they still did not credit for the one card they did not send again...but ALSO CHARGED FOR A CARD ON MY Citibank Card. Therefore, I have two illegal, immoral, unethical charges standing, one of each of two different cards.

10/21/2015 Problems with Product/Service | Read Complaint Details
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Complaint: BabiesRus gift cards advertised for 90% off and not fulfilled. Order number XXXXXXXX $14.98 total amount 149.88 order number XXXXXXXX $28.28 total amount 283.05 order number XXXXXXXX $19.51 total amount 195.13 order number XXXXXXXX $10.58 total amount 105.81 order number XXXXXXXX $12.61 total amount 126.15 Gift cards were advertised for 90% off, when orders were purchased I received confirmation emails stating I was being billed for the amount first shown in the orders and that my cards would be shipped out shortly. The next day on the 15th of September i received an email from ******** ******* stating order number XXXXXXXX couldn't be fulfilled due to fulfillment issues but that the rest of my order would be shipped shortly. About 2 Hours later at 4:3- i received an email stating that due to fulfillment issues my whole order was cancelled and I wouldn't be charged. I am upset with the fact that this is not due to a fulfillment issue but an issue with the 90% off. Due to my orders being processed and received and ready to ship I would like the gifts cards from the order to be sent to me for the stated amount in the emails I have received.

Desired Settlement: I would like my orders fulfilled.

Business Response: Initial Business Response /* (1000, 5, 2015/10/01) */ We apologize for the inconvenience you experienced. Unfortunately due to a system glitch and unusually high demand, our sale inventory in Babies R Us was depleted ahead of schedule. We appreciate your loyalty to Cardpool, by now you should had received a complimentary Cardpool gift card. If you have any questions or concerns, please don't hesitate to contact us at *******@cardpool.com anytime.

10/7/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Refused service. Ordered ~$250 worth of Target e-giftcards after they emailed me a 5% off coupon for my first order. After not hearing back from them for a while I emailed ******** service because I was looking to purchase something from Target.com that was at risk of going out of stock. Over 24 hours later I hear back that they won't do business with me because their risk assessment team has deemed me unworthy.

Desired Settlement: I'd like them to deliver what I ordered.

Business Response: Initial Business Response /* (1000, 5, 2015/09/02) */ We recently tried contacting you on 8/22 and 8/27 regarding your recent gift card code order. We have not received a response to our email or voicemail, so we have cancelled the order to not delay the process for you any longer. If you would like to try your order again or if you have any questions or concerns please feel free to contact us at *******@cardpool.com. Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) By the time you call to "confirm" the order the Target item I intended to use the cards on was long sold out. Your FAQ states that "typically" the gift cards are emailed within 1 business day. You didn't even respond to my order until ~2 days after I ordered, and then only to tell me my order was rejected by your "risk assessment" team. It wasn't until after I submitted this BBB claim that you, I suppose, changed your mind that I was worthy of your business. That was three days AFTER you rejected my order by your review team, a total of 4 days after the order was placed.

10/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent my gift cards to CardPool to sell to them and they are claiming my cards were not in the package and have not responded since. I agreed to send in 6 gift cards to sell to cardpool for a little less than the value of the cards. I entered all the numbers and followed all of cardpools steps. I packaged the cards and sent them via mail using the shipping label they provided on March 13th. I received an email on the 17th of March confirming they received my envelope. I then received another email later on the 17th alerting me that the contents of my package was empty and asked me if I could of possibly not put the gift cards in the envelope. I have a witness that he felt the contents of the envelope and it consisted the cards. I have tried calling and emailing the company several times and have heard no response. I have contacted the post office to see if the package was damaged during transit and have not heard that it was, I have asked cardpool if there was any damage to package and they have not responded. I have contacted the local police department to conduct a courtesy fraud investigation and forward to the Emeryville police where the PO Box is located. I have asked cardpool just for the card numbers I provided to them so I can call the company they came from and put a stop on those cards and they will not respond to me. Which makes me believe they have decided to keep the cards them selves. ADDITIONAL DETAILS: Case is being handled by another organization: Local Fraud Department with the Local Police

Desired Settlement: I would like the full amount of my gift cards returned to me which by my records provided to me from Cardpool is $530.85.

Business Response: Initial Business Response /* (1000, 13, 2015/04/15) */ The ******** created a transaction to sell us 6 Crate and Barrel gift cards. Upon arrival all contents are scanned as proof and there were only two physical in the envelope rather than the 6 as quoted. Our processing team checked the validity of the cards and found that many of them have already been used. We checked the envelope and there were no signs of damage. We were unable to accept the 2 physical cards we received and returned them back to the ******** in the same condition we received them. We notified the ******** of our findings and that he should be receiving his cards back shortly. The ******** contacted our ******* team very upset, but we cannot issue a payment for cards we have not received and cards that are invalid. The ******** requested his card information and that was provided to him in an email on 3/9/15. Please see the screenshot attached. If you have any additional questions or concerns, please feel free to contact us at *******@cardpool.com Initial Consumer Rebuttal /* (3000, 15, 2015/04/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I sent all 6 cards to the company listed on the transaction receipt that I included with the cards. I have a witness who saw me put all 6 cards in the envelope and send it off. I then contacted the post office, they have record of the package weighing what 6 cards would weigh. I was also informed that if the envelope was damage during delivery there would be a sticker from the post office on the envelope. The company confirmed that the envelope was actually intact as I taped it heavily and no cards were lost due to damaging of the envelope. I then tried to contact the company over and over and they finally got back to me with a list of all the card numbers. I then called crate and barrel and had them check to see if the cards had been used. None of the cards had been used so their accusations of the cards not having the correct value or had been used is false. Upon receiving the 2 cards back from this company I called Crate and barrel again and the cards have the full amount on them. So this is additional information that alludes to the company not being truthful. This company is claiming that I did not send all the cards and wipe their hands clean while taking cards unlawfully that are not theirs. I have sufficient evidence to show that I sent all the cards, there is nothing supporting the company that they didn't receive all the cards except their own. The only other person who handled this was the post office and they didn't mark the package as damaged so the only person who doesn't have legit evidence supporting their case is the company. Final Business Response /* (4000, 27, 2015/05/27) */ ***Document Attached*** We provide a FREE USPS SHIPPING LABEL to our customers when selling gift cards. It is completely up to the customers discretion to add tracking and or insurance to ensure delivery and peace of mind. On 3/17/15 the customers envelope was received and was informed about the missing contents of the envelope. On 3/19/15 we sent the missing gift card information that the ******** had requested. (See attached image). After further investigation, Crate & Barrel informed us that card ending *0100 was requested to be canceled and reissued a new card on 3/18/15. The remaining missing Crate & Barrel gift cards ending *2660, *9894, and *1997 were used for an online catalog purchase on 3/19/15. Unfortunately we are unable to provide payment for cards that have been drained of their value. We apologize for the inconvenience this has caused. If you have any additional questions or concerns, please feel free to contact us at *******@cardpool.com Final Consumer Response /* (4200, 36, 2015/09/21) */ I really applaud BBB and the CardPool company on their poor efforts in finding a resolution for this case. AT NO TIME was ANY offer to settle brought to the table, just blaming me for not sending all the cards. Which I find looks incredibly bad on both parties to not find a resolution and to allow this to be swept under the rug. Thank you all for not going through and finding a resolution to this case. Now my wife and I will be significantly unprepared for our new born next month because we wanted to use those gift cards from our wedding for our baby. So now that you all have taken money from an unborn child, I hope you all can sleep well at night knowing you did absolutely nothing to help this issue.

10/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have sold 4 gift cards to this company and its been a month and I haven't received my check they suppose to have send me and they already sold one. There web site said it will take up to 3 weeks for my check to be mail and I haven't received it yet either they my money back on the office max card and cancel the check or I would to seek illegal actions for false advertisement

Desired Settlement: I want my check or I will get a lawyer for false advertisement

Business Response: Initial Business Response /* (1000, 5, 2015/09/15) */ It appears as the original check must have gotten lost in the mail. On 8/21/2015 we issued the ******** a new check which has been cashed in on 9/4/2015. We're truly sorry for the inconvenience. We rely on USPS to handle all our shipping and wish we had more control over the mail once it has left our payment center. If you have any questions or concerns, please don't hesitate to contact us at *******@cardpool.com.

9/28/2015 Problems with Product/Service
9/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: cardpool is engaged in a scheme to get you to call a phone number in order to receive your purchased items. cardpool is refusing to release my purchase to me because they want me to answer verification questions and call them when I already answered the questions during the ordering process. I believe they are trying to make me call them in order to sell me more products/services that I do not want. I've communicated with them several times and they could have asked me to confirm my verification questions but all they respond with is to call them.

Desired Settlement: I want the company to release the gift card that I paid for via credit card. I wanted it last week when the product I was going to purchase was on sale.

Business Response: Initial Business Response /* (1000, 5, 2015/09/08) */ Due to the ********'s new user status, they must complete the one time verification process. This is an additional step taken to ensure all of our ********'s information is safe and secure. Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. The questions being asked are basic questions verifying the ******** is the cardholder and it is a legitimate purchase. We are verifying the information the ******** has provided and we have on file. We do not store credit card information for your security, and we have a dedicated fraud department to preventing identity fraud and other types of internet crime. The ******** refused to complete our verification for that reason their order was cancelled. If you have any additional questions or concerns, please feel free to contact us at ******* @cardpool.com.

9/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Multiple Credit Card Charges for One Order. Cardpool claims that they have no record of any successful charge to my financial institution. I made a purchase of one mobile gift card at Cardpool.com on August 07, 2015 in the amount of $42 for Banana Republic. Order number as indicated on my mobile receipt was XXXXXXX. On August 10, 2015 Cardpool processed four (4) charges of $42 each with my financial institution, USAA. I have disputed the three extra charges with USAA. They have refunded two of the three extra charges on my credit card statement. I had to email Cardpool ******** service because they do not provide any phone *******. A representative named "*******" stated via email that there were "no multiple charges from Cardpool" on my credit card and that "no payment was ever made successful" from me on their site. She is essentially stating that they have no record of my purchase. The fact is that I purchased a $42 mobile gift card from them and successfully redeemed it at the merchant's store. I also sent a screenshot of my online credit card statement showing Cardpool's multiple charges. I have not heard back from Cardpool ******* yet. I had requested that "*******" forward my emails, including the screenshot photo, to her manager or supervisor.

Desired Settlement: I respectfully request that Cardpool work with my financial institution USAA to fix the billing errors on my credit card statement. The end result should be just one charge of $42 from Carpool.

Business Response: Initial Business Response /* (1000, 9, 2015/09/21) */ We apologize for the inconvenience, there was a technical glitch in our system that has now been resolved. On 9/15/15 we refunded $126.00 back on your credit card leaving you with the initial charge of $42.00. As a token of our apology, we'd like to offer you a Cardpool gift card, which you can apply to your next order. Please be on the look out for the email containing that code! If you have any further questions or concerns, please email us at *******@cardpool.com. Initial Consumer Rebuttal /* (3000, 11, 2015/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Cardpool has NOT refunded any money to my credit card as of today's date 9/22/15. I called my financial institution today to confirm that fact. Cardpool has also supplied inconsistent responses to BBB and myself. They stated to BBB that $126.00 was refunded on 9/15/15 (Not true). They stated to me in an email that $42 was refunded on 9/16/15 (Not true). The only accurate statement was that I received a $25 Cardpool gift card, which I have not tried to redeem yet and does not cover my loss due to Cardpool's multiple credit card charges. Final Consumer Response /* (2000, 14, 2015/09/24) */ Cardpool finally processed refunds to my credit card yesterday. The complaint can be closed. I still have concerns about Cardpool and their ability to accurately process charges and keep records of purchases. And, their ******** service is inconsistent, slow, and impersonal (no way to talk with anyone on the phone). I will not recommend Cardpool to anyone.

9/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The product I ordered was not delivered as promised. The company has not responded to attempts to resolve the issue. On August XX XXXX I ordered two $20.00 Target Electronic Gift Cards at $18.60 each. The order number is: #XXXXXXXX. I received a confirmation email stating orders are typically sent within 1 business days. It has been two business days. I attempted to contact the company yesterday August XX XXXX to check the status of my order. I received an automated email stating that my inquiry would be responded to in 1 business day. I have received no calls or emails to verify any information or to update my order information since I submitted the order.

Desired Settlement: I would like a full refund of funds used to purchase the order. I would also like all of my payment information erased from any database that the company may have, as I do not trust this company based on their actions towards me and other consumers.

Business Response: Initial Business Response /* (1000, 5, 2015/09/02) */ We recently tried contacting you on 8/27 regarding your recent gift card code order. We have not received a response to our email or voicemail, so we have cancelled the order to not delay the process for you any longer. If you would like to try your order again or if you have any questions or concerns please feel free to contact us at *******@cardpool.com.

9/18/2015 Advertising/Sales Issues
9/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased $1,885 in gift cards 8/13/15 at 3:13 PM central time. I still have not received them and it's past the 1 business day guarantee! Order #XXXXXXXX

Desired Settlement: I want my purchase delivered immediately!

Business Response: Initial Business Response /* (1000, 5, 2015/09/01) */ Due to the high value of the order, the must complete a one time verification process. This is an additional step taken to ensure all of our ********'s information is safe and secure. Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. We take our customers' security very seriously and our phone calls are an important part of that process. Because the ******** had to completed the verification process, it delayed their order. If you have any additional questions or concerns, please feel free to contact us at ******* @cardpool.com.

9/11/2015 Problems with Product/Service | Read Complaint Details
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Complaint: paid got a code that does not work at lowes as they said it would I ordered a lowes gift card/code as I needed to buy a dishwasher. I paid then they had o verify me so they called and verified my info and sent me the code via email. I went to use it and it does not work. I have emailed and emailed and no answer from them at all.

Desired Settlement: I would like a refund

Business Response: Initial Business Response /* (1000, 5, 2015/08/26) */ We have been in touch with the ******** by email regarding these purchases and would like to provide the following updates: Order #XXXXXXXX: The ******** reported that a $200 gift card ending in **** was defective, and a full refund was processed on 8/26/15. The refund should be reflected on the ********'s credit card statement within a few business days. Our ******* team was experiencing a backlog of requests at the time of this ********'s inquiry, and we apologize for the delay that he encountered. If there are any further questions or concerns, please feel free to write us.

9/11/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I sold a gift card to this company and they are now unresponsive since receiving it. I sold a gift card to Cardpool and over a week later got an e-mail saying they received it and are processing it. The next day I got a call and let it go to voicemail because I didn't know the number. I listened to the message and it was from Cardpool to "verify some information" and immediately called back the number given to me. I called back over 10 times and each time someone answered the phone (I could hear noises and voices in the background), not say anything, and hang up within 5 seconds. I also emailed them and now I'm not getting any response. I wish I read other complaints on here before using this company because it is clear now that this is common and I will not be receiving my check in the mail.

Desired Settlement: I want my check for $108 like we agreed upon or my gift card back with the full $150 on it that was there when I sent it to them.

Business Response: Initial Business Response /* (1000, 5, 2015/08/26) */ The ******** reached out to ******* team concerning their transaction on 8/11 and we did not receive the transaction at that time. The transaction reached our processing center on 8/13 and the ******** was notified. Due to this ********'s new user status he had to complete a one time verification. This is an additional step taken to ensure the safety of our ********'s information which was done on 8/14. The following business day on 8/15 the ******** was sent payment. We contacted the ********, updated the ********, and provided all the necessary information. If you have any additional questions or concerns, please feel free to contact us at *******@cardpool.com

9/11/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Did not deliver. Ruined my wedding as I am unable to pay for the food as they have my $700 that was for cheesecake factory gift cards No way to reach this stupid company. Bought almost $700 in gift cards at there price not the discounted price. Said 1 day to receive. Never received email or call asking for more info. Emailed multiple times without response. Took my money and never gave me what I purchased. Ruined my wedding as they where to pay for the food for my wedding and I didn't have $800 to replace while they had my money tied up. No refund either

Desired Settlement: Get me these cards today or refund mr for the full price they are worth! RUINED MY WEDDING!

Business Response: Initial Business Response /* (1000, 5, 2015/08/26) */ Unfortunately, we were unable to process your order. Our payment validation system encountered an issue while processing your credit card. If you feel this message was reached in error please contact your financial institution. We truly apologize for the current inconvenience. If you would like to try your order again or if you have any additional questions or concerns please feel free to email us at *******@cardpool.com

9/9/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: correct amount of gift card not received. no answer from company about missing gift card hi, we r ordering gift card from them regularly recently we realized that we are missing some gift card so when we check we are missing gift card about $325 and we sent many messages to tell them that please send e copy of our purchased card so i can verify but never received any update just they sent $25 thank you gift card instead of sending me e copy of all of my purchased card in that order. they dont have phone number so we cant contact them. so i need money back or gift card or E copy so i can verify it. Thanks.

Desired Settlement: hi they can send me my missing amount gift card or send me E copy of ordered gift card so i can verify that what happen to those card. Thanks.

Business Response: Initial Business Response /* (1000, 5, 2015/08/23) */ The ******** contacted Cardpool on 2 occasions 7/25 and 7/27 requesting gift card info. For security reasons we are only able to provide sensitive gift card information to the email address associated to the account. The ******** requested gift card information through a different email address not associated to their account. We notified the ******** to reply back using the correct email address so we can further assist them. We have not heard from them since and assumed the issue was resolved. If you have any questions or concerns, please don't hesitate to contact us at *******@cardpool.com.

9/9/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I placed a order with #XXXXXXXX. I dint receive my item till now. They were supposed to do it in 1 business day. No response from ******** *******. I placed a order with #XXXXXXXX for a JC Penny Giftcard. I dint receive my item till now. They were supposed to do it in 1 business day. No response from ******** ******* tried contacting via email, call etc No response at all

Desired Settlement: immediate delivery to my email

Business Response: Initial Business Response /* (1000, 5, 2015/08/24) */ The ******** placed their order on 8/6 at 1:02PM and requested to cancel their order over the phone on 8/7 at 10:04AM. New ******** may be required to go through a 1 time phone verification which can cause a delay in shipment. This is an additional step taken to ensure all of our ********'s information is safe and secure. Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. We take our customers' security very seriously and our phone calls are an important part of that process. We truly apologize about the inconvenience, if you have any additional questions or concerns, please feel free to contact us at ******* @cardpool.com.

9/7/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Cardpool sent $5 off codes, I used codes to pay for Walmart Gift Cards, MasterCard confirms payment 2 days earlier, Cardpool fails to send Gift Cards 13 July 2015 at 8:58 PM CDT, received email from Cardpool stating I earned a $5 Rewards Code for referring a friend to Cardpool. 17 July 2015 at 4:17 AM CDT, completed an online order using Rewards Code to pay for $35 (face value) Walmart Gift Card where Cardpool's sale price was 3% off face value. Prior to applying Rewards Code, subtotal was $33.95 - and after applying Rewards Code total was $28.95 USD. Details (noted above) confirmed by following email from Cardpool received 17 July 2015 at 4:17 AM CDT... From: Cardpool <******@cardpool.com> To: ****************@yahoo.com Date: Sat, 18 Jul 2015 04:17:06 AM CDT Subject: Cardpool Order Confirmation (Order #XXXXXXX) Hi *****, Thanks for your order! You saved 17.3% off your order by buying $35.00 in items for only $33.95. We'll typically email you with your electronic or mobile gift cards within 1 business day. In some cases we may ask for additional verification and your order will remain pending until we receive all the necessary documentation requested. During peak holiday periods, please allow 1 additional business day for processing transactions and also consider the USPS holiday delivery schedule. Your order number is #XXXXXXX and you have been billed for the amount of $28.95. You ordered the following items: 1. $35.00 Walmart Electronic Gift Card, sold at a 3% discount for $33.95. Note: This is a Printable Electronic Gift Card that can be used at any Walmart location. You recieved these additional discounts: Promo Code (BE896EFXXXXXXXEA): $5.00 off your order. If you have any questions, please do not hesitate to contact us at *******@cardpool.com. Thanks and have a great day! The Cardpool Team http://www.cardpool.com ...and 18 July 2015 at 4:18 AM CDT, I received an email notification from MasterCard that CARDPOOL INC, SAN FRANCISCO CA was paid $28.95 USD as noted below: Original Message Sent: Saturday, July 18, XXXX X:XX AM Subject: Receipt for your MasterCardï���® purchase at CARDPOOL INC,SAN FRANCISCO,CA, for $28.95 USD You paid CARDPOOL INC,SAN FRANCISCO,CA, $28.95 USD. Today, 20 July 2015 I received the following email from Cardpool... From: Cardpool <******@cardpool.com> To: ****************@yahoo.com Date: Mon, 20 Jul 2015 11:37:11 AM CDT Subject: Cardpool Order #XXXXXXX Refund Dear *****, We are sorry for the inconvenience with your order. We wanted to let you know that we've issued a refund in the amount of $28.95, which you should see reflected in your credit card statement and/or Cardpool gift card balance within a few business days. We apologize for the inconvenience this has caused. Please email us at *******@cardpool.com if you have any further inquiries. Best regards, Cardpool.com CARDPOOL WAS PAID IMMEDIATELY AND SUBSEQUENTLY HAS BEEN USING MY MONEY FOR NOT LESS THAN 2-1/2 CALENDAR DAYS, AND PERHAPS OVER 7 CALENDAR DAYS BEFORE I RECEIVE A REFUND. I DID NOT REQUEST A REFUND AND I UNEQUIVOCALLY REJECT THEIR "NO EXPLANATION" OF WHY A REFUND IS BEING ISSUED. CARDPOOL HAS NO PHONE NUMBER TO CONTACT IN THIS REGARD. THEY DO, HOWEVER, HAVE A PHONE NUMBER FOR CREDIT CARD VERIFICATION PURPOSES - A PHONE NUMBER I WAS REQUIRED TO CONTACT REGARDING REGARDING A PRIOR PURCHASE, WHERE UPON COMPLETION OF THE PHONE VERIFICATION PROCESS A SUPERVISOR FOR CARDPOOL STATED I WOULD NOT HAVE TO PROVIDE PHONE VERIFICATION AGAIN. THE ABOVE PURCHASE WAS COMPLETED AS STATED (hereinabove) AN I DID NOT RECEIVE ANY COMMUNICATION (via email or phone) FROM CARDPOOL STATING PHONE VERIFICATION WAS REQUIRED. THE ONLY COMMUNICATION I RECEIVED FROM CARDPOOL WAS VIA EMAIL (as noted above) STATING THEY WERE REFUNDING MY PURCHASE.

Desired Settlement: THERE ARE MANY SCAMMING COMPANIES ON THE INTERNET OFFERING GOODS AND OR SERVICES THAT TAKE CONSUMER MONEY, OFTEN VIA CREDIT OR DEBIT CARD, USE IT FOR SEVERAL DAYS, OFTEN OFFSETTING BUSINESS-RELATED COSTS, EVENTUALLY REFUNDING THE CONSUMER AFTER USING THEIR MONEY. CARPOOL WAS PAID, DELIVER MY $35 WALMART GIFT CARD.

Business Response: Initial Business Response /* (1000, 5, 2015/08/05) */ This ********'s account has been closed by our risk department, so were not able to accept these orders. Full refunds were issued promptly and will be reflected in the ********'s statement within a few business days. Per our policy, our ******** ******* team prioritizes only those requests from customers whose accounts remain in good standing. If there are any further concerns, please feel free to write us. Initial Consumer Rebuttal /* (3000, 7, 2015/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company continues to FRAUDULENTLY represent the facts. My account was active at the time of purchase and remain active to this day. To confirm same, I have uploaded a screen shot image of my Cardpool Account, obtained using FastStone Capture 5.3 (screen shot image capturing software)... ******************************************* ...captured on 2015-AUGUST-06 at 12:19:31 PM CDT and uploaded to www.tinypic.com at approximately 12:23 PM CDT. As previously stated in my complaint, Cardpool sent $5 off codes, I used codes to pay for Walmart Gift Cards, MasterCard confirms payment 2 days earlier, Cardpool fails to send Gift Cards 13 July 2015 at 8:58 PM CDT, received email from Cardpool stating I earned a $5 Rewards Code for referring a friend to Cardpool. 17 July 2015 at 4:17 AM CDT, completed an online order using Rewards Code to pay for $35 (face value) Walmart Gift Card where Cardpool's sale price was 3% off face value. Prior to applying Rewards Code, subtotal was $33.95 - and after applying Rewards Code total was $28.95 USD. CARDPOOL INC. of SAN FRANCISCO CALIFORNIA was PAID and DID NOT honor the transaction. To suggest they were "not able to accept my orders" because my account has been closed by their risk department only serves to further perpetuate FRAUD. To this date my account remains open as confirmed by the screen shot image noted above - where the image also shows an abbreviation of the BBB website (https://gold...510/c/zXXXXX is fully visible) to which this response is being submitted by me on 2015 August 6th at 12:40 PM CDT. CARDPOOL INC. of SAN FRANCISCO CALIFORNIA has committed FRAUD and MUST BE HELD ACCOUNTABLE. I DEMAND RECEIPT OF THE GIFT CARD(s) PAID FOR USING THE $5 CODE(s) PROVIDED TO ME BY CARDPOOL INC. of SAN FRANCISCO CALIFORNIA (as noted in my original complaint submitted to the Better Business Bureau of San Francisco). Final Business Response /* (4000, 11, 2015/08/24) */ This and other accounts have been closed for not complying with the guidelines of the referral program. In our terms it states " The Referred ******** was not previously registered with the Service under any email address or alias;". We apologize about the inconvienance but we cannot honor those purchases that are made without meeting the qualifications of the program. Please feel free to read more at http://refer.cardpool.com/terms-and-conditions/XXXXXXXXXe29cceXXXXXXXXX#res. If you have any additional questions or concerns, please feel free to reach us if you have any additional questions at *******@cardpool.com.

9/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Requested an e-card, paid for it, DID NOT RECEIVE IT. There's no number to call anyone to speak to, emailed 5 times, all I get is automated reply. Requested an e-card, paid for it, Order #XXXXXXXX DID NOT RECEIVE IT. There's no number to call anyone to speak to, emailed 5 times, all I get is automated reply.

Desired Settlement: I want this business closed, they are scammers

Business Response: Initial Business Response /* (1000, 5, 2015/08/18) */ According to our records your order was placed on July 31 and your electronic gift card was shipped on August 1 which is within 1 business day. We replied to all of your email concerns in a timely manner, sometimes our notification emails are routed to spam folders; you may want to add the email address *******@cardpool.com to your address list if this is the case. In order to provide a better ******* experience for our customers, we've recently moved our ******* center to the web and don't currently have a ******** service phone number. If you have any questions or concerns please feel free to contact us at *******@cardpool.com. Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) This idiots blocked my card it was not useful at all. I couldn't use it. Final Consumer Response /* (2000, 11, 2015/09/02) */ 9-2-15 Sent via email to consumer: Good afternoon, I am in review of your complaint. Has your issue with Cardpool.com been resolved? Kind regards, ************, Dispute Resolution Specialist ******************************************* 9-2-15 Sent via email from consumer: ********* <*********@gmail.com> Yes Final Business Response /* (4000, 9, 2015/09/02) */ We truly apologize about the issues you had. We have investigated this issue and we have issued a refund to the ******** on 8/5. They should have received an email containing the details of their refund. If you have any additional questions or concerns, please contact us at *******@cardpool.com.

9/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Non-working gift cards, dishonest hidden refund disclaimer. I purchased 3 electronic gift cards from Cardpool.com, which touts a "Guarantee" that "If you are not satisfied with your Cardpool purchase for any reason, you may return your unused gift card for a full refund". One of the 3 cards was rejected by Target as illegitimate. I now see that in tiny light grey letters on a white background, Cardpool adds the following disclaimer to its "Guarantee": "Return policy does not apply to electronic gift cards or mobile gift cards due to the nature of the program." This is dishonest. If Cardpool does not refund electronic card purchases, the policy should be posted in the same large black type as the so-called "Guarantee". I attempted to use the other 2 working gift cards but Target, after initially accepting them, cancelled my order, perhaps due to the taint of fraud now associated with my account due to my attempts to get the fake card Cardpool sent me to work. I now have no use for any of the cards I purchased from Cardpool, Target will not allow me to use any of the 3.

Desired Settlement: A full refund of order # XXXXXXXX.

Business Response: Initial Business Response /* (1000, 5, 2015/09/01) */ Thanks so much for bringing this issue to our attention. We truly apologize about the problems and inconvenience you experienced with the Target gift cards. You should have received an email from us earlier containing details about a refund for your order. We'd also like to make it up to you by offering you a Cardpool gift card that can be applied to your next gift card purchase. Please be on the lookout for an email containing the gift code! If you have any questions or concerns please feel free to contact us at *******@cardpool.com. Initial Consumer Rebuttal /* (2000, 7, 2015/09/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Company has provided a refund and apology. This fully resolves the complaint.

8/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cardpool.com has not followed through with the agreement to refund $860.00 for gift cards having a value totaling $1000.00. The company has not communicated with consumer regarding the issue.

Desired Settlement: Would like a refund of $860.00

Business Response: Initial Business Response /* (1000, 5, 2015/08/13) */ On August 2nd check payment for transaction #XXXXXXXX was sent. The check are sent via USPS First Class mail, which USPS estimates will take 3-7 business days to reach its final destination. The check for transaction #XXXXXXXX was cashed in on August 10th. Again, we're sorry for the delay, if there are any further questions or concerns, please feel free to write us.

8/28/2015 Problems with Product/Service
8/25/2015 Problems with Product/Service
8/25/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Charged credit card despite order being cancelled during "Verification" phone call. No credit pending or processed per my cc company. On 7/31 at 2:15pm CST I ordered a Red Lobster e-gift card for $29.05. Having ordered from cardpool in the past I had already been thru the first-time-buyer verification process. Despite this, at 4:15 I received an email saying they had tried to call me for verification (which my phone logs show is untrue). I called them back at 4:25pm and was told that even with verification, I would not receive the ecard for 24-48 hours. I cancelled the order while still on the phone with the agent and was told I would receive an email confirming that the order had been canceled. I received no email at all from them. On 8/5, 8:30am CST I discovered a $29.05 charge on my credit card from Cardpool.com. I emailed their ******* outlining what had happened and why they had charged me if the order had not completed verification. The response I got was "Your credit was charged at the time, the order was initiated" (sic) They say it was already refunded to me, but according to my credit card company, no refund has been posted or is pending from them. I requested a transaction number for the credit card refund to have my cc company look it up, and the number Cardpool.com gave me (XXXXXXXXXX) is an invalid credit card transaction number according to my cc company. So the verification process is a scam, since they don't wait to run your card until they've verified it is legitimate. And the refund info they provided was false. In addition, when I log into the cardpool.com account, it shows no transactions in my account other than the first one I made back in January. It does not show a purchase and a return - nothing at all.

Desired Settlement: I want a refund, and I also think if the company is going to delay the purchase due to their verification step, they should be required NOT to run the credit card charge until after that verification is done. Otherwise what is the point? They have not protected the card holder, they have just gotten themselves a short term interest free loan from the card holder. One $29.05 week-long loan doesn't seem like much, but if this is their business practice, they are likely doing this to thousands of purchases each week, and that adds up to a lot.

Business Response: Initial Business Response /* (1000, 6, 2015/08/23) */ According to our records, there were changes made to your account which called for additional verification. This is an additional step taken to ensure all of our ********'s information is safe and secure. Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. We take our customers' security very seriously and our phone calls are an important part of that process. It appears the ******** placed an order on 7/31 and on the same day they requested to cancel their order. After the charge was settled we were able to issue a full refund to the ******** on 8/2. The refund will take a few business days to appear on their credit card statement. The exact timeframe depends on the bank or credit card company's processes. The ******** should have received their refund by now. If you have any questions or concerns, please don't hesitate to contact us at *******@cardpool.com. Initial Consumer Rebuttal /* (2000, 8, 2015/08/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did receive the refund, but I maintain that if they needed to take additional verification steps, which were not completed, I never should have been charged to begin with. If they couldn't verify the credit card purchase why did they charge me. And if they were going to charge me, then why require the verification step prior to providing the item that was to have been purchased? Their logic is illogical to say the least.

8/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: One card don't work and cardpool don't return my calls One card don't work and cardpool don't return my calls.My order number is XXXXXXX .I placed order July 02, 2015 and recieved two cards july 9, 2015 ;; One card (********) doesn't work, I tried at two different WALGREEN stores,,i charged it to my VISA card, I paid $47.45 and the value of the card is %5273..The return address where they came from is PROCESSING CENTER, *********************************A XXXXX I don't feel right sending it to that address without permission from the ******* office,,,,,thank you **** ***** XXX-XXX-XXXX

Desired Settlement: I would like a credit to my visa card..

Business Response: Initial Business Response /* (1000, 5, 2015/08/20) */ The ******** Purchased Walgreens gift cards on 7/2/15. On 8/14 the ******** requested a refund for her order, which we are more than happy to honor per our 100 day guarantee. Per our policy in order to get the refund the ******** must ship the cards back to our processing center and upon receipt we will issue a full refund. We will fully investigate the issue once we receive the cards . Currently all of our ******** ******* is online and the only call representatives is in our verification center and they do not have access to all ******** info and therefore cannot assist customers with their orders. We apologize for the inconvienance and we hope the refund will rectify the issue. We value each and every ******** and look forward to your future business with Cardpool.If you have any additional questions or concerns, please feel free to email us at *******@cardpool.com. Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */ 8-24-15 Sent via email from consumer: **** ***** <*********@gmail.com> the problem i had with a purchase THROUGH AMAZON has been refuned by amazon,, thank you **** *****

8/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Gift card purchased but does not work - reads as invalid. Company has ignored several emails requesting resolution. I placed order #XXXXXXX on July 4, 2015. The order included two $50 Land's End electronic gift cards for a total of $90 ($45 paid for each gift card). My credit card was charge $90 for this transaction (posted to my account July 4), and I received an email with two electronic gift card numbers and pins the same day. When I tried to use the gift cards on the Lands End website on July 4, only one card worked. The other gift card is invalid. (The invalid card information is: $50.00 Land's End Electronic Gift Card Number: XXXXXXXXXXXXXXXX, Pin: 4520) I immediately (on July 4) contacted Cardpool about this problem and received an automated message telling me someone would contact me within 1 business day. I have heard nothing from them since. I have emailed them again about this issue on July 22, July 29, and August 2. I have received no response.

Desired Settlement: I would like a refund for the amount I paid for the invalid gift card: $45 refund for the $50 gift card that does not work.

Business Response: Initial Business Response /* (1000, 5, 2015/08/18) */ We apologize for the inconvenience. It appears your Lands End card ending in ***** had a typo. We received all of your concerned emails and replied back in a timely manner on July 7, July 22, July 29, and August 3. We also provided a screenshot of the email ******* conversation. Sometimes our notification emails are routed to spam folders; you may want to add the email address *******@cardpool.com to your address list if this is the case. If you have any questions or concerns please feel free to contact us at *******@cardpool.com. Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) After several more days of hassling with the company, including giving them other email addresses and my phone number to try to resolve this issue, I did finally receive the correct gift card number sent to the original email address that they accused me of having repeatedly lost their responses from. For the record, I do check my spam folder daily and did not miss any emails from them. Their promotional emails came through to that account several times a day, so I doubt very much that they emailed me several times to resolve this. The company does not have a phone number so customers can never actually speak to a real person. This was a very simple issue to fix - I just needed the correct gift card number. If I had been able to call the company, this would have been fixed in a matter of minutes. Instead, it took nearly two months and filing a complaint with the BBB to get a response! Too much headache for me. I won't be using this company again nor would I recommend it to anyone.

8/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cardpool.com: sold me a fraudulent card. It took 8 days &15 emails to get my credit. Cardpool.com: sold me a fraudulent card. It took 8 days &15 emails to get my credit. (They do not have a phone #. Yes, I Googled the CEO, CFO, parent company... It's the only thing they're really good at: hiding their phone ‪#‎s‬.) I finally got my credit card credit after turning down their offer of a cardpool.com card. Why would I want to continue to do business with them? And now all I want to do is unsubscribe from cardpool.com. I get several emails a day. Their unsubscribe link goes nowhere. I should have known not to purchase anything from them when I saw they had a page entitled "Is Cardpool a scam?"

Desired Settlement: I finally got the credit I wanted. What I want now if for them to stop sending me emails with cards to buy.

Business Response: Initial Business Response /* (1000, 5, 2015/08/03) */ It is unfortunate that the ******** received a fraudulent card. We issued the ******** a full refund and offered them a Cardpool gift card for the inconvenience. Refunds typically take up to 10 business to appear on your statement and it is all dependent on their financial institution. We recently moved our ******* center online to create a better experience for our customers. We have gone ahead and unsubscribed the ******** from our mailing list. Cardpool is not a scam, We are an accredited BBB business with an A rating, that is reserved for businesses that conduct themselves with the utmost of integrity. We've been covered extensively by leading media and news outlets including Today Show, Rachel Ray Show, InStyle, Kiplinger, The Motley Fool, Clark Howard, The New York Times, The Wall Street Journal and much more. We understand the ******** is upset with our service and we wish to do more business with the ********. If the ******** has any questions or concerns please feel free to contact us at *******@cardpool.com.

8/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was told my card balance was zero one day after giving all the information for my Home Depot card online. The card was for 133.37. I was given a comfiemation email for my quote of the transaction. Then I was later told my balance was zero. The card was spend on 7/16/2015 in Nevada. I live in Washington and this is the only company that had my card information. The transaction number was XXXXXXX. My Home Depot card number is XXXX XXXXXX XXXXXX XXXXXXX pin ****. I reported to Home Depot on the phone and they said they would call me on Tuesday July the 21st. This company has done this to several customers I found it on a scam website.

Desired Settlement: I would like to be paid the money they promised me for my electronic gift card. 104.03

Business Response: Initial Business Response /* (1000, 5, 2015/08/04) */ Thank you for bringing this to our attention. We take our customers' security and privacy very seriously. We have escalated this issue to our risk assessment team and they have opened a full investigation. Once we receive more information we will contact the ********. We apologize for the inconvenience this has caused. If you have any questions or concerns, please don't hesitate to contact us at *******@cardpool.com.

8/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I haven't had my product delivered as promised. On 7/3/2015, I purchased two $25 dollar AMC electronic gift cards for $40.74. They were on order number #XXXXXXX. They promised to deliver them within 24 hours. I still have not received the order to my email. I have emailed there ******** ******* twice and haven't gotten a reply back. I attempted to call them, but was confused as to if it was the right place, as it didn't identify the company and only said to leave a message. I have purchased with them several times before and have never had this problem.

Desired Settlement: I would like the products emailed to me, or if not a refund.

Business Response: Initial Business Response /* (1000, 8, 2015/08/03) */ According to our records the ******** placed an order for physical gift cards and not electronic gift cards. We ship all of our orders via USPS First Class mail, which is estimated to take 3-7 business days. While USPS provides this estimate, they do not guarantee delivery within that time frame and we've been informed that mail can sometimes take up to 3 weeks to deliver if it is misrouted or has to be returned to the sender. If you still haven't received the cards in this time period, please do let us know and we will cancel the gift cards and refund the charge for the order. You shouldn't have to pay for something you never receive! We're sorry for the inconvenience. We rely on USPS to handle all our shipping and wish we could give you a more specific delivery time frame! We recently moved our ******* center online, if you have any further questions or concerns, please email us at *******@cardpool.com.

8/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Missing E-Gift Card. I placed Order #XXXXXXXX - Ordered on Jul 30, 2015 and did not receive a response or the E Gift Card. There appears no way to contact the company. I have had a loss of time, value & quality.

Desired Settlement: Please expedite delivery and consider addressing the bumbled Internet transaction that also had a domino effect.

Business Response: Initial Business Response /* (1000, 5, 2015/08/17) */ Due to the ********'s new user status, they must complete the one time verification process. This is an additional step taken to ensure all of our ********'s information is safe and secure. Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. We take our customers' security very seriously and our phone calls are an important part of that process. Because the ******** had to completed the verification process, it delayed his order. He did receive his order and we have confirmed the gift cards have been used. We have the following statement to on our website "In some cases we may ask for additional verification and your order will remain pending until we receive all the necessary information requested."If you have any additional questions or concerns, please feel free to contact us at *******@cardpool.com.

8/14/2015 Delivery Issues
8/10/2015 Problems with Product/Service
8/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cardpool.com does not "undubscribe" from their emails and spam. I have followed their online instructions to "unsubscribe" with no success. Cannot "unsubscribe", On Twitter many people cannot unsubscribe.

Desired Settlement: STOP sending email. Unsubscribe and purge my e-mail address from cardpool records.

Business Response: Initial Business Response /* (1000, 5, 2015/07/21) */ We apologize for the inconvenience this has caused. We've gone ahead and unsubscribed you from our mailing list and no further action will be required. Per your request, we have also removed your account from our system. If you have any other questions or concerns, please feel welcome to contact us at *******@cardpool.com anytime.

8/4/2015 Problems with Product/Service
8/3/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I went online to sell my Walmart gift cards. I filled out the information acquired and submit them. On 2 June I received an email that my money was sent out and should receive in 3 to 7 days. On the 9th I did not receive my money emailed to confirm. But on the 10th still did not receive it so I asked how it was sent and was told first class mail and certified. From then on I have been asking for the certified number so it take be track. I have been there is none and then told $500.00 is sent track certified. To date I believe I am now been lied to and given the round around big time.I have all the emails to show want was said and can forward to you if need be. Product_Or_Service: sell walmart git cards Account_Number: XXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I wish the payment of $500.00 sent to me ASASP. Their is no other resolution. Because all I asked for is the certified number so I can track what they sent if they sent it.

Business Response: Initial Business Response /* (1000, 6, 2015/07/01) */ We appreciate the ******** notifying us of this issue, and we truly apologize for the delay in receiving the payments. On June 25th, we issued a new check to the ********'s address for transaction #XXXXXX. On July 1st, we issued the remaining 2 checks from transactions #XXXXXXX and #XXXXXXX to the ********'s address. Our payments are mailed directly by our bank with Wells Fargo and sent via USPS First Class mail. Typically, this kind of mail requires 3-7 business days for delivery. Again, we're sorry for the delay, and we encourage the ******** to stay in touch with our ******* team (*******@cardpool.com) if they encounters any difficulty receiving the new payment. If there are any further questions or concerns, please feel free to write us. Initial Consumer Rebuttal /* (3000, 8, 2015/07/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because I sent them three cards and was only paid for one. The check I did receive was sent ed from CA. They really do not know what they are doing or do they care. I what they rest of my money ASAP. I what to be done with this. Final Business Response /* (4000, 12, 2015/07/21) */ On July 1st check payments for transaction #XXXXXXX and #XXXXXXX were sent. The checks are sent via USPS First Class mail, which USPS estimates will take 3-7 business days to reach its final destination. Both checks for #XXXXXXX and #XXXXXXX were cash in on July 9. Again, we're sorry for the delay, if there are any further questions or concerns, please feel free to write us.

7/28/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: 3 orders not received Orders XXXXXXX XXXXXXX XXXXXXX Received gift codes on 6/20. However did not receive pin numbers. Several emails sent to Cardpool have proven to be useless as they do not respond and have no number to call them to resolve.

Desired Settlement: At this point do refund. They are inept

Business Response: Initial Business Response /* (1000, 5, 2015/07/10) */ We have a queue system, our ******* email are answered in order we receive them, the ******** send multiple emails, thus moving their request down to the bottom of our queue. We contacted the ******** on June 24th informing them a refund has been issued and their orders have been cancelled. We followed through with this order and we now consider this to be closed. If there is anything else we can assist you with, please contact our ******* team at *******@cardpool.com.

7/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Monies taken from my bank account-Failure to deliver product. False advertising, finish the job, infringement of my personal information. I purchased 2 gift cards on 6-18 they took the monies out of my account 6-19. I still have not received the gift certificate as of today's date. Verification code-XXXXXXXX. They called me today X-XX-XX wanting to know if my credit card was still open, my banks ******** service # and a neighbors address. None of this information should be of any relevant or necessary since they already took the funds out of my account on 6-19-15. This seems like a poor business practice and an infringement of my neighbor's information and my personal information. Address for the company in which I am filing my complaint.. *************************************************A XXXXX (XXX) XXX-XXXX ************************** XXXXX Processing Center – Packages

Desired Settlement: WWW.cardpool.com Re: Verification code-XXXXXXXX Address for the company in which I am filing my complaint. Cardpool, Inc. **** ****** St, ***** *********** CA XXXXX PO BOX ***** *********** CA XXXXX Processing Center – Packages (XXX) XXX-XXXX I purchased 2 gift cards on X-XX-XX they took the monies out of my account 6-19-15. I still have not received the gift certificate as of today's date. They called me today X-XX-XX wanting to know if my credit card was still open, my banks ******** service # and a neighbor’s address. None of this information should be relevant or necessary since they already took the funds out of my account on 6-19-15. This seems like a poor business practice and an infringement of my neighbor’s information and my personal and confidential information. Cardpool has failed to deliver my product. They have in The company has falsely advertised by committing to hassle-free gift cards. They have a guarantee program to give our customers the ultimate peace of mind, simple, safe, and convenient way of buying this has not been my experience. Please contact the business; they need to finish the job. In my opinion they need to discontinue their advertised claim, refund in full if the product is not received today by 3 p.m.

Business Response: Initial Business Response /* (1000, 5, 2015/07/06) */ The ******** placed an order with us on June 18. We called the ******** for verification and left an email on June 19. We were able to get in touch with the ******** on June 21 for a phone verification. Soon after the verification their order was processed and delivered via email. This is an additional step taken to ensure all of our ********'s information is safe and secure. Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. We take our customers' security very seriously and our phone calls are an important part of that process. If you have any questions or concerns, please don't hesitate to contact us at *******@cardpool.com.

7/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cancelled order 3 days after placing it with no explanation other than I was a security risk. There was no basis for this and no attempt to verify me I received an out of the blue email for order XXXXXXX that it was being cancelled without explanation. The inquired why and recieved an email from an agent that they don't service internaitonal customers. I'm in Washington, DC - that's not internationally, I told her. She then replied that their "risk assessment team" has determined they couldn't accept this order, without further explanation. I wrote back and asked for further explanation and was told they couldn't provide that. First they say it's because I'm international - which I'm not, then they just hide behind a proprietary risk assessment mumbo-jumbo. It's nonsense and I deserve a reason why they are refusing to accept my order. On their website, they claim that some orders may be subjected to additional verification - why was I not entitled to that before cancelling my order? The item was purchased on my credit card registered to my home address and phone number. It makes me wonder if they simply consider all buyers in my area a security risk - for reasons that would quite concerning. There is no other reason I can think of, other than my location, that they would consider me a risk.

Desired Settlement: I would like a true and full explanation on why this order was cancelled or I would like it fulfilled.

Business Response: Initial Business Response /* (1000, 5, 2015/07/01) */ According to our records you order was not placed from Washington DC and flagged an International order. We are not able to accept International orders at this time. Unfortunately due to the nature of our business, we do not currently disclose the parameters of our risk assessment. We apologize for any inconvenience this may cause and hope you can appreciate the security measures we take in order to protect our customers. If you have any further questions please feel free to contact us at *******@cardpool.com. Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, the order was placed from Washington, DC - it is not an international location, at least in the opinion of most experts. So this answer failed to address the two key points - 1) why they continue to use the international excuse, when it is inaccurate. - 1b) Even if they do believe it was placed internationally, which is hard to believe, the shipping address and credit card are both in the United States. The CC is registered to me, it is located at the same address as the shipping address, and it was approved by the bank as a legitimate charge. 2) They did not respond as to why secondary screening was not engaged. The company acknowledges that some orders do require secondary screening when deemed suspicious. If they did believe this was an international or suspicious order, they should have declined it immediately or investigated by doing their secondary screening. To sit on it for 3 days after being approved by them and the credit card company, then cancel it for no legitimate reason and with no investigation, still seems like regional profiling to me. It appears that this was declined on a subjective decision made by a company representative, and they are using this proprietary risk assessment excuse to get out of disclosing their mistake. It serves as a blanket statement to cover up the fact that they do not have an objective, transparent system in place for evaluating orders. I ask the BBB to push for a more thorough and truthful answer to this to ensure all customers are treated fairly and without profile or other forms of unfair business practices. Final Business Response /* (4000, 9, 2015/07/21) */ Our system has flagged this order as International. Our system takes into account many security factors beyond a shipping address and credit card information. A secondary screening becomes unnecessary when the initial screening has been deemed International and unacceptable. This order was rejected immediately and the refund process soon followed. Again, we apologize for any inconvenience this may cause and hope you can appreciate the security measures we take in order to protect our customers from hackers, fraudsters, security breaches. If you have any further questions please feel free to contact us at *******@cardpool.com. Final Consumer Response /* (4200, 11, 2015/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company has still have not answered the complaint, but it's not worth continuing to challenge this. It is never a good thing when an organization declines services based on blind profiling. Hopefully the company will examine and improve its practices and policies for future customers.

7/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Lack of deliver and response for electronic gift card Electronic gift card has not arrived after 2 business days. Other areas of ******* are a complete joke.

Desired Settlement: I need the card now. Since ******* is so awful, the BBB is the only way I can contact the company.

Business Response: Initial Business Response /* (1000, 5, 2015/07/21) */ According to our records the account was under the name *** *** When we called for verification a ****** *** picked up, we advised ****** to have the account holder call us back to complete the verification. In order to prevent identity and credit card theft, we sometimes require a one-time verification process for accounts. The following day we received an email from the account holder to cancel the order. We have refunded the ******** on July 8, and funds should be reflected into their account at this time. If you have any questions or concerns, please don't hesitate to contact us at *******@cardpool.com. Initial Consumer Rebuttal /* (2000, 7, 2015/07/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Charging credit card, not sending certificate via email July 4, 2015 Order for 2 gift cards was placed on cardpool.com website and credit card was immediately charged and posted to credit card account. July 6, 2015 I receive a verification telephone call and was told I would receive email containing gift cards by close of business that day. July 7 I contacted company and was told that email containing gift cards was scheduled to be sent by 7pm that day. July 8 I receive email stating their assessment team determined I would not receive the gift cards and a refund would be processed. Would be glad to forward you the emails.

Desired Settlement: Immediate refund, as quickly as credit card was charged

Business Response: Initial Business Response /* (1000, 8, 2015/07/21) */ According to our records you order was flagged an International order. We are not able to accept International orders at this time. Unfortunately due to the nature of our business, we do not currently disclose the parameters of our risk assessment. We apologize for any inconvenience this may cause and hope you can appreciate the security measures we take in order to protect our customers. If you have any further questions please feel free to contact us at *******@cardpool.com. Initial Consumer Rebuttal /* (3000, 10, 2015/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The credit card was CHARGED/POSTED not pending the same day order was placed. If the order was "flagged" an International order and you "are not able to accept International orders at this time" the credit card should have never been charged. FYI: Puerto Rico is a U.S. territory! I find your business practices deceiving, irresponsible and bordering on fraudulent. While the credit was issued it was not issued in the timely manner (same day) as it was charged.

7/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Charge but not deliver on time, can't get hold from the ******** service department at all! potionally fraud. The 1st time is not bad they delivered the card fast, however, the second time after one day I still don't see my card. When I try to contact the ******* team about this, I find out they do not give you any confirmation if you submit online, which is really odd for any type of ecommerce. If I still don't heard from them by 3 pm pacific time, I have no choice but file a claim through my Credit Card company as fraud. buyers be aware!

Desired Settlement: refund and provide feed back

Business Response: Initial Business Response /* (1000, 8, 2015/07/06) */ The ******** placed an order with us on June 17. We called the ******** for verification and left a message on June 18. This is an additional step taken to ensure all of our ********'s information is safe and secure. Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. We take our customers' security very seriously and our phone calls are an important part of that process. On June 25, after 5 days of no response from the ******** we cancelled their order and issued them a full refund which should be reflected in their account. If you have any questions or concerns, please don't hesitate to contact us at *******@cardpool.com.

7/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sold a gift card online to cardpool.com and never received anything. they don't even have humans to answer the 800 number when you call. On may 19th I sold cardpool.com a 200.00 gift card for Victoria secrets and was suppose to get 144.oo in return. I gave the card number and pin then received a confirmation number of XXXXXXX. The following day I received another email from them saying the gift card had a zero balance and they could not process anything. cardpool claims that the card was used at a victoria secret store to buy another gift card.. they provided me with the store number of XXXXX and it was also used on may 19th, the same day I sold them the gift card. I live in ****** **** and that store is located in ****************... makes no sense I keep emailing cardpool.com because they don't have humans answering phones to resolve this issue

Desired Settlement: I would just like to have my 200.00 returned either via gift card or check

Business Response: Initial Business Response /* (1000, 8, 2015/06/13) */ In order to provide a better ******* experience for our customers, we've recently moved our ******* center to the web. On May 19 the ******** sold us an electronic $200.00 Victoria Secret's gift card. During the verification process on May 20 we detected a zero balance and informed the ******** of our findings via email. After further investigation with Victoria Secret's it appears the card was used on May 19 for its full value at Victoria Secret's store #XXXXX located in Las Vegas, NV. The ******** brought up their concern on May 21 and our ******* team was able to get back to them in the same day. Our ********'s are very important to us and we feel as though communicating with them along the way of their transaction is every important. We highly recommend the ******** contact a Victoria Secret's representative who will be able to fully provide all the details and transaction history of the gift card. We would be more than happy to provide any additional information we may have obtained to ensure this gets resolved. Please feel free to contact us at *******@cardpool.com. Initial Consumer Rebuttal /* (3000, 10, 2015/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not because I live in ****** **** and have never been to las vegas. Victoria secret claims the gift card was used in the store to purchase another gift card. The gift card had a balance of 200.00 at the time I sold it to card pool, then coincidently I receive a email that there was nothing on the card after they gave me my transaction number Final Business Response /* (4000, 12, 2015/07/01) */ According to our system the ******** electronically sent us an Victoria's Secret gift card code to be sold for cash. Upon processing the transaction, we detected a zero balance on the gift card code. After further investigation with Victoria's Secret it appears the gift card was used on May 19 for its full value at Victoria's Secret store #XXXXX located in Las Vegas, NV. The ******** sent us an electronic Victoria's Secret gift card code which can only be only used online and not a physical gift card which can be used both online and in-store. During the entire transaction process we were never in possession of the physical Victoria's Secret gift card. If you have any further questions please feel free to contact us at *******@cardpool.com. Final Consumer Response /* (4200, 14, 2015/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, how would I use the gift card in another state on the same day I sold it to this company I completed the form on the cardpool website and provided the gift card number and pin to cardpool. I checked the balance prior to selling it to this company. If the gift card was only to be used online only< then how was it phycically, then how is cardpool saying it was used in a store in another state. When I spoke to Victoria secrets, they think I was scammed by cardpool. This just does not make any sense at all Cardpool is claiming Victoria secret is stating it was used in store And cardpool was givin the gift card number and pin The card had 200 dollars on it, and I really would just like the money back.. I learned to never do gift card sales on the internet

7/15/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: unable to verify purchase amount. Can't get company to respond June 11, agreed to purchased $2300 worth of Home Depot cards for approx $2115. Before I finished entering my credit card info for payment, a message appeared saying some of the cards I wanted were already sold. Message didn't say if I needed to find more cards to make up the difference or if cardpool was doing that. Credit card statement shows purchase from cardpool for $2115.51. That was the full original amount. Same day, I tried calling 2 separate numbers for cardpool help. I left my name and number on both. Sent email too. Response from email didn't tell me if I needed to purchase more. Never got confirmation email so I don't have an order number. Rep (in email) said my email address wasn't showing the order. Need a human to research this and let me know what happened and verify how much I purchased. This is time sensitive for a large purchase I have on hold with Home Depot. Company should be more responsive to customers and offer faster resolution. Prefer human calling me, not emails that have to go back and forth with 24 hr wait in between. Poor ******** experience.

Desired Settlement: I want a person to call me on my cell XXX-XXX-XXXX to discuss this entire process. I would like to know how much I purchased. If credit card statement is correct, then why did I get the message that some cards were purchased before I entered my credit card info? Also want to know exactly when the cards will be received. This is time sensitive for an order on hold with Home Depot.

Business Response: Initial Business Response /* (1000, 6, 2015/06/30) */ According to our records, an order was not placed under your account. If you did not receive a confirmation email, then the order did not go through. However, there was pending charge on the card you used for the purchase, but the charge was automatically voided. The charged should have been removed by now. The items in your cart are only reserved once your purchase is completed in the checkout. If an item is very popular, it might be available when you place it in your shopping cart, but sold out once you reach the checkout. If you have any additional questions or concerns, please feel free to contact us at *******@cardpool.com Initial Consumer Rebuttal /* (3000, 8, 2015/07/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) This could have been handled better if: 1. They had shared the above information with me in the email responses they sent prior to me opening a complaint 2. Their FAQs on their site explained the process when gifts cards are sold during the payment process. What is a buyer supposed to do? Additionally, I have a few questions/comments. Why did I have to file a complaint in order to get them to explain their process? Relying on email communication without offering a phone number for ******** service is not the action of a professional company. Having to wait a full day between each questions & response caused me to lose the deal at Home Depot. A phone call could have resolved this in one day. Why not lock in the chosen gift cards for 5 minutes to allow a buyer some time to enter their credit card info? It certainly would be a better ******** experience. I'd appreciate hearing their response to the above. Thank you. Final Business Response /* (4000, 10, 2015/07/14) */ In order to provide a better ******* experience for our customers, we've moved our ******* center to the web. We have a queue system, the ******* tickets are answered in order we receive them. Our gift cards are offered on a first-come, first-served basis so that everybody has an equal chance to get the gift card that they want and no gift card is "reserved" until it is actually paid for. We're sorry for any confusion that you experienced. If you have any additional questions or concerns, please don't hesitate to contact us at *******@cardpool.com. Final Consumer Response /* (4200, 12, 2015/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I wish there was an option for thoroughly disgusted with a company. I've been trying to get a human to respond but continue to get "canned" responses that really don't answer my questions or concerns. I want this to be over but if I choose "Yes" that I accept this business' proposed resolution, it means the BBB will assume that I am completely satisfied with the way the company handled my complaint and the case will be marked "resolved". I don't agree with anything they have done except to refund my money. Their ordering process is flawed. I asked questions about why they did some things and why their FAQs don't address situations like mine. Their response was to send the same "canned" response that says first-come, first-served. They still have not answered what should a person do when some of their selected gift cards are sold out from under their noses while they are in the process of entering credit card info. How is this professional? Shouldn't they somewhere address what to do when this happens? Like in their FAQs??? It happened in less than 90 seconds. Then when I tried to contact ******** service, I was left hanging. I searched online and found two ******** service numbers. I called each one and got a voice message that said to leave my message. I did. No one ever called back. I also submitted an email to their website and had to wait to the next day to get a generic response that said, we have your message and will get back to you. HA! I have asked for a person to actually call me from Cardpool so we can discuss this. NO ONE HAS EVER CALLED and it's been over a month since this started. If I select "NO" for accepting the business' proposed resolution, then it goes back to them. Anyone want to guess what they will do next? My guess is to respond with another canned response. But that's what I'm going to do again. I do not want their BBB review to indicate that all issues have been resolved. THIS ONE HAS NOT. I still have unanswered questions and would still like to actually speak to one of their owners, not a rep who handles the card purchases and sales.

7/15/2015 Problems with Product/Service
7/15/2015 Problems with Product/Service
7/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Money was taken by the company and no products was received (out of stock) and refusal to refund my money. I ordered the product on Saturday, June 27 for $85. After answering questions to verify my identity I was sent an email telling me the product was no longer available. This company takes the consumers money without a product. I have not been credited back my money I have no product. When I called to ask for my refund I was told by the representative,*****, that I could not speak to a manager and he could not refund my money. He told me my only option was to email *******. This company stole my money because they took it, never gave me a product and will not refund my money. This company leads the consumer to believe they are purchasing the product and then our denied that product.

Desired Settlement: I would like to be refunded my money of $85. I would also like an apology from the company for putting me on hold for 25 minutes and not allowing me to speak to a manager. I was first told that the managers were on the phone and then I was told that the managers were all in a meeting. The representative that I spoke with also laughed at me when I asked him to speak to a manager

Business Response: Initial Business Response /* (1000, 5, 2015/07/14) */ The ******** placed an order on 6/27 and the order was cancelled and refunded simultaneously on 6/27 at 2:54pm. Although the refund was issued the same time as the cancellation, it could take up to 7 - 10 business days depending on their bank and when they release the funds. We have yet to hear from the ******** again so we assume she has received her refund. We contacted them informing the refund has been issued and the order has been cancelled. We followed through with this order and we now consider this to be closed. We apologize for the inconvenience this may have caused. If there are any additional questions/concerns, please contact us at *******@cardpool.com.

7/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sold a 100 dollar electronic wal mart gift card, said they would get me a check 3-7 business days its been 3 weeks still nothing. Sold them my 100 dollar wal mart gift card for an 84 dollar check said they sent it June 4th its now June 26th still nothing, the company can take more then 10 percent of what your selling but cant provide a simple tracking number. My big concern is they said it will be a specific time frame and that was not met.

Desired Settlement: Give me a tracking number for the check sent

Business Response: Initial Business Response /* (1000, 5, 2015/07/13) */ The ******** created a transaction on June 4th and was processed and issued payment on the same day. Our checks are shipped directly from our payment center with Wells Fargo in North Carolina. We rely on USPS to handle all our shipping but it looks like they must have made an error delivering your check. After 3 weeks we reissued the ******** a check on June 26. Since then we have not heard from the ******** and consider this case closed. If there is anything else we can assist you with, please contact our ******* team at *******@cardpool.com.

7/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company refunds my orders without any explanation of why or any statement that the order is even canceled. I've placed several orders. The first one they sent me an email, asking me to call them. I was out of the country and replied via email, asking them to wait for a short time. As soon as I came back to the US, I gave them a call and they confirmed my payment info. Days later, they sent me an email giving me a refund. No explanation of why. Fast forward a few weeks and I placed orders for 4 more cards to some shops I frequent. After 3 days, I got an email stating that they had refunded my entire order. No explanation of why. No email stating the order was canceled. Only the email stating the payment was refunded. Placing orders here is a waste of time. I will be searching for another gift card site.

Desired Settlement: Company must be giving reasons for refunding placed orders.

Business Response: Initial Business Response /* (1000, 8, 2015/06/20) */ Due to the ********'s new user status, they must complete the one time verification process. This is an additional step taken to ensure all of our ********'s information is safe and secure. According to our records the ******** was unable to answer our security questions and failed our phone verification. Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. We take our customers' security very seriously and our phone calls are an important part of that process. If you have any additional questions or concerns, please feel free to contact us at ******* @cardpool.com. Initial Consumer Rebuttal /* (3000, 10, 2015/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is the first time they have mentioned the reason of the refund. I received no email or phone call explaining that I had failed the security verification. Besides this, the security questions were quite vague and assuming. The question I failed was about a street I do not even live on that is in the neighborhood of my billing address. I tried to explain that I live outside the country and the billing address is my father's address. Even when I asked my father, he does not know the name of the street. Instead of simply finding other means of verification, they refused to sale to me based on this? That would have been acceptable, if they had at least contacted me explaining that my order was being canceled and I had failed the security verification. Final Business Response /* (4000, 12, 2015/07/10) */ Due to this ********'s new user status they had to complete our one time verification process. We verify the information we have on file for this ******** and the ******** could not provide the correct information. For that reason would could not process this ********'s order was cancelled and refunded immediately. We contacted them informing the refund has been issued and the order has been cancelled. We followed through with this order and we now consider this to be closed. If there is anything else we can assist you with, please contact our ******* team at *******@cardpool.com.

7/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ordered $10,000 in gift cards from CARDPOOL and never received any of them, NO respond to any of my emails. funds have been taken out of my account!! I ordered $10,000 in Lowes gift cards from Cardpool on June 1st. the took the funds out of my checking account within 24 hours and they had stated to me that the gift card will be at my house with in 7 days. their website states that they shipped the gift cards on June 1st but today is June 10th and i still have not received a single gift card. I have attempted to email them over 10 time to provide me with a tracking number or a date of delivery or at least an email or a phone call to let me know where my gift cards are at but I have never received a single email or a call back from anyone!!!! I have notified them that I have not received the gift cards so they can track them down but yet not a single call or concern about my funds or their cards!!!! I have purchased small amounts in the past and not had any major issues except some invalid cards but I had never purchased this large of an amount. I have contractors waiting to start the Job and they are charging me a 10% penalty for all of the delays that Cardpool has caused. I can not believe that they took the total funds out of my account within 24 hours but yet don't feel responsible for at least retiring or explaining why they have not shipped or sent me my gift cards. I also sent them an email to cancel my order and refund my funds back to my account but as usual, I DID NOT get a response!!!!!... i found a phone number on line for them and left them over 9 messages since the number directly goes into a voice mail!!!!.....I would not recommend CARDPOOL to anyone because it seem as they are happy to talk your money and not provide you the services they have promised. at this time I have only a few options left and I hope the prosecutors office can be of some help if I do not get my situation solved within the next few days!!!...... any advise PLEASE HELP!!!!!!

Desired Settlement: I EITHER WANT MY FUNDS OF $10,000 REFUNDED TO MY ACCOUNT ASAP OR MY LOWES GIFT CARDS DELIVERED TO ME ASAP!!! I WOULD ALSO LIKE TO SEE SOME TYPE OF GOVERNMENT INVOLVEMENT IN MAKING SURE COMPANIES SUCH AS THIS DO NOT TAKE MONEY FORM CUSTOMERS AND NOT BE HELD ACCOUNTABLE!!!!!!

Business Response: Initial Business Response /* (1000, 5, 2015/06/23) */ The ******** first contacted us on June 8 and our ******* team responded back within the same day. The ******** initially placed the order on May 30th and their order was processed and shipped the following business day on June 1st. We rely on USPS to handle all our shipping and wish we had more control over the mail once it has left our processing center. To not delay the process any longer we made an exception and provided the ******** with PDF copies of their gift cards that they can print from home. We contacted the ********, updated the ********, and provided all the necessary information. To make up for delay we provided them with a complementary Cardpool gift card for the inconvenience. If you have any additional questions or concerns, please feel free to contact us at *******@cardpool.com

7/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I mailed a $200 gift card, there check of $156 has never arrived. ******** service will not call me. They stole my money. A $200 gift card for the four seasons was mailed to them, I was told a check for $156 would b issued within 1 business day, it has been 3 weeks, I cannot get ******** service to call me. They lied to me and stole my gift card/money. I have detailed fails conforming they received the card, and a check will be issued, but I have yet to receive it.

Desired Settlement: $200 plus an addition $40 for my time and trouble. $240.00

Business Response: Initial Business Response /* (1000, 5, 2015/06/11) */ This ******** created her transaction on 5/14/15 and mailed it in using USPS. We received her card on 5/22/15 and processed her transaction the same day, which met all of our agreements to the ********. All of our checks are issued from Wells Fargo in North Carolina and the ******** resides in California. For that reason, it will take some time to get to the ******** especially if it has been misrouted which happens frequently. Per our policy which was explained to the ******** on 5/29/15 by our ******** ******* team member we must wait a full 3 weeks to ensure the check arrive. Many time our ********'s receive their checks by then and it appears as though this ******** also has. According to our records the ******** cashed her check as of 6/1/15. We also issued the ******** a $25 gift card solely, for inconvienance. We apologize for the delay and if you have any additional concerns please feel free to contact us at *******@cardpool.com Initial Consumer Rebuttal /* (3000, 7, 2015/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received my check after 1 month, not 1 business day like the website states. There is no # to contact ******** service. I was only paid after multiple emails & I threatened to place a complaint with BBB. The $25 card they sent me was a zero balance. I am very unhappy with their ******** service, and speed. The website states 1 business day to process checks, then after you send them the gift card, they say 3 weeks. Final Business Response /* (4000, 9, 2015/06/26) */ The ******** created a transaction on 5/14 an due to shipping time we did not receive the mail until 5/22/15. Her transaction was processed that same day and a check was issued immediately. All of our checks are issued by Wells Fargo in North Carolina, since this ******** is in California it took several business days in shipping time. According to our records a check was issued on 5/22 within our promised timeframe. The check was received by the ******** and cashed on 6/1/15. All of our ******** ******* is performed via email. We have strict turn around times promised to the ******** of a response within 1 business day. Please see attached of the communication between our ******* team and the ******** and also please note the time of the responses as they are within the guaranteed timeframe. On 5/23/15, the ******** was made aware of the check being issued and shipped in addition to an estimated transit time which the check did arrive according to that. We fulfilled all timelines as promised to the ******** in addition to updating the ******** throughout the entire process. The ******** has been paid for the cards and was also given a complimentary gift card of $25 for the inconvienance. if you have any additional questions or concerns, please feel free to contact us at *******@cardpool.com

7/9/2015 Problems with Product/Service | Read Complaint Details
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Complaint: placed an order for an electronic gift card which was to be emailed to me within 24 hours, as per their policy. The gift card was never sent. placed an order for an electronic gift card (WalMart) which was to be emailed to me within 24 hours, as per their policy. The gift card was never sent. I paid using my credit card, and their charge is showing on my statement. I tried contacting them (via email because it is the only available method) several times but they never replied.

Desired Settlement: I want the gift card delivered plus some additional compensation for the headache they caused me.

Business Response: Final Consumer Response /* (2000, 6, 2015/07/09) */ Conflict has been resolved. Cardpool rep called me and told me that they need to validate my account first time I use their service. It took them longer than usual to handle my case due to high volume of requests their experiencing. All is good now. Please mark my complaint as resolved.

6/30/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I was denied affiliate cashback during a transaction of a substantial amount of money. I sold cardpool $500 worth of Sears gift cards through a click-through affiliate link (TopCashBack). I was supposed to receive 4% of the $500 back through TopCashBack. Cardpool did properly pay me for the gift cards, however they declined to pay TCB for the click-through, and as a result TCB did not pay me (TCB clearly states they only pay me if they are paid so unless they can provide evidence they paid TCB this is an issue with Cardpool, not TCB). The affiliate link was supposed to provide me with an additional $20, which I factored in when calculating my total payback for sale of the gift cards. I want to be made whole. The transaction occurred on March 10th, and was transaction #XXXXXXX‏. I have had a series of communications with "*****" and ********* since then, but they have both said that Cardpool has nothing to do with this. ***** also lied to me and claimed that Cardpool had an A+ BBB rating, which of course, they don't. It is also worth noting I have had a previous transaction with Cardpool through TCB, and I was paid out as I should have been. I have no idea why this transaction was declined.

Desired Settlement: I am seeking a check for a minimum of $20 the amount owed.

Business Response: Initial Business Response /* (1000, 5, 2015/04/30) */ The ******** sold his gift cards through our website and was not paid out through a secondary website which is an affiliate of ours. According to our terms of service,m our affiliates are paid 2% rather than the 4% mentioned. We have escalated to our business team who was able to search our affiliate database and there was no record or pending payment for this specific transaction. It appears as though this ay have been a technical issue and we highly reccomend contacting the affiliate website. In order for this to work you would need to use their website to direct you to ours in order for it to correctly transact. According to our records it shows the transaction was not created through the affiliate website. If you have any additional questions or concerns, please feel free to contact us at *******@cardpool.com Initial Consumer Rebuttal /* (3000, 7, 2015/05/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business is providing you with false information. I will go through line by line: "The ******** sold his gift cards through our website and was not paid out through a secondary website which is an affiliate of ours." This is true (if by through their website they mean through their affiliate's website). "According to our terms of service,m our affiliates are paid 2% rather than the 4% mentioned." This is false. The affiliates pay 2% on cards that are bought from cardpool.com, but 4% on cards that are sold to cardpool.com. Please see: http://www.topcashback.com/cardpool/ "It appears as though this ay have been a technical issue and we highly reccomend contacting the affiliate website." The technical issue here is that they never paid the affiliate, so the affiliate never paid me. Also, note that on the referenced website the statement: "Please note; we are unable to accept Missing Cashback Claims for Cardpool." This is their way of saying we are not interested in receiving complaints about this vendor and we won't look into it. They know this and they are telling me to waste my time with this fruitless endeavor anyway. (Note: I already did contact them, and they told me Cardpool didn't pay them and they can't accept claims of non-payment from Cardpool" "In order for this to work you would need to use their website to direct you to ours in order for it to correctly transact." This is exactly what I did, and there and Cardpool has records of the specific transaction. So, this is a false statement. I'll also point out that this is the second time I've sold cards to cardpool, and the first time I also used the same affiliate link and they did pay. "According to our records it shows the transaction was not created through the affiliate website." They are either a) lying, or b) have faulty records of the transaction and are holding me accountable financially for this. This is not a good way to do business. Here is TopCashBack's record of the transaction: otes Date Retailer Order ID Purchase Amount CashBack StatusEstimated Payable Notes(1) 10 Mar 2015 Cardpool (faster paying) XXXXXXX $500.00 $0.00 Payable Payable NoteAlert This transaction has progressed to payable status at 0.00. This usually means that the merchant has marked this transaction as being ineligible for cashback. To view some possible reasons as to why the merchant has reached this decision, or to get some more information on what to do next, please visit our Help Section. Note that the transaction amount and date match my transaction, but it has zeroed out the payment because cardpool refused to pay the $500 * .04 = $20. This is nothing less than a scam to steal $20 from me. Final Business Response /* (4000, 19, 2015/06/24) */ ***Document Attached*** We apologize for the unsatisfactory experience the ******** had. Cardpool.com can only promise and guarantee what is on our website, not what is guaranteed by the affiliates term, their terms and promises. As mentioned prior, we only guarantee 2% back, at no point in time was at 4%. If the third party website is promising another pay out, they are doing so on their own with their own terms. The transaction has been processed and there are no other action items left pending. As you acknowledged, we are unaware of the third party's process in paying out ********'s in addition to our 2% promised and that is why we referred the ******** to them, as it is their process and not ours. According to our records and transaction history, the ******** sold us a card and according to our terms of service and our guarantee's, we fulfilled all necessary promises. We contacted the ********, updated the ******** and provided all necessary information. We payed out the customers for what Cardpool guarantees. We offered the ******** a gift card even though this was out of our hands yet the ******** denied the offer. For those reasons, we now consider this closed and urge him to dispute this with the third party website. Please see our terms of service here http://www.cardpool.com/tos. Attached you will find our obligatory payout for affiliates. Please contact us at *******@cardpool.com if you need any additional information to provide the third party website. Final Consumer Response /* (4200, 21, 2015/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The merchant's defense to this seems to be: "We have no idea what you're talking about and absolutely do not wish to understand for fear that we might find out we are wrong." I'm not sure how I am supposed to take this sort of response seriously. Of course, it doesn't matter what I think. It matters what the BBB thinks since it is clear that the merchant has no intention of doing the right thing by me unless there is some external force applied to them. First, as to their claim of 2%: The external portal that I used was TopCashBack.com: http://www.topcashback.com/cardpool/ Their website clearly spells out that it was 4% not 2% for people SELLING cards to Cardpool (which is what I did). They quote a rate of 2% for people buying cards from Cardpool, but that isn't what I did and they have acknowledged that. It is like this now, it was like this when I filed the complaint, it was like this when I sold them the card, and it was like this when I previously sold cards to them. Their adamant denial of something that is well documented astounds me and I have no what to say. Second: They claim that they have no idea why I wasn't paid out and that it is beyond their control whether or not a third party pays out. This again is laughable. The third party (Topcashback) informed me that they didn't pay me, because Cardpool didn't pay them. Topcashback says in no uncertain terms, if the merchant (Cardpool) doesn't pay them (TCB) then TCB doesn't pay me. Cardpool claims that they have no record of the transaction coming through TCB (despite the fact that TCB has a specific record of the complete transaction) which can only be achieved if I actually made the transaction through them. Cardpool, at no point has claimed they made a payment to TCB, and they have denied the transaction came through TCB, which would tend to indicate that not only aren't they claiming to have paid, but they actually didn't pay. So there we have it. Cardpool is lying as to how much the cashback is supposed to be, and they are admitting they never paid TCB which has stated to me they aren't paying me because Cardpool didn't pay them. Cardpool claims I didn't go through TCB, TCB says otherwise. Then they tell me to take it up with TCB even though they have admitted they never paid TCB and TCB clearly states they don't pay me unless Cardpool pays them. I don't know if they are deliberately trying to scam me or not. I suspect this is just a minor computer screw up, but its a screwup that favors them to the tune of $20 and its one that they have every opportunity to correct, but refuse to. Instead its just deny deny deny and stick their fingers in their ears (or maybe in this case, cover their eyes). All I'm asking for is TWENTY DOLLARS! The TWENTY DOLLARS they legitimately owe me and have owed me for months. That's it! They agree there was a transaction of $500. TCB clearly shows that the payout was supposed to be 4% (you can go look at the website). TCB clearly has records of me making the transaction and indicating I wouldn't be paid because they weren't paid (something Cardpool has acknowledged). I'm not sure what else I can say here. The way these people conduct business is disgusting.

6/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Been waiting for my check from Cardpool for two weeks. They don't answer my Emails. Forget about getting them on the phone. In May I sent my Express gift card for $100. 5 day later I received an Email saying they had received and had mail me my check for the $76 that we had agreed on. Received my check 3days later. No problems. 2 weeks ago I did the same thing again. I sent them an Express Gift card Face value $100 and they were going to send me a check for $76.My conformation number is XXXXXXX. After a week went by i Email them a few times to make sure they received the gift card.I received No response from Cardpool.This week I tried to call Cardpool phone number, all I get is voice mail.The voice mail doesn't even say who they are, or who I contacted. Then I looked online and there where lots of other people having problem with cardpool. most of them didn;t receive there check from them. this seem like a scam to me.can you please check what's going on with Cardpool. Thank You. my Email is **********@yahoo.com

Desired Settlement: Get my $100 Express gift card sent back to me, or the $76 check that they said they would mail me for the gift card I sent Cardpool

Business Response: Final Consumer Response /* (2000, 6, 2015/06/25) */ The problem I had with Cardpool Case# XXXXXXXX has been settled to my satisfaction. Thank you

6/19/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I SOLD GIFTCARDS TO CARDPOOL, THEY PAID ME THREE TIMES BUT NOW ARE REFUSING ME OVER XXXXX.00 IN PAYMENTS. THESE AMOUNTS WERE VERIFIED BEFORE SENDING . i RESELL GIFTCARDS. wE ONLY ACCEPT CARDS THAT THE PIN NUMBER HAS NOT BEEN SCRATCHED BEFORE WE BUY THEM. IN ORDER TO VERIFY OR USE THE CARD YOU MUST HAVE THE PIN. WE VERIFY THE BALANCE WHEN WE BUY THEM AND BEFORE WE SELL THEM. i SOLD GIFTCARD TO CARDPOOL ON X-XX-XXXX TRANSACTION # XXXXXXX FOR 2378.00 AND RECIEVED PAYMENT,I ALSO RECIEVED PAYMENTS OF 2050.00 ON X-XX-XXXX #XXXXXXX,1725.00 ON XX-XX-XXXX XXXXXXXX AND 3612..00 ON XX-XX-XXXX #XXXXXXX. i HAVE NOT RECIEVED AND HAVE BEEN DENIED PAYMENT ON TRANAACTION # XXXXXXX FOR 5121.00,TRANSACTION #XXXXXXX FOR 5069.95 AND TRANSACTION #XXXXXXX FOR 5455.00. ALL OF THESE CARDS VALUES WERE CHECKED BEFORE SENDING TO CARDPOOL AND BALANCES VERIFIED. i PERSONALLY SENT THEM BY PRIORTY MAIL. THEY ARE NOW CLAIMING ALL OF THESE TRANSACTIONS ARE NOT VALID DUE TO NO BALANCES ARE ON THE CARDS. i SHOUL HAVE RECIEVED PAYMENT VIA ACH TRANSFER FROM THE XX-XX-XXXX TRANSACTION AND CALLED VAND LEFT THEM A MESSAGE BECAUSE THEY NEVER ANSWER THE PHONE OR RETURN YOUR CALL. THEY IMMEDIATELY EMAILED ME AND SAID ALL OF THE CARDS ARE NOT VALID AND WILL NOT RETURN MY CALLS

Desired Settlement: i want payment for my cards.

Business Response: Final Consumer Response /* (2000, 6, 2015/06/19) */ I HAVE HAD CONTACT WITH THE MERCHANT AND MY CASE IS RESOLVED, I HAVE MY CARDS BACK THAT THEY RETURNED TO ME. I LOST MY SHIPPING FEES OF OVER 200.00 THAT I INCURRED SHIPPING TO THEM. THE CARDS HAVE BALANCES ON THEM AND I FOLLOWED ALL OF CARDPOOL'S REQUIRMENTS. I WOULD LIKE TO FIND OUT WHY THEY ADVERTISE THEY ARE BUYING CARDS AND THEN SEND ME MINE BACK

6/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: This company has not fulfilled the transaction as quoted on their website I've attempted to contact this company numerous times with no response. I sent in a gift card totaling $800 in exchange for payment of $704. This has not been done and the company fails to respond. According to other online reviews this. Company is a ****.

Desired Settlement: I want to receive the money owed for the card sent in.

Business Response: Initial Business Response /* (1000, 8, 2015/05/23) */ We apologize for the inconvenience this has caused. Due an increase in volume we were unable to reply to your inquiry in a timely manner. It appears your transaction arrived at our processing center on May 4 and within 24hrs we were able to process your payment which you should have received by now. Of course we are not a scam, we pride ourselves in delivering only the best ******** experiences and services possible which has lead to our many outstanding accolades that speak for themselves. If you have any questions or concerns, please don't hesitate to contact us at *******@cardpool.com.

6/8/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered a gift card but received the wrong card. On March 31, 2015 I ordered 4 gift cards from Cardpool, one of them being an Applebees card. On April 7, 2015 I received the 4 cards in the mail, but in place of the Applebees card was a Kohls card, which I didn't order. I emailed Cardpool and told them what happened, they told me to send the wrong card back to them at this address: PROCESSING CENTER PO BOX **** *********** ** XXXXX, which I did. After two weeks of hearing nothing, I emailed them asking if they've received the card, they said no. A couple days later, same thing, they claim they did not receive it and will not do anything for me except to tell me to file a claim with USPS. This all started when they couldn't send me the correct card.

Desired Settlement: I would like my refund of $40.50 which is what I paid for the giftcard, plus $0.49, the cost of the stamp for having to return the wrong card they sent. Or, send me the $50 Applebees card and I'll gladly keep doing business with them and even recommend them to co-workers and family. A small price to pay for further business.

Business Response: Initial Business Response /* (1000, 5, 2015/05/19) */ We apologize for any inconvenience this has caused. It appears USPS misrouted the customers return and it finally made to our processing center on May 2. Once we received the customers return we immediately issued the ******** a refund which should be reflected in their account by now. If any issues arise we have provided the bank reference number #XXXXXXXXXX. We fully updated the ******** throughout the process and followed through with her refund as requested. We rely on USPS to handle all our shipping and wish we had more control over the mail once it has left our processing center. To make up for delay we provided you with a complementary Cardpool gift card below: XXXXXXXXXXXXXXXX. Which you can use on your next purchase If you have any additional questions or concerns, please feel free to contact us at ******* @cardpool.com.

5/22/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I placed an order on for an electronic gift card which was to be emailed to me within 24 hours, as per their policy. The gift card was never sent. I placed an order on for an electronic gift card which was to be emailed to me within 24 hours, as per their policy. I never received the gift card. I contacted their ******** service email and received a response stating they had tried to contact me via phone to verify information. I was never contacted, as I did not have any received or missed calls from after the time that I had placed the order. I was given a phone number to contact for verification purposes. I have called this number 6 times and have been sent to a voicemail each time. I have requested a cancellation of my order, but my account has already been charged and I am unable to contact anyone at the number provided.

Desired Settlement: I would like my order cancelled and my purchase price refunded.

Business Response: Initial Business Response /* (1000, 5, 2015/05/19) */ We apologize for any inconvenience this has caused. Due to the ********'s new user status, they must complete the one time verification process. This is an additional step taken to ensure all of our ********'s information is safe and secure. Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. We take our customers' security very seriously and our phone calls are an important part of that process. According to our current policy and website, it states that "An email containing your personalized link will typically be sent within 1 business day. In some cases we may ask for additional verification and your order will remain pending until we receive all the necessary information requested." We called the ******** for verification but a voice mailbox was not set up and an email was sent to contact us back at their convenience. Once we received the customers voicemail requesting to cancel their order, a refund was issued within 24 hours. The refund should be reflected in their account by now and if any issues arise we have provided the bank reference number #XXXXXXXXXX. We fully updated the ******** throughout the process and followed through with her refund as requested. Please feel free to contact us at ******* @cardpool.com. Initial Consumer Rebuttal /* (2000, 7, 2015/05/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did receive a full refund for my gift card, however, it was not within 24 hours as claimed by the company. Also, I was never contacted by the company, aside from the verification email, which I completed the same day I received it. I called 7 times and was sent to voicemail each time before finally reaching someone who asked for additional verification even though I had completed this via their verification email. I understand the requirement for verification, but I do not think I need to answer the same questions both by email and phone before my order can be processed. To me, this just seems like a poorly organized company. I did appreciate that they were willing to refund my full purchase price and did so within a reasonable amount of time.

5/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: my credit was charged $1298.50 for an order that didn't come through. On April 9th I was trying to place an order of lowes gift card on cardpool.com but the order didn't go through. There was no order created for that attempt. An amount of $1298.50 was held to my credit card ending in 1748. On April 13th my credit card was officially charged of the amount $1298.50. Since the order was NOT created and no goods was delivered, cardppol.com shouldn't charge my credit card. I contacted cardpool.com on April 13th but haven't got an update on the issue.

Desired Settlement: refund the $1298.50 charged to my credit card ending in **** ASAP.

Business Response: Initial Business Response /* (1000, 5, 2015/05/05) */ According to our records an order was placed for $1,298.50 but was unsuccessful. Upon further investigation, we issued a full refund to the customers American Express credit card ending in 1748 in the amount of $1,298.50. A few business days has passed *** the funds should be in the account. The exact timeframe depends on the bank or credit card company's processes. For the customers convenience, we have provided the reference number, #XXXXXXXXXX, so they may refer to the bank or credit card company for further assistance. If you have any further questions or concerns, please email us at *******@cardpool.com.

5/22/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I sent in 2 giftcards, which were verified online. Now they say there were problems with both cards. I sent in 2 giftcards last Friday, April 11th, which were verified online.I chose to get an electronic Amazon card as payment.The cards I sent in were a Darden restaurant giftcard for $50.00 and a Target giftcard for $25.00. After I emailed them yesterday asking about this transaction, they sent back today stating the Darden giftcard was missing and the Target card mysteriously had a zero balance.

Desired Settlement: I want my money on an Amazon card or I want the giftcards back!

Business Response: Initial Business Response /* (1000, 5, 2015/05/05) */ The ******** created a transaction on April 10, 2015. The gift information the ******** provides is for the purpose of providing a quote and not for verification as stated in the confirmation email. Upon receipt of the envelope we noticed that the $50 Darden gift card is missing and the reported $25 Target gift card was actually a **** Tuesday gift card with a zero balance. We have contacted **** Tuesday and they have given us the transaction history on your **** Tuesday gift card. The **** Tuesday gift card was activated on 5/30/2006, Card was used for a purchase on 10/21/2006 for $21.57 at **** Tuesday Store ***** Address **** S *** ** *********** GA XXXXX. On 11/2008 a service fee was charged to the gift card for no usage for $2.50. On 12/15/2008 a service fee was charged for no usage for $0.93 which was the remaining balance of the gift card. We reported our findings with the ******** and other options as mention in the email. We are still in compliance with our terms and agreement in we provided up to date information throughout the transaction process, verified the gift card balances with the merchant, and returned the gift cards in the condition we received them.

5/19/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: was charged for product I never received and then was told a full refund was given! I found out threw my bank hich issued an overdraft fee of $25 i bought a e gift card on line and paid in full for it but never received any card cod eto use it also received email that stated a refund was already given so i find out that they stole my money when my bank account gets hit with a $25 over draft fee

Desired Settlement: I want my money back and bank fee paid!

Business Response: Initial Business Response /* (1000, 8, 2015/04/15) */ Due to the ********'s new user status, they must complete the one time verification process. This is an additional step taken to ensure all of our ********'s information is safe and secure. Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. We take our customers' security very seriously and our phone calls are an important part of that process. We called the ******** to verify his information, but the number he provided was disconnected. We also emailed the ********. For that reason his order was cancelled as we cannot fulfill an order that has not been verified. We refunded the ******** and she should have received it by now. Although we issue refunds immediately at the time we send that update email, if there are any delays that is dependent upon your banks process of receiving refunds. As for an overdraft fee, we cannot pay customers an bank fees that may be incurred by the ******** for personal banking issues. We apologize for the inconvienance but if you have any additional questions or concerns, please feel free to email us at *******@cardpool.com Initial Consumer Rebuttal /* (3000, 10, 2015/04/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) This "Business" takes my money out of my bank account and then verifies or tried to verify my information? Okay that makes sense, to take money and then hold on to it for a couple days! Hey DRUG Dealers use that same tactic to make a quick buck... Anyways I received an email stating that the money had already been returned to my bank, so the money should of been a pending transaction. Well the money didn't show up as a pending transaction for 3 days after I received their email in which clearly said that money was at my bank. I naturally used my card thinking said money was present on my debt card even if it was pending my bank has never charged me for spending "pending" funds so long as they clear. I was charged because cardpool.com held on to my for 5 days!!! While lying to me about a refund they continued to obtain themselves Final Business Response /* (4000, 12, 2015/05/06) */ We want to apologize for any inconvenience this has caused to the ********. We had emailed the ******** informing them that we had issued a refund and that it should be reflected in their credit card statement in a few business days. In regards to the overdraft fee, we issue refunds immediately and then it is up to the banks discretion to release the funds in a timely matter. Since the fee caused such a burden, we suggest contacting your bank to have the overdraft fees reversed. If there is any additional information we can provide to your bank to assist in the process please feel free to email us at *******@cardpool.com

5/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent my gift cards to Cardpool in which the amounts were verified via email and the gift cards were sent back to me zero balance and no payment This is confirmation of how much they were suppose to send me in payment for all four of my gift cards attached are some of the emails of my order the confirmed gift card amounts from the site before they were mailed out only to be sent back to me with zero balance and only paid $40.00 for one card.. still haven't recieved that check either. Hi Julian, Thanks for using Cardpool! You earned $295.67 on your unwanted gift cards. Your transaction number is #7967386. We'll send you a check within 1 business day of verifying your gift cards and email you to let you know when we do. To complete the process, please mail your gift cards to: Processing Center PO Box 8584 Emeryville, CA 94662 For your convenience, we've created a prepaid shipping label and packing slip for you: Hello, Thanks for following up with us! Here is the gift card information that you entered in our system. $105.00 Walmart Gift Card CARD NUMBER: 6107841970265644 PIN: 2764 $50.00 Target Gift Card CARD NUMBER: 041213838207249 PIN: 79326039 $152.41 Walmart Gift Card CARD NUMBER: 6107841970258171 PIN: 7314 $25.00 Lowe's Gift Card CARD NUMBER: 6006491794307423793 PIN: 2672 If you have any further questions or concerns, please email us at support@cardpool.com. Best Regards, Laura Cardpool.com I'd contacted them for several weeks to find out why we hadn't received our payment after getting the run around via email and no help we contacted the merchant of Walmart first to report the cards stolen in which they informed us that our gift cards had been used and were zero balance so they couldn't replace them and we would have to file a police report against the company. This is the email we recieved after several weeks of no payment and constant emails to the company.. Hi Julian Thomas , We received your gift card, but the merchant reported that the gift card no longer has any value. For your convenience, we are returning the gift card to you free of charge so that you may resolve any possible issues with the merchant directly. Cards ending in 5644 and 8171 both have a 0 value Please feel free to send in your gift card again if you mistakenly shipped the wrong gift card the first time. Best regards, Customer Support Cardpool.com 2nd email- Dear Julian Thomas , We recently received your mail, but noticed that The Lowe's gift cards for your transaction are missing from the package. Could you have mistakenly sent out your mail without enclosing the cards with your transaction confirmation? Regrettably, we cannot offer payment for gift cards that we don't receive. However, if you still have the receipt for the gift card, you may be able to contact the merchant to request that they cancel the previous card and issue you a new one. If you are able to locate your card, please feel free to send in your card again using a new transaction. Please let us know if you have any questions or concerns regarding this matter. We apologize for any inconvenience to you. Best regards, Customer Support Cardpool.com We sent the check as payment for the following items: 1. Target Gift Card ($50.00). We sent the check to this address: Julian Thomas 2309 Loreto dr Fort Worth , TX 76177 This site is a fraud they have no contact numbers to speak to anyone they send robotic emails and we haven't heard anything since we informed them we would be filing a complaint for using our gift cards. How can they confirm the amounts through their site when we gave them the card numbers and pins and then say they were nothing on them after we send them and return them zero balance and also say they didn't tecieve one other inside the package as well.

Desired Settlement: I would like Cardpool to honor the amount they told us they would be sending us in a check when they took out gift cards that were spent! Not only $40 dollars of them we have the emails to prove what was on the cards before it went into their possession and they confirmed the amounts. Here is the email Hi ******, Thanks for using Cardpool! You earned $295.67 on your unwanted gift cards. Your transaction number is #XXXXXXX. We'll send you a check within 1 business day of verifying your gift cards and email you to let you know when we do. To complete the process, please mail your gift cards to: Processing Center PO Box 8584 Emeryville, CA XXXXX For your convenience, we've created a prepaid shipping label and packing slip for you: Print Free Shipping Label and Packing Slip If you don't have a printer, you can also mail your gift cards using your preferred shipping method. We recommend using USPS First Class, USPS Priority, or USPS Certified Mail. Please include either the packing slip or a note with your name, phone number, and transaction number (#XXXXXXX), along with the following gift cards: 1. Walmart Gift Card ($105.00). 2. Target Gift Card ($50.00). 3. Walmart Gift Card ($152.41). 4. Lowe's Gift Card ($25.00). After receiving your gift cards, we'll mail a check to: ****** ****** ****************************** XXXXX If you have any questions, please do not hesitate to contact us at *******@cardpool.com.

Business Response: Initial Business Response /* (1000, 5, 2015/03/12) */ This ******** had placed his transaction on 1/27/15 . We received and processed the card as of 2/19. There were multiple issues with this transaction, therefore multiple emails were sent. Our ********'s are very important to use and we feel as though communicating with them along the way of their transaction is every important. The first issue was despite the envelope not being damaged there was still a missing card, which we notified the ******** about. The second issue was that 2 of the cards he sent in had a balance of $0. That is deemed as an unacceptable card, which we also notified the ******** about. We returned those 2 cards of $0 balance back to the ******** in the same condition as received. In total 3 of the 4 cards were unacceptable. the 1 card we purchase and issued the ******** a check in the amount of $44. The check was issued the same day we received his cards. We apologize about the inconvienance, to read more on our terms of service and what is unacceptable please see http://www.cardpool.com/tos. If you have any additional concerns, please feel free to reach us at *******@cardpool.com Initial Consumer Rebuttal /* (3000, 7, 2015/03/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is site is a scam the website itself ran the cards before they were sent and confirmed the totals on them after they did we mailed them immediately! We contacted Walmart and they informed us that our cards were used in between the dates that you all just gave so if the envelopes weren't damaged then basically when we provided the card numbers to your site it was spent. How is it you all confirm totals we send them and you all recieved and return back empty cards? The transactions were online purchases using the card numbers. We didn't even have those and had to contact Cardpool for them. It's clear as day they are a scam they don't even seem to care about ******** satisfaction. Yet their website says if you're unhappy with them a full refund will be processed. We just want all money on our Walmart gift cards back or the money that was promised minus the little $44 they only paid. I will see to it everyone I know as well as reporting this to the local news so this website is no longer trusted. You all should be ashamed those gift cards and cash was for my children. Final Business Response /* (4000, 16, 2015/04/15) */ We apologize about the inconvenience. We highly recommend the ******** contact a Walmart representative who will be able to fully provide all the details and transaction history of those cards. If the ******** does proceed with filing a police report, we would be more than happy to provide any additional information we may have obtained to ensure this gets resolved. Please feel free to contact us at *******@cardpool.com Final Consumer Response /* (4200, 18, 2015/04/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Why can't Cardpool explain the statements made if they have nothing to do with our funds being spent. They are a fraudulent website and will do anything to no take responsibility for scamming customers. I will be filing a police report towar Cardpool now.

5/11/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Sent email offering promo code of 5% discount up to $10 max. Promo code did not work. I got a promotional email on 3/6/15 from cardpool to use promo code ***** in the next 24 hours for 5% discount on any order for a maximum of $10.00. I try to place an order well within the 24 hours and the promo code does not work. I email them and they say that they cannot provide a promo code that works. They tell me I have to now buy something without the discount they promised in order to get $5 off on a future order. Sounds like a classic bait and switch. email scam is below: Dear *****, We noticed that you added some gift cards to your cart but didn't check out. Some of those cards may not be available anymore, but we're always getting new inventory! In fact, for the next 24 hours, use promo code ***** during your first checkout to receive 5%* off! Visit Cardpool.com to find more cards from Lowe's and many other merchants. Thanks and have a great day! The Cardpool Team *Maximum discount of $10.00

Desired Settlement: want the $10 discount they promised in the email scam.

Business Response: Initial Business Response /* (1000, 9, 2015/04/15) */ This ******** did receive an email about a promotional discount code for up to $10. We are unsure of the reason but the code did not work. We truly apologize about the inconvienance you have experienced as each and every ******** is very important to us. We have issued the ******** a complimentary gift card for well above the original offer that he should be receiving shortly. We hope that this is to the ******** satisfaction and that he returns as a Cardpool ********. If you have any additional questions or concerns, please feel free to email us at *******@cardpool.com Initial Consumer Rebuttal /* (3000, 11, 2015/04/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was very happy to see their response except that they did not send me the gift card. They do not have a phone number so it's impossible to check with this company for any reason Final Consumer Response /* (2000, 15, 2015/05/11) */ 5-11-15 Sent via email: yes just prior to your email, they sent me an email with a code for a free gift card. I will update the case. Final Business Response /* (4000, 13, 2015/05/11) */ We apologize for the inconvenience this has caused. We tried on numerous occasions to send the ******** a complementary Cardpool gift card. In order to not delay the process for you any longer we have provided the Cardpool gift card code below: Gift Card Number: XXXXXXXXXXXXXXXX If you encounter any questions or concerns, please feel free to contact us at *******@cardpool.com

5/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Cancelled orders with no excuse or reason. Over the past three years I have place 19 orders totaling over $2300...all with no problems or complaints. Then, a few weeks ago, I tried to place an order twice and both times it was cancelled. Today I once again tried to place an order and once again it was cancelled. In the cancellation message, Cardpool writes on their cancellation email "If you feel this email was sent in error, or if you have any questions, please do not hesitate to contact us at *******@cardpool.com. That is what I did and received the following response: "Thank you for following up with us. Our risk assessment team has determined that we aren't able to accept the order at this time. Unfortunately due to the nature of our business, we do not currently disclose the parameters of our risk assessment." Then why ask me to write???? Also if 19 orders had absolutely no problems, then what's up? Our credit is excellent (XXX-XXX) and the credit card is always paid in full. Since they won't tell me the problem, then I have to assume it's some form of discrimination and/or this seems to fall under restraint of trade.

Desired Settlement: If they are offering cards for resale then do so OR tell me what the problem is? credit card #, date, security code or address error? What else could it be?????

Business Response: Initial Business Response /* (1000, 5, 2015/04/18) */ This ********'s account has been closed by our risk and finance department. We are unable to accept these orders. The ******** was not charged and our ******* team also provided him with this information. Per our policy, our ******** ******* team prioritizes only those requests from customers whose accounts remain in good standing. We apologize about the inconvienance.

5/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: never received money for gift card that was sent in I submitted a transaction on cardpool website to exchange a sunglass hut giftcard worth 80 dollars for a amazon gift card worth $75 I printed out a prepaid shipping label from their website and sent it on march 27th. I have checked the website and it says my mail was never received. I have contacted cardpool several times through email asking for a explanation and every time I get an automated response back they never received it. I have asked for a phone number to contact them and they don't give me one after researching your site I realize they have several compaints against them and believe I have been scammed.

Desired Settlement: I either want my original sunglass hut returned to me, the amazon gift card they were supposed to exchange for me or a refund check for my money immediately

Business Response: Initial Business Response /* (1000, 5, 2015/04/18) */ The ******** created a transaction with Cardpool and sent in cards but we did not receive them. It is the ********'s responsibility to ensure that we receive the cards and we also provide suggested mail in options such as tracking the package. In our terms of service it states " You agree that Cardpool is not liable for lost, damaged, or stolen mail, and that is it your responsibility to ensure your gift cards arrive safely at Cardpool's processing centers." Please feel free to read more at http://www.cardpool.com/tos. Once the ******** contacted us we did provide him the card information that we had on file. We also suggested that she contact the merchant who would then provide the ******** with another card. We understand the ********'s frustration but we cannot pay for cards we did not receive. I can assure you our ******* team is not a generated email response, they are tailored specifically to the ******** and their needs. Please see the screenshot of our ******* team member providing the personal card information to the ********. If you have any other questions or concerns, please contact us at *******@cardpool.com.

5/4/2015 Problems with Product/Service
5/1/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I sent three gift cards to Cardpool and never received payment. On March 12, 2015, I sent 3 Men's Wearhouse gift cards to Cardpool valued at $100 each ($300 total)Transaction ##XXXXXXX. I sent the cards off the next day (March 13, 2015). The pay I was suppose to receive was $210. Today is March 24th and I still have not been paid. There is no number to call to follow up. I've sent several emails and have gotten no response.

Desired Settlement: I would like to be paid my $210.00 as soon as possible.

Business Response: Initial Business Response /* (1000, 8, 2015/04/15) */ The ******** placed his transaction with us on 3/12/15 and we received his cards on 3/18/15. As promised, we processed his cards within 1 business day and issued payment. This ******** requested a check payment and for that reason his check was shipped via USPS. According to our records the ******** did receive the check and it was cashed on 3/25. We followed all guidelines and met all turn around times. We updated the ******** throughout the process of receiving cards and issuing payment. If you have any additional questions or concerns, please feel free to contact us at *******@cardpool.com.

4/29/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Ive been waiting for a check from cardpool and they sent me a confimation email saying they mailed my check but then they sent me a email They took my gift cards sent me a email saying they were processed and they mailed me a check so i check my email today and they say thry never receieved my gift cards they iwe me 395.00

Desired Settlement: They owe me 395 for my gift cards

Business Response: Initial Business Response /* (1000, 8, 2015/04/10) */ We issued a check to this customer upon receipt and verified the card. After the customer sold the gift card to us we determined the card was used by the customer. For that reason we cancelled the check per our Terms of Service. We notified the customer throughout the whole process, upon receipt, upon payment and also when we cancelled the check.

4/28/2015 Delivery Issues
4/27/2015 Billing/Collection Issues
4/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: The gift card has not been delivered I made a purchase of Kohls Gift card on 4/17/2015, and paid $22.25 as listed. I received a call from them on 4/18/2015 to verify my credit card and my information. Then, I received an email on 4/19/2015 said thanks for verification and I will receive the gift card shortly. Based on information on their website, I should receive it in one business day. I tried to contact them via email on 4/20/2015, but I had no response. Then, I contacted them again twice via email on 4/21/2015 and also left a message on 4/21/2015, and I have no response also. I told them on my last email that I sent on 4/21/2015 that I will dispute the charge if I did not receive the item on 4/21/2015. I just submit a dispute through my credit card company. I just do not like the way cardpool treated ********. They do not contact me back. I also used to had account with them, and I cannot use it suddenly without any notice. I am not sure if they blocked my account. They should communicate with ********, and provide a way to cancel transaction and monitor order status through their website. There is no way to monitor an order if I placed an order as guest. I cannot place an order through my account since the website do not allow me to login or change password. I cannot create a new account with the same email either. It seems like my account has been blocked. Watch out this company. The way they do business in unethical. Thanks.

Desired Settlement: Please give me refund ASAP. Thanks!

Business Response: Final Consumer Response /* (2000, 6, 2015/04/23) */ The merchant finally sent me the gift card. I just do not like the way they treated ********. I will not go back again! Beware of them! @BBB: You can close this case. Thanks.

4/22/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Placed order and provided verification as requested the following business day. Product still not delivered after multiple follow-up attempts. I placed order XXXXXXX on Saturday, Feb 21st for Home depot gift cards valued at $1844. Funds to pay the $1687.26 were withdrawn the same day. On Monday I received a request for verification, which was completed that day with Summer around 2 pm. I was informed the cards would be delivered by the end of business that day in line with their 1 day promise. The cards did not arrive. On Tuesday, I sent 2 emails to ******** service and left a voicemail on the confirmation line asking for follow-up and order status. Nothing had changed online. On Wednesday (today), I received a call from them at 9 am with no voicemail left. I did receive two generic email responses asking me to call the companies verification line (again). I called multiple times today and left several messages with no return phone call in response. My last phone message requested a cancellation of my order and refund request. They have my money, for longer than anticipated, and I haven't heard anything specific about my account since providing verification on Monday.

Desired Settlement: I am requesting a refund of $1687.26 for the amount charged for the gift cards. I had to place my order with Home Depot already and, due to the delay, they are no longer of use to me.

Business Response: Initial Business Response /* (1000, 10, 2015/04/06) */ This ******** placed two separate orders with us and 1 day apart. Because she was a new ******** 1 order was verified and the other was not. For that reason there was a delay in the shipment of her codes. This is an additional step taken to ensure all of our ********'s information is safe and secure. Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. We take our customers' security very seriously and our phone calls are an important part of that process. We truly apologize about the inconvienance and for that reason we have issued her a complimentary gift card, which she should be receiving shortly. If you have any additional questions or concerns, please feel free to contact us at ******* @cardpool.com.

4/21/2015 Problems with Product/Service
4/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have not received Gift Cards that I sent mine in to exchange for. On February 15th I mailed 2 - $50 Flemings Steakhouse Gift Cards to Cardpool, which were to be exchanged for 2 $39.75 Amazon. As of today March 15th 2015 I have not received my Amazon gift cards. Exchange was to have been within one business day. I have sent 2 emails inquiring as to where are my Amazon Gift cards, with out receiving a response.

Desired Settlement: I am wanting them to sent me the 2 Amazon Gifts Cards as per the agreement.

Business Response: Initial Business Response /* (1000, 5, 2015/03/31) */ According to our records the ******** created 2 transactions on 2/15/15and mailed both cards in. WE received the cards on 2/20 and payment was sent that same day in Amazon form. The ******** recently told us that she did not receive her card via our ******* help desk and in that same email correspondence the ******** was provided the information for her payment. The ******** did not respond so we were under the impression she was happy with her payment. If the ******** is still having issues, please let us know so we are able to look into on our side.

4/17/2015 Delivery Issues | Read Complaint Details
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Complaint: If I do not hear back from company I will have my lawyer I currently have on a different case look into this business. Cardpool Team My son (who is 19) sold three of his $50.00 dollar regal cinema cards to you the first week of February. He was promised a check for $104.00 which he hasn't ever received at our home. My son was told the latest his check would be sent was March 3, 2015. Ino check has arrived. all efforts to settle issues by email and was hung up on three different times when calling to rectify the situation.

Desired Settlement: $104.00 check as promised

Business Response: Initial Business Response /* (1000, 5, 2015/03/31) */ We have no record of a ******** with the name Nathan ***** in our database. ****** also contacted our ******* team and did not provide enough information. Per our policy she was told we can only speak to the ******** and not a third party. We did not get any inquiries from the actual ******** themselves. Please provide a transaction number so we can fully look into this.

4/16/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Non-payment for delivered gift cards. On March 14, 2015, I initiated two transactions on Cardpool.com to send gift cards in exchange for two checks. In one transaction, Cardpool offered $197.25 for 5 gift cards and in the second transaction Cardpool offered $59.25 for the gift cards. I agreed to these amounts, printed the shipping label provided by the site and sent the cards including the invoices in two separate envelopes. As this is now a week and a half after I sent the cards and I have not received any confirmations the cards were received, also the info on the site indicates the cards weren't sent so I sent an email to *******@cardpool.com on 3/24/15 and got a response that the cards weren't received. The person responding, ****** (no last provided), also asked if I had the tracking number. No tracking number was ever provided on the shipping label documents which should have been a red-flag. The folks at Cardpool are well aware of this and unfortunately I'm just now realizing this is why this scam works so well. No way for the "********" to track the shipment and they can take the cards and simply claim they never received them. Only after I shipped my valuable cards to them did I find negative reviews of others claiming this same issue happened to them. Not sure if this will be resolved but I want to enter the record of complaints for this obviously fraudulent company.

Desired Settlement: $256.50, the value of the gift cards I sent them.

Business Response: Initial Business Response /* (1000, 8, 2015/04/15) */ This ******** created 2 transactions on 3/14/15. We offer free shipping to the ******** on us but also give them options to upgrade their shipping to include tracking as an option. We received the envelope on 3/26/15 and we emailed the ******** upon receipt. We issued payment the same day as receipt on 3/26 at 12:25Pm and notified the ******** via email. According to our records the ******** did receive both checks and and they were both cashed. Check# 1 XXXXXX $59.25 Cashed on 3/31 Check #2 XXXXXX $197.25 Cashed on 4/2/15 We followed through with all turn around times as promised, we updated the ******** throughout the process and ultimately the ******** was paid. If you have any additional questions or cncerns, please feel free to contact us at *******@cardpool.com Initial Consumer Rebuttal /* (2000, 10, 2015/04/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Checks were issued.

4/15/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My wife and I each ordered a $10 Starbucks e-card. Site states it will arrive the next day. That was 8 days ago. on 3/18/15 My wife and I each ordered a $10 Starbucks e-card. A few days later we both received individual confirmation phone calls. We were told we would receive them that evening. That was a week ago. Instead we are now getting unsolicited sales e-mails from them. I have called them twice and was told both times that we would be getting them shortly.

Desired Settlement: Refund both our credit cards $8.80 each and unsubscribe us both from their e-mail list. Our e-mails are... *****@*****************.com (******* ******) *****@*****************.com (***** ******)

Business Response: Initial Business Response /* (1000, 9, 2015/04/15) */ The ******** created his order on 3/18/15 and due to his new order status he had to complete our verification process which he did on 3/20/2015 at 1:29 pm. His order was shipped to him at *****@*****************.com on 3/20/15 at 2:49pm, a little over an hour after he had verified his order. Please try adding ******@cardpool.com to your email address list to avoid any issues in the future as these two orders may have gone to Spam. To better assist you we have included the card numbers below: XXXXXXX ******* ****** Shipped on 3/20 to *****@*****************.com XXXXXXXXXXXXXXXX Pin#XXXXXXXX XXXXXXX Waike ****** Shipped on 3/20 to *****@*****************.com XXXXXXXXXXXXXXXX Pin# XXXXXXXX If you have any additional questions or concerns, please feel free to contact us *********@cardpool.com Initial Consumer Rebuttal /* (2000, 11, 2015/04/15) */ The company has made good on delivering their product. Their Technical ******* rectified the mistake by resending the original e-mails (the e-mails were the product). I am now satisfied and wish to drop the claim against them.

4/15/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I sent my Dicks Gift Card 2 them on 2/2/15 and they stole it and used it at a local Dicks on 2/11/15. I emailed them repeatedly, they refuse 2 call me on 2/2 I sent them a gift card worth $250 and they were going to send me $172 in the form of a check. After several weeks of not receiving the check i tried to reach them and only received emails. They suggests somehow the mail was "slow" so I waited another week. Once nothing arrived I reached out to Dicks to get a replacement card. I was in formed that the gift card was used at another Dicks about 35 min away from Cardpool headquarters in San Francisco. Clearly someone from their office took the card from the mail and used it or gave it to someone to use.

Desired Settlement: I am seeking my $230 back in the form of a cashiers check.

Business Response: Initial Business Response /* (1000, 5, 2015/03/11) */ Can you please put a HOLD Case #XXXXXXXX. It is pending an investigation. The ******** stating we have used their card but according to our records and our system, it shows we have yet to receive this card. Our company is fully investigating this and we have already paid the ******** pending the investigation. Initial Consumer Rebuttal /* (2000, 14, 2015/04/15) */ 4-15-15 Sent via email: yes...thank you sooooo much. On Tue, Apr 14, 2015 at 4:23 PM, ****** ***** <******@bbbemail.org> wrote: Good afternoon, Has your issue with Cardpool.com been resolved? Kind regards, ****** *****, Dispute Resolution Specialist

4/10/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I mailed a Barnes & Noble gift card as Carpool had directed on February 26 and was to receive $20.83 in payment the day after it was received. I have emailed Cardpool re this promise as being unfulfilled, but have received no response from them. I mentioned that I could not believe the card had not arrived yet and would appreciate their letting me what is going on. No answer--

Desired Settlement: I would like to receive the promised amount of $20.83.

Business Response: Initial Business Response /* (1000, 7, 2015/04/06) */ This ******** Created a transaction on February 26 and we received the card on 3/4. We validated the card yet there were issues with the ********'s address as the one we had on file was deemed invalid by the postal service. We made several attempts to contact the ******** yet were unsuccessful. The ******** contacted us via email and confirmed her address. The check was issued on 3/19/15 at 4:45 pm. The ******** received 2 email confirmations with that updated information. If the ******** still has not received the check, please let us know at *******@cardpool.com and we will be more than happy to issue another one. Initial Consumer Rebuttal /* (2000, 9, 2015/04/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/7/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered a gift card for Kohl's for $148 and it posted on my credit card. The website states to allow 1 business day. The gift did not arrive I sent over 10 emails to the ******* website and they still have not sent the gift card.

Desired Settlement: I want my money back. I never received what I ordered.

Business Response: Initial Business Response /* (1000, 8, 2015/03/19) */ Due to the ********'s new user status, they must complete the one time verification process. This is an additional step taken to ensure all of our ********'s information is safe and secure. Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. We take our customers' security very seriously and our phone calls are an important part of that process. Because the ******** had to completed the verification process, it delayed his order. He did receive his order and we have confirmed the gift cards have been used. He placed 2 orders after this particular order and he has received them the same day as ordered. If you have any additional questions or concerns, please feel free to contact us at ******* @cardpool.com.

3/31/2015 Problems with Product/Service
3/27/2015 Guarantee/Warranty Issues
3/27/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Cardpool sent me the wrong card and refuses to refund my money. In October 2014 I placed order XXXXXXX for a $50 AMC Movie Gift card at a price of $40. On 10/25/2014 I received an invoice for a $50 AMC card with a physical Walmart Card loaded with $34.69. I have a photo of this order with the invoice and the Walmart card which has a Cardpool internal inventory code attached. I immediately contacted ******** ******* via e-mail which is the only way Carpool will communicate. From the beginning, Cardpool treated me as though I made the mistake. We exchanged a series of e-mail which lead to my return of the Walmart Gift Card via Certified Mail on 10/29/2014. Carpool claims they never received the card. The Postal service cannot find the appropriate tracking. I told Cardpool to refund my money or I would dispute the charge with my credit card company. At that point, Cardpool did not communicate with me. After being notified by American Express of the chargeback they told me they could no longer refund my money because I contacted American Express! The dispute has now run its course with American Express and they did not refund my money. I am now in a situation where Cardpool has taken my $40 and I have absolutely nothing to show for it. On 2/10/2015 I renewed my complaint through the Cardpool e-mail portal and they have not responded with anything except an automated reply saying my mail was delivered. It is now 2/19/2015 and there has been no reply. I have made successful purchases from this company in the past without a problem. In this case they sent me the wrong item, kept my money, and will not respond. I am not satisfied, have not been satisfied, and have offered many solutions to Cardpool which they have declined. They have stolen $40 from me. I want it back!!!

Desired Settlement: I want an immediate refund of my $40. I would also accept a $50 AMC gift Card as I originally purchased. Either way there needs to be an immediate solution to this problem.

Business Response: Initial Business Response /* (1000, 11, 2015/03/23) */ We apologize for the inconvienance. After looking at our correspondence with the ******** and all the information provided, we would like to look into this further. Throughout the email correspondence the ******** stated that he has a photo of the incorrect card that was given to him. Can the ******** please send the photo through this complaint or to our ******* team at *******@cardpool.com? if he is able to provide that, we can fully read the information on the other card and we can find that card in our system, we will be more than happy to issue a refund. Our policy is we have to physically receive the card first before issuing a refund but if the card is in our system proving the error, we will make an exception unless we find that card has been used near the ********'s location. Initial Consumer Rebuttal /* (3000, 13, 2015/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will submit the photo to their e-mail address as listed in the reply. I have offered this before. At the end of our previous communication, the company stated the only reason they did not refund my money was a credit card dispute. Now that the credit card dispute has been closed there are new conditions. My experience has been one excuse after another. I will again comply with what they want. I am glad the BBB has been able to get some communication with Cardpool because they stopped communicating with me directly. I hope this will finally resolve this situation which could have been easily and completely death with months ago. Final Consumer Response /* (2000, 16, 2015/03/27) */ On 3/26 Cardpool finally refunded my money for the original order and gave me a gift card credit for my time and trouble. I can accept this solution to the issue and wish to close this case. I want to thank the BBB because without this public forum I do not think I would have ever reached a solution to this issue.

3/24/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I sent/mailed 6 $25.00 Best Buy gift cards to them using the postage paid label they provided and since that time they will not return emails to me regarding the status of my money from th he sale of those cards. Product_Or_Service: selling 6 $25.00 gift cards Order_Number: transaction #XXXXXXX

Desired Settlement: DesiredSettlementID: Refund I would love to receive the cards back.

Business Response: Initial Business Response /* (1000, 8, 2015/03/19) */ The customer did not account for sipping time. The transaction was created on 2/1/15 and she sent her cards via USPS. The timeframe they proved is 7 - 10 business days. We received her transaction on 2/11 and it was processed within 1 business day as promised. Our support team confirmed with her that payment has been sent and with a non response we assumed she was satisfied. We have verified the check has also been cashed. If you have any additional questions or concerns, please contact *******@cardpool.com Initial Consumer Rebuttal /* (2000, 10, 2015/03/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

3/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: To whom it may concern: At this point i have made mutiple attempts to contact this company to resolve an issue days later and still no resolve. On 2/3/15 i purchased a homedepot gift card from Cardpool.com

Desired Settlement: On 2/4/15 i placed an order with Cardpool.com for a homedepot eletronic card in the amount of $73.83 with mt credit card according to there policy i would have my e-card within 1 business day. I need only verify my info to complete the order and that i would recive a link by email to do so. I had recived said email but was unable to open the link. So i contacted ******** ******* via email as this is the only means of contact with them. Upon attemping to reopen the email link it opened and stated that i have already accepted or declined verification. which nethier did i do. Then a few moments later i recived an email stating that an attemped to call me was made to verify my information and that i needed to contact them to verify some info. after mutiple attempts to contact the number given in the email only to be directed to a voice mail each time. So again i contacted ******** ******* still no response from them to my email attemps to contact them. That was day 1. The follow day I placed 14 seprate calls to the number provided in the email for verification between the hours of 10am and 4pm PST as stated in the email only to be directed to there voice mail every time left massage stating my resin for calling and recived no response. So for the thrid now i have contacted there ******** *******. Only after stating that i would now be contacting the BBB if a response is not given by the close of the now 2nd business day did i recive a response which stated do to upcoming holiday mail would be delayed by USPS.Which makes no sense do to the facts: 1) My order is still in process becasue i have been unable to verify my info. 2) The "ELECTRONIC GIFT CARD" that i purchased stated by thier company is not a physical card and would be deliverd via "EMAIL" not the USPS. Therefore i sent a fourth email to thier ******** ******* that i would no longer like to purchase the gift and would perfer to cancel and now again they have no response from thier ******** *******. It is now day 3 please help. Sincerely *********** *** ****.

Business Response: Initial Business Response /* (1000, 8, 2015/03/05) */ The ******** placed his order on 2/4/15 and due to the ********'s new user status, they had to complete the one time verification process. This is an additional step taken to ensure all of our ********'s information is safe and secure. Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. We made an attempt to contact the ******** the same day on 2/4 and we were unsuccessful. We left a message for him to call us back at a better time. On 2/6 the ******** requested to cancel his order and a refund was issued that same day. We apologize for the inconvienance this may have caused but we take our customers' security very seriously and our phone calls are an important part of that process. If you have any additional questions or concerns, please feel free to contact us at ******* @cardpool.com.

3/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ORDERED A GIFT CARD VALUED AT 200 FOR $170 PURCHASE THRU MY BANK CARD. WE HAVE HAVE BEEN COMMUNICATING WITH COMPANY FOR OVER 4 WEEKS TO BE REFUNDED THE DEBIT REFUND OF $170. THEY HAVE EMAILED ME BACK NUMBEROUS TIMES TELLING ME THEY SUPPOSEDLY HAVE REFUNDED MY CARD AND IT COULD TAKE UPTO 10-14 DAYS TO BE CREDITED TO MY CARD. THAT EMAIL DATE WAS 1/20/15. THATS 21 DAYS AND STILL NO REFUND. I HAVE CONTACTED MY BANK, THEY CANT HELP ME, I WANT MY REFUND. THERE IS NO NUMBER TO CALL ONLY EMAILS, THEY DONT EMAIL YOU UNTIL AT LEAST 2 DAYS, AND THEY KEEP JUST SENDING US BACK THE SAME EMAIL STATING THEY HAVE REFUNDED. i WANT SOMEONE TO LOOK INTO THIS ASP. I AM GOING TO THE STATE ATTRNEYS OFFICE NEXT TO REPORT FRAUD. BELOW ARE VARIOUS EMAILS BACK AND FORTH Suggestions are available. Use up and down arrows to select. ⌂ Home Michelle Avatar Michelle âš™ Help Press ? for keyboard shortcuts. ******* Portal Re: Fwd: Cardpool Order #XXXXXXX Refund People *******@cardpool.com Jan 28 To me Please do not write below this line Cardpool *******, Jan 28: Hello, Thanks for following up with us! Our records confirm that your refund was issued on January 20th to your Visa credit card ending in 1712 in the amount of $170.00. As mentioned in your refund email, it will take a few business days to appear on your credit card statement. The exact timeframe depends on your bank or credit card company’s processes. If you do not receive your refund after 10 business days, please inquire with your credit card company. If you have any additional questions or concerns, please don'thesitate to contact us at *******@cardpool.com. Thanks for choosing Cardpool! Best Regards, Brooke MIchelle *********, Jan 27: Where is our 170 Refund Your dated email below on X XX XX says couple of days Sent via the Samsung Galaxy Noteï���® 3, an AT&T 4G LTE smartphone

Original message
From: Costa Kitchens <*******@costakitchens.com>
Date:01/27/XXXX XX:XX AM (GMT-05:00)
To: MIchelle ********* <**********@yahoo.com>
Cc:
Subject: Fwd: Cardpool Order #XXXXXXX Refund
Forwarded message From: Costa Kitchens <*******@costakitchens.com> Date: Tue, Jan 27, 2015 at 11:35 AM Subject: Re: Cardpool Order #XXXXXXX Refund To: Cardpool <*******@cardpool.com> I warned you. I will continue to post this everywhere until I get my credit.. Period!!!! Thanks, we've got your review! Share it with friends! *******-73 1/5 posted Jan-XX-XXXX "Bought a Chicos Gift card for my wife for Christmas and went to use it and it appears it was already used. My wife was completely embarrassed and we notified Cardpool and they agreed to make the refund after 4 emails to their ******** service Bot. Now we have been waiting 2 weeks for the credit to appear on my bank. This place is unscrupulous and I would really look for an alternative way to get your gift cards. They Suck" On Tue, Jan 20, 2015 at 6:15 PM, Cardpool <******@cardpool.com> wrote: Dear *******, We are sorry for the inconvenience with your order. We wanted to let you know that we've issued a refund in the amount of $170.00, which you should see reflected in your credit card statement and/or Cardpool gift card balance within a few business days. We apologize for the inconvenience this has caused. Please email us at *******@cardpool.com if you have any further inquiries. Best regards, Cardpool.com Thanks, ******* ********* Sr. CKD

Desired Settlement: I WANT MY 170 DOLLARS CREDITED IMMEDIATLEY TO MY BANK. IT DOES NOT TAKE 10-14 DAYS TO RECEIVE A CREDIT ONCE CARDPOOL HAS PROCESSED IT. IF THEY CANT DO THAT THEN SEND ME A $200 GIFT CARD

Business Response: Initial Business Response /* (1000, 8, 2015/03/05) */ According to our records this ******** was issued a refund on 1/20 as requested. He was also updated that it may take up to 7 - 10 business days before it reflects on his statement. We apologize about the inconvienance but unfortunately this is due to the banks process, not ours. The ******** should have his refund by now. Our records also indicate the refund has successfully gone through as promised. Please see the attached picture. If you are still having issues seeing this on your statement we highly recommend providing your bank with the following reference number XXXXXXXXXX.

3/20/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I made purchase from cardpool.com and they cancelled order without reason or my approval. I believe this company tries to sell items they don't have. Purchased from carpool.com on 1/29/15. My item never arrived and when I inquired cardpool.com says my order was cancelled. I was never notified of this cancellation nor was I ever provided a reason as they simply stated that my information could not be verified. I asked what that meant and they did not respond. I believe cardpool.com tries to sell things they don't actually own. I would recommend to all prospective buyers to use other sites for buying and selling gift cards as cardpool.com is fraudulent and dishonest.

Desired Settlement: I want what I purchased. I also used coupons on my purchase so if my purchase is not completed I am do these coupons as well as my refund.

Business Response: Initial Business Response /* (1000, 9, 2015/03/02) */ This ********'s account has been closed by our risk department and we are unable to accept these orders. Full refunds were issued promptly and will be reflected in the ********'s statement within a few business days. Per our policy, our ******** ******* team prioritizes only those requests from customers whose accounts remain in good standing. If there are any further concerns, please feel free to write us. Initial Consumer Rebuttal /* (3000, 11, 2015/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Tell me how my account was a risk and therefore closed? I had a long history of buying and selling with Cardpool without any issues whatsoever. Again, this is clearly another example of this company's fraudulent selling activities by trying to sell what they do not have and then when they do sell the product and can't fill the order they say order was cancelled because of a risk issue. I am going to go ahead and post this complaint in facebook for the world to know and hopefully one of two things result... 1) Cardpool stops these fraudulent tactics or 2) Cardpool gets so much backlash and destroys their image they have to close shop. Terrible terrible company! Final Business Response /* (4000, 13, 2015/03/18) */ This and other accounts have been closed for not complying with the guidelines of the referral program. In our terms it states " The Referred ******** was not previously registered with the Service under any email address or alias;". We apologize about the inconvienance but we cannot honor those purchases that are made without meeting the qualifications of the program. Please feel free to read more at http://refer.cardpool.com/terms-and-conditions/XXXXXXXXXe29cceXXXXXXXXX#res. If you have any additional questions or concerns, please feel free to reach us if you have any additional questions at *******@cardpool.com. Final Consumer Response /* (4200, 15, 2015/03/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Untrue, all criteria was met. Cardpool is a scam company and I have been telling everyone to stay away. Never will do business with again! I will post this on Facebook too to let everyone know to stay away.

3/20/2015 Problems with Product/Service
3/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have attempted to sell a gift card which was I was told would be taken and reimbursed for in the same day. No action has occurred from them. My order number is #XXXXXXX. I submitted my information on 1/31 and was called on February 1 to confirm my information whereby I was told I would receive an Amazon gift card before the end of business that day. I called again and was confirmed that the prior agent had submitted my information to the "processing" department. The day passed *** nothing occurred. I was emailed the day after saying that they had not received my gift card in the mail and to submit a tracking number though I had opted for a solely online transaction with no mail involved. It was then amended to the previous situation and further contact from then has provided the same answer I have received before.

Desired Settlement: I would simply like my gift card that I arranged to receive in the first place. An Amazon Gift Card for the value of $40 in exchange for my Best Buy gift card.

Business Response: Initial Business Response /* (1000, 8, 2015/03/02) */ This ********'s account has been closed by our risk department and we are unable to accept any transactions at this time. We returned ownership of the card back to the ******** and notified him we would not be able to accept his transaction, therefore he would not be receiving an amazon gift card. Due to this being an online transaction all communication and ownership of card was returned via email. We apologize for any inconvienance this may have caused. If there are any further concerns, please feel free to write us.

3/18/2015 Problems with Product/Service
3/9/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: On 1/19/2015 I sent in a gift card to Cardpool.com for Red Robin I was selling to card to Cardpool and they have not done anything with the order. On 1/19/2015 I sent in a gift card to Cardpool.com for Red Robin I was selling to card to Cardpool and they have not done anything with the order. I have emailed them with no reply and I have no way to call them since no customer service number is listed anywhere online.

Desired Settlement: My transaction to be processed and given the check as promised by CardPool.com

Business Response: Initial Business Response /* (1000, 5, 2015/02/16) */ The customer created her transaction on 1/19/15 and shipped it by using the us postal service. We cannot guarantee the timeframe of the delivery but we do have an estimate 7 - 10 business days. We received the transaction on 2/3/15 and emailed the customer with an update of receipt. We issued the customer her payment on 2/4/15 within one business day as promised. if you have any additional questions or concerns, please feel free to email us at *******@cardpool.com

3/3/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Cardpool will not respond properly to my inquiries nor allow me to place orders. I have been placing orders though Cardpool for over one and a half years without issue. For the last few months, Cardpool denies all of my orders. I email to ask why and either no one responds or I get a template response that in no way addresses my concern. I do not understand why as a repeat ******** my information cannot be verified anymore. There have not been any changes since my last successful order.

Desired Settlement: I want them to contact me as soon as possible to explain how I can place orders again.

Business Response: Initial Business Response /* (1000, 5, 2015/01/29) */ This ********'s account has been closed by our risk department, we are unable to accept these orders. Full refunds were issued promptly and will be reflected in the ********'s statement within a few business days. Per our policy, our ******** ******* team prioritizes only those requests from customers whose accounts remain in good standing. If there are any further concerns, please feel free to write us. Initial Consumer Rebuttal /* (3000, 7, 2015/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response does not address my concern. My account was in good standing with no problems for almost two years. Suddenly, with no changes on my part, my account was supposedly closed. However, I can still log in. I asked that someone contact me and explain how I can place orders again by verifying my information. No one contacted me. Final Business Response /* (4000, 9, 2015/02/18) */ This ********'s account has been closed by our risk department and we are unable to accept these orders. Full refunds were issued promptly and will be reflected in the ********'s statement within a few business days.Per our policy, our ******** ******* team prioritizes only those requests from customers whose accounts remain in good standing. We apologize for any inconvenience this may have caused but If there are any further concerns, please feel free to write us.

3/3/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Gift card never received, won't refund my money I ordered a gift card from thsi company on Dec 8, plenty of time to deliver for Crhsitmas. When it did not arrive between 3-7 business days as quoted, I emailed the company FOUR times, since they do not offer a ******** service number to reach someone. Now I know why! I explained to them that they shipped my gift card to AL, when I live in CO, and the card was not going to arrive in time. I also asked for a tracking number, which they said they do not have when they finally responded to my 4th email. They refuse to give me my money bacjk, simply stating it can take up to 3 wks since it was shipped to the wrong state. It's not my fault this company shipped to the wrong state, and they have my money, which I want refunded immediately! They wrongfully took my money and failed to provide the product I purchased. That is fraudulent!

Desired Settlement: Refund me immediately for 22.25

Business Response: Initial Business Response /* (1000, 5, 2015/01/20) */ This ******** placed an order and checked out with an AL address but lives in CO. After the order was shipped she contacted our ******* team who responded to her within 1 business day as promised, for each email she sent. A ******** ******* rep explained to the ******** that although she had checked out for the wrong state that USPS is sent according to the zip code and the error may correct itself. She was also told that our policy is to allow for the correct timeframe so we may guarantee the order did not deliver. We apologize about the inconvenience this may have caused but we cannot guarantee shipment in the promised timeframe if the incorrect shipping information is entered. We have issued the ******** a full refund for her order and it should appear on her bank statement in 5-7 business days, depending on her bank. If you have any additional questions or concerns, please feel free to reach us at *******@cardpool.com. Initial Consumer Rebuttal /* (3000, 7, 2015/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not responded to within 1 business day as stated, nor have a received a full refund for product not received from this rip-off company that's been holding my money hostage for nearly two months. I TOLD them it did nor deliver, so as a company, they should do their research and know most customers are honest (statistic) and issue the refund. Worst company ever, I don't even know if they ever even shipped the gift card since they do not provide tracking, and refused to provide me with tracking even though I asked for it three times. Not only did they not responds to my emails, they also did not return my calls from voice mails I left. They do not even offer a ******** service number to speak to a person. The only reason I found any kind of number is because my bank posts that with every charge...and it's only a voicemail number that they don't call you back from. Point being, I have no refund as of yet.

3/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company charged credit card without delivering the product. I attempted to order electronic gift cards from the company twice. They were supposed to be delivered within one business day. I spoke on the phone with a company representative who called to confirm my first order. For the second order, they called again and left a voicemail asking me to return the call. I made several attempts to call but only received a voicemail message. Since I was unable to speak to someone, I emailed ******** service but received no response. The company charged my credit card for both items and did not deliver the product. After emailing them regarding the non-delivery, I received a response stating, "Our risk assessment team has determined that we aren't able to accept the order at this time. You should have received an email from us earlier containing details about a refund for both of your purchase. Unfortunately, we're not able to disclose any further specifics regarding this process." The original order was placed a week ago, and I am still waiting for the refund. I am concerned that this company is scam.

Desired Settlement: I just want the refund due for the two orders. I would also like an explanation of why they refused to deliver the order and did not provide a refund until I complained about non-delivery several days later with only a response of "Unfortunately, we're not able to disclose any further specifics regarding this process." This language sounds very much like a scam.

Business Response: Initial Business Response /* (1000, 5, 2015/01/29) */ As a precaution to our ********'s we have to verify the information of all ******** to ensure their information is safe and secure. This ******** could not verify their information and for that reason their order was cancelled and refunded. We apologize about the inconvienance but depending on the ********'s bank it can take up to 7 - 10 business days to appear on your statement. By now the ******** should see their refund. If there are any additional questions or concerns, please feel free to reach us at *******@cardpool.com. Initial Consumer Rebuttal /* (3000, 7, 2015/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did verify my information with the company when the ******** service representative called for the first order. She asked for our nearest cross street and the company through which my VISA was issued. I provided her with this information, and she indicated I would be receiving the item within one business day.

2/27/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Sold a gift card for 230.00 they never sent me the money. I sent the gift card on jan 5 i tracked it and they recieved it on jan X XXXX. Tracking no. XXXXXXXXXXXXXXXXXXXX. I emailed them because i still didnt recieve it 3 or 4 days after i knew they recieved it and they said they didnt recieve it. I gave them the no.then a few minutes later they said they sent it on the 13thso i waited and still didnt recieve it. And now if i email them they do not respond at all. _ still nothing i needed that money for bills. I won that card at work from a large corperation the pottery barn and the card had 250.00 on it fro, the apple store. Please help me get the card or mu money. ******* ********.

Desired Settlement: My.230.00 dollars or the card returned WITH the 250.00 on it

Business Response: Initial Business Response /* (1000, 6, 2015/02/13) */ We did receive the ********'s card and issued a check payment for it on 1/13/15. She has recently contacted and we have issued another check payment to the ********. We also updated the ******** on the new check that was being issued. Although we cannot control the outside shipping of the checks we have still issued the ******** a complimentary gift card for the inconvienance. If you have any additional questions or concerns, please feel free to contact us at *******@cardpool.com Initial Consumer Rebuttal /* (3000, 8, 2015/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have no knowledge of a new check being issued, i didnt receive anything srating this. And as of today febuary XX XXXX at 8:00 am central this i havent recieved it. But will let you know if i rrecieve it today. If i do then this matter will be resolved. Thank you for your help!! I will be satisfied once i recieve it. But not until then. Final Consumer Response /* (2000, 11, 2015/02/27) */ I recived the money but not the gift card they said they were sending me ,but at least i got the money Thank you for your help, resolved

2/27/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Say they need "verification" but call back 3 times and no one answers. SCAM and RIPOFF company. Avoid! Made a purchase at 10:15 AM Pacific. Appeared to go through. At 10:25 they called me and I wasn't available, so they called back saying they needed some kind of verification. I called back as soon as I could, at 11:34 AM Pacific. No one answered and I was sent to voicemail. They hadn't told me WHAT information they needed, so all I could do was ask them to please call me back. Nearly two hours later they still hadn't called back, so I called again at 1:12 PM Pacific. Again NO ONE ANSWERED this supposedly reputable business and I was sent to voicemail. I asked them to please return my call and, in the event they didn't reach me, to please tell me in the message what information they needed so I could get that to them even if no one answered when I called them back. 24 hours later no one had returned my call. I called again, a third time, at 1:24 PM Pacific. No one answered. I should underscore that they say in their emails that they are open from 10 AM to 4 PM Pacific. They don't say only on some days, or only when they're not busy, or that they'll take days to return your call. They say you can reach them between 10 and 4. After three attempts, I gave up. I still have no clue what "verification" they needed; I've purchased everything from airline tickets to wedding rings online and literally no other merchant makes me jump through these kinds of hoops, and then doesn't even have the staff to pick up the phone. I initiated a charge-back through my credit card company for non-delivery of merchandise. I'm going to go out of my way to recommend others avoid this scam, rip-off company. They might have valid reasons for needing some kind of extra verification (I can't imagine what those reasons are, or what the verification is, since they never deigned to provide me with it, but it's theoretically justifiable). But it's unjustifiable to say you're open and then not answer your phone and not return messages over the course of a day and a half. If you want to get a gift card for a few dollars off three weeks from now after seven phone calls, then I guess this business is worth your time. Otherwise, look elsewhere.

Desired Settlement: I've already initiated a chargeback with them, but yeah I fully expect they will refund every cent they charged me for their fictitious products. You didn't have a "go out of business" option for desired settlement, but maybe if enough of us dispute the charges the credit card companies can run them into the ground.

Business Response: Initial Business Response /* (1000, 5, 2015/01/21) */ Due to the ********'s new user status, they must complete the one time verification process. This is an additional step taken to ensure all of our ********'s information is safe and secure. Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. We take our customers' security very seriously and our phone calls are an important part of that process. We made several attempts to contact the ********: 12/23/14 - at 11:31am 12/26/14 - at 9:07am 12/27/14 - at 6:49am We could not reach the ******** and for that reason his order was cancelled and refunded as of 12/31/14. The ******** did issue a chargeback case but we had already issued a refund. The refund may take up to 7 - 10 business days depending on the ********'s bank. If you have any additional questions or concerns, please feel free to contact us at ******* @cardpool.com. Initial Consumer Rebuttal /* (3000, 7, 2015/01/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) This doesn't address the issue: They called on the 23rd, and I called right back, during their business hours, and they didn't answer. I called again on the 24th, during their business hours, and they didn't answer. The resolution needed is that they should respond when customers call them to jump through their ridiculous hoops (I don't "welcome" the hassle and based on the other complaints posted here other customers don't either). If they say they are open, they should answer the phone and respond within 24 hours. They were open on both the 23rd and 24th yet didn't respond. By the time they finally called me back on the 26th it was too late and I had already initiated a chargeback (well before their refund). Moreover, if they are too poorly-organized to have enough staff to answer the phone, they should leave the information needed *in the message they leave with customers* so that we can call or email them back with that information, instead of calling again and again until we get an actual human, who are apparently in short supply there. Summary: - when you say you're open, pick up the phone - when you get a message, respond within 24 hours - when you leave a message with the ********, explain what information you need so customers can communicate that to you immediately - stop justifying your unnecessary hassle behind "many of our customers welcome," which you literally have no proof of and ample proof to the contrary here on this site - in short, stop scamming your customers and wasting our time Final Business Response /* (4000, 9, 2015/02/11) */ Due to the ********'s new user status, they must complete the one time verification process. This is an additional step taken to ensure all of our ********'s information is safe and secure. Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. We take our customers' security very seriously and our phone calls are an important part of that process. We made several unsuccessful attempts to contact this ********. For that reason we cancelled the order, issued a refund and updated the ******** immediately via email. We apologize if this was not the desired outcome. If you have any additional questions or concerns, please feel free to contact us at ******* @cardpool.com.

2/27/2015 Problems with Product/Service
2/25/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Cardpool owes me for two gift cards that were sent and not paid: $60.03 is owed for an AC Moore card and $85.09 for a Petco card. Cardpool owes me for two gift cards that were sent and not paid: $60.03 is owed for an AC Moore card and $85.09 for a Petco card. Cardpool bulk sales department advised that these two payments were going to be ACH transferred to my account last week. However this did not happen. Apparently this company doesn't take phone calls.

Desired Settlement: $273.12. This number represents the $145.12 owed for the two cards plus an additional $128.00 to cover any related costs to obtain cardpool's performance of the contract, and incidental costs i.e. late fees, overdraft fees, delay costs, interest, etc.

Business Response: Initial Business Response /* (1000, 8, 2015/02/09) */ We had issues verifying this ********'s cards he sent is. he is a good ******** with good standing and we appreciate his business. He was contacted on 1/12/15 and spoke with our Bulk sales account representative to address his issues. We processed what we could and returned the 1 Petco card back to the ********. According to our records this issue has been resolved with the ********.

2/24/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I purchased a giftcard, after confirming my info for fraud they said I would receive my card in 24 hours. After 24 hours no card no response. I purchased a Lowe's gift card, after confirming my info for fraud they said I would receive my card in 24 hours. After 24 hours no card no response.They do not respond to emails, no phone number, no refund which I requested after not getting any response.The charge was for $450.47.

Desired Settlement: $450.47.

Business Response: Initial Business Response /* (1000, 8, 2015/02/05) */ Due to the ********'s new user status, they must complete the one time verification process. This is an additional step taken to ensure all of our ********'s information is safe and secure. Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. We take our customers' security very seriously and our phone calls are an important part of that process. The ******** verified his information on 12/9/14 at 9:43pm and his order was shipped to him on 12/9/14 at 10:35pm, within one business day. We have the following statement to on our website "In some cases we may ask for additional verification and your order will remain pending until we receive all the necessary information requested."If you have any additional questions or concerns, please feel free to contact us at *******@cardpool.com.

2/23/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: ordered gift cards to be sent to me electronicly received and printed them they state can be redeemed in store but was not able to told only online order number isXXXXXXX the amount is $4031.75 the store is Bloomingdales they were orderd on1/24 have been e-mailing them since 1/28 and have not been able to resolve the problem. They do not have a phone number or person to speak to directly.the gift card states as follows TO REDEEM IN STORE PRINT THIS ENTIRE PAGE AND PRESENT TO ANY SELLING ASSOCIATE WHEN YOU ARE READY TO CHECK OUT.The terms and conditions are stated as follows.Your bloomingdales.com e gift card number may be used to purchase merchandise on line or by mail or in store by printing and presenting this entire E GIFT CARD E MAIL

Desired Settlement: I would like the amount billed credited back to my credit card

Business Response: Initial Business Response /* (1000, 5, 2015/02/16) */ This ******** placed an order for paper gift cards that were not able to be used in store. We fully looked into the issue and confirmed that the cards were not able to be used as the ******** intended. Although we do not accept returns for these type of gift cards, we made a one time exception for this customer as he was not satisfied with his order. If the ******** has not received the refund on his statement, we highly recommend that he contact his bank with the following reference numbers: XXXXXXXXXX, XXXXXXXXXX, XXXXXXXXXX, XXXXXXXXXX and XXXXXXXXXX. In addition to his refund we have also issued a complimentary Cardpool gift card, that he should be receiving shortly. We truly apologize for the inconvienance and if you have any additional questions, please contact us at *******@cardpool.com. Initial Consumer Rebuttal /* (2000, 7, 2015/02/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

2/20/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Bought e-gift card. Was charged. The card never arrives. And no one replies despite I contacted them several times. It's been three days. Bought $1200 e-card with order number #XXXXXXX and verified my id with them through phone. The card did not arrive and no one reply my multiple emails. It has been several days and there is no reply. The card was supposed to be delivered in 1 business day. More details below: 12/16 purchased and charged Order #XXXXXXX 12/17 answered their phone call and questions. was promised to have the card within 1 day. 12/18 contacted them. no reply 12/19 contacted them. no reply

Desired Settlement: Full refund and an apology.

Business Response: Initial Business Response /* (1000, 5, 2015/01/21) */ This customer placed an order for electronic codes and due to the call verification needed and the high amount of orders received for the holiday season, the order was delayed. We truly apologize for the inconvenience and for the reason we have issued a complimentary gift card. According to our records the customer has since received his order and use the gift cards. If you have any additional questions or concerns, please feel free to contact us at *******@cardpool.com. Initial Consumer Rebuttal /* (3000, 7, 2015/01/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is simply not true. The Order was not only delayed but also only partially fulfilled even in the end, with about 250 card cancelled (I already paid for it and only got refund several days later). That affected my purchase and caused a loss. And there was no complementary gift card. That is a lie. Final Business Response /* (4000, 9, 2015/02/05) */ Although the order was partially fulfilled, minus 1 card, we issued a refund simultaneously from the time the order was shipped. At that time we notified the customer their order was partially fulfilled and a refund could take up to a couple of business days to reflect on their statement. Please see the attached photo of email issued on 12/20, the same day the order was shipped. Please let us know if you have any additional questions or concerns.

2/19/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Did not refund my order I ordered e-gift cards. Website said delivery within hours. I email several times and called, no response. Wesbite indicated COMPLETE satisfaction or full refund. I missed the sale since they did not send the cards and no longer need them.

Desired Settlement: FULL REFUND.

Business Response: Initial Business Response /* (1000, 9, 2015/02/18) */ The customer created his order on January 24th at 6:30am, his codes were shipped to him via email on january 24th at 3:09pm. On our website we do not guarantee delivery within hours, our website actually states "These electronic gift cards will be emailed to you within 1 business day." They were provided to the customer within the 1 business day as guaranteed. We do not accept returns for ecodes but we allowed a one time exception for this customer. We issued him a full refund on January 25th at 7:37am. If you have any additional questions please fel free to write us at *******@cardpool.com. Initial Consumer Rebuttal /* (2000, 11, 2015/02/19) */ They refunded my money. Close complaint.

2/17/2015 Delivery Issues | Read Complaint Details
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Complaint: Mailed them almost 7000.00 worth of gift cards that I am selling to them, have not recieved the check yet a month past the time they said i should. on Transaction number XXXXXXX I mailed cardpool approx XXXXX.00 worth of gift cards that I was selling for cash. I have sold cards with them before with no issues and have always recieved checks within two weeks. I mailed the cards on 12/13/2015 and have heard absolutley nothing from there end so far. They do not answer the phone when i call, i emailed them and got a reply saying they were backed up and they would be processed immediatly but this was two weeks ago and is severly hindering my business.

Desired Settlement: would either like the payout i was suppoused to get in the first place. or the gift cards returned with the same balance on them as when they were sent

Business Response: Initial Business Response /* (1000, 6, 2015/01/29) */ This customer's account has been closed by our risk department, we were unable to accept these orders. All of the customer's cards were sent back immediately and according to the tracking number they have arrived back to the customer on 1/22 in the same condition as received. Per our policy, our customer support team prioritizes only those requests from customers whose accounts remain in good standing. If there are any further concerns, please feel free to write us.

2/11/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I sold CardPool.com $100.00 worth of giftcards on 12/26/14. They agreed to send me a $84.29 Amazon giftcard. It has been over a week and no response. I sold CardPool.com $100.00 worth of giftcards on 12/26/14. They agreed to send me a $84.29 Amazon giftcard. It has been over a week and no response. I have attempted to contact them via email several items and their website fails to provide a customer service number.

Desired Settlement: I simply want my $84.29 Amazon giftcard.

Business Response: Initial Business Response /* (1000, 5, 2015/01/22) */ This customer created his transaction on 12/26/14 and expected his payment on 12/27/14. Cardpool.com clearly states on the website that we do not issue payment for cards that we have not received. The customer did not account for shipping time during USPS busy season. We received the physical package as of 1/7/15 and issued the Amazon payment to the customer as of 1/8/15, one business day as promised. We apologize for the delay in your shipment but we cannot guarantee delivery times from the postal service. The customer also contacted us on 1/5 and 1/6 the same day the complaint was filed, he was provided an explanation for the delay and was satisfied but still filed the complaint. Please see attached. We hope the customer is now happy with the amazon payment. For any additional questions or concerns, please feel free to contact us at *******@cardpool.com

2/11/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I sold a giftcard to Cardpool.com for $700 to ****** A. ***** on 12/30. Since I mailed my physical card to them, they have since stopped communicated. I have called over 20 times and left voicemails and also left 3 emails with no response. Essentially, my giftcard valued at $1000 was stolen from me. I am distraught about it because I sold the card to help me pay for my grocery bills during the holidays. The Transaction #XXXXXXX

Desired Settlement: I would like to have my check sent Fedex overnight to my address and be compensated the full $1000 of the gift card. As a result, I have been delinquent on some of my bills and also have had very little discretionary money to pay for food.

Business Response: Initial Business Response /* (1000, 5, 2015/01/22) */ Due to the customer's new user status, they must complete the one time verification process. This is an additional step taken to ensure all of our customer's information is safe and secure. Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. We take our customers' security very seriously and our phone calls are an important part of that process. According to our records we have issued the customer a check as of 1/12/15 and we also updated the customer. The check was cashed by the customer as of 1/22/15 confirming he has received it. If you have any additional questions or concerns, please feel free to contact us at support @cardpool.com.

2/11/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Order #XXXXXXX, cancelled but not refunded. I ordered for a walmart gift card Order #XXXXXXX. They told me from the support desk that, it will not be honored and will be refunded. but I have not received the refund till now.

Desired Settlement: Requesting the order is cancelled, please send the money back to my card.

Business Response: Initial Business Response /* (1000, 9, 2015/01/25) */ The customer placed an order on 12/28 and the order was cancelled and refunded simultaneously on 12/29 at 7:45am. ALthough the refund was issued the same time as the cancellation, it could take up to 7 - 10 business days depending on their bank and when they release the funds. We have yet to hear from the customer again so we assume she has received her refund. We apologize for the inconvienance this may have caused. The customer's desired resolution has been met but if there are any additional questions/concerns, please contact us at *******@cardpool.com.

2/9/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: My Mom's credit card info was compromised and marked as fraud! This gift card was sold to carpool.com on 12/22/2014 and the information was compromised on 12/24/2014!

Desired Settlement: A full refund for the sold gift card to carpool.com

Business Response: Initial Business Response /* (1000, 5, 2015/01/21) */ We are sorry to hear your mother's cards have been compromised. Can the customer please provide us with the card number and transaction number and we will be more than happy to look into the issue and issue a refund if possible.

2/9/2015 Delivery Issues | Read Complaint Details
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Complaint: I sold gift cards to Cardpool and they did not pay for them I purchased gift cards from Saks Fifth Avenue and sold them to Cardpool. Cardpool did not pay me for them as they had promised

Desired Settlement: Please pay for the gift cards I sold

Business Response: Initial Business Response /* (1000, 5, 2015/01/21) */ This customer's transaction was not accepted by our risk department. For that reason we were unable to issue a check for these cards. The cards were returned to the customer in the same condition we received them in. If there are any further concerns, please feel free to write us at *******@cardpool.com

2/9/2015 Problems with Product/Service
2/9/2015 Problems with Product/Service
2/6/2015 Advertising/Sales Issues
2/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Cardpool is canceling our orders and not telling us what is wrong so w can correct any problems. This has been going on since Nov. Cardpool is canceling our orders and not telling us what is wrong so we can correct any problems. This has been going on since Nov.30, 2014. This involves six orders from two consumers. Also Cardpool's own gift card is involved in some orders that Cardpool cancelled. We requested many times to speak to someone to let us know how to correct the problem. The e mail reply we get each time: "Thank you for following up with us. Our risk assessment team has determined that we aren't able to accept the order at this time. You should have received an email from us earlier containing details about a refund for your purchase. Unfortunately, we're not able to disclose any further specifics regarding this process. We truly apologize for any inconvenience to you." A confirmation was issued when the orders were completed and then we receive an e mail stating the order(s) were cancelled, except no notice on #XXXXXXX. Order numbers involved: XXXXXXX XX-XX-XX XXXXXXX XX-X-XX XXXXXXX XX-X-XX XXXXXXX XX-X-XX XXXXXXX XX-X-XX XXXXXXX XX-XX-XX Cardpool states on previous complaints filed with the BBB: We are committed to making our customers happy by offering the highest level of service possible. We currently provide customer support via email. We continue to monitor our customers' feedback and determine the best ways to provide them with the best experience. We have NOT experienced a high level of service nor a good experience.

Desired Settlement: A full detailed explanation why our orders have been cancelled by Cardpool and if there is a problem with the Cardpool gift cards issued by Cardpool being accepted (their own card). Complimentary gift cards for all the time and hassles this situation has created.

Business Response: Initial Business Response /* (1000, 5, 2015/01/03) */ According to our records, both accounts in question have been closed by our risk assessment team for not complying with out Terms of service. Please feel free to read more at http://www.cardpool.com/tos. As of 11/30/14, we were no longer able to accept any orders from these accounts. If you have any additional questions, please feel free to write us at *******@cardpool.com. Initial Consumer Rebuttal /* (3000, 7, 2015/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Cardpool has never informed us that the accounts have been closed nor what is in violation of the terms of service. I would like to know, in writing, what terms of service have not been complied with. 1-6-15 HK Final Business Response /* (4000, 19, 2015/02/05) */ Final Consumer Response /* (2000, 21, 2015/02/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company's response was on X-XX-XX when the accounts were to be reinstated 1-9-15.

2/6/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: They won't stop sending me emails. No place to unsubscribe They won't stop sending me emails. No place to unsubscribe

Desired Settlement: They won't stop sending me emails. No place to unsubscribe

Business Response: Initial Business Response /* (1000, 8, 2015/02/05) */ This customer notified Cardpool.com on 1/25 to remove her from our email list. On the same day as her request, we removed her and she will no longer be receiving emails. She has been contacted twice to inform her of this update. If you have any additional questions or concerns, please feel free to contact us at *******@cardpool.com. Initial Consumer Rebuttal /* (2000, 10, 2015/02/06) */ 2-6-15 Sent via email: YesI will contact you again if it starts to happen again On Fri, Feb 6, 2015 at 7:51 AM, ****** ***** <******@bbbemail.org> wrote: Good morning, Is it ok to close your complaint? Kind regards, ****** *****, Dispute Resolution Specialist

1/28/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Stole $1200 in Neiman Marcus cards, refused to honor their terms of service. Stole $1200 in gift cards that were issued directly to me, cards cannot be returned to me.

Desired Settlement: I want the $1050 the contract guaranteed me, they broke that contract under California law.

Business Response: Initial Business Response /* (1000, 5, 2015/01/11) */ We currently do not accept transactions internationally. This customer confirmed that he no longer lives in the United states but when the customer created the transaction he used a CA address. We were not able to accept the transaction and returned the cards to the address the customer provided as his. He was updated with that information in the email correspondence with our support team. The package was signed by ****** which is an authorized agent according the the customer, please see the address below that was provided: ***** ***** *** *** ****** Suite ** c/o **** ****** *********** CA XXXXX We understand the frustration of the customer but we cannot issue a check for cards we did not purchase. We highly recommend reaching out to Fuhrer who has signed and accepted your package. Although we do not have possession of the physical cards anymore, what we can do is provide the customer with the card information he provided us so that he may still be able to use those cards. If that is an option you would like to move forward with, please let our support team know and they will be more than happy to assist you at *******@cardpool.com.

1/27/2015 Problems with Product/Service
1/27/2015 Billing/Collection Issues
1/26/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Not only did they refund my product when I did not want it refunded, they kept giving me the run around. On December 14th, I ordered a $21.26 Online Victorias Secret gift card from Cardpool (order # XXXXXXX). On December 15th, I received an email from their verification center stating that they had tried to call me but could not reach me and that they needed to speak with me to verify my order. My phone had not rang at all that day. They left a phone number, which I called, and called, and called and got sent to a voicemail system every time. So I emailed the support email address again, and their reply was the exact same "verification" message I had recieved earlier. So I called and called again, and still got no answer. Eventually, after leaving several voicemails and sending several emails, a woman finally called me back. She told me they had called and my voicemail box was not set up, but I know for a fact that it is because I have voicemails waiting in my mailbox right now. She asked me verification questions which were 1) my billing address 2) the customer service phone number on the back of my card and 3) the nearest cross street or highway to my billing address. I gave her all the answers correctly, even giving her the highway AND two cross streets. She told me the processing center would be emailing me by the end of the business day. Not even five minutes later, I got an email saying they were going to refund my money because their "risk processing team" could not verify my order. I really do not feel like they had time to even review my order in that amount of time. This gift card was supposed to be a gift, and now not only do I not have the gift card, but I do not have that money to try and find something else because I have not received my refund. Also, I placed my order under my other email address which is **************@gmail.com, because I am trying to get rid of my old address. The customer service department not only gave me the runaround, but then refused to complete my order. I am very disgusted by the way they run their "business".

Desired Settlement: I would like my refund and my gift card I ordered. I did not ask for my order to be refunded.

Business Response: Initial Business Response /* (1000, 5, 2014/12/28) */ This customer placed an order and needed to complete the verification process. Due to the upcoming holiday's we have experienced increased volumes of calls more recently. According to our records she was unsuccessfully contacted at 11:15am on 12/15. Our support team member was unable to leave a voicemail and as a secondary precaution an email was left. It is crucial to our process and the security of our customer's that they complete the verification process correctly. This customer was unable to correctly confirm the information she had versus the information that was submitted when the account was created. For that reason and according to our terms of service, her order was not fulfilled. We provided full refunds and updated the customer on 12/16/14. If you have any additional questions or concerns, please feel free to write us at *******@cardpool.com Initial Consumer Rebuttal /* (3000, 7, 2015/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) They were able to leave a voiceail. My voicemail has always been set up. Final Business Response /* (4000, 9, 2015/01/11) */ Unfortunately, this customer was still unable to confirm their information with what we had on file. We apologize for any inconvenience this has caused but to maintain our orders and ensure each order is safe and secure. As mentioned in the previous response a refund was issued promptly as the customer requested in her complaint. We cannot fulfill the customer's request of also issuing her a gift card in addition to the refund. If there are any other questions or concerns, please feel free to contact us at *******@cardpool.com.

1/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Order no XXXXXXX: Cardpool has been unresponsive and held onto my money for a week although they cancelled the transaction. Order no XXXXXXX of purchasing gift cards: Cardpool deducted 1772.74$ from my credit card on 12/8 to purchase homedepot gift cards. After more than a week of no responses, I contacted them multiple times on XXXXXXXXXX and the response for 3 times was that they will check and get back after which I was asked to email *******@cardpool.com. When I emailed them asking why there hasn't even been an email confirmation after the cash got deducted, their response was that the transaction was too risky and they have returned the gift cards. But I was not selling them gift cards. I was buying them. I clarified this and asked for my money back. Although they guarantee a 24 hour response, they have not responded or returned my money to the bank. The whole point of the gift card was to purchase a holiday offer in home depot. Now I am left without the offer and no gift cards. I would have gone to a different gift card vendor, if they had immediately responded, or at the least not withdrawn the cash from my credit card so I can make a different purchase.

Desired Settlement: Actual amount deducted - $1772.74 plus Value of the gift card - $165.06 TOTAL = $1,937.80 I would like them to give me back the actual value of the gift cards which is $1,937.80 so I can buy the product in home depot without the gift cards, since they blocked the credit on my credit card, without delivering a product. Even now, they have not even given my original money back or responded to my multiple emails or calls. The offer in home depot for the holiday season is about to end and if this doesn't happen within that timeframe, I will be forced to take it to the legal department.

Business Response: Initial Business Response /* (1000, 8, 2015/01/03) */ Due to this customer's new user status he had to complete our one time verification process. We verify the information we have on file for this customer and the customer could not provide the correct information. For that reason would could not process this customer's order. The order was cancelled and a refund has been issued. The customer contacted us one time on 12/14 asking for the status of his order and an update was providing within 1 business day as guaranteed. If you have any additional questions or concerns, please feel free to contact us at *******@cardpool.com.

1/21/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Charges accounts but receiving card is contingent upon "verification" for "consumer protection" but charges consumers before verification occurs. Purchase Date: 12/19/14 Order number: XXXXXXX Payment Amount: $37.75 Payment Method: Discover Card Purchased Product: Home Depot Gift Card This business stipulates that processing a card may be delayed because some accounts must go through a verification process before the transaction is completed; the company stipulates that this process is for "consumer protection." However, the way this procedure is implemented does not protect the consumer: the company first processes the payment (ie. charges your credit card), then sends an email stating you must answer personal questions (questions similar to those asked in a credit report) before you will receive your gift card. This procedure does 3 things: 1) gives the business its money, 2) allows the company to get personal identifying information from you, and 3) delays the delivery of the product, if delivered at all. I understand a business wanting to verify the identity of an individual to protect consumer information, however this is not what is occurring here when the business charges an account prior to even asking for verification to occur. As a consumer, I feel vulnerable and as if my information unsafe. I am uncomfortable transacting with a company who conducts business in this fashion. This procedure violates a consumer by charging an account and then coercing an individual into providing personal information in order to receive the product they paid for. If the company requires verification of information, this needs to be done prior to charging a consumer's account. I will not be doing business with this company again as there are many similar businesses who transact fairly and do not exploit their bargaining power by requiring the consumer to provide personal information in order to receive a product they have already been charged for. Further, this company does not have a customer service phone number and is only available via email. This furthers my feelings of illegitimacy and discomfort with the business practice of cardpool.com

Desired Settlement: Change in company procedure as well as a refund. I have not received my gift card yet and do not want it as I am uncomfortable doing business with this company and do not wish to support their business since I do not agree with their business practices. Further, this business needs to have a customer service phone number to deal with complaints; currently there is only an email which furthers my feelings of vulnerability as a consumer and prevents an efficient remedy of an issue.

Business Response: Initial Business Response /* (1000, 5, 2015/01/03) */ Due to the customer's new user status, they must complete the one time verification process. This is an additional step taken to ensure all of our customer's information is safe and secure. Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. The questions being asked are basic questions verifying the customer is the cardholder and it is a legitimate purchase. We are verifying the information the customer has provided and we have on file. We do not store credit card information for your security, and we have a dedicated fraud department to preventing identity fraud and other types of internet crime. The customer refused to complete our verification and requested to cancel her order. For that reason her order was cancelled and a refund was issued immediately. The customer was initially charged for the purchase, as it is a standard business practice. If you have any additional questions or concerns, please feel free to contact us at support @cardpool.com.

1/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered gift cards online and can not confirm my order I ordered some gift cards and the company sent me an email stating to call them to confirm my purchase order. When I try to call to confirm my order all I get is an answering machine and to leave a message. I have left several messages and have not got a call back. I also sent out emails trying to confirm my purchase order and have not received a email or call back.

Desired Settlement: I would like to have a refund of my purchase order.

Business Response: Initial Business Response /* (1000, 8, 2015/01/03) */ This customer needed to complete our verification process. We made several attempts to contact the customer via email and phone. Order timeline: 12/8 - A voicemail was left 12/11- An email was sent 12/11 - A final attempt Voicemail was left 12/18 - Due to no response, order was cancelled and refund was issued. We are sorry you were unable to get a hold of us but as you can see we made every effort to contact this customer. We have issued this customer a complimentary Cardpool gift card for his next purchase. If you have any additional questions or concerns, please feel free to contact us at *******@cardpool.com.

1/20/2015 Problems with Product/Service
1/16/2015 Billing/Collection Issues
1/13/2015 Problems with Product/Service
1/13/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Cardpool offers online gift card change with 1 business day turn aound guarentee. It's been 5 bus. days and I still dont have my product. On December 27th I initiated the process of selling two Walmart gift cards on Cardpool's website; the specific offer I chose accept was a gift card exchange within I would give them a $25.00 Walmart gift card and receive a $22.00 amazon gift card, also give them a $63.00 Walmart gift card and receive a $55.43 amazon gift card. This is the email confirmation for the transaction is question; Cardpool Transaction Confirmation (Transaction #XXXXXXX) Cardpool <******@cardpool.com> 12/27/14 (6 days ago) Hi ***********, Thanks for using Cardpool! You'll earn $55.43 on your unwanted gift cards. Your transaction number is #XXXXXXX. We'll email you a brand new Amazon.com Gift Card within 1 business day of receiving your gift cards. Please keep your gift cards in a safe place to ensure that they are not redeemed. We'll send you payment for the following gift cards: 1. Walmart Electronic Gift Card ($63.00). If you have any questions, please do not hesitate to contact us at *******@cardpool.com. Thanks and have a great day! The Cardpool Team http://www.cardpool.com P.S. You can refer a friend and earn money at Cardpool! According to their website, a consumer should receive their new gift card within 1 business day after cardpool gets the "old" card you gave them. So because a consumer is giving the company their "old" gift card immediately via the internet, the clock should start immediately on that guarantee. That being said, I initiated this process on December 27th 2014 and still have not received the amazon gift card for $55.43. Moreover, though I have tried to contact them multiple times, they haven't responded with any kind of a definitive eta on delivery. Moreover, they never responded to my last email, written on December XX XXXX wherein I stated "While I understand that the holidays can slow things down, I am wondering what is the expected completion time or date for this process? Should I be expecting my new amazon gift cards today? tomorrow? or a later time/date?". In the three days since, I have received nothing at all from them. While I understand that a service like this is going involve some kind of a delivery this time of year, that honestly would not have bothered me at all as long as I knew what was going on, but to get so little communication along with incredibly slow and poor service is extremely concerning to me.

Desired Settlement: I really just want cardpool to tell me whats going on and then to follow through and email me that $55.43 amazon gift card. I don't want anything beyond that.

Business Response: Initial Business Response /* (1000, 5, 2015/01/11) */ Due to the Holiday season and our offices being closed, this caused a delay in the customer's transaction. According to our records the customer received the payment for this transaction and he confirmed receipt on 1/2/14. We apologize for the delay and for that reason we offered a complimentary Cardpool gift card that the customer should receive shortly. If you have any additional questions or concerns, please feel free to contact us at *******@cardpool.com. Initial Consumer Rebuttal /* (2000, 7, 2015/01/13) */ 1-13-15 Sent via email: Thank you for the quick response. The company processed everything after I sent in this complaint (probably because I complained). Everything is now good. Thank you for the assistance.

1/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failure to deliver product as stated on the sales invoice. When Contacted numerous time failure to iissue product or refund. On 29Nov2014 I purchased $253.21 worth of Digital Gift Cards from Cardpool. On the sales invoice it stated, all digital products will be delivered in 1 business day. On the following day Cardpool contacted me about verifying my order. I tried returning the call numerous times, as well as emailing their ordering department, support department and verification department. I finally made contact via phone went through their verification process. Was assured product or refund would be issued by close of business. Failure to receive either. Since then Cardpool has failed to return any communication via phone or email.

Desired Settlement: Full refund of money. Product was not delivered within the agreed upon time frame.

Business Response: Initial Business Response /* (1000, 5, 2014/12/18) */ Due to this customer's new user status he had to complete a one time verification. This is an additional step taken to ensure the safety of our customer's information. With this additional step there was a delay in the order. The customer requested that we refund his order and we did so immediately. We value each and every customer and apologize about the inconvenience you may have experienced. If you have any additional questions or concerns, please feel free to reach us at *******@cardpool.com.

1/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I completed an online form for submission of an unused gift card and mailed in the gift card to them, per their policy and never received credit. Approximately two months ago I completed an online form requesting Amazon credit in exchange for a $25 gift card that I had for Maggiano's restaurant. The gift card could also be used at Chile's restaurant. In accordance with their policy, I then mailed the unused gift card to them. In exchange, I had requested $21 credit for use on the Amazon website. On November 8, I sent an email to them requesting status of my order. The never responded to my original order or my email.

Desired Settlement: I would like the $21 Amazon credit that I had originally requested.

Business Response: Initial Business Response /* (1000, 10, 2014/12/13) */ This customer Created a transaction to sell his unwanted gift card to Maggiano's Little Italy gift card in return for $21.00 Amazon credit. The transaction was created on 10/19/14, we confirmed receipt of cards on 10/22/14 and the transaction was fully processed on 10/23/14. An email confirmation was issued on 10/23/14 at 12:09pm containing the details of the amazon credit. The customer reached out to our support team on 11/7/14 notifying us he did not receive his payment. A support team member followed up with him the next business day on 11/10 with an update of what could have happened as well as reshipping the confirmation email. Please see attached screenshots of email correspondence between us and the customer. We do understand the frustration of the customer and if you still have not received your code, please contact us at *******@cardpool.com so we may manually email you instead of forwarding as we did the last time. We value each and every customer at Cardpool and if there is anything in addition to receiving your code that we can assist you with, please let us know. Initial Consumer Rebuttal /* (3000, 12, 2014/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never received any of the responses from the business, including from within my spam folder. I would greatly appreciate it if they could resend the Amazon coupon to me. Please note: I noticed on their screen shot file that my email id was missing the "msn.com." My correct and full email id is *************@msn.com. Thank you in advance. Final Business Response /* (4000, 14, 2014/12/28) */ I have confirmed that all of our records indicate the correct address. Since the customer has been receiving the BBB correspondence, we have attached the amazon payment code below: Amazon Gift Code(s) Claim Code Issued Value State Response **************** XXXX-XX-XX $21.00 Valid Success Please do not publish the code as this is the customer's personal payment code for him to use only. If there is anything else that we can help you with please let us know. Hopefully by the receipt of your code that was initially issued on 10/23, you are now a satisfied customer. Final Consumer Response /* (2000, 16, 2015/01/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received the business' Amazon gift card and it successfully worked for me. I appreciate the business' understanding and cooperation in this matter. Finally I appreciate the BBB's quick and thorough response in this matter and I request that they close this case.

1/5/2015 Problems with Product/Service | Read Complaint Details
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Complaint: CardPool refused to send purchased e-gift card. I placed an order with CardPool giving them a good credit card and information. After placing the order I received a confirmation email from them with the order number. This email also explained that I will be getting my e-gift card code withing 1 business day. I never got it. Their explanation is that I didn't pass their verifying process. There is no reason why I wouldn't qualifty for this purchase...card was good, etc. CardPool canceled with no further explanation. I inquired as to why they canceled and they replied that they were sorry but couldn't explain. This makes no sense why they couldn't tell me the particular reason they decided not to honor my purchase. I've never dealt with any company in my lift that just decides for no or unknown reason not to honor my purchase. I would understand if they had a legit reason but they don't.

Desired Settlement: I'd like them to honor my purchase and at the price I made the purchase. If they can't then give me details why. Was my card bad (highly unlikely) or just explain why? Telling me they can't explain is not a good reason.

Business Response: Initial Business Response /* (1000, 8, 2014/12/13) */ This customer's account has been closed by our risk department for not complying with the terms and conditions of our referral program and we are unable to accept these orders. To read more on our terms of service please see http://refer.cardpool.com/terms-and-conditions/XXXXXXXXXe29cceXXXXXXXXX#res. Full refunds were issued promptly and will be reflected in the customer's statement within a few business days. Per our policy, our customer support team prioritizes only those requests from customers whose accounts remain in good standing. If there are any further concerns, please feel free to write us. Initial Consumer Rebuttal /* (3000, 10, 2014/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company refused to give me an explanation for refusal to accept my order. It took me contacting BBB in order for them to explain the reason. I also recently tried to sell an e-gift card with them and they refused the order. Again no reason given. They buy e-gift codes and they accept them from the company I had the gift card with but for some reason they wouldn't accept it. If this company wants to keep denying customers certain requests, at least let the customer know the reason. That's good customer service. Don't leave the customer hanging and wondering what the deal is. Final Business Response /* (4000, 12, 2014/12/28) */ This customer's account has been closed entirely, any purchases or sales will not be processed. We do apologize to you as a consumer, if you felt the need to to escalate this issue in order to get further explanations. We rely on all of our customers for their feedback and will take this into consideration moving forward with other customers. If you have any additional feedback you would like to provide for future reference, we are more than open to it. Please feel free to write us at *******@cardpool.com. Final Consumer Response /* (4200, 14, 2015/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't see how it was resolved. The company closes my acct thru no fault of mine and that makes everything ok. To me that should alert all customers and potential future customers to stay away from this company. Instead of explaining what happened and coming to an agreement, they close my acct entirely. Wow....just wow. Why they can't explain to the customer why they can't accept a transaction, is unbelievable. It's ok because I do all my gift card deals through a different company and so far everything has gone smoothly and I'm completely happy. I have absolutely no need to ever use Cardpool again. I will never recommend that site and will always warn others of their practices and I'm on a lot of message boards where gift card sites are mentioned often. You can close this complaint because it will never be resolved. Cardpool's way of resolving complaints is to just close customer's accts. Wow.

1/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a gift card on the site, by credit card got charged, but I didn't receive the gift card. I purchased a gift card on the website, order # XXXXXXX. It was an e-gift card, and according to the FAQ I should be able to get the card in about 24hours. I waited till the second day for 24 hours, but I didn't get anything. Then I got an email saying that they need some more information form me to confirm my order, and indicated that " At your earliest convenience, please call (XXX) XXX-XXXX". I tried to call the number, but it went to voicemail box every time. I tried from 2pm PST to 4pm PST for about 10 times, and the next morning from 10am PST to 11am PST for another 10 times, it always went into voicemail box. I also left 3 voicemails, I mentioned my name, order number, and what was the issue, but I was not contacted. I also wrote to the customer service email address, *******@cardpool.com . I said that I got the email, and I understand that gift card purchase some times need additional verification, but I can not reach a representative on the phone number provided. But after a whole day, I got an email back, with copy-pasted exact same content telling me to call that number. Also, I noticed that the website already CHARGED by credit card. Not pending, but charged. I think that means the site accepted my order and need to ship me the card I purchased in the time we agreed. But I still didn't hear anything back nor receiving the gift card.

Desired Settlement: Provide me a phone number that does not go to voicemail box every time so we can complete verification, and also ship me the gift card I purchased as soon as possible. I want you guys to answer the following question: 1. I understand gift card purchase often need some sort of verification for security. But why do you provide a phone number that no one answers and still tell customers to call it "at earliest convenience". 2. Does your customer service team actually read the content of customer requests? I wrote that I understand the process I just can not reach the phone number, but instead of providing me appropriate help the customer service email just keep pasting me the useless templates. 3. If the order is still pending for verification, why do you charge my credit card. I have been with other venders, normally until the order is verified the charge remains pending on credit card. I think the fact you charge the card indicates you actually think it is an authenticate order, then why don't you deliver me the gift card?

Business Response: Initial Business Response /* (1000, 5, 2014/12/28) */ Due to the customer's new user status, they had to complete the one time verification process. This is an additional step taken to ensure all of our customer's information is safe and secure. Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. We take our customers' security very seriously and our phone calls are an important part of that process. Although we were sure this was an authentic order it is our policy we confirm these orders. We truly value each and every customer and their inquiries, so rest assured the responses were not "Canned". Due to the upcoming Holidays at that time, we experienced an increase in volume. This customer was able to confirm the purchase and we shipped his codes and for the overall process there was a 1 business day delay. For the inconvenience the customer received, we issued him a complimentary Cardpool gift card. If you have any additional questions or concerns, please feel free to contact us at support @cardpool.com. Initial Consumer Rebuttal /* (2000, 7, 2015/01/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/5/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a Urban Outfitters Gift Card from cardpool.com the when I try to use the giftcard the balance shows $0. I purchased a "$256.08 Urban Outfitters Gift Card, sold at a 25% discount for $192.06" from cardpool.com on Nov 21, 2012. Order #XXXXXXX. Never touched/used the card until last week. When I try to use my giftcard last week the balance became $0. A gift in it's nature should retain it's value and never perish.

Desired Settlement: Refund.

Business Response: Initial Business Response /* (1000, 5, 2014/12/27) */ This customer placed an order for a gift card that had been used elsewhere. Due to the nature of the gift card exchanges we handle we rarely see this occurrence. We immediately issued a refund as well as offer a complimentary gift card to the customer for his inconvenience. We updated the customer throughout the process. We apologize about the inconvenience and since we have not heard back from the customer, we assume he is satisfied with the refund. Initial Consumer Rebuttal /* (2000, 7, 2015/01/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/2/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Cardpool delayed processing my gift cards by over 2 weeks. They neither issues payment nor a refund/return of my merchandise. The company Cardpool and my company FYA Electronics had been conducting business for a 3 week period where things had gone quite well. During the weekend of November 15-16 I sent cardpool a large order of giftcards to sell on their website. The orders remained on processing status for over 2 weeks where no communication was ever received from Cardpool. After countless emails sent by me were not answered, I decided to contact a law firm based in California to help me settle this matter. Cardpool had transactions pending in the amount of $231,000 thousand US dollars which they did not pay. I kept requesting a cancellation of my orders and have my cards sent back but they just ignore my emails. The company is the worst company I have ever done business with, their customer service is non existent and quite frankly I have no idea how they can stay in business like this. The matter is still unresolved.

Desired Settlement: I want them to pay for my orders which they have in their possession in the form of physical gift cards which I shipped to them and in the form of electronic codes for e-cards which I uploaded into their system and discarded the cards to avoid any conflict of interest where anybody in my household or company could by mistake use a card that had been sold to Cardpool. If they do not want to pay for my cards, they can send them all back.

Business Response: Initial Business Response /* (1000, 7, 2014/12/17) */ Hi ******* I would like to request that a Hold be put on case #XXXXXXXX for customer ****** ****. The reason for this request is because this customer is pending an investigation in regards to fraudulent activity. We are currently seeking legal advice on this matter and once I receive an update, I will make sure to follow up with you. Thank you for your patience and understanding. Best regards, *******

12/31/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Sent gift cards for check on Nov 12 and have notice of delivery for the 18th but check still has not been sent. I made a transaction of over 800 dollars worth of gift cards on Nov. 12 which I sent and got a notice of delivery for Nov. 18. Their website requires confirmation which I did the night of the 18th and their policy says they will send the check out by the next business day. They failed to send the check within that time and when I've called the two times since then they have said that I would receive a confirmation in my email of the check being sent the same evening I called which hasn't happened. The last time I called was the 24th and I sent an email the 26th saying I would contact BBB if I did not receive an answer by today so that's where I'm at now. I've looked at their website and all the time frames I speak of have been longer than anything stated.

Desired Settlement: They should send a check for $735.25 which was the agreed upon price for the two gift cards totaling $863.

Business Response: Initial Business Response /* (1000, 5, 2014/12/13) */ Due to the customers new user status and the Holiday, their transaction was delayed. They had to complete the one time verification process. This is an additional step taken to ensure all of our customer's information is safe and secure. Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. We take our customers' security very seriously and our phone calls are an important part of that process. According to our records, the check was issued on 11/28 and cashed on 12/08/14. We apologize for the delays the holiday and verification process have caused. If you have any additional questions or concerns, please feel free to contact us at support @cardpool.com.

12/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Unable to make purchases due to "risk assessment." I had purchased two gift cards from Cardpool on November 28. Two days later I had received a phone call from Cardpool requesting to verify my identity. These questions included information about where I live and about my credit card. I had told the representative on the phone that this was a simple purchase, and that I do not feel comfortable disclosing this information over the phone for security purposes. There was nowhere in writing on the Cardpool website that states that these questions will be asked and must be answered in order to make any purchase with them. Two more days had passed and I had received an email that my order had been refunded and that the "risk assessment team" had determined that I could not purchase from them. I had provided all of the necessary billing and purchasing information to purchase an advertised product. I had then responded to customer service asking for someone to speak to as to why I was unable to be a customer at their site, and the response was that they were not able to discuss this matter with me. I find this practice to be ridiculous for consumers. I would understand, if I were selling a product, the need for additional security procedures. However, I had just wanted to make a simple purchase, was refused service and was not even given the dignity of a proper response or opportunity to appeal this decision.

Desired Settlement: I would like to be able to make purchases through this website, starting with the purchase which was rejected, at a discount for this large inconvenience.

Business Response: Initial Business Response /* (1000, 5, 2014/12/13) */ Due to the customer's new user status, they must complete the one time verification process. This is an additional step taken to ensure all of our customer's information is safe and secure. Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. We take our customers' security very seriously and our phone calls are an important part of that process. We do not ask the customer for any new information rather it is confirming the the cardholder did in fact make this purchase and the information matches what we already have on file. If a customer refuses to confirm their information they are verbally notified at that time without confirmation we cannot process their order. On the websites Terms of service it states "Cardpool reserves the right to interrupt the Service with or without prior notice for any reason or no reason. You agree that Cardpool will not be liable to you for any interruption of the Service, delay or failure to perform" We apologize for any inconvenience this may have caused. The customer is still in good standing with Cardpool and if she decides to place another order and willing to confirm her information, we would be more than happy to proceed with her purchase. If you have any additional questions or concerns, please feel free to contact us at support @cardpool.com.

12/31/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They have robbed me of my $800 Macy's gift card, and are not responding to any calls or emails whatsoever. Fair warning, this company is a scam one They have robbed me of my $800 Macy's gift card, and are not responding to any calls or emails whatsoever. Fair warning, this company is a scam one. I was supposed to receive an amazon gift card today. Instead, they call my house number, quickly hang up as soon as I answer, and then claim that no one picked up the phone. They've stolen my money and ran off with it.

Desired Settlement: Honestly at this point I don't even know if receiving the Amazon card is okay. They'll just take all the money from the card before giving it to me. There's nothing I can do due to them having my gift card number already!!

Business Response: Initial Business Response /* (1000, 8, 2014/12/13) */ This customer created his transaction on 11/24 and due to the customer's new user status and the Holiday, there transaction was delayed. New user's must complete the one time verification process. This is an additional step taken to ensure all of our customer's information is safe and secure. Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. We take our customers' security very seriously and our phone calls are an important part of that process. According to our records the Amazon payment was issued as of 11/28/14. The customer has yet to contact us about not receiving his payment after that date so we assume he has received it and satisfied with the Amazon code. If you have any additional concerns, please feel free to write us at *******@cardpool.com

12/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Unreliable company, slow process, rude customer service, randomly cancel order, worst shopping experience. I placed an order of several electronic gift card on their website on Nov 9 (order #XXXXXXX) using a valid credit card I used regularly since 2012. Everything seems normal like usual. They claimed this type of gift card will arrive within one day. I was in need of them for an online purchase. Seen that it could arrive so fast, I decided to give it a shot. However, after two days, there still no sign of sending out. After I sent out an email inquiry, someone called me in the evening, murmuring impatiently that they need my information for verification. I gave her all the information she need including the nearest cross road of my billing address. She told me I should receive a confirmation at the end of the day. And of course, that never happen. Since they don't provide a phone number, email is the only method you can reach them (the other way is to send an actual letter...) The second day, I have to write to write them another email because they already charge me and from my previous experience on another gift card website, these type of card arrive immediately. Then they told me they canceled my order for reason they cannot release. So bottom line is, cardpool is a very inefficient, dishonest and unreliable company. They failed to fulfilled the service they promise and significantly waste their customer's time. It's a hassle to deal with them. I hope others get warned and stay away from this company. It's not worthy it to go through all the trouble just for saving a few bucks. Truth being told, you may end up saving nothing at all, so just save your time.

Desired Settlement: I don't think they are willing to do anything. So I won't bother.

Business Response: Initial Business Response /* (1000, 8, 2014/11/29) */ The customer placed their order on 11/9 and due to their new user status they had to complete a one time verification process. This is an additional step take to ensure that all of our customer's information is safe and secure, many of our customers appreciate the extra measures we take. We note on the Cardpool website "In some cases we may ask for additional verification and your order will remain pending until we receive all the necessary documentation requested". The customer spoke to a rep the next day on 10/10 at 4:30pm, which is close to the end of our business day. On 11/11 at 9:30 am the customer's order was processed, canceled and refunded. We also updated the customer on the status of their order. Throughout the time the customer's order was in Pending status we kept in communication with her and responded promptly, even after her order was refunded. We apologize about any inconvenience this may have caused and for information on our guidelines and terms of service, please read more at http://www.cardpool.com/tos. If you have any additional concerns, please feel free to write us at *******@cardpool.com.

12/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Did not deliver E-Gift card from Pottery Barn. Promised 24hr del nor verification email came 11/13/2014 Thursday Ordered discounted Pottery Barn E-Gift card at 6:39 Pacific Time. Was promised that the E-Gift card would arrive within 24 hours. www.cardpool.com 11/14/XXXXX 6:00am I emailed the company (there is no phone number) wondering when the E-Gift email for Pottery Barn would arrive. 11:47am I emailed the company again stating that I had not heard back and that my expectation is I would have received it by now. I also stated that I wanted to put in an order at Pottery Barn and did not want to miss the sale. And that I was not feeling warm and fuzzy about the transaction 12:03pm I emailed the Parent company Blackhawk Network who owns cardpool after I had done some research. I also cc'd support@cardpool again. 12:12pm Blackhawk returned the email stating that cardpool had 24 hours to email the E-Gift card from Pottery Barn. (********** ****** CR Blackhawk) 3:16pm Received email from *******@cardpool.com (Theana) that apologized for the delay in responding to the email. Through research on the Internet, this is a common ploy they used. They also stated the following: " We apologize for the delay in responding to your email as our support center has been handling a much higher volume of requests than normal. Our records show you should have received an e-mail shortly after placing your order with the subject "Verification Required For Your Cardpool Order." In order to prevent identity and credit card theft, we sometimes require a one-time verification process for accounts. In that e-mail, there are instructions on how to verify the order. If you do not believe you received the verification e-mail, please let us know and we can opt to have one of our verification specialists call to verify your order. " ****** - I had not received any email from them asking for verification and I was receiving their canned response emails just fine. 3:51pm I sent *******@cardpool.com an email stating that I had not received no verification. I also gave my phone number XXX-XXX-XXXX to call and they did not. 3:56 Through research in viewing customer's complaints on this company, I found a phone number XXX-XXX-XXXX and left a voice mail. No one called me back. 4:00pm I sent another email giving another phone number for them to call me. They did not 4:08 I sent another email to BH Customer Service ******************@bhnetwork.com and cc'd *******@cardpool.com and stated that they might want to check their system on why it is not sending out emails. I also stated that my expectation is I receive this by 6:40pm on Friday 11/14/2014, that would have been 24 hours and no one called. I want to cancel this transaction and already have the dispute form filled out and am in contact with the CC company

Desired Settlement: cancel order

Business Response: Initial Business Response /* (1000, 9, 2014/12/13) */ Due to the customer's new user status, they must complete the one time verification process. This is an additional step taken to ensure all of our customer's information is safe and secure.On the Cardpool website we state "If you order electronic gift cards, we'll typically email them to you within 1 business day. In some cases we may ask for additional verification and your order will remain pending until we receive all the necessary documentation requested." Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. We take our customers' security very seriously and our phone calls are an important part of that process. We do apologize for any inconvenience the delay may have caused. For all support inquiries, customer's are notified of our 1 business day turn around time. The customer first contacted us on 11/14/14 at 11:47am and received a response on 11/14 at 3:15pm stating they needed to complete our verification process. The customer also contacted BHN who then clarified our timelines and we were still within our timeframe, please see attached screen shot. Due to the delay and it being outside of our business hours, the customer spoke to one of our representatives at 11:45am and requested his order be cancelled. The order was cancelled, refunded and customer was updated on 11/18 at 8:30am, within one business day of the request. If you have any additional questions or concerns, please email us at *******@cardpool.com Initial Consumer Rebuttal /* (3000, 11, 2014/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is **. They pull the same thing on everyone and no it was not a one day business turn around and no it was not refunded within one business day. Liars As of 12/16 the cc charge has been refunded and the only reason it was because I told them I was disputing the charge right away which I did. Cardpool did not return timely emails or voicemails on time. Final Consumer Response /* (2000, 12, 2014/12/17) */ 12-17-14 Sent via email: From: ****** ***** (mailto:******@bbbemail.org) Sent: Wednesday, December 17, XXXX XX:XX AM To: '************@hotmail.com' Subject: Case# : XXXXXXXX Good morning, Can we close your case? Kind regards, ****** *****, Dispute Resolution Specialist 12-17-14 Sent via email: Sure by all means And Thank You for all of your help. ****** *******

12/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered a gift card, was told order was rejected because of verification issues. Was told card was not charged. Two days later company charged card I placed an order for a Cabela's gift card on 10/25. I was told on 10/27 that the order was cancelled and my credit card was not charged. I tried repeatedly to contact them via their only source of communications, email, and never heard back from them. I was then given a telephone number of (XXX) XXX-XXXX by my credit carcd company. I was told by the rep that it could take a few months to get my money back. There are numerous complaints about this company and the fact that they have an A+ BBB score with 100's of complaints waters down my view of the Better Business Bureau ADDITIONAL DETAILS: Case is being handled by another organization: Credit Card Company

Desired Settlement: A refund and a change in business practices that might involve NOT CHARGING a customers credit card until their "verification" process is completed.

Business Response: Initial Business Response /* (1000, 5, 2014/11/19) */ This customer's account has been closed by our risk department, so were not able to accept these orders. Full refunds were issued promptly and will be reflected in the customer's statement within a few business days. Per our policy, our customer support team prioritizes only those requests from customers whose accounts remain in good standing. If there are any further concerns, please feel free to write us. Initial Consumer Rebuttal /* (3000, 7, 2014/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Took almost 6 weeks to issue a refund and ONLY after I got my credit card company involved. This company should not not have an A rating with the Better Business Bureau, it cheapens the name. Final Business Response /* (4000, 9, 2014/11/29) */ This customer's account has been closed by our risk department, so were not able to accept these orders. Full refunds were issued promptly and will be reflected in the customer's statement within a few business days. According to our records we did not tell him he was not charged. If a refund is issued it can take up to 10 business days depending on the customer's bank, not months. Per our policy, our customer support team prioritizes only those requests from customers whose accounts remain in good standing. If there are any further concerns, please feel free to write us.

12/15/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Electronic card I received has a zero balance. I tried to use it immediately after I received it in my email. It did not work. $36.85 Apple Store (not iTunes) Electronic Gift Card Number: XXXXXXXXXXXXXXXXXX, Pin: **************** I purchased this card today (12/8/2014) order #XXXXXXX. When I tried to use it, it says it has a zero balance. I tried to use it both in all upper and lower case like the rest of my apple store cards and it did not work either way.

Desired Settlement: The product I needed this for was already ordered. I need this refunded asap.

12/12/2014 Problems with Product/Service | Read Complaint Details
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Complaint: i sold a gift card to this company in exchange for a check, they kept my $500 gift card and did not send me anything, when it should be a $395 check This company allows you to sell unwanted gift cards. I reached out to them and they sent me a USPS shipping label and slip with my information telling me to mail over my gift card, which was to Bloomingdale's for $500, in exchange, they would send me a check for the amount of $395 in 1 business day of receiving my check. I sent out the gift card 1st class mail, which they should have received last week. I have not heard anything from this company regarding the status of my check, and it looks like i am out $500. I would like to know the status of my check, and if they are not going to send it, i will hav no assurance that the gift card numbers were copied or used already.

Desired Settlement: I would either like my $500 bloomingdales gift card back, with the full amount on it, or the check issued to my name for the amount promised of $395. either or i would be satisfied, however i have not heard anything at all from this company. just some reassurance would be a sign, however i haven't even gotten that!

Business Response: Initial Business Response /* (1000, 5, 2014/11/25) */ A check was issued to this customer on 11/13 for his $500 gift card that he submitted. According to our terms of service the check is issued once we receive the card and validate it's information. Once everything is correct and any additional customer verification is complete. The customer contacted our support team and as promised, we responded within the one business day with an update. We however do not claim to send checks in 1 business day. We rely on USPS to deliver our checks and it should take up to 7 - 10 business days but in some cases can take up to 3 weeks. After the response was provided to the customer he did not contact us back and we were under the assumption he received his check. We apologize about any confusion and if the customer has still not received their check, please let us know and we will be more than happy to issue a new one.

12/12/2014 Guarantee/Warranty Issues
12/9/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Ordered 2000.00$ in gift card on Sept 29th 2014. Delivery date expected was oct 3-9th Item never received. Sent 4 emails with no resolution. Sept 29th I ordered 1800.00 in gift cards. on Sept XX XXXX they shipped to my address with a expected delivery date of Oct 3-9th 2014. I waited till Oct 13th and emailed asking for tracking or to refund my ordered. They responded and said I need to wait 3 weeks from purchase date in order to give the USPS time to deliver. I waited till Oct 22 and asked for a full refund because I still did not have my items. They responded with the same form letter telling me to wait 3 weeks. I waited till Oct 24-25 and told them over three weeks have passed please send me back my money. I received no response so i then sent a final letter the morning of October 26th and asked for my money back. I received a confirmation that they will respond within 24 hours. Finally I got no response so I am filing this official complaint.

Desired Settlement: Order #XXXXXXX - Shipped on Sep 30, 2014 Order #XXXXXXX - Shipped on Sep 30, 2014 Refund my orders that is all I ask you have over 1700.00 dollars of my money

Business Response: Initial Business Response /* (1000, 8, 2014/11/21) */ The customer placed an order and we updated him throughout the process. His orders have shipped and explained to him our process for waiting for his orders to arrive before we can issue a refund. We are currently under the assumption that he has received his orders because he has since not contacted us. We apologize about the delay and any inconvenience this may have caused. If you have any additional concerns please feel free to write us at *******@cardpool.com

12/9/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: We have been a good customer of Card Pool Since December 25th I went to use the gift cards that I bought and found them empty and shocked! We Purchased a total amount of $5,400 from Card Pool on December 25th of 2013, We bought many gift cards from them to give to our family & friends as gifts, just by chance two weeks we went to use one and found out that it had been emptied, the gift card from Lowe's that I purchased from them in the amount of $1000 and found that it was empty Card# XXXXXXXXXXXXXXXXXXX when I contacted them they claimed that this was used in *********** ******* on Feb. 2nd and that they cannot return my money. Another gift card was Home Depot card # XXXXXXXXXXXXXXXXXXXXXXX in the amount of $622.10, the same exact scenario went to the cashier to check out only to find that the gift card had been used in California on July 2014! A third card also purchased from them from Barnes and Noble in the amount of $100 is also empty when I checked online! They refuse to further investigate and have not been cooperating with me, I have clearly stated that I did not use any of these gift cards and would like them to investigate and return my funds as soon as possible! The only response given to me several times is: Thanks for the follow up! Unfortunately, we will not be able to refund this gift card. According to our records this Lowe's Gift Card ending in ***** was redeemed on Feb 2, 2014 at Store ID ***** Store ****** Is at the North **** ***** in ************ *** If you have any additional questions or concerns, please don't hesitate to contact us at *******@cardpool.com. Thanks for choosing Cardpool! Regards, ***** Cardpool.com Another response that I've received is: Regarding the Lowe's Gift card; According to the Terms of Use available at www.cardpool.com/tos, all Claims must be presented within 100 days in order for our team to properly investigate. However, if you can prove that the gift card was already redeemed and associated with an unauthorized purchase then we will be happy to issue you a refund. If you have any additional questions or concerns, please don't hesitate to contact us at *******@cardpool.com. Thanks for choosing Cardpool! Please help me in this matter.

Desired Settlement: I am kindly seeking your help, as I have experienced damage both mentally and financially and would not want anybody else to experience such hardship and pain. They do not cooperate and are being very difficult, all I'm asking is for them to investigate to see that I wasn't the one who used these gift cards and to return my funds! I feel that not only I deserve to be compensated for my lost funds, I believe that I should be entitled to some sort of compensation for my time and aggravation for me and my family. Please help me with this unfortunate situation. Thank you

Business Response: Initial Business Response /* (1000, 5, 2014/11/20) */ We truly apologize about the inconvenience this may have caused. Due to the nature of this second hand marketplace we do experience issues similar to these but not frequently. Our risk assessment team has investigated and full refunds have been issued for the cards. If there are any additional questions or concerns, please feel free to write us at *******@cardpool.com.

12/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered a gift card from them. They refused my order. would not give adequate explanation to why. CSR seemed uninformed, or foreign I ordered the gift card on October 30 of 2014. I was then sent an email saying my order was accepted and would ship shortly. I was then sent another email saying that my order was being canceled. They sent me a email to that effect. I replied to the email asking why my order was canceled, and how I will be a will to get this straightened out.I received a reply from a CSR named *****.The response was nebulous and uninformative. They gave no route for resolution. The CSR herself I think his foreign or woefully under trained for her position. I asked for a better response from them, and I have not received another response from them. The order was for a $25 gift card to Payless shoes. I paid with a credit card.

Desired Settlement: I am seeking for them to complete the order as originally placed. If they do have problems with an order to clearly state why they have a problem with the order and how to resolve the problem. To use currently trained customer service representatives who are first language speaking English.

Business Response: Initial Business Response /* (1000, 5, 2014/11/18) */ Our risk department determined that we could not process this order according to our guidelines and policies. Full refunds were issued the same day the order was placed and will be reflected in the customer's statement within a few business days. Please feel free to take a look at our terms of service that can be found at http://www.cardpool.com/tos. If there are any further concerns, please feel free to write us at *******@cardpool.com.

12/2/2014 Problems with Product/Service | Read Complaint Details
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Complaint: FAILED TO RETURN $25.00 GIFT CARD I can't even begin to express my level of anger and frustration with this company. I sent in 3 Shell Gas Cards (2 x $100, 1 x $25). I received an email stating that you could not verify the amount on my cards and therefore were sending them back to me. I received the cards back.. LESS THE $25.00 CARD !!!!!!!!!!! Furthermore, all you have to do is go onto the website on the back of the gas card www.rpggiftcards.com/checkbalance .. and you, or any idiot can see the current balance on the cards. I just did it for both of the cards returned to me and low and behold, both $100.00 cards show $100.00. It's not about the money... it's the principle.

Desired Settlement: 25.00 shell gas card sent via certified mail immediately.

Business Response: Initial Business Response /* (1000, 8, 2014/11/14) */ The customer created a transaction and sold us his cards and we were unable to verify the balance. Due to an inventory error were sent back his 2 cards and not the third. This was a one time issue that has not occurred at Cardpool before. Once the customer brought it to our attention we returned his card immediately. We have since offered him a complimentary gift card for his troubles. We truly apologize for this oversight and can assure you this is a one time error. If you have any additional questions or concerns, please feel free to contact us at *******@cardpool.com

12/2/2014 Billing/Collection Issues
11/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I sent 325.00 worth of Staples gift cards to this company and got an email back stating that the package arrived with no gift cards in it. I sent the gift cards the week of August 4, and I did not keep any records. I would just like my cards back. The package was wrapped securely and I have the utmost faith in our postal service. I realize the BBB will not be able to do anything about this because I have no proof, but I would like to bring this to your attention in case others have had this problem.

Desired Settlement: My cards back or the 290.00 I was promised.

Business Response: Initial Business Response /* (1000, 8, 2014/09/08) */ We received the customers damaged mail on 8/7 and contacted the customer immediately. The envelope was open and there were no gift cars inside. In the email correspondence with the customer we provided an explanation and how to move forward with filing a claim with USPS. We also notified the customer our Terms of Service on our website states "You agree that Cardpool is not liable for lost, damaged, or stolen mail, and that is it your responsibility to ensure your gift cards arrive safely at Cardpool's processing centers." If you have any additional questions or concerns, please feel free to write us at *******@cardpool.com. Initial Consumer Rebuttal /* (3000, 10, 2014/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to know if they saved the envelope. Surely if an opened envelope arrived with no cards in it they would save the envelope as proof to any customer that would call and wonder why they hadn't received payment. I am quite sure similar complaints have been filed against this company. Thank you. ***** Final Business Response /* (4000, 18, 2014/11/20) */ Final Consumer Response /* (4200, 20, 2014/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) If this business had received an envelope that was damaged, open, and with no cards in it as they claim, surely they would have contacted me to let me know this. This business is a sham, and I wish I had read the reviews online about it before I unwittingly sent my gift cards. I believe they received my envelope, and seeing that it was just in a regular envelope with regular postage and no confirmation, they took advantage of the opportunity to take my gift cards as they knew I would have no proof. In good faith, I feel they should reimburse me for at least half the money. I did at one point ask for the gift card numbers, but got no reply. I will be happy to forward you this email, and I would like to commend the BBB for their diligence in this matter. Thank you. *****

11/20/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: My order got canceled. However, my credit card was charged. Customer service never replies my email regarding refund process. I ordered a gift card from cardpool.com on Nov.4th with order# XXXXXXX. The order got canceled. However, my credit card was charged. Customer service replied the first inquiry email from me regarding my order status and said that they have canceled my order and sent me an email regarding refund process. However, I never received any such email. After that, I tried to contact customer service several times regarding the refund but never got any response since Nov 6th. I do need cardpool.com to refund me for the canceled order.

Desired Settlement: My order XXXXXXX was canceled by cardpool.com, but the credit card was charged. Please refund me for this order.

11/18/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Charge you for purchase of gift cards, then never deliver them This company uses COMPLETELY illegal tactics and should be prosecuted for their actions. I purchased 3 gift cards on different dates on their site and had ONE delivered. They even gave me a $5 referral code and never honored it and STILL never delivered my other gift cards. They charged my card each time IMMEDIATELY. After I never received the cards, I emailed and each time they took longer than a day to get back to me. Each time they sent me a ******** generic form response of "Unfortunately, your order could not be processed as we were unable to verify some of the information provided. You should have received an email from us earlier containing details about a refund for your purchase." This is COMPLETE ********. They are absolutely able to verify all of my information because they delivered ONE of the gift cards. Evidently they fulfill your first order so that you don't think they're a fraudulent company. Also, they never sent me an email containing details about a refund and I have NOT received a refund. I have read a lot of other BBB complaints and people have the EXACT same issue as me. THIS IS A FRAUDULENT COMPANY, stealing people's money. And the BBB is letting them get away with it because they come back with: "This customer's account has been closed by our risk department, so were not able to accept these orders. Full refunds were issued promptly and will be reflected in the customer's statement within a few business days. Per our policy, our customer support team prioritizes only those requests from customers whose accounts remain in good standing." or "We understand the frustration of the customer about not receiving their intended order. According to our terms and conditions of our "Refer a Friend" program, the customer did not comply with everything that was listed." Apparently this company can just charge people's credit cards, not deliver a product, and then magically close their account when someone complains.

Desired Settlement: I want $40 refunded to me and for the BBB to actually recognize that this is a FRAUDULENT COMPANY.

Business Response: Initial Business Response /* (1000, 5, 2014/10/22) */ This customer's account has been closed for abusing our referral program and were unable to accept any additional orders. Before a full refund could be issued the customer disputed the charges with their bank and we have pursued the refund through that outlet. Per our policy, our customer support team prioritizes only those requests from customers whose accounts remain in good standing. According to our records, we responded to this customer within the 1 business day as promised. We hold the satisfaction of our customers that are still in good standing as a top priority of Cardpool. We deliver on every order and if we cannot due to outside limitations we issue refunds immediately. We appreciate the feedback of every customer and everything into consideration. If there are any further concerns, please feel free to write us. Initial Consumer Rebuttal /* (3000, 7, 2014/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a completely fraudulent company and hopefully they will be shut down very soon. Final Business Response /* (4000, 11, 2014/11/17) */ We are truly sorry for your unpleasant experience. If you have any additional concerns, please contact us at *******@cardpool.com Final Consumer Response /* (4200, 13, 2014/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) What resolution?? This is a worthless and fraudulent company that never honors a single "referral" or order. They will take your money, never deliver, then somehow get away with it even after being reported to the BBB because they just lie and say that people "didn't follow the rules." At least on every other website your reputation is being reported TRUTHFULLY.

11/14/2014 Problems with Product/Service
11/7/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I bought a Macy card from them online for the amount of 179 and a face value of 201. The band on the card I received was scratched and number invalid I bought a Macys card for 179 and a face value of 201. The card was supposed to feature a lesbian couple. The card took two weeks to arrive. Instead of the lesbian couple I received a Macys return card. The band on the back was scratch though it specifically states do not purchase if band is scratch. I tried to use the card, Macy website said the card was invalid.

Desired Settlement: I want my money back and I do not want to deal with this company anymore

Business Response: Initial Business Response /* (1000, 9, 2014/10/17) */ The customer did in fact purchase a card from us in the amount of $201.54 and she paid $179.00. We validate the value of each and every card before it is shipped to our customer's. We have just confirmed using the Macy's website the card does have a value of $201.54, this can be found by entering the card number+pin number into the "gift card number" section on the website. Please see attached image. As the process of validating all of our cards we must scratch the band and the message one the back of the Macy's card is intended for the first time purchaser of the card. Cardpol.com is a gift card exchange company that guarantees the value of the card and not the image on the cards, on our website the image for all of the cards are the standard Macy's gift card with a star. We fulfilled her order within 1 business day as promised. We verified the balance of the card. If there are any other additional questions or concerns, please feel free to write us at *******@cardpool.com. Initial Consumer Rebuttal /* (3000, 11, 2014/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Cardpool.com does not have a contact number or customer service. I sent them an email to tell them that the card is not working and that the scratch band on the card was already scratched. I did not hear from them, ever. I contacted my bank for a charge back, my bank gave me their number. I called and left them a voice mail on their machine, I never heard back from them. I emailed them again a month ago and made the card available for them for pick. All that before I filed a complaint with BBB. I still did not hear from them. My bank filed a charge back two weeks. I have their so called "validated" card available for them for pick up. If they had answered my numerous calls and emails, maybe they would have understood my frustrations. That is the first time I hear back from pool card.com though this complaint was filed with BBB on Sept 23.

10/30/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I sold my gift card to cardpool.com and I have not received my check. ****** **** XXXXX ****** ****** *** ********** ****** MI XXXXX XXX-XXX-XXXX, ********@gmail.com I sold my $50 Best Buy gift card to cardpool.com on september 19, 2014. Transaction XXXXXXX. I am supposed to get a check for $42.50 and I never received the check. I have contacted cardpool.com and they never respond.

Desired Settlement: I want cardpool.com to either send my my check for $42.50 or cancel the transaction.

Business Response: Initial Business Response /* (1000, 5, 2014/10/10) */ The customer's check was issued on 9/19 and sent to the address we have on file. The customer contacted our support team on 9/25 requesting the status of his check. We responded the customer on 9/26 informing him of the sate the check has been issued and confirming his address. We also informed the customer we rely on USPS to handle our mail. USPS First Class mail is estimated to take 3-7 business days. While USPS provides this estimate, they do not guarantee delivery within that time frame and we've been informed that mail can sometimes take up to 3 weeks to deliver if it is misrouted or has to be returned to the sender. If you still haven't received your check please contact us at *******@cardpool.com and we would be more than happy to reissue another check. We apologize for any inconvenience this may have caused.

10/29/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Sent my 106.94 Best Buy gift card to Carpool.Never received my Check! Recently I sold my $106.99 Gift Card to Cardpool and was told that it would receive a check in the mail for $96.29 in 1 business day never received the check!Waited 3 weeks nothing was sent I kept sending emails and keep getting generated email asking for my address and kept trying to correct my address and nothing 2 months later nothing!!

Desired Settlement: A refund or find a better way to send the check because obliviously it's not making its way to the customer's address!!!

Business Response: Initial Business Response /* (1000, 6, 2014/10/09) */ We are sorry to hear the customer did not have satisfactory experience with Cardpool. At the time the transaction was completed, the customer had checked out with a completely different address. Due to the the incorrect address their check payment was returned to us by the postal service. Once the mail was returned to us, we promptly contacted the customer to verify their information. The customer corrected their address and we had reshipped the payment right away. Our customer's transaction and experience is of the utmost importance to us and or that reason we have issued this customer a complimentary gift card. We welcome any feed back our customer's provide and if you have any additional questions, please feel free to write us at *******@cardpool.com.

10/27/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Cardpool FALSELY advertises that they send gift cards the next day. It's been a week and we still haven't received the card's simple ELECTRONIC codes. Cardpool.com straight up lies about when you will receive your gift cards. They say electronic gift cards will be emailed the next day....which they should, seeing as how they're only a string of digits in an email. But as simple as this procedure should be, Cardpool manages to make it very complex. First you have to verify your account. For a simple purchase...you have to verify your bank account. Why? It's a simple purchase! But that's where it gets shady. Conveniently, their electronic verification is "down" so the only way to verify is to be available when THEY CALL YOU! And on top of all that, Cardpool has NO PROBLEM CHARGING your cards BEFORE VERIFICATION! So why are they making us verify ANYTHING!? If they don't mind charging cards without verification, why do they need to verify anything? It's a scam! They're hoping you'll be busy when they call and then get lost in their INSANELY COMPLICATED, VIRTUALLY IMPOSSIBLE TASK OF REACHING A HUMAN BEING! This is a big scam!!! After almost a full week of emailing back and forth, mostly to auto-responses, we just today received JUST ONE of our THREE orders! And this order consists of text in an email. That's it. Why is it so complicated to email them all? Why wasn't it emailed the very next day AS ADVERTISED on their website? It is, conveniently, virtually impossible to contact an actual human at Cardpool.com. When I did finally reach someone, they sounded as though it was my problem, and didn't make any effort to help me. I asked them about the $5 discount that my father and I were both supposed to receive since I referred him to get a gift card as well. They're now saying it might not apply to this order, it can apply to the next order! And when I asked them when I'd get the email or notification for $5 off 2 of the 3 orders, they said they didn't know, sometime in the future, and only if I followed the links correctly! No one can tell me if I did it right and no time frame for when I can expect to see this illusive discount, if I followed the link's steps correctly! Seriously, what is this!? It's like a huge email game! I asked if they could just apply my $5 discount to this order and they said they couldn't. When I first found this website I was so excited. I was honestly hoping to use them for everything, just because small discounts add up. But not if it consumes your life! These extremely small discounts are NO WHERE NEAR THE EFFORT!! This has got to be the most bogus company I've ever dealt with on the Internet! Please let the public know how shady they are and to stay FAR AWAY!

Desired Settlement: TWO THINGS: 1) My gift cards, today. Not tomorrow, not next week. Right now. AS PROMISED! 2) We would like our $5 off on one of the orders I made and the order my dad made. Immediately, not a week from now, or when you guys get around to it. It doesn't take a rocket scientist and a month of time to send electronic gift cards and take $5 off each order!

Business Response: Initial Business Response /* (1000, 8, 2014/10/08) */ This customer placed his order and because of his new user status he had to complete our verification process. This is a one time step that customers must complete and many of our customers appreciate us taking that extra step to ensure the safety of their information. Due to the customer needing to verify their information, there was a delay in the order. Currently at this time all of our customer service can be contacted via email at *******@cardpool.com. According to our records the customer has received both orders. We truly apologize about the inconvenience and we appreciate and consider all feedback given by our customers.

10/22/2014 Problems with Product/Service
10/13/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Cardpool sent me a fraudulent gift card and absolutely refuse to respond to any of my e-mails. They don't even have a phone number. I bought a gift card for Fandango from Cardpool that is completely fake. They refuse to answer my e-mails and do not have a phone number. Order #XXXXXXX All they sent me was: $25.00 Fandango Electronic Gift Card Number: XXXXXXXXXXXXXXXX, Pin: ************** This gift card is absolutely fraudulent. A fandango gift card only has 4 digits in their pin, not 14. Additionally, the card's number, when trying to verify the balance of the card received, does not even show as a valid card number to ever exist. So it is not as if they sent me a gift card with a zero balance by mistake, rather they sent me a complete fake gift card. Their fraudulent service is selling random, worthless #s; or they are so incompetent that it amounts to fraud.

Desired Settlement: I want my issue addressed since they refuse to respond.

Business Response: Initial Business Response /* (1000, 8, 2014/08/23) */ This customer emailed us and we still met our promise of responding to him within the 1 full business day. The reason for the delay in response was due to the customer emailing us on Friday 8/1 at 1:32pm. We responded to the customer with the update that a full refund has been issued on Monday 8/4 at 7:44am. Our business ours are M-F only which is stated on our website. We apologize for any inconvenience may have had and now consider this to be closed. If you have any additional questions or concerns, please let me know. Initial Consumer Rebuttal /* (3000, 10, 2014/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) This whole situation could have been avoided if they had a legitimate customer service with phones. If you are going to be a slow-response, e-mail-only customer service, then perhaps you should increase your business hours. You know, be a better business? Final Business Response /* (4000, 18, 2014/09/29) */

10/13/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I sold Cardpool.com two Best Buy gift cards. One of which was given to me by corporate personnel at Best Buy for $50. Cardpool received this card almost a month ago and is NOW claiming there is a zero dollar balance on that card and has charged my debit card for the amount they paid me plus a $10 fee. I have never used this gift card and would like that money refunded. I spoke to Best buy and that card was used at a Best Buy in California. Also, Best Buy said there were "several attempts" to use the card. So clearly Cardpool is running some type of scam and selling the same gift card number as there have been many attempts to use the same gift card.

Desired Settlement: Full refund of their charges of $53.

Business Response: Initial Business Response /* (1000, 11, 2014/09/18) */ The customer sold us a card and after we had purchased the card our risk assessment team determined this card was used by someone other than the customer we sold it to. The card information is limited and only the people purchasing the cards and selling the card to us have access to their information. According to our terms of service it states "You further agree that you will be charged a replacement fee if the Gift Card proves to be invalid according to the terms of the transaction. The replacement fee will be equal to the balance that you reported at the time of the transaction plus an additional $10 service fee." Initial Consumer Rebuttal /* (3000, 13, 2014/09/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Best Buy researched this matter and found the card was used in California, in person. I do not live in California and have not been there since 2008. This business never contacted me, called me back, or emailed me after they said they would. This business has many complaints, including allegations of fraudulent actions, all over the internet. This business cannot prove I sold this card to someone else or that I used the card myself. Final Business Response /* (4000, 15, 2014/09/26) */ We have issued an investigation on this card and have been in contact with Best Buy as well. We are still looking into this issue but what we have now discovered was that the customer was NOT the one who made the purchase. We have issued a full refund and truly apologize to the customer. We are very sorry that this has happened and this is not a normal experience of any of our customers.

10/10/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: gift card i received has no money on it regarding order #XXXXXXX for melting pot gift card XXXXXXXXXXXXXXXXX: this is supposed to be a $75 gift card. We attempted to use this card in the restaurant and were told there was no money on the card and that this card was very old. We were embarrassed. I called the number on the card, XXXX XXX XXXX and was told the card number is invalid. i contacted cardpool via email. customer service informed me the melting pot website states a $75 balance for that card number (it does) and b/c of this, they aren't willing to do anything else. i can return the card if i choose, at my expense. My problem is that 1. the waiter tried to run the card and discovered there was no money on the card 2. the 1800 on the card states the card is invalid 3. customer service doesn't care about either of these issues since the website states there's a $75 balance on the card. CLEARLY there is a major discrepancy somewhere and shrugging your shoulders saying eh, not my problem, but you can return it if you want, isn't acceptable customer service. we were embarrassed publicly by attempting to use a card that didn't work. we thought we'd be saving money on an expensive meal by using this gift card and instead had to pay full price when the card didn't work. I want 1. an apology from cardpool 2. an admission that this card has no money on it. customer service has really made me unhappy by continuing to insist the card has money on it. IT DOESN'T HAVE ANY MONEY ON IT 3. a guarantee that this card won't be resold to some other unsuspecting person who will have to go thru this same issue 4. reimbursement for return shipping for the card 5. a full refund for the card amt i don't know what the problem is, i don't know why their website thinks this card has $75 on it when real time usage and the 1800 number state otherwise. the age of the card may mean the number has been reissued? your service rep really dropped the ball. the appropriate response is, we're so sorry you had an issue, allow us to fix it for you by sending a replacement card and a small token website credit for your inconvenience and trouble. it is not appropriate to argue with me over 4 email exchanges that the card really does have $75 on it when i am telling you it doesn't and can prove it doesn't. cardpool has lost all my future business over this issue. i don't want to worry that the cards i receive aren't valid.

Desired Settlement: full refund in addition to reimbursement shipping costs to return card, should total less than $5.

Business Response: Initial Business Response /* (1000, 5, 2014/09/09) */ The customer placed an order for a gift card to the Melting Pot. Although we are a gift card exchange, we are constantly validating our gift cards to ensure that our customers are satisfied with their purchase. This customer had difficulty using their gift card and she brought it to our attention. According to our records and email correspondence, we have spoke to the Merchant and there is in fact value on this gift card. We kept in close communication with the customer updating her throughout the process. Cardpool has a 100 day guarantee policy, we happily refunded the customer and issued her a complimentary gift card for her inconvenience. We also asked that she return the gift card so we can investigate further. If you have any additional questions or concerns, please feel free to write us at *******@cardpool.com. Initial Consumer Rebuttal /* (3000, 7, 2014/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please have an upper level manager call me to discuss, though i suspect based on your BBB response you really don't care. Let's be clear about your email response. There's some heavy spin on your phrasing: 1. THERE IS NO MONEY ON THIS GIFT CARD. the phone number on the back of the card says no balance. the physical store location says no balance. using the website to claim there's a balance is a bit like saying it's raining outside b/c it says so online, when i can look outside and see it's not raining or call my neighbor and have her tell me it's not raining. Clearly you did not call the number on the card as i requested. I'm glad to see your policy of making the customer feel wrong continues. 2. You did not check with the merchant. you in fact just went to the website and typed the card number in. 3. you imply that you refunded me because i was unhappy. you imply that you refunded me before i returned the gift card. 4. i was refunded as a matter of course AFTER i returned the gift card and for no other reason. it was within your 100 day window. i could have returned any gift card from you. 5. I did not receive and was not issued a complimentary gift card. i was asked about one. i was not issued one. If i was issued one, i was not told. 6. you resold the card despite assuring me you would not. I have the email from your rep that says you will not resell it. it was relisted within 15 minutes of my refund. selling a card you have been repeatedly told is devoid of funds is fraudulent and legally actionable and mostly i wanted to spare anyone else from having to deal with this. 7. at this point, i wonder how many times this card has been returned and resold. 8. I request reimbursement of my return shipping. You sold me a card with no money. Claiming it has money b/c the website says so doesn't matter when the retail stores say otherwise and the phone number on the card says otherwise. 9. refund me $2 for return shipping 10. i had requested an acknowledgement of error and a promise not to resell this bad card. you've already lied about reselling it. given your spin in the last email, i suspect you will maintain there was no error on your part. 11. you continue to have the absolute worst customer service i have ever encountered. seriously--you're STILL telling me i don't know how to use a gift card? it's not complicated! 12. refund me the $2 shipping. 13. End your fraudulent business practices of reselling gift cards with no money. 14. issue the customer an apology rather than telling her she must not know how to use a gift card correctly.

10/10/2014 Delivery Issues | Read Complaint Details
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Complaint: My son mailed in his $106.59 game stop card to sell to Card pool. He mailed it in but Cardpool said nothing was in the envelope. That was not true. On August 7th 2014 Cardpool, by email, agreed to pay $88.47 for my son *****'s $106.59 Game Stop gift card. My son mailed in his gift card with the Shipping Label they included in the email. His transaction number was #XXXXXXX. On Monday August 18th 2014 Card pool acknowledged by email at 4.56 pm that they recieved his order and it will be processed at the end of the next full business day which would have been August 19th. On August 20th (2 days later) at 5.34 pm ***** recieved an email saying that the card was not in the envelope they received . On August 22nd at 6.30 am ***** received an email from Cardpool stating that they never received the envelope with the gift card and resent him the shipping label. We sent them back an email at 8.30 am on that morning stating our concern and also the fact that their emails claimed different results. Two hours 14 minutes later on August 22nd at 11.44 am they said their was no gift card in the envelope. I sent emails back and forth to ******* to get it resolved. I asked to speak to someone at the company with the hope of getting it resolved. They said they do not have a customer service phone number. I continued to pursue it but kept getting the same email which was getting us nowhere.

Desired Settlement: Send back my gamestop card or the $88.47 the contracted to pay my son.

Business Response: Initial Business Response /* (1000, 8, 2014/10/03) */ The customer created their transaction and mailed in their cards. By the time the mail had arrived to our processing center their was no gift card inside the envelope. According to our terms of service " You agree that Cardpool is not liable for lost, damaged, or stolen mail, and that is it your responsibility to ensure your gift cards arrive safely at Cardpool's processing centers." We highly suggest the customer file a claim with USPS and if their is any additional information we can provide to assist in filing this claim, please let us know at *******@cardpool.com. Initial Consumer Rebuttal /* (3000, 10, 2014/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Cardpool acknowledged that the envelope had not been opened. Thus the USPS did not go into the letter. Hours after I recieved Cardpool's email saying the card was not in the envelope my son mailed to them they sent another email that stated they never received anything from him. I have all the emails to show the timeline. I will either accept the payment they contracted to pay or they can send me back the GameStop card.

9/30/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Cardpool provided non-working gift card codes. Cardpool refused to answer my emails and failed to provide a product that they had been paid to deliver I placed an order for two Apple gift cards codes (for use in online purchases). Cardpool delivered both gift card codes to me via email. One of the gift card codes worked perfectly. The second gift card code did not work. I contact Apple to verify the issue and Apple confirmed to me that the gift card code had not been activated and never contained any value. As such, Cardpool failed to deliver the product for which I paid. The value of gift card code is S150. I have contacted Cardpool several times via email but I have not received a valid response. Cardpool did respond that the codes were provided to me but will not address the fact that the codes don't work. As such, I do not consider that valid communication. There is no phone number to call and no one from Cardpool is responding to my email. This is poor customer service and I will not do business with Cardpool again. I am looking to options with my credit card issuer including filing a fraud complaint.

Desired Settlement: A refund of $150

Business Response: Initial Business Response /* (1000, 10, 2014/08/20) */ This customer has placed an order with us for 2 apple gift cards on 7/15. One of the gift cards were invalid and the customer emailed to notify us the same day. We emailed the customer back within the one business day as we promised. Our support team member responded to the inquiry with a full refund of the card. Although we issue refunds right away, depending on the customers bank it could take up to 10 business days for the refund to reflect on their statement. We value our customers and their satisfaction with our service, for that reason we have issued him a complimentary gift card. If you have any additional concerns, please feel free to write us at *******@cardpool.com Initial Consumer Rebuttal /* (3000, 12, 2014/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not believe that the business acted in good faith. Selling me gift cards which were not valid is not acting in good faith. The company did not respond within one day. After several emails and waiting more than one day, the business did process me a full refund for the invalid gift card. Final Business Response /* (4000, 14, 2014/09/08) */ We truly apologize for any inconvenience the customer has experienced. Before we issue any electronic gift cards to any of our customer's we verify their balance. This Apple gift card had value on it before we sold it to the customer and somehow lost its balance before the customer could use it. The customer contacted us about his issue, we refunded the customer immediately and provided an email update to his inquiry. If you have any additional questions or concerns, please feel free to write us at *******@cardpool.com. Final Consumer Response /* (4200, 16, 2014/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) This business only fixed the situation after I spent days of my time contacting them. They only fixed the situation after I filed a compliant with the BBB. One question for the BBB and thus business. If this business cares about their customers and their reputation, why is there more than 400 complains on this BBB website? I do not accept and demand this be recorded as such in the records. Do not contact me again.

9/30/2014 Problems with Product/Service
9/26/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: We bought a Home Depot gift card ($654)from Cardpool and three days after, it was zeroed in a different state. I guess they sold it several times. On 12/13/2013, we bought a Home Depot gift card No.XXXXXXXXXXXXXXXXXXXXXXX from Cardpool, Order # XXXXXXX, it was supposed to have a balance of ($653.03)on it. It is worth mentioning that this order was for a total of 8 Home Depot gift cards. We live in NJ which was hit with several consecutive snow storms that resulted in delaying our project. When we were finally able to proceed, we attempted to use the gift card (whose number mentioned earlier), and our local Home Depot store informed us that it has been zeroed in *****!! Here are the transactions the store informed us about: 12/18/2013 in Home Depot store # **** in *********** in the amount of $113.41 12/19/2013 in Home Depot store # **** in ************ in the amount of $2.04 12/19/13 in Home Depot store ***** in *************** in the amount of $85.32 12/20/2013 in Home Depot store # **** in ********** in the amount of $452.26 As you see, three days after we received the card, it was used up in another state. I guess they sell the same card several times. We contacted Cardpool but they said it is too late because the 100 days guarantee period is over. As if the effect of the bad weather on our project was not enough, it had to be topped with the unprofessional inconsiderate reply of Cardpool. $653.03 is a lot of money for us, we feel we have been deceived using a company that lures you with the discount you get when you buy a gift card to a store from them, while actually this exact company is taking away your money. I trust that you will help us. Thank you in advance.

Desired Settlement: We want our money back, we paid $600.78 for it

Business Response: Initial Business Response /* (1000, 8, 2014/08/19) */ This customer placed an order on 12/13/13 and did not contact us until 7/4/14. Unfortunately that falls under our 100 day guarantee and we can not issue the customer a refund. We have looked into this issue and the transactions on the card and could not find any ties to those charges. We understand the frustration of the customer but Cardpool does not sell cards to multiple people. Cardpool is a secondary marketplace that sells unwanted gift cards from one customer and sells to another. If you have any additional concerns, please feel free to write us at *******@cardpool.com. Initial Consumer Rebuttal /* (3000, 10, 2014/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept their response because Yes we placed the order on ******** but it was for 8 gift cards from Home Depot for a total of around $3000. Please note that we had placed a previous order just a couple of days before 12/09/13 for 4 gift cards from Home depot for a total of about $2500. As you can see this is a total of 12 gift cards for a total of $5000. Given the fact of the several and consecutive snow storms that the state of ** has been hit with, we suffered several months delay for our project, in addition to the fact that they are a total of 12 gift cards making it a matter of only (pure luck) to pick the card in question from among the other 11 cards only to realize that it has been completely used and zeroed in *****. I hope this will help explain to you why it took us a while to realize that the card had no balance and consequently would explain the delay in contacting Cardpool. Moreover we do not comprehend the statement, 'we have looked into the transactions on the card done in ***** and could not find any ties to those charges'. May you please explain what does this sentence mean? Can you explain how a customer in ***** obtained our card number together with its pin number? You send us the pin number in a secure email. How did someone else obtain this pin number which is the only way to allow you to use the gift card? We are pleading with you to pay us back the amount of money we paid for this card ($600.78) Cardpool sells Home Depot gift cards for a discount of 8 percent, we bought cards for approximately $5500 thus saving $440. When we lose $600 on the card in question then the whole idea of buying discounted gift cards from Cardpool is pointless and we cannot help but feel deeply mislead. Is there some common ground that we can reach together, like may be pay us half the amount we paid for this gift card? Thanks and Regards, Final Business Response /* (4000, 14, 2014/09/12) */ Unfortunately we cannot issue a refund for this order. It is outside of our guarantee and at the time we provided the card information to the customer the cards still had value on them. Our risk assessment team investigated the issue and the only customers with this information was the person who had sold us the gift cards. That customer was not in the same state as the purchases that were made. We suggest that this particular customer contact their local post office to to file a claim with them.

9/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cardpool failed to deliver product within promised timeframe. No response to inquiry, no direct phone number. My card was instantly charged. I purchased a gift card via this company on 8/8 @ 11:33 am EST. Order XXXXXXX. This is an electronic order with e-mail delivery. Their site and e-mail conformation promises to delivery product within 1 business day via e-mail. I never received the product Friday. Reached out to their support department via e-mail (Only option, they don't offer phone option). No response. Monday roles around, still no product. It is now 1pm EST Monday, over 24 business hours later and no response to original e-mail or product. E-mailed again, no response yet. They charged my credit card instantly. I called the phone # attached to the CC charge and the lady said she was only verification department and could not tell me info specific to time frame of my order. Redirected me to the support e-mail. The fact that they have no support phone # or real address is very sketchy, and unfriendly to customers. I have done lots of business with this company. They used to quickly provide product and not have this issue. Last 4-5 orders have been delayed significantly. This is the last straw I will dispute w/ my CC and have charge back issued and do business with a reputable company going forward. Stay away! They don't delivery product on time but charge you instantly. Order a Gift Card today, maybe they will get around to delivering it next year along with responding to your e-mails, they must be on summer vacation!

Desired Settlement: Immediate refund to my CC and close my account. I've done too much business with this company to be treated in this manner.

Business Response: Initial Business Response /* (1000, 8, 2014/09/08) */ We always try to to ship/ email our customers as soon as we can. Due to a sale we had and the weekend there was a slight delay. The customer contacted us and requested that his order be cancelled and we followed through with his request of issuing a full refund immediately. We also provided him with an email status update. We truly apologize about the inconvenience this may have caused and as a long time customer, this is not our normal delivery speed. if you have any additional questions or concerns, please feel free to write us at *******@cardpool.com.

9/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Cardpool has disbursed payment for only one of five cards sent into them, with no explanation. 8/7/14: I mailed five gift cards with a total value of $225 to Cardpool using their provided shipping label. The amount I was to receive for these cards was $179.00 in the form of a check mailed to me. This order was assigned as #XXXXXXX. The cards are listed below: 1. Carrabba's Italian Grill Gift Card ($50.00). 2. P.F. Chang's Gift Card ($50.00). 3. Carrabba's Italian Grill Gift Card ($25.00). 4. Carrabba's Italian Grill Gift Card ($75.00). 5. Applebee's Gift Card ($25.00). Total Value: $225 Stated amount to be paid by Cardpool: $179 8/12/14: I receive a "Delivery Confirmation for Order #XXXXXXX" email notification from Cardpool stating that the order had been received and would be processed by the end of the following business day. 8/13/14: No response received by Cardpool by end of business day 8/14/14: I send an email following up on the "Delivery Confirmation for Order #XXXXXXX". I receive an auto-response assuring me that I will be answered within 24 hours. One hour later, I receive an email subjected "Cardpool Payment Notification (Transaction #XXXXXXX)" that states my gift cards have been processed and payment is on its way. The problem is, now the order shows only the first gift card that was registered for the order, and the check amount that was disbursed is only $40. This is what the order now shows: 1. Carrabba's Italian Grill Gift Card ($50.00). "...mailed you a check for $40.00" There is no indication as to the status of the other four cards, the order shows as if it was for only one card, both in the most recent email and in the Transactions page of my account on Cardpool.com. No other notifications were received regarding the status of the other four gift cards. I have sent multiple emails and attempted to find a phone number with no success. I do not feel Cardpool is being reasonable in their handling of this situation.

Desired Settlement: I want the full $179.00 for the five gift cards that I sent in and were received.

Business Response: Initial Business Response /* (1000, 8, 2014/09/09) */ This customer created a transaction for 5 separate cards. The incorrect merchant was entered when creating the transaction and for that reason we could not accept the cards and one card to PF changs we could not verifyWe kept in close communication with the customer and provided email updates. We returned all unacceptable cards to the customer in the same condition as they were received. 8/14 - we emailed the customer stating we were returning his card but issuing an adjusted payment for the one card we were able to accept. 8/14 - customer contacted our support team question our reasoning 8/15 - (within our promised response time) our support team explained to the customer why each and every one of the cards were unacceptable and the status of his check and returned cards. We understand the frustration of the customer but we followed our guidelines to our terms of service and still issued payment. To read more about our terms of service please visit our website at http://www.cardpool.com/tos.

9/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Item was not delivered. It's been 10 days. I've already been charged. I ordered an e-gift card with one-day delivery on 8/8/14 and was charged. It is now 8/18/14 and still nothing. Order history has been cleared also. Order #XXXXXXX. I've tried multiple times emailing, and referencing my order number, but still nothing. To this day, I still have not been issued a refund. They still have my money.

Desired Settlement: I would like a complete refund immediately.

Business Response: Initial Business Response /* (1000, 8, 2014/09/08) */ This customer's account has been closed by our risk department, so were not able to accept these orders. Full refunds were issued promptly and will be reflected in the customer's statement within a few business days. Per our policy, our customer support team prioritizes only those requests from customers whose accounts remain in good standing. If there are any further concerns, please feel free to write us.

9/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered an e-gift card with one-day delivery on 8/8/14 and was charged. It is now 8/18/14 and still nothing. Order history has been cleared also. I ordered an e-gift card with one-day delivery on 8/8/14 and was charged. It is now 8/18/14 and still nothing. Order history has been cleared also. Order #XXXXXXX. I've tried multiple times emailing, and referencing my order number, but still nothing. To this day, I still have not been issued a refund. They still have my money.

Desired Settlement: I would like a full refund of my money.

Business Response: Initial Business Response /* (1000, 8, 2014/09/08) */ This customer's account has been closed by our risk department, so were not able to accept these orders. Full refunds were issued promptly and will be reflected in the customer's statement within a few business days. Per our policy, our customer support team prioritizes only those requests from customers whose accounts remain in good standing. If there are any further concerns, please feel free to write us.

9/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I sent 2 home Depot store credit card numbers to cardpocardpool.com. I have not received the check that was promised to me. On Monday 8/11/14 I went to cardpool.com online with the intention to sell 2 home Depot store credit cards totaling 906.40. Transaction #XXXXXXX. After sending the card numbers cardpool.com told me that I would receive a check for 652.00. Cardpool.com emailed me saying that the funds couldn't be verified. After checking the card value I learned that most of the funds on the cards was spent. I have recently been diagnosed with cancer and had to sell off assets to pay bills. I can't afford to lose

Desired Settlement: I would like to have the check for 652.00 that I was promised initially.

Business Response: Initial Business Response /* (1000, 8, 2014/09/08) */ The customer tried to sell us 2 Home depot cards and we could not verify the balance, which is a stipulation before we can issue payment for any gift cards. We contacted the customer immediately and he has not responded. For that reason we had cancelled the customer's transaction and returned ownership to him. We provided email updates to the customer. If you have any additional questions or concerns, please feel free to write us at *******@cardpool.com.

9/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a $100 Ross gift card from Cardpool.com for $87 that turned out to be fraudulent and had a $0 balance, They refused to refund me. I purchased a $100 Ross gift card, order XXXXXXX, from Cardpool.com for $87.00 on 1/2013. I kept it awhile in a safe place and only tried to use it last week (July 13, 2014). I trusted it was a bona fide card with no expiration date. When I attempted to pay for my purchase with it I was told the card had a zero balance and was clearly fraudulent. I reported this to Cardpool on July 14 asking for a refund or even a credit and they refused, saying they only guarantee for a short time frame. I have purchased thousands of dollars worth of gift cards from Cardpool, thus have been a loyal and good customer. I would think in my case they would give a refund or at least a credit toward future purchases. Instead the customer service dept sent me canned and cursory responses refusing my request. I am out the $87 and it is not my fault. In my opinion any gift card re-seller should stand behind their cards indefinitely, if they are indeed selling bona fide cards. I feel it would only be fair to refund or credit me.

Desired Settlement: Either a refund of $87 to my original form of payment (Discover card)or a credit toward the purchase of another gift card on the cardpool.com website.

Business Response: Initial Business Response /* (1000, 10, 2014/08/20) */ This customer purchased her gift card on 1/19/13 and sent an email to our support team on 7/14/14. She was Informed by our support team that we are unable to issue a refund because she had placed the order more than a year ago. This is clearly stated in our Terms of Service. We truly apologize about any inconvenience this may have caused. We value each and every one of our customers. To read more about our terms of service please visit our website at http://www.cardpool.com/tos. Initial Consumer Rebuttal /* (3000, 12, 2014/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is unacceptable to sell gift cards that have no value regardless of how much time has passed since the date of purchase. Many times people don't have the opportunity to use a gift card right away and when gift cards are sold by a merchant they do not have an expiration date. The merchant should check each and every card to make sure it is a bona fide card with an accurate balance. I don't believe that the customer should be the one penalized for a bad card regardless of when it was purchased. It should be part of the company's liability. It caused me more than an "inconvenience". Losing close to $100 is a lot more than an "inconvenience" and for Cardpool to say "Sorry for the "inconvenience" is just a line. They are not truly sorry at all or they would have offered a refund. I will never do business with this shady company again. Final Business Response /* (4000, 18, 2014/09/23) */ We do apologize for any inconvenience but just as many other company we have to set standards and policies we must abide by. We feel as though a 100 day is a fair enough timeframe for returns and many customers appreciate our acceptance of returns. Due to the time of return we had to deny the request. We now consider this closed.

9/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Never received gift cards. Never received a response from support. Written three times. Ordered gift cards June 22nd - order #XXXXXXX. Never received. Have written support email address three times with NO response. $250 on my credit card. No one answers the phone. Just directs you to the support email address.

Desired Settlement: Would be happy to get cards but does not look like that is possible. Would just like my credit card refunded. Will contact Visa directly if this is not resolved ASAP.

Business Response: Initial Business Response /* (1000, 8, 2014/08/23) */ This customer's account has been closed by our risk department, so were not able to accept these orders. Full refunds were issued promptly and will be reflected in the customer's statement within a few business days. Per our policy, our customer support team prioritizes only those requests from customers whose accounts remain in good standing. If there are any further concerns, please feel free to write us.

9/10/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Exchanged $159.01 Best Buy Gift Card via US Mail in exchange for an Amazon Gift Card to my email in the amount of $151.94. Have not received anything. On July 17th I initiated a trade with CardPool for an Amazon Gift Card to my email in the amount of $151.94 in exchange for me sending them a $159.01 Best Buy Gift Card. On July 18th I mailed CardPool my gift card using the postage they provided. In CardPool's original email they stated "We'll email you a brand new Amazon.com Gift Card within 1 business day of receiving your gift cards." On July 22nd I received an email from CardPool stating they had received my Best By Gift Card and "We thought you would like to know that we have received your order xxxxxx and it will be processed by the end of the next full business day." After I did not receive any other response from CardPool I sent an inquiry email to them on July 25th. I received a generic response. I have since emailed CardPool four more emails and have still as of July 30 not received the Amazon Gift Card.

Desired Settlement: I am seeking the original agreed upon Amazon Gift Card or a full refund of my Best Buy Gift Card.

Business Response: Initial Business Response /* (1000, 8, 2014/08/23) */ Our records indicate the customer was issued an amazon payment for the agreed upon price. The customer contacted us on 7/25 about the non receipt of payment, we then reissued him another payment for the full amount. The customer contacted us once again on 8/1 and kept in contact with our support team. We then sent him his payment code via our support team that same day, as another avenue of receiving his payment. He has not responded or contacted since and we are under the assumption he was able to redeem his payment. If you have any additional questions or concerns, please feel free to write us at *******@cardpool.com

9/10/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I never received the Egiftcard purchased. I contacted via email to no avail and have not received any sort of refund of funds. Made an order at cardpool. Order number: XXXXXXX. I never received my egiftcard which should have been delivered in a few hours. It has now been 6 days. I tried emailing, no response. I tried Facebook messaging, no response. I am in the process of contacting my credit card company to get my money back.

Desired Settlement: My money back

Business Response: Initial Business Response /* (1000, 5, 2014/08/23) */ This customer's account has been closed by our risk department, so were not able to accept these orders. Full refunds were issued promptly and will be reflected in the customer's statement within a few business days. Per our policy, our customer support team prioritizes only those requests from customers whose accounts remain in good standing. If there are any further concerns, please feel free to write us.

9/10/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I sold my giftcards worth $634. I mailed them using UPS and using the tracking number I could tell that someone named ******** signed for the package. I have not received my amazon giftcards and it has been more than 48 hours from the time they received them. I sent the package ups mail with a tracking number so I know that a person named ******** received it. I have tried to contact them via email and I get an auto response saying they will get back to me but haven't. They do not do what they say they will and I have not received my amazon giftcard within a day as promised. This is the email I received after I said agreed to sell my giftcards: Hi ******, Thanks for using Cardpool! You earned $512.83 on your unwanted gift cards. Your transaction number is #XXXX***. We'll email you a brand new Amazon.com Gift Card within 1 business day of receiving your gift cards. To complete the process, please mail your gift cards to: Processing Center PO Box **** **********, ** XXXXX For your convenience, we've created a prepaid shipping label and packing slip for you: Print Free Shipping Label and Packing Slip If you don't have a printer, you can also mail your gift cards using your preferred shipping method. We recommend using USPS First Class, USPS Priority, or USPS Certified Mail. Please include either the packing slip or a note with your name, phone number, and transaction number (#XXXX***), along with the following gift cards: 1. Macy's Gift Card ($50.00). 2. Macy's Gift Card ($50.00). 3. Macy's Gift Card ($35.00). 4. Macy's Gift Card ($414.67). 5. Macy's Gift Card ($84.60). If you have any questions, please do not hesitate to contact us at *******@cardpool.com. Thanks and have a great day! The Cardpool Team http://www.cardpool.com

Desired Settlement: I want my $634 back or the agreed upon $512 amazon gift card.

Business Response: Initial Business Response /* (1000, 5, 2014/08/23) */ The customer created a transaction to sell his cards to Cardpool.com on 7/25/14. We received his cards on 8/7/124. Once he completed our verification process, we issued payment and he was updated on the status of his transaction. Customer security and satisfaction are our number one priorities and for that reason we had asked that the customer complete our one time verification process. This is an additional step we take to ensure all of our customers transactions and orders are secure. Many of our customers appreciate the extra security measures we take. If you have any additional questions or concerns, please feel free to write us at *******@cardpool.com.

9/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered gift cards from them 7/26. 4 days later, no (non-automated) response or delivery of goods and many complaints found online of scams. On 7/26 I placed a small order for a gift card that was immediately delivered. I immediately placed 3 more orders under the assurance "most orders are delivered within 1 business day." These orders totaled approximately $3700. One order (#XXXXXXX) in the amount of $768 was listed as "returned" shortly afterwards but then disappeared from my account completely. My bank was still charged. The other orders are still listed as "processing" but I have made repeated inquiries with no real response from the company (automated response) and no assurance that my cards will be coming. A google search yielded that many have gone through the same issue and I am now very worried my family's vacation money has been stolen from us through false promise. Other orders: #XXXXXXX $864.00. on 7/26 #XXXXXXX $1,874.68. on 7/26 #XXXXXXX $384.00. on 7/28 (I thought if I ordered just ONE gift card instead of multiples it would arrive immediately but it has not come).

Desired Settlement: I just want my money back as quickly as possible so that I can pay off our vacation balance.

Business Response: Initial Business Response /* (1000, 5, 2014/08/18) */ This customer's account has been closed by our risk department, so were not able to accept these orders. Full refunds were issued promptly and will be reflected in the customer's statement within a few business days. Per our policy, our customer support team prioritizes only those requests from customers whose accounts remain in good standing. If there are any further concerns, please feel free to write us.

9/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: This business did not deliver products but very fast to charge the credit card. I Purchased a Aeropostale e-gift card on 7/25 which should have been delivered in 1 business day as stated on there website. They have been very fast to charge my credit card but the e-card was never sent.Purchase date was 7/25/2014 order number is #XXXXXXX. Product is supposed to be worth $75 and paid $54.75. Credit card was charged at time of purchase. Multiple attempts has been made to follow up the purchase on 7/28/2014 but has been no answer on the numbers provided by them, voice mail and email also made to request for cancellation of order but still with no response.

Desired Settlement: REFUND. Right away. NOW.

Business Response: Initial Business Response /* (1000, 5, 2014/08/19) */ The customer placed an order on 7/25 and due to her "new user" status she had to complete our one time verification process we have. This is an additional step taken to ensure the safety of all of our transactions and orders. The customer had to complete the verification process via the web and did not complete it. For that reason we had to complete it over the phone. This occurred over the weekend and was contacted the next business day. She then requested to have her order cancelled and was issued a refund for the full amount. We apologize about any inconvenience. If you have any additional concerns please feel free to write us at *******@cardpool.com

9/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Ordered gift card, never delivered. Input service ticket, they marked it as solved and never responded Ordered a gift card to Bed Bath & Beyond on 7/2 for $81.57. Waited until 7/10 to email them asking where my order was, since they charged my card but I still had no card, and the "My Orders" section on their website showed no order. They never responded. Put in another ticket asking for the same info on 7/14. On 7/15 they marked my ticket as "solved" but never sent a response. They just said it was solved without ever speaking to me at all, and I still have no gift card.

Desired Settlement: I want a refund on my card. I do not want to deal with this business. They sent no products, they don't respond to their consumers, and they have no phone number to be able to speak with a real person. Everything is via email/support tickets which they don't respond to.

Business Response: Initial Business Response /* (1000, 10, 2014/08/20) */ This customer's account has been closed by our risk department, so were not able to accept these orders. Full refunds were issued promptly and will be reflected in the customer's statement within a few business days. Per our policy, our customer support team prioritizes only those requests from customers whose accounts remain in good standing. If there are any further concerns, please feel free to write us at *******@cardpool.com.

9/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I bought a $75 electronic gift card to the apple store, but the code to to the gift card was never emailed to me. I bought a $75 electronic gift card to the apple store on Saturday, July 12. The company guaranteed that it would be emailed to me within one business day, but I have yet to receive it. My order number is #XXXXXXX. I was billed for $72.37 on Monday, July 15. I am planning to buy a computer before I go back to college later this month, and I can't afford the $75 loss. Either give me a refund or, preferably, send me the card.

Desired Settlement: Either give me a refund or, preferably, send me the card.

Business Response: Initial Business Response /* (1000, 10, 2014/08/20) */ This customer's account has been closed by our risk department, so were not able to accept these orders. Full refunds were issued promptly and will be reflected in the customer's statement within a few business days. Per our policy, our customer support team prioritizes only those requests from customers whose accounts remain in good standing. If there are any further concerns, please feel free to write us.

9/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: It's been 3 business days and no egift card I purchased $399.67 worth of Targets egiftcards on Wednesday July 9, 2014. I emailed cardpool July 10th stating i have not received my gift cards. They emailed me back on the 11th stating I should have received a verification email, but if I didn't they would call. They called about 6 hours later, I verified my info the rep on the phone said I should recieve my items shortly. Still have not received my items and my card has been charged. I emailed them back stating I no longer needed the gc's and would like to cancel my order.

Desired Settlement: $383.67 purchase price

Business Response: Initial Business Response /* (1000, 5, 2014/07/24) */ DUe to this customer being a first time user of our website, she had to complete our one time verification process. This is an extra step we take to ensure that our customer's information is secure as possible. Due to this additional requirement, there was a delay in the order. We apologize about the inconvenience that may have been caused. The customer requested to cancel her order and a refund was issued promptly. Initial Consumer Rebuttal /* (3000, 7, 2014/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Never received refund, they stated since I verified over the phone I could not get a refund. Website does not state a first time verification process of taking a week to approve order. Final Business Response /* (1000, 15, 2014/08/20) */ We apologize about the inconvenience that may have been caused. For that reason we have issued the customer a Cardpool gift card that they were willing to accept in exchange for the non refund they received. Attached you will see the email correspondence between the customer and our support team explaining the situation. If you have any additional concerns, please feel free to write us at *******@cardpool.com

9/2/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I sent in a $50 Panera gift card, in exchange for a $40 check from cardpool. I have received nothing. in 5 weeks. I sent in a $50 Panera gift card with the understanding from cardpool that I would receive $40 in exchange. On June 23, 2014, I received an email from cardpool stating that my transaction had been processed and that I should receive my check in 3-7 business days. Three weeks later, I had not received a check and sent cardpool an email. I received an email back from cardpool on July 14, 2014 stating that my check must have gotten lost in the mail and that they were sending out a check the very next day. It is July 28,2014 and I have still not received a check from cardpool. Emails are copied in below. Cardpool Support, Jul 14: Hi ********, Thanks for contacting Cardpool.com! The check must have gotten lost in the mail as you should have received it by now. We'll issue you a new check and send it out at the beginning of the next business day. Thanks for your assistance! ******** *****, Jul 14: That is the correct shipping address. It has been 3 weeks and I still have not received a check. Cardpool Support, Jul 11: Hi ********, Thanks so much for your inquiry! We've confirmed in our records that your payment for this transaction was sent on Monday, June 23rd . We try our best to get cash back payments to our customers as quickly as possible, but we rely on USPS to handle our mail. USPS First Class mail is estimated to take 3-7 business days. While USPS provides this estimate, they do not guarantee delivery within that time frame and we've been informed that mail can sometimes take up to 3 weeks to deliver if it is misrouted or has to be returned to the sender. If you still haven't received your check within 3 weeks, we can cancel the previous check and we'd be happy to issue a new one. In the meantime, can you confirm the shipping address we have for your check is correct? *** W ******** *** APT *** CLEVELAND OH XXXXX-XXXX Thanks for your assistance! ******** *****, Jul 11: Hello! I still have not received my check. Please advise. Thanks! ******** ***** On Monday, June 23, XXXX X:XX PM, Cardpool <******@cardpool.com> wrote: Hi ********, We thought you'd like to know that we've processed your gift cards for transaction #XXXXXXX and mailed you a check for $40.00. The check should arrive within 3-7 business days*. We sent the check as payment for the following items: 1. Panera Bread Gift Card ($50.00). We sent the check to this address: ******** ***** *** W. ******** **** Apt *** ********** ** XXXXX If you have any questions, please do not hesitate to contact us at *******@cardpool.com. Thanks and have a great day! The Cardpool Team http://www.cardpool.com P.S. You can refer a friend and earn money at Cardpool! * Most checks arrive within 3-7 business days, but can take up to 2-3 weeks if the U.S. Postal Service encounters any delays. If you haven't received your check within 3 weeks, please let us know.

Desired Settlement: Either send the $50 Panera gift card back to me, or send me the $40 check as promised.

Business Response: Initial Business Response /* (1000, 9, 2014/08/23) */ We truly apologize about the experience you have had. Please know this is not the normal customer experience and we strive to ensure our customers are always satisfied with the service. Our records indicate that 2 checks were issued, 1 being lost in the mail and the other due to a system glitch. you have since been issued another check that should be arriving to you shortly. We have also issued you a complimentary gift card so you may have a better experience ordering gift cards with Cardpool.com. We truly value you as a customer and appreciate your feedback. If you have any additional questions or concerns, please feel free to write us at *******@cardpool.com Initial Consumer Rebuttal /* (2000, 11, 2014/09/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I finally received a check from cardpool.

8/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They have not emailed me the egiftcards they charge me for. Intending to replace my broken lawnmower, I bought three Home Depot egiftcards on Sunday 7/6/14. I read while ordering that ecards are normally sent within one business day. It has been a week. With this taking five times as long as I was told, something has to be wrong, but they will not return my emails. If they could just email me an explanation as to why it is taking so long, I wouldn't have a problem. How long should it take to send me an email.? I have no idea what is going on. They did, however, charge me immediately.

Desired Settlement: An explanation and the egiftcards I ordered would be great. A refund would be acceptable. Just to reiterate, my first choice would be getting the cards, quickly.

Business Response: Initial Business Response /* (1000, 5, 2014/07/24) */ This customer's account has been closed by our risk department, so were not able to accept these orders. Full refunds were issued promptly and will be reflected in the customer's statement within a few business days. Per our policy, our customer support team prioritizes only those requests from customers whose accounts remain in good standing. This customer also contacted us on a social media account, where he was then given a update about his order. If there are any further concerns, please feel free to write us. Initial Consumer Rebuttal /* (3000, 7, 2014/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your response is very disappointing. If you weren't willing to business with me, why did you, then and still to this day, continue to advertise directly to me via email, and why did you accept my payment? Also, it took two weeks to here back from you on Facebook, and I don't think I ever heard anything back on the email I sent your support team originally. I didn't think I was ever going to here anything at all. Why is my account not in good standing? Is it because the last time I bought a card from you it had a zero balance, and I canceled the payment with my credit card company? Not only did I talk with your support about that, but receiving a blank gift card from anyone is a perfectly good reason to do that. Also, I tried to contact you first, but communicating with you is difficult. Did you ever even contact me to tell me my account wasn't in good standing? Stop emailing me ads. Final Business Response /* (4000, 9, 2014/08/13) */ We apologize about the inconvenience you have experienced but according to our records we have email correspondence from our support team informing you of the status of your refund. After the refund was issued an additional chargeback case was also brought forth. Our customers orders and satisfaction is of the highest importance to us and we felt as though a full refund to the customer, as requested, would suffice. We have now considered this order closed. Final Consumer Response /* (4200, 11, 2014/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) In the time it took you to send this last response, I have recieved more than four emails from you advertising your products. Do you think that this, soliciting business from someone you are not planing in doing business with, could be confusing? Please stop emailing me. What email correspondence? You aren't referring to the current issue because I didn't receive an email about my refund. Are you writing of the time you sent me a giftcard with a zero balance? If you bought a gift card online and recieved one with a zero balance and you tried to contact the business and could only find an email address, would you cancel the payment with the credit card company so you could stop worring about it or wait for the company that just sent you a bogus card to get back to you and fix it? I didn't have high hopes for a resolution on your end. Also once again, it would have been nice for some kind of we-are-no-longer-doing-business-with-you notification instead of accepting my payment, not sending me the cards, and not communicating with me at all for weeks. Stop sending me junk mail.

8/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered many giftcards on cardpool and they will not ship them out. They charge credit card, then refund the money and cancel the order. Everyone in my family has a cardpool account and we ordered giftcards from starbucks and target. We paid so we would like them to be shipped out and not cancelled. This is very bad business practice.

Desired Settlement: Ship the giftcards out.

Business Response: Initial Business Response /* (1000, 9, 2014/07/15) */ This customer's account has been closed by our risk department, so were not able to accept these orders. Full refunds were issued promptly and will be reflected in the customer's statement within a few business days. Per our policy, our customer support team prioritizes only those requests from customers whose accounts remain in good standing. If there are any further concerns, please feel free to write us. Initial Consumer Rebuttal /* (3000, 11, 2014/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The way you assess risks completely suck! I buy many giftcards from multiple websites and you're the only one that has closed my account due to "risks". When I sell giftcards, you don't give me a reason why they're not accepted. I don't see at all how I'm a risk and there's noone that gives me a reason so there is completely no reason to not ship the cards out. Final Business Response /* (4000, 15, 2014/08/11) */ We understand the frustration of the customer about not receiving their intended order. According to our terms and conditions of our "Refer a Friend" program, the customer did not comply with everything that was listed. Please feel free to read more on our website at http://refer.cardpool.com/terms-and-conditions/XXXXXXXXX******XXXXXXXXX#res. We apologize about the inconvenience but if you have any additional questions or concerns, feel free to write us at *******@cardpool.com

8/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Have not received electronic gift cards I ordered two gift cards on 8/10/2014, Order #XXXXXXX. The confirmation email stated that I should receive my electronic gift cards within one business day. it has been 2 going on 3. I have a time sensitive item to buy. Cardpool has already deducted the 57.22 out of my checking account for my purchase, yet I have no cards. I have emailed support and have not received a response. I need the cards immediately or a refund immediately. Thank you.

Desired Settlement: I need the cards immediately or a refund immediately. Thank you.

Business Response: Final Consumer Response /* (2000, 6, 2014/08/25) */ This complaint has been resolved by the company. They have contacted me and I have received the gift cards. Thank you!

8/22/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Cardpool advertises that they buy your gift card. I sent them a physical gift card from Wal Mart valued at $663.00. After 2 weeks they have not paid Cardpool advertises that they buy your gift card. I sent them a physical gift card from Wal Mart valued at $663.00. They offered to pay me $596 after I mail them the card.Here is the email I received: Hi *******, Thanks for using Cardpool! You earned $596.70 on your unwanted gift cards. Your transaction number is #XXXXXXX. We'll send you a check within 1 business day of verifying your gift cards and email you to let you know when we do. To complete the process, please mail your gift cards to: Processing Center ** *** **** **********, CA XXXXX For your convenience, we've created a prepaid shipping label and packing slip for you: Print Free Shipping Label and Packing Slip If you don't have a printer, you can also mail your gift cards using your preferred shipping method. We recommend using USPS First Class, USPS Priority, or USPS Certified Mail. Please include either the packing slip or a note with your name, phone number, and transaction number (#XXXXXXX), along with the following gift cards: 1. Walmart Gift Card ($663.00). After receiving your gift cards, we'll mail a check to: ******* ***** 3 ****** ****** **** **** *********, ** XXXXX If you have any questions, please do not hesitate to contact us at *******@cardpool.com. Thanks and have a great day! The Cardpool Team http://www.cardpool.com P.S. You can refer a friend and earn money at Cardpool! After 2 weeks they have not paid. I emailed them on 7/14/14 and they stated they just received that card and it was going to process my check. Well I logged into Walmart.com that same day and saw that a transaction was done on my gift card for $622.98. In fact, they emailed me today stating that due to their security teams investigation, they cannot process the transaction and will be returning the gift card. Well I called Walmart and they said someone ordered a bunch of furniture in that amount on that gift card to be delivered by fed ex to an address in***********, CA. on 7/18. I need this resolved ASAP please....Their outfit is a complete scam!!!!!!!!!!!!!

Desired Settlement: I would like either my gift card full value of $663 back or a check for that amount, and some compensation for my time wasted would not be bad either.....

Business Response: Initial Business Response /* (1000, 10, 2014/08/20) */ The customer did place a transaction with us and informed us of what had occurred. We passed *** of the information along to our risk assessment department who was able to determine that these charges on the customers cards were unauthorized. We personally contacted the customer and issued him a check in the amount promised at the initial transaction as well as a Cardpool gift card. We truly apologize for the inconvenience this has caused and we value this customer. If you have any additional concerns or questions, please feel free to write us. Initial Consumer Rebuttal /* (2000, 12, 2014/08/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

8/12/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Two months after my transaction with Cardpool, they are charging me $21 for the card I sent in and a $10 fee. Today (7/11/2014) I received an email from Cardpool saying that the Best Buy card that I sold them originally with a value of $20 (on 5/19/2014) now has no value. After my original transaction was confirmed, I had shredded up the Best Buy card that I sold to the company to ensure that I would not accidentally use the card. Now they are charging me $21 for the cost of the card and a $10 fee. Given that the company was the only one with my card information, I believe that the reduction of value on my card was either their fault, or that this whole situation is a scam for my money.

Desired Settlement: I would like to receive the $31 that the company wrongly charged me back.

Business Response: Initial Business Response /* (1000, 5, 2014/07/24) */ Our risk department determined these cards were compromised prior to us selling his gift cards. Per our terms posted on Cardpool.com it states "You further agree that you will be charged a replacement fee if the Gift Card proves to be invalid according to the terms of the transaction. The replacement fee will be equal to the balance that you reported at the time of the transaction plus an additional $10 service fee." Please feel free to read more about our terms of service at http://www.cardpool.com/tos.

8/12/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: On 7/3/14 I sent 4 Marriot Gift cards worth $500 ea to them to sell. The Transaction # is XXXXXXX. They have not sent me the payment. On 7/3/14 I sent 4 Marriot Gift cards worth $500 ea to them to sell. The Transaction # is XXXXXXX. They have not sent me the payment. They say in the selling process that they send you your check within 1 day of recieveing the cards. I had sent the cards USPS Express and they were delivered to them on 7/7/14, USPS Tr# EIXXXXXXXXXUS. They only send generic emails when I try to contact the customer support. The only phone number listed is a recording with no option to speak with a rep. There are hundreds of complaints on the web of people being ripped off from these guys.

Desired Settlement: I want them to contact me so that I can provide them a prepaid USPS Express lable to either send me the check they owe me, or to send the cards to a legitimate company.

Business Response: Initial Business Response /* (1000, 5, 2014/07/24) */ Due to the Holiday, our business was closed during normal business hours. ALso, the customer needed to complete our verification process to ensure our customer's information is safe. Due to these two factors, the customers order was delayed but before the process could be complete, the customer requested to cancel his order. Per his request, the cards were sent back to him in the same condition we received them. If you have any additional questions or concerns, please feel free to write us.

8/12/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Repeated non-delivery of products. I was also provided with wrong tracking numbers and generic responses by customer service. No accountability there. We ordered giftcards from Cardpool on June 12, 2014. Order number was #XXXXXXX. I have been chasing this order for 4 weeks. All this time, I have been working with ***** at Cardpool. I have had over 10 exchanges with Cardpool and every exchange from ***** at Cardpool has been unhelpful. The responses have been generic and she never sought to resolved the issue. For example, when I asked where my shipment was, ***** at Cardpool gave me a tracking number that showed my shipment was en-route to FloridaI live in *** ****. It was clear that either the product never shipped or was lost in transit. The tracking number ***** at Cardpool had provided was not for my order. ***** never once offered to reship or to help locate my product, which I already paid for. In addition, when I asked for a refund, ***** simply stated that I will have to wait until 3-weeks have passed. In other words, Cardpool had my money for over 3 weeks and have not delivered a single thing to me. There is also no accountability. I asked to speak to *****'s manager or to speak over the phone with a representative. ***** had told me that there is no phone number available and that I should email *******@cardpool.com. That email is the email ***** has been usingin other words, she didn't give me any number. It has been a very unpleasant experience, working with ***** and Cardpool. Dishonest and unresponsive organization.

Desired Settlement: I want a manager from Cardpool to speak to me over the phone about what had happened to my shipment. I had paid for the product and was never once informed of the status of the shipment. I have not yet received my product. No more generic responses.

Business Response: Initial Business Response /* (1000, 8, 2014/07/24) */ We understand the frustration of the customer and apologize for any inconvenience. Our support team provided the customer with all of the information we had on file. We issued the customer the correct tracking number we had on file and after verifying all of the customer's information , it appears as though his order has been lost in the mail. Because we relay on USPS, this issue was out of our hands. Per our policy, we must wait 3 weeks to confirm the customer has not received his order. This is because mail is rerouted by the postal service and typically finds its way within 3 weeks. After the required time passed, the customer was issued a refund right away.

8/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Promised product within 1 business day. No product 4 business days later On 6/26/14 I purchased gift cards from this company to use in conjunction with a sale at a vendor that I purchased gift cards for. I purchased from this company specifically because of their promise of delivery of one business day. The retailer no longer has the item for sale and I have lost the sale price and a difference of $46.00 6/27/14 passed, then the weekend, then I received a call and email from ******** to verify information on 6/30/14. I called back within in two hours and answered security questions and was promised my gift cards that day. The day passed *** I did not receive them. The next day 7/1 I still did not get anything and as this company had no number to call, I sent an email with no response. I received a call From ******* on 6/2/14 who asked me the same security questions. I advised her that I answered the same questions on 6/30 and she apologized but stated she had no record of my conversation with ********* This company has made multiple promises and kept none of them. To date I still do not have my product and even if I get it, I have still lost the amount of $46.00 as Cardpool failed to honor their promise of 1 business day delivery.

Desired Settlement: my order!

Business Response: Initial Business Response /* (1000, 5, 2014/07/23) */ This customer placed an order for gifts sent via email. Due to the customers first time buying at Cardpool.com we had to verify his information. The verification process is a one time requirement needed to complete before we process orders. Our customers, their information and their orders are of the highest priority to us. The customer was sent a link to complete the process that was not completed, therefore he needed to verify via phone. We understand his frustration but due to the delay in completing the verification process there was a delay with the customer's order. When the customer spoke to a team representative he did not wish to cancel the order and proceeded with the order. Within 1 hour of completing our requirement, he was issued his order.

8/11/2014 Advertising/Sales Issues
8/7/2014 Guarantee/Warranty Issues
8/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Ordered an e-gift card in February and have not received it. I ordered an e-gift card in February from CardPool for $25. I paid $19 for it. They sent me a link to get the gift card online and when I click on it, it says you are trying to redeem an invalid gift card please contact support at *******@cardpool.com So I emailed them and we have gone back and forth for months with still no resolution. The last time I have heard from them is May 11. Why does it take so long to answer an email? At this time I would just like a refund.

Desired Settlement: Refund of the money that I paid for the gift card.

Business Response: Initial Business Response /* (1000, 5, 2014/07/03) */ This customer placed her order on 2/17/14 and received her gift cards the same day. We have no record of email correspondence for this transaction. We do have email transactions from a prior order due to technical difficulties but that was address and resolve in January. The customer placed her order and the delivery of gift cards were issued as advertised on our site. Initial Consumer Rebuttal /* (3000, 7, 2014/07/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I explained in my many emails, the gift card that was issued to me, did not work. The emails are under the email address ***************@gmail.com. the last time I received any response from someone there was in mid-May. Give me my money back!! Final Business Response /* (4000, 14, 2014/07/24) */ After further looking into the customer's records and with the new email provided, it appears as though this customers account has been closed by our risk department. Per our policy, our customer support team prioritizes only those requests from customers whose accounts remain in good standing. With that being said it looked like she did try to contact us within the 100 day guarantee and for that reason she has now been issued a full refund for the amount that she had paid. We apologize for the inconvenience this may have caused. If there are any further concerns, please feel free to write us.

8/4/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Ordered and paid for Lowe's gift card. Card never delivered. Emails ignored. Ordered Lowe's gift card on 6/24,debit card was charged $75.48. Order #XXXXXXX. Got confirmation email saying card would be emailed to me within one business day. Card never received, emails to Cardpool have been ignored, including cancellation request. ADDITIONAL DETAILS: Case is being handled by another organization: Complained to FTC

Desired Settlement: Full refund and explanation.

Business Response: Initial Business Response /* (1000, 5, 2014/07/16) */ This customer's account has been closed by our risk department, so were not able to accept these orders. Full refunds were issued with 2 hours of the customer placing their order. The refund takes a couple of business days to show on the customers statement and that was the reason for the delay. Per our policy, our customer support team prioritizes only those requests from customers whose accounts remain in good standing. If there are any further concerns, please feel free to write us.

8/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Non-delivery of electronic gift cards. I order three Home Depot electronic gift cards the night of June 26th. Cardpool states cards will be emailed within 1 business day. I emailed them on the 30th asking where the cards where, no response. I emailed again on July 1st. Later that night I received a reply they were trying to verify the cards and they were scheduled to be "shipped"/emailed later that day. Emailed again on the 2nd. No reply.

Desired Settlement: I would like the cards shipped immediately or replacements sent immediately.

Business Response: Initial Business Response /* (1000, 5, 2014/07/23) */ Due to a system glitch, the customer's order was delayed. As with all customers we have to verify the gift cards before shipping any orders. This is an additional step to ensure the customer is receiving exactly what they have purchased. The customer received his order on 7/2 and we truly apologize about the inconvenience. We value every customer here at Cardpool and for that reason we have issued him a Cardpool gift card for the delay with his order. Please feel free to write us if you have any additional questions or concerns. Initial Consumer Rebuttal /* (2000, 7, 2014/08/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate the gift card due to the delay and I accept their response because I did eventually get the cards. But going from a "usual" 1 day delivery to 5-6 days for an electronic card is unacceptable. I ended up buying cards from Raise.com because I didn't want to miss the sale item I was going to use the cards on. They were very quick. Cardpool should verify the cards and their value before they are offered for sale on their website to avoid this glitch.

7/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I paid for a Home Depot gift card, and was informed I would have the information within one business day. The gift card details have not arrived. I purchased a Home Depot gift card for the price of $273.61. The gift card was to be $304.02. They promptly charged my credit card, yet I have yet to receive the gift card number in order to use it. The confirmation e-mail I received stated I would be sent that information within one business day.

Desired Settlement: I want the gift card information ASAP so I can purchase the gift I wanted that will now be late for the intended occasion.

Business Response: Initial Business Response /* (1000, 5, 2014/07/11) */ This customer placed her order on 6/25/14. Due to her "new user" status she had to complete our verification process which the customer attempted on 6/27 but did not complete. We tried to contact her to complete the process over the phone but had to leave a message on 6/27. She was able to speak to a representative on 6/30 at 9:43am and her order was shipped on 6/30 at 11:15 am. Although the verification process may have delayed her order, this is an additional step taken to ensure the customers information is safe and many of our customers are satisfied with the added precaution. We apologize for any inconvenience this may have caused but feel as though we handled it promptly as soon as the verification was complete.

7/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cardpool.com took $220 from me. I sold them a gift card transaction #XXXXXXX for a gift card of $259.95.. They was suppose to send me a check for $220.96 within 3-7 business days it's been 3 weeks I still haven't receive no check and the balance on my giftcard is at $0.

Desired Settlement: They took $220.96 off my giftcard that I sent to them and I never recieve my check and it's been over 3 weeks

Business Response: Initial Business Response /* (1000, 9, 2014/07/11) */ This customer sold us his electronic gift card on 6/2/14 at 3:20 pm and his check was issued as of 6/2/14 at 4:02pm that same day. We do rely on the postal service to deliver all of our checks but sometimes there are issues with mail getting lost in transit. It is our policy to wait 3 weeks from when the check was issued to issue a new one because most of the time the checks arrive within that 3 week period. This was explained to the customer when he contacted support. On 6/23 after the 3 week mark, the customer still did not receive his check.We issued a new one immediately and that check was cashed shortly after. We apologize for any inconvenience this may have caused the customer and for that reason we have issued him a $5 gift. We value the customer and want to thank him for choosing Cardpool.

7/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered three electronic gift cards that were supposed to be delivered within 24 hours but I never recieved them. I wanted to make a purchase from Best Buy and I thought that a good way to save money would be to purchase discounted gift cards from Cardpool to pay for the item at Best Buy. The item at Best Buy had a limited quantity in stock so I could not wait for Cardpool to mail out plastic gift cards so I choose the option to purchase Electronic Gift Cards because Cardpool promised to email them out within 24 hours. On 5/12/2014 at 1:57 PM PST, I purchased three Electronic Best Buy Gift Cards from Cardpool (order #XXXXXXX). On 5/13/2014 at 2:13 PM PST, I sent an email to Carpool's only listed form of communication on their website (*******@cardpool.com) requesting the status of my order that was now over 24 hours old. Within the email I explained how I liked the service that Cardpool provides but I explained my situation. At 5/13/2014 at 4:53 PM PST, having still not heard from Cardpool, I searched for additional contact information for the company online. I found an email address listed on the Better Business Bureau website for Cardpool's Director of Business Development, **** (last name unknown). I forwarded **** the email that I sent to *******@cardpool.com with another personalized message explaining my situation and requesting his assistance. Immediately after I sent the email I received an auto generated reply to my request with ****'s phone number in his signature block. After I waited 10-15 minutes I called the number and **** answered. **** immediatly asked me how I got his number and seemed annoyed. As I explained my situation he became understanding and reassured me that it would be resolved in a couple minutes because he was working on it. At 5/13/2014 at 5:54 PM PST I still had not received any communication from Cardpool so I sent **** the following message: I still have not received anything. The item I was going to use the gift cards for is almost out of stock so I am probably going to have to purchase the item without the gift cards. Today (5/14/2014 at 7:53 AM PST), I still have not received any communication from anyone at Cardpool. I had to purchase the item at Best Buy that I was purchasing the Gift Cards for so now I have no reason to have $553.74 worth of Best Buy Gift Cards anymore. I lost the discount in savings of 4.5% ($24.92) that I would have received by using discounted Gift Cards from Cardpool for my purchase, as well as the money I spent on the Gift Cards (purchased the item without the Gift Cards so now I spent the money twice), plus the time and energy that I spent trying to contact Cardpool. I could have gone with a competitors business and received a discounted Gift Cards but by the time I realized I was having problems with Cardpool I did not have enough time for a competitor to process my order. I had just learned of Cardpool a short time ago and I suggested it to several family members and coworkers, I will now have to reverse my recommendation. I have also contacted the Credit Card Company that I used to make the purchase on Cardpool as well as my attorney who are prepared to take action if I am unable to resolve this issue through the Better Business Bureau. I really think that Cardpool has a great business model but if this is the quality of customer service that I can expect then I would have to give the company a solid 0 out of 10 rating.

Desired Settlement: It is possible that I still might have use for the Gift Cards so it would be best for everyone involved if I were contacted by email when this complaint is recieved. If I do not have use for the Gift Cards I would like a refund of the Gift Cards that I purchased at the value that the cards would have represented $553.74.

Business Response: Initial Business Response /* (1000, 5, 2014/05/30) */ We attempted to contact this customer for a one-time verification process, which we undertake to protect our customers from credit card and identity theft. Verification attempts were made on May 12th via email and May 14th by phone. Due to the delay in verification, there was a delay with the customers order. On May 14th when the customer spoke to our verification representative, he proceeded to move forward with the order. He received his codes shortly after the phone call. If there are any further concerns, please feel free to write us. Initial Consumer Rebuttal /* (3000, 7, 2014/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not recieve any emails or voicemails on either of those dates from the company. What I do have are copies of my unanswered emails requesting support from the company. Late on the 14th I did recieve a call from the company and I was sent the cards shortly after but that was after I was not contacted or sent the cards for 24 hours and I repeatedly tried to contact the business and even contacted a representative of the company who said my issue was being fixed but was not. Final Business Response /* (4000, 15, 2014/07/18) */ We apologize for any inconvenience you may have been caused. The customer spoke to a Cardpool representative at 9:28am on 5/14 and received their order at 12:07pm on 5/14. If the customer would have explained the situation to our representative, we would have been more than happy to cancel the order and issued a refund. Due to the customer verifying the information and moving forward with their order, as wells as using the gift cards, there is no further action needed. The verification process is a one - time requirement that he has met. Any orders moving forward will meet the 24 hour turn around time. Final Consumer Response /* (4200, 17, 2014/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had actually spoken to and emailed with someone the day before who had told me that the issue would be resolved within minutes. The fact that I had once again communicated with the company at 9:28am on 5/14, over 24 hours after the advertised turn around time on the website, and after I had already spoken to someone the day before, creates no justification for the incidents that took place. I should have already had my purchased item and I shouldn't have had to track someone down to get the item that I purchased and I should not have been ignored when I asked for help in getting my item... Bottom line is that I did not recieve my gift cards within the advertised amount of time stated on the website and after I explained the situation to someone who promissed to resolve the situation, nothing happened. Needles to say, there is a complete lack of customer service throughout the process because I shouldn't have had to track someone down to get the product that I purchased and nobody has even admitied any wrong doing or apology for the experience. It is obvious to me that no opology or anything is coming so there is no need to continue this discussion. Later this week I will file a dispute with my credit card company and my attorney will send a letter to the company before we file in small claims court. I am also filing the necessary paperwork with the Department of Defense to have this business added to off limit business establishments (making it illegal for all military and Departmnet of Defense Civillian Employees to do business with the company). With the exception of actually filing in small claims court, none of these will actually cost me any money but they will warn the public, military, and Department of Defense Civillians of the poor business practices and customer service of this establishment which could lead to future financial problems for the company. I am pleased to know that this transcript is publicly available for people to read on the BBB website so that even more people will warned and I hope that the BBB takes this incident into consideration when assesing their BBB rating.

7/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a home depot e-gift card on 7/4 which should have been delivered in 1 business day. Credit card was charged but the e-card was never sent. purchase date 7/4. Order #XXXXXXX. Home Depot Gift Card worth $97.71 and paid $86.96. Credit card was charged at time of purchase. Contacted company on 7/8 with no response. Order confirmation email states that I should have received e-card in one business day.

Desired Settlement: As the time that I needed to use the gift card to make my purchase has passed, I would like I refund to my credit card for the $86.96 that was charged.

Business Response: Initial Business Response /* (1000, 5, 2014/07/24) */ This customer placed and order on 7/4/14 and due to the holiday there was a delay in the order. During this holiday, the company was closed for normal business hours. All customers who placed an order during this time received an email confirmation informing them of the delay. Initial Consumer Rebuttal /* (2000, 7, 2014/07/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a Home Depot Card (Order XXXXXXX))on 6/11/14 for $ 57.31 value for $ 51.00 and have never received it. Saw an ad online for Cardpool and on 6/11/14 purchased a Home Depot Card for $ 51.00 with a value of $ 57.31(11% discount). I received a confirmation email telling me they would call to confirm my information. Which they did two days later. When I purchased the card it said it would be an electronic card and after the phone call I would receive it by email within 1 day. On 6/13/14 I received an email saying "your order has shipped and should arrive 3-7 business days* (* Most orders arrive within 3-7 business days, but can take up to 2-3 weeks if the U.S. Postal Service encounters any delays. If you haven't received your order within 3 weeks, please let us know.) We'll email your electronic or mobile gift card to you shortly." I have contacted them by email and on their website several times, the last being 6/17/14 and got the standard reply that they would be getting back to me by the next business day. I have not heard from them other than emails offering me more cards. I just want my card or a refund.

Desired Settlement: I want either the Home Depot Card with a value of $57.31 or a refund of my $51.00.

Business Response: Initial Business Response /* (1000, 5, 2014/07/23) */ This customer placed her order as of 6/11/14 and due to her first time user status, she had to complete our verification process. This is an additional step we take to ensure the validity of our customer's and their orders. Although it may delay their orders, most customer's are happy with our process to ensure their information is safe. The customer completed this step on 6/12 at 2:10pm and was shipped to her on 6/13 at 9:30am. When the customer contacted our support team, we confirmed the shipment and asked the customer to check her "spam" folder. which is a common problem we see. Once the customer confirmed her gift card was emailed to her for a second time. Initial Consumer Rebuttal /* (2000, 7, 2014/07/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/25/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Placed order online for gift card, got charged, did not receive the e-gift card electronically, and now don't see the order transaction online I have placed an online order on cardpool for the purchase of an e-gift card for Home Depot (Order #XXXXXXX)‏ Per the company's policy, my expectation was to receive the e-gift card within one business day. The order was placed on 6/27, and as of 7/2, I still have yet to receive the gift card. I have emailed customer support several times and have yet to hear back a response. In addition, my credit card was charged and now, the order transaction is gone from my account on their website. The order purchase confirmation email is listed below: ************************************** Hi ****, Thanks for your order! You saved 10% off your order by buying $106.01 in items for only $95.40. We'll email you with your electronic or mobile gift cards within 1 business day. Your order number is #XXXXXXX and you have been billed for the amount of $95.40. You ordered the following items: 1. $106.01 Home Depot Electronic Gift Card, sold at a 10% discount for $95.40. If you have any questions, please do not hesitate to contact us at *******@cardpool.com. Thanks and have a great day! The Cardpool Team http://www.cardpool.com

Desired Settlement: Quick refund of my purchase and a response to what had happened.

Business Response: Initial Business Response /* (1000, 5, 2014/07/23) */ This customer's account has been closed by our risk department, so were not able to accept these orders. Full refunds were issued promptly and will be reflected in the customer's statement within a few business days. Per our policy, our customer support team prioritizes only those requests from customers whose accounts remain in good standing. If there are any further concerns, please feel free to write us. Initial Consumer Rebuttal /* (2000, 7, 2014/07/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Don't know why my account was closed... no communication was made by company. Very poor business practices - would stay away and use Raise.com instead.

7/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The order placed was not received within the allotte time period as advertised by the company Carpool. The customer service did not respond to email. A cardpool order was placed on 6/15/2014 (Sunday). I did not recieve my order within the 1 business day. As of Tuesday afternoon 6/17 I have not recieved my order. An email was sent to customer support as there is no customer support phone number. That email was not responded to within the 24 hour time allowance as advertised on their website. Below is my order transaction Thanks for your order! You saved 8% off your order by buying $1,149.52 in items for only $1,057.51. We'll email you with your electronic or mobile gift cards within 1 business day. Your order number is #XXXXX and you have been billed for the amount of $1,057.51. You ordered the following items: 1. $91.25 Home Depot Electronic Gift Card, sold at a 8% discount for $83.95. 2. $92.34 Home Depot Electronic Gift Card, sold at a 8% discount for $84.95. 3. $98.88 Home Depot Electronic Gift Card, sold at a 8% discount for $90.96. 4. $58.39 Home Depot Electronic Gift Card, sold at a 8% discount for $53.71. 5. $91.18 Home Depot Electronic Gift Card, sold at a 8% discount for $83.88. 6. $90.59 Home Depot Electronic Gift Card, sold at a 8% discount for $83.34. 7. $95.23 Home Depot Electronic Gift Card, sold at a 8% discount for $87.61. 8. $96.81 Home Depot Electronic Gift Card, sold at a 8% discount for $89.06. 9. $113.53 Home Depot Electronic Gift Card, sold at a 8% discount for $104.44. 10. $111.87 Home Depot Electronic Gift Card, sold at a 8% discount for $102.92. 11. $116.84 Home Depot Electronic Gift Card, sold at a 8% discount for $107.49. 12. $92.61 Home Depot Electronic Gift Card, sold at a 8% discount for $85.20.

Desired Settlement: I would like to receive the product as soon as possible.

Business Response: Initial Business Response /* (1000, 5, 2014/07/03) */ We apologize for the delay in the customers order. He placed his order on 6/15 and because he was a first time customer he needed to complete our one time verification process. It is an extra step added to ensure our customer's transaction is safely processed. Upon completion his gift cards were issued to him promptly. Due to the delay in verification the customer received a delay in his order. We have issued him a gift and still value him as a Cardpool customer.

7/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: failed to deliver after charging credit card,also avoids emails and phone contact ) ****** S Jun 5 at 11:13 PM To *******@yahoo.com On Thursday, June 5, XXXX XX:XX PM, Cardpool <******@cardpool.com> wrote: Hi ***, Thanks for your order! You saved 26.9% off your order by buying $21.39 in items for only $20.64. We'll email you with your electronic or mobile gift cards within 1 business day. Your order number is #XXXXXXX and you have been billed for the amount of $15.64. You ordered the following items: 1. $21.39 Sears Electronic Gift Card, sold at a 3.5% discount for $20.64. You recieved these additional discounts: Promo Code (NewUser5): $5.00 off your order. If you have any questions, please do not hesitate to contact us at *******@cardpool.com. Thanks and have a great day! The Cardpool Team http://www.cardpool.com/ P.S. You can refer a friend and earn money at Cardpool! Take a look around. All Photo Color

Desired Settlement: would still like the product i was charged for or a prompt refund

Business Response: Initial Business Response /* (1000, 5, 2014/06/20) */ This customer's account has been closed by our risk department, so were not able to accept these orders. Full refunds were issued promptly and will be reflected in the customer's statement within a few business days. Per our policy, our customer support team prioritizes only those requests from customers whose accounts remain in good standing. If there are any further concerns, please feel free to write us. Initial Consumer Rebuttal /* (3000, 7, 2014/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) account should not of been closed as my purchase was legit,i was the purchaser and my card was used by me,they can confirm so by calling me at XXX-XXX-XXXX Final Business Response /* (4000, 9, 2014/07/03) */ We understand that this was a legitimate purchase, but this customer was taking advantage of our referral program which has been put into place for our new customers in good standing. We do apologize for any inconvenience, but our risk assessment team determined we could not move forward with the transaction. If you have any additional concerns, please feel free to write us.

7/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: failed to deliver on order #XXXXXXX after charging credit card,company also avoids answering emails and will no longer awnser phone same as above

Desired Settlement: would still like the ecards i was charged for but if not i want a prompt refund

Business Response: Initial Business Response /* (1000, 5, 2014/06/24) */ This customer's account has been closed by our risk department for taking advantage of our referral program, so we were not able to accept these orders. Full refunds were issued the same day and should already be reflected on the customers statement. Per our policy, our customer support team prioritizes only those requests from customers whose accounts remain in good standing. This complaint is the same as BBB complaint #XXXXXXXX by a customer with the same last name. Their complaint was considered solved by the customer who had the same exact results. If there are any further concerns, please feel free to write us. Initial Consumer Rebuttal /* (3000, 7, 2014/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) the order was from another person related to the the person named in order#XXXXXXXX.merchent wrongly assumed it was fron the same person Final Business Response /* (4000, 9, 2014/07/03) */ We understand the customer's frustration but stated in our terms of service "All aspects of the Service are subject to change or elimination at Cardpool 's sole discretion. Cardpool reserves the right to interrupt the Service with or without prior notice for any reason". The customer was promptly issued a refund and notified immediately.

7/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The e-gift card was supposed to be delivered within 1 business day but it wasn't. I tried several channels of reaching Cardpool for help with no luck. Order number: XXXXXXX I needed this e-gift card to arrive within the advertised time frame in order to take advantage of an online sale that lasted for a limited time. I intended to use this card to purchase goods for an animal shelter which is why ever dollar was so important and why I was trying so hard to save money. Cardpool emailed me to "verify" my account since I had never used their site before. When I tried to follow the link that it gave me, it said that their site was having an issue and that I would be contacted by customer service that day. I sent them an email explaining the time constraint that I was under and asking for help to resolve the issue. I also found a phone number for them, but the phone number goes straight to a message about how you can only reach them via email. I never heard back from them, though my card has been charged for the purchase. I am frustrated that they needed to "verify my account" for "security reasons," but already charged my card despite their own verification site not working. It is all very fishy. Ultimately, I have not received the card within the promised time frame, despite being charged for it.

Desired Settlement: I need a full refund.

Business Response: Initial Business Response /* (1000, 5, 2014/06/30) */ This customer placed an order for an electronic code but because the customer was a first time buyer, they needed to perform our verification process. This is an extra step we take to prevent fraud, we treat all of our orders with the highest amount of care to ensure all of their information is safe. Due to the verification process there was a delay in the order. We do apologize for any inconvenience this may have caused. The customers order was cancelled immediately upon their request and was refunded that same day.

7/15/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I bought a gift card in cardpool in the last November. Recently when I want to use it, I found it did not work. I ask for refund but being refused. I bought a Sunglass Hut gift card from Cardpool in November 25th. My account number is *********@qq.com and the order number is XXXXXXX. The face value is 75 dollars and the selling price is 67.5. In this February, I tried to use the gift card, but the online store shows that there are some issues regarding the card. I thought it may be something wrong with the website. So I gave up buying the product at that time. Recently, when I want to use the gift card again. I found that the website still shows that there are some issues on the gift card. So I call the Sunglass Hut hot line. Since I did not buy the card from Sunglass Hut, they do not accept my case. So I send an email to cardpool. Cardpool denied my refund request soon. They said they have a 100 days refund policy. But I think that I bought the gift card from Cardpool, when I cannot use it, the only way I can solve the problem is asking for refund. I think it is their responsibility to help me to deal with it. Thank you!!

Desired Settlement: I just want to get my money back or they can give me another Sunglass Hut gift card with face value of 75 dollars. Thank you!!

Business Response: Initial Business Response /* (1000, 5, 2014/06/26) */ The customer placed an order on 11/24/13, the order was shipped to the customer on 11/25/13. As of 6/9/14 the customer contacted us to inform us she could no longer use her card. Before sending out any gift cards to a customer, Cardpool verifies the balance of all gift cards to confirm they are valid. The customer also contacted us after our 100 day guarantee return policy which states "All claims under the Purchase Guarantee must be submitted by emailing ******@cardpool.com within one hundred (100) days of the disputed transaction." Due to the length of time from purchase to refund request, we could not issue the customer a refund.

7/15/2014 Billing/Collection Issues
7/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sent gift card to cardpool and received a message indicating the card has $0 value. I have the activation receipt for the card and it wasn't used. Sent ToysRus $25 gift card to cardpool.com. Received a message from their customer support that ToysRUS said the card had no value and asked if I used the card. The card was never used and was never out of my possession until mailed to cardpool.

Desired Settlement: I would like a replacement of the $25 gift card or the $20 for the card as promised on the cardpool.com site.

Business Response: Initial Business Response /* (1000, 8, 2014/06/26) */ Our risk assessment team determined that these gift cards were not acceptable, and the transaction was promptly declined the same day the card was received. The gift cards were returned to the customer in the same condition in which they were received. We recommend that the customer contact the respective merchants directly with any further inquiries regarding the balances of these gift cards. They can then provide the customer with detailed information of where and when this card was used. If there are any further questions, please feel free to write us.

7/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have not received my refund from Cardpool. I attempted to purchase a discounted gift card and paid $17.00. A few minutes later I received an e-mail stating that because of an address change my identity needed to be verified. I attempted to jump through their hoops and was unable to get someone on the phone. I requested that they call me by e-mail and never received a phone call. Instead, they e-mailed me to say that I would be issued a refund. It is now 9 days later and they claim to have sent the refund but I have not received it. I've contacted my bank and they stated that they have not received anything from Cardpool.

Desired Settlement: I simply want my refund. They have given terrible customer service and won't offer customer service by phone which makes me feel like they are hiding something.

Business Response: Initial Business Response /* (1000, 8, 2014/06/25) */ The customer placed his order on 5/20/14 with a different address than we have on file. Due to an address change, he was required to complete the verification process, which is an additional step Cardpool takes to prevent our customers from fraud. He requested that his order be cancelled on 5/21 and a refund was issued that same day. Depending on the bank, it can take a couple of business days for the refund to appear on the customers statement. After we had canceled the order and explained why we needed the customer to verify his information, he then wanted to proceed with the order and complete the verification. At that point he would have had to place another order which was explained to him. We only offer support via email and not as a telephone operation and that is why he was never called but was addressed via email. We sympathize with the customer on the inconvenience of the delay with his order due to the verification process. This customer has ordered from us in the past and has placed two additional orders after this complaint. We hope that our history with the customer of fast delivery and convenient service will remain to keep him a valued customer.

7/9/2014 Delivery Issues
7/8/2014 Problems with Product/Service
7/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered 5 electronic gift cards from Cardpool and the gift cards were never received. I ordered 5 Toys R Us electronic gift cards (order #XXXXXXX) totaling $381.02 on 2/16/2014. The next day I received an email asking to confirm some details with me and providing me with the number XXX-XXX-XXXX to call even though my card was charged on 2/16. I called this number numerous times over the next two days and sent several emails with no response but was finally able to speak with someone on 2/19 to answer a series of questions since my order would not be emailed to me until I answered these questions. I was told I would receive an email with the electronic gift certificates within 24 hours of this phone conversation. When I had not received the electronic gift certificates by 2/21 I tried to find a customer support number yet there is none so I called the "confirmations number" I was provided earlier and was told that they could not help me with my order but if I wanted to that I could send an email to *******@cardpool.com to cancel my order. I had already sent numerous emails to that address and had never received a single response but I again sent an email on 2/21 to ask for the electronic gift cards. When I had not received any response by 2/24 I asked that my order be cancelled. After still not having received a single response to any of my emails and not being able to receive any help via the "confirmations only" phone number and since there is no other method of contacting Cardpool I finally had to contact my credit card company on 3/3 and ask that the charges be reversed. Then, on about 4/24, we received a letter from our credit card company that they were not able to reverse the charges because Cardpool provided support that the electronic gift cards had been emailed to me. I read the support that Cardpool provided to my credit card company in which they showed that they had sent me three emails yet I never received any of these emails. So I called the credit card company and asked if they could forward me these emails that contain the electronic gift certificate links and that way I would actually get the gift cards that I paid for but I was told by my credit card company that they only had paper support from Cardpool. To me that is very suspicious since I can create a word document to look just like an email and print it out. My credit card company urged me to continue to dispute these charges so I faxed them a letter of dispute but am also filing this complaint so that other are aware of my issues with Cardpool. I also, on a whim and not knowing what else to do, emailed *******@cardpool.com again on 5/24 and asked for the electronic gift cards but, as usual, have not received any response from them and I check my email and spam folder regularly. ADDITIONAL DETAILS: Case is being handled by another organization: Barclay Mastercard

Desired Settlement: The settlement that I am seeking is to either receive the 5 Toys R Us electronic gift cards totaling $381.02 or to receive a refund.

Business Response: Initial Business Response /* (1000, 8, 2014/06/18) */ The customer placed their order on 2/16 and after they completed the verification process 5 Toys R Gift codes were sent to them on 2/19 to the same email they have put on file with the BBB. Please see attached screenshot. This customer's account has been closed by our risk department, so we were not able to make any exceptions. Eventually A full refund was issued and will be reflected in the customer's statement within a few business days. Per our policy, our customer support team prioritizes only those requests from customers whose accounts remain in good standing. If there are any further concerns, please feel free to write us.

7/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a gift card from that was meant to have $50 value, but DID NOT WORK. The gift card has $0 balance. the company refuse to refund my money. On May 22, i purchased 2 gift cards from Cardpool.com (the gift cards were for Macys). Each of the gift cards were meant to have a value of $50, for which I paid $46.50 each. One of these worked, while the other of these gift cards had a $0 balance. I tried to use the gift card, and the Macy's website could not process the gift card number. I then contacted Macy's directly, who also told me the gift card number did not work/had $0 balance. I emailed Cardpool about this issue on that same day and was told that the problem was not theirs, that it was Macy's, and they then told me to take it up with them. I told Cardpool that i had talked to Macy's about it and they had confirmed that there was no balance on the gift card. I then asked Cardpool to refund my money. Cardpool then AGAIN emailed me back saying that "upon further investigation," the gift card did have it's balance and again told me (again) to take it up with Macys. I told Cardpool again that i had taken it up with Macy's and they confirmed there is no balance, and, said that if they insist the value is in tact on the gift card that they refund my money and sell it to someone else. Cardpool wrote back again saying that according to their "terms and conditions," they do not issue refunds/exchanges, and that they checked on the "Macy's value checker" and the $50 is in tact. And they said that if I believe the card is fraudulent, it is up to me to prove it. AGAIN, i went to the Macy's value checker, and there IS NO BALANCE. I emailed Cardpool back and told them this and that i would be contacting the BBB as well as any other relevant companies to remedy this situation. This is plain theft. Cardpool just literally took $46.50 of my money. I need resolution to this matter and i don't want this happening to others using this website- this is a major scam.

Desired Settlement: I want a full refund for my purchase. I DO NOT want a replacement.

Business Response: Initial Business Response /* (1000, 5, 2014/06/18) */ The customer placed an order for two $50 Macy's gift cards. She received both of them via electronic gift codes. She contacted our support team about one of them and was then asked to contact Macy's because we verified the card had a valid balance on it at the time and still as of (6/18/14) has a valid gift card balance on it. Due to the transaction being an electronic gift card and was verified as being valid, we could not confirm that the card was fraudulent in any way. In our terms of service which can be seen more in detail at http://www.cardpool.com/tos, states that "Purchase guarantee program does not apply to electronic gift cards or mobile gift cards due to the nature of those programs." We apologize for the inconvenience but we suggest that the customer contact Macy's to discuss her options. Attached you will find a screenshot of the balance verified on the Macy's website taken today (6/18/14). If you have any additional questions, please feel free to write us.

7/2/2014 Problems with Product/Service
6/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered an electronic gift card, but did not receive it within 24 hours. I ordered $50.00 Victoria's Secret Electronic Gift Card and received an email saying I would receive the gift card within 24 hours. My order #XXXXXXX. They charge my credit card but not sending me the gift card and not answering my email, just automated email reply.

Desired Settlement: I want full refund.

Business Response: Initial Business Response /* (1000, 5, 2014/06/06) */ This customer's account has been closed by our risk department, so were not able to accept these orders. Full refunds were issued promptly and should have been reflected in the customer's statement within a few business days. Per our policy, our customer support team prioritizes only those requests from customers whose accounts remain in good standing. If there are any further concerns, please feel free to write us.

6/13/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered a $200.00 Williams-Sonoma Electronic Gift Card, for $184.00.Cardpool said i would get it by email in 1 business day - i have not received it I ordered a $200.00 Williams-Sonoma Electronic Gift Card yesterday at 9:33 am EST, for $184.00. Cardpool said i would get it by email in 1 business day - i have not received it and it has been one business day. My order number is #XXXXXXX. I paid using my Visa (Chase freedom card).

Desired Settlement: I would like to be refunded the amount i paid for the gift card as soon as possible $184.00 - i do not want the gift card now.

Business Response: Final Consumer Response /* (2000, 6, 2014/06/13) */ i received my gift card

6/13/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Sent gift cards worth over 1900 to company in exchange for a check worth 1500. They mailed me back the cards with zero balance and no check. I visited their website two weeks ago and was promised a check which was a % of the gift cards I had. I had two macys cards totaling 1602.00 a Sears card worth 144.00and an H&M card worth 101.00. I was offered 1450 for these cards that were worth 1850.00. I had to send in the cards in exchange for a check. I mailed them in on April 28. I received an email on May 7 stating that they could not process my cards and didn't give a reason but they were sending them back to me. I received them on May 12 , with all four cards with a zero balance, all of them being reported stolen and their balances transferred. I have this all documented and am planning on filing a police report if I am not reimbursed for the full amount of what the cards are worth, which is 1850.00. I want this refund immediately.

Desired Settlement: I am seeking what the cards are actually worth, which is 1850.00. I do not want what was previously agreed upon BC I do not want to do business with thieves. Shame on you!

Business Response: Initial Business Response /* (1000, 6, 2014/05/14) */ Our risk assessment team determined that these gift cards were not acceptable, and the transaction was promptly declined. The gift cards were returned to the customer in the same condition in which they were received. We recommend that the customer contact the respective merchants directly with any further inquiries regarding the balances of these gift cards. If there are any further questions, please feel free to write us. Initial Consumer Rebuttal /* (3000, 8, 2014/05/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I visited card pools website and after entering in the gift cards' numbers and codes to prove their balances, which was 1850, I was offered a check for nearly 1500 in exchange for these cards. Their website confirmed my balances on each card. I had two macys: 753 and 847; a sears: 144; and H&M: 101. After their online acceptance of my cards, I was directed to print out a shipping label and mail in to their offices. After receiving my cards, they were going to send me the check for 1500. After about a week I was told they were denied. I was not given a specific reason just that they couldn't discuss it and they were sending the cards back to me. After receiving the cards I promptly checked their balances and each card had a zero balance. I called each merchant and each merchant stated that the card had been reported lost/stolen and that the funds were transferred off of the card. This was entirely possible and capable of cardpool given that they were not only in possession of the physical cards, but also had the numbers and codes after I entered them online for their verification purposes. I have receipts that prove the card balances prior to me shipping them out, in addition to proof to the fact there have been zero orders or requests made by me to transfer those balances. What I originally wanted was the amount we agreed upon for these cards which was 1500.00. But at this point I'm inclined to want the entire amount as I do not want this company benefiting at all from my business. I have never sold a gift card to a company for cash before and this has been the worst experience. Deciding on taking a 400 hit from 1900 in gift cards so in I could receive 1500 cash was a hard enough decision to make in itself but Losing out on 1900 of gift cards or 1500 cash is sickening and I cannot believe that this company could possibly deny the fact that someone on their team stole this from me. This money didn't transfer itself and based on the numerous poor reviews that this company has received due to poor customer service amongst many many other issues I'm shocked that they even have a BBB rating of A+.. Do some research and you'll see they have a poor history. I deeply regret not doing my homework on them as I would never have done business knowing what I know now. Final Business Response /* (4000, 10, 2014/05/30) */ We understand the frustration of the customer but according to our terms of service, the gift cards must meet the following criteria "i) the Gift Card is valid; ii) the Gift Card is redeemable for the amount of credit that you state through the Service". Upon receipt, the balance of the gift cards did not match that of the amount stated through our service. For those reasons we returned the cards in the same condition as received. We handled the issue promptly and provided the customer information on how to move forward. We strongly encourage the customer to follow up with the Merchant who will be able to provide dates and locations of any transactions used on those particular gift cards. If there are any further questions, please feel free to write us.

6/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: failed to deliver after charging credit card,and avoids anwering emails and phone and also fails to communicate with buyer On Thursday, June 5, 2014 3:02 PM, Cardpool <******@cardpool.com> wrote: Hi *****, Thanks for your order! You saved 28.5% off your order by buying $20.00 in items for only $19.30. We'll email you with your electronic or mobile gift cards within 1 business day. Your order number is #XXXXXXX and you have been billed for the amount of $14.30. You ordered the following items: 1. $20.00 Sears Electronic Gift Card, sold at a 3.5% discount for $19.30. You recieved these additional discounts: Promo Code (NewUser5): $5.00 off your order. If you have any questions, please do not hesitate to contact us at *******@cardpool.com. Thanks and have a great day! The Cardpool Team http://www.cardpool.com/ P.S. You can refer a friend and earn money at Cardpool!

Desired Settlement: would still like product i was charged for or a prompt refund

6/3/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Failure to deliver product within time specified. Company's electronic gift card purchase statement reads "When you purchase an electronic gift card, we'll email you the gift card number and pin so you can use it online. These electronic gift cards will be emailed to you within 24 hours..." Purchased two electronic gift cards on Monday, May 5, 2014. Charge hit my credit card statement Tuesday, May 6, 2014. Today, Thursday, May 8, 2014 still waiting for gift card number and pin.

Desired Settlement: Merely want the gift card numbers purchased, paid for, and as yet undelivered!

Business Response: Initial Business Response /* (1000, 5, 2014/05/16) */ The gift cards in this order were delivered on May 7th and forwarded again to the customer on May 8th. We sincerely apologize for any inconvenience with this delay. If there are any further concerns, please feel free to write us.

6/3/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: On April 10, 2014 I ordered a gift card for Tractory Supply Company in the amount of $213.49 and paid $187.87. Card only has $3 on it. Order #XXXXXXX - Shipped on Apr 10, 2014 Tractor Supply Co. Gift Card 1. $213.49 Tractor Supply Co. Electronic Gift Card, sold at a 12% discount for $187.87. You paid $187.87 for $213.49 worth of items, saving 12% off of your entire order! This is the order that I placed. I went to use the gift card on X-XX-XX and it only has $3 on it. I just spoke with Tractor Supply and inquired about the gift card purchases. The gift card was used on the 15,18,18 and 26th of April in ********* *****. Here are the transactions: April 15th $99.30 April 18th $45.89 April 18th $49.45 April 26th $15.85 All of these purchases were from Tractor Supply Store # 1115 located at **** W *** *** ********* ***** XXXXX XXX-XXX-XXXX. I am located in Conway S.C. and received this card on April 10th and did not make any of these purchases. Please let me know asap what can be done about this... ***** XXX-XXX-XXXX I have tried calling cardpool but their phone number is only a recording. I have sent 3 emails to date with no answer as of yet.

Desired Settlement: I would like my $187.87 refunded to my credit card or another card for Tractor Supply with the proper value on it. Thanks, ***** *******

Business Response: Initial Business Response /* (1000, 5, 2014/05/30) */ A full refund was processed for this order on May 19th. We have also delivered to the customer an additional $30 Cardpool gift card as a token of our sincere apology on this matter. Initial Consumer Rebuttal /* (2000, 7, 2014/06/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Cardpool refunded my complete purchase price and did send me a $30 gift card for the hassle of all of this. Thanks very much for helping in this resolution.

5/19/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Cardpool got my debit card info and used it to charge 990 Dollars On 5/7/14 cardpool made a charge of 990 dollars to my checking acount. My limit is set at 400 a day yet some how they took all 990 in one transaction. I have never used or herd of cardpool until this time.

Desired Settlement: I mainly want my money back but this scam should also be shut down.iv found many reveiws on them and it is clear that they are not a legitimate business.

Business Response: Initial Business Response /* (1000, 5, 2014/05/16) */ This individual's credit card was used during an order on our website on May 6th. Cardpool's fraud prevention department identified the charge as being likely unauthorized and the order was promptly cancelled. A full refund was issued on May 7th. The account that was used to place this order has also been blocked from making any additional purchases, and our fraud department is investigating the matter further. Cardpool leads the industry in fraud detection through sophisticated systems and tools in order to do everything possible to protect our customers and promote a safe, legitimate gift card exchange. We appreciate the individual notifying us of this unauthorized usage of his credit card, and we strongly recommend that he also notify his bank or credit card issuer of the activity if he has not done so already. The individual's desired resolution has previously been fulfilled, and if there are any further concerns, please feel free to write us. Initial Consumer Rebuttal /* (2000, 7, 2014/05/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

5/19/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Cardpool.com failed to deliver electronic gift cards within 24 hours, so I cancelled the sale, but the company failed to cancel and refuses refund. I ordered $250 worth of Macy's electronic gift cards for $230 from Cardpool.com. They failed to deliver them within 24 hours as promised, so I cancelled the sale through the only method they offer (email). They failed to acknowledge the cancellation, delivered the cards late (when I had no more use for them) and now refuse to refund the order because they state they can't refund it after shipped - despite the fact they were shipped late and I requested that they not be shipped. Payment method was credit card. Order Number was XXXXXX.

Desired Settlement: Full refund of $230. I will return the electronic cards. I should not be forced to pay for an item that was delivered LATE. I requested the order be cancelled when it was not delivered on time, but the business delivered anyway.

Business Response: Initial Business Response /* (1000, 5, 2014/05/16) */ A full refund has been processed for this order, since it was not delivered within the timeframe suggested on our website. The refund should be reflected on the customer's credit card statement within a few business days. We sincerely apologize for the delay, and we greatly appreciate the customer following up with our team regarding this matter. If there are any further concerns, please feel free to write us. Initial Consumer Rebuttal /* (2000, 7, 2014/05/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Very disappointing that it took filing a BBB complaint to get this resolved, but glad that the company finally refunded my $.

5/19/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Purchased a $200 Home Depot e-gift card on 4/1. HD states that the card was purchased with a fraudulent card and has been deactivated by them. The card was purchased on 4/15 for $188. Face value of the card was $200. It was electronically delivered on 4/16. I attempted to make a purchase using the card on May 2, but the Home Depot website said it was not a valid card. I called HD and they indicated the original card was purchased using a fraudulent credit card and had therefore been deactivated by HD. I emailed Cardpool and advised them of the situation on 5/2 at 11:50 am. I received an auto-message that they were busy but would respond soon. I have since heard nothing from them. Given that they advertise a 24 hour response time, 7 days a week, this is not acceptable (it is now 5/5, 3:00 pm). I have disputed the charges with Mastercard, as the giftcard was purchased for a time-sensitive purpose and I do not have the money to wait for Cardpool any longer. ADDITIONAL DETAILS: Case is being handled by another organization: Mastercard - disputed charges

Desired Settlement: I was originally seeking replaceemnt of the gift card or refund of my money. At this point, I have disputed the charges with Mastercard. Of course, this also takes time. I would like my money refunded as quickly as possible as I need to go ahead with the originally intended purpose of the gift card. I have purchased and used over $2000 worth of giftcards from a rival company in the LAST MONTH. I intend to continue to do business with them in May at approximately the same volume. It has been quick and hassle free. I'm disappointed that Cardpool has used up so much of my time and effort, for nothing.

Business Response: Initial Business Response /* (1000, 6, 2014/05/16) */ The customer's inquiry was sent on Friday, and our support team responded on Monday, May 5th. A full refund was processed for the gift card on May 5th. The customer's desired resolution has previously been fulfilled. If there are any further concerns, please feel free to write us. Initial Consumer Rebuttal /* (2000, 8, 2014/05/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) The money was refunded quickly. The website said they had a 24 hour response time when I made the purchase. Apparently that has changed.

5/19/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Cardpool.com is a shady company that has a terrible customer service. fails to disclose their procedures when buying a gift card from you cardpool.com is a shady company. it fails to disclose its contact information on its website, there is no customer service number, no support department phone number, which is clearly a red flag to customers. the company's address is a PO Box. all these information should raise a red flag to potential customers. No corporation should operate using a PO Box address. this address is disclosed to the customer only after completing the processing of the transaction online, so there is way for the customer to have prior knowledge of this information. After the customer fill out the transaction forms electronically on the website, during the transaction processing, the customer is them provided with an electronic receipt of the transaction showing the transaction number, the total amount in US dollars to be mailed to the customer in the form of check. So, after you mail in your gift cards to them using certified mail with tracking information in exchange for cash as advertised on the company's website. the company receives the customers' gift cards after verifying the shipping tracking information. the company fails to notify the customer by phone or email that the cards had been received. After I researched the company, and found out their customer service number by a chance, which was posted by angry customers and on online forums and online review website, where hundreds of unhappy and scammed customers post their complaints. then, nobody answers the customers calls,nor all you can do is leave a voice message, which also raises another red flag about this shaddy business. So, several days or weeks had passed, then you receive a phone call from the same person, named something like "********" asking you some personal and inappropriate questions? for example, like, where did you get the cards? when did you get the cards? who gave you the cards? which cards was purchased and which card was bought? and so on ... then, you are informed by that same person that you should be receiving an email from customer service regarding your transaction by the end of the day. the company might claim that all these pratices are part of their verification process, but this is untrue the only verification process is to verify is the card is geniune, active, and has the balances that were disclosed by the customer. However, the company declines the transaction when it feels that it doean;t need the gift card, or that there is no demand for that specific credit card, which explains the company innapropriate practices of making the whole process lengthy on the contrary to what is advertised on their website regarding the lenght of processing and issuing a check. So, Number One: the company purposely fails to discloses all this shady and inappropriate verification process to potential customers on their website because they keep the gift cards as long as they can if there is no demand for it, in other words, no customers willing to buy that specific card or the amount on it, then the company notifies you after weeks have passed by email which reads as follows: We regret to inform you that payment could not be approved for this transaction. Your transaction will be canceled and your cards returned to you. Do not contact the verification department for customer service; they do not handle customer service requests" Number 2: after receiving email by MR/MR ******** stating the transaction was cancelled, the company takes weeks again to mail the gift cards to the customers back, without using a secure shipping method such as the one required by the company like Certified mail and tracking information. so, the customers never know if in fact the company shipped back their gift cards, or the gift cards went missing because the company fails to use certified mail with tracking in order to not be liable for not sending the cards back. so, basically this is the sophisticated scamming process that cardpool.com uses to steal hard working peoples' money.

Desired Settlement: that the company returns the gift cards back to customers, and stop these illegal practices.

Business Response: Initial Business Response /* (1000, 5, 2014/05/07) */ We received this customer's gift cards on April 22nd and attempted to contact the customer to perform a brief verification process. As a secondary marketplace for gift cards, we sometimes require additional verification for high-value transactions. We do not feel the questions are "inappropriate" or "personal" in nature. They are basic questions about the the gift cards that we feel are reasonable and allow us to maintain a safe and secure environment for all of our customers. Promoting a safe gift card exchange is a matter we take extremely seriously, and verification calls are an important part of that process. Our risk assessment team determined that we were not able to accept this customer's gift cards, and the cards were mailed back to the customer on April 24th. The customer was notified of the cards being returned and provided with the USPS Certified tracking number to follow their delivery. Delivery of the USPS Certified package was attempted on April 28th, but no authorized recipient was available to receive it. Delivery was completed on April 29th. This customer's transaction was processed in conformance with our company's policies for risk assessment and security. The gift cards were returned promptly, and the customer was correctly notified at all stages of the process. The customer's accusations of our business practices are unfounded, severely misleading, and in many instances bluntly untrue. The customer claims, for example, that Cardpool does not display its contact information in advance. The customer can visit www.cardpool.com and click on the link that says "Questions? Contact Us" at the top of the page or the link that says "Contact Us" at the bottom of the page, both of which provide our mailing address as well as the email addresses for our relevant departments, including customer support. Given the sheer volume of misleading and untrue statements in this complaint, we will not be addressing them one by one; however, we would like to reiterate that Cardpool conducts its business with the utmost integrity and we work hard to continuously promote a safe marketplace. The customer's gift cards have been returned to him, and we consider the matter closed. If there are any further concerns, however, please feel free to write us. Initial Consumer Rebuttal /* (3000, 7, 2014/05/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) by their silence, cardpool.com is acknowledging the shady business that they are involved in and the shady business tactics that they use as I stated in my initial complaint. Please, read other customer's complaints. the response is more of a request directed to BBB rather than the complainant by asking or suggesting that I may have used inappropriate language or provided personal identifiable information. to the contrary, I have not used any inappropriate language nor did identify any employees except by using their First Name nor did I violated the rights of others. Cardpool failed to answer to my complaint. Cardpool failed to provide any truthful information contrary to what I have already disclosed in my complaint. Please, read customer reviews, this company has nothing but negative reviews and feedback from customer's who some of them have had similar experiences to mine. Final Business Response /* (4000, 9, 2014/05/16) */ As we have previously stated, our risk department determined that this customer's gift cards were not acceptable. The gift cards have already been returned to the customer, per our policy, and in compliance with the customer's desired resolution. The process occurred promptly and in accordance with our company's risk policy. As a leading gift card exchange, Cardpool takes all gift card-related fraud matters very seriously, and if the customer considers our verification procedures to be "inappropriate" or "shady," we recommend he sell his gift cards with another exchange. The customer's desired resolution has already been fulfilled, and we consider the matter closed. Final Consumer Response /* (4200, 11, 2014/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I stated in my initial complaint Cardpool is a shady company and a total scam. the company utilizes shady tactics and illegal practices in accepting gift cards that have been already verified against fraud and holding them for several weeks to see if there is a demand for that particular card with that particular balance by customers who buy merchant gift cards at discounted prices on cardpool.com this is not the first or last complaint by a customer. Please, refer to a thousands of customers (buyers and sellers) complaints BBB and other websites and forums dedicated to exposing scams of cardpool.com. Number 1: this company is run directly from a PO Box. Number 2: there are not phone numbers no addresses to contact on the company's website. Number 3: there is no way for sellers to know if their gift cards had been received, stolen, or lost during the shipping process. Number 4: there is only one person in the entire company that deals with customer service inquiries and complaints. all you can do is leave a message on a answering machine, and wish that your call will be returned. the company claims that it has a large CS team that are professional and dedicated to resolving customer inquiries. it is always beautiful to put beautiful things on a website when it is only a one person company run from a PO Box. the company states "our risk department determined that this customer's gift cards were not acceptable" and "Cardpool takes all gift card-related fraud matters very seriously" these are beautiful but totally false statements because what cardpool.com does is first ask customers to electronically submit information on the gift cards before it actually accepts them and before sending the seller a mailing label for the customer to mail card in exchange for a check. In other words, the cards are already checked and verified against the risks and fraud particularly if they are store only accepted card which is the case. this information requested include the merchant name, the gift card number, PIN number that has to be scratched, and the balance on the gift card. When the card is verified electronically, the company immediately submits the amount that will be paid in exchange for the gift card and provides the seller with mailing label to a PO Box. In my case and other cases, these gift cards were store plastic gift cards, they are not electronic gift card or gift card that could be used on the merchant website to make purchases, but these cards can only be used at the store to make purchases. Therefore, there zero room for fraud and risk when purchasing this type of gift cards but also when the cards have already been verified and accepted by the company in exchange for a check. so, what cardpool does, is take possession of the gift cards sold to them, take 2 to 3 weeks to acknowledge that the company received them and take another 2 to 3 weeks to unfortunately inform the seller that the gift cards could not be accepted without disclosing any reasons. So, the SCAM basically works as follows: Receive a card from the owner, wait and see for weeks, as much time is possible to see if there customers (buyers) who are willing to purchase the gift card from that same merchant and with that same balance. If there is no demand for that card on cardpool website by potential buyers, then the company informs the seller by email that the card was not accepted without disclosing any information or reasons. but in contrast, if the card is bought by a buyer at discounted price, cardpool will make a huge 30% profit, issue and mail the check to the original owner, and then mail the card to the buyer who pays 10% less off the original balance on the card. These practices and tactics are found by the bureau of consumer affairs to be totally ILLEGAL, however, the company still engages in these illegal tactics and practices

5/19/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a macy's gift card of $25 in Feb2014. When I tried to use it yesterday, the balance was 0. I'm pretty sure I didn't use it. When I bought the gift card back in Feb, I checked the balance, it was $25 at that time. But yesterday the balance was 0. I don't know who used it. I didn't give anybody this number and I didn't use it. I contacted Macys and they said they could track who used it but they could not tell me.

Desired Settlement: I would like another $25 gift card or just the refund.

Business Response: Initial Business Response /* (1000, 5, 2014/05/08) */ A full refund was issued for the gift card on April 29th. We sincerely apologize for the inconvenience that it has caused for this customer. We appreciate the customer bringing this matter to our attention, and if there are any further concerns, please feel free to write us. Initial Consumer Rebuttal /* (2000, 7, 2014/05/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) got the refund

5/16/2014 Problems with Product/Service
5/15/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Ordered two gift cards from this company. One card worked and the larger amount gift card did not. I want a refund. Have bought 2 gift cards from this company on 4/11/14. One card for $90.90 worked properly as intended at Bed Bath & Beyond and the other gift card for a much larger amount ($206.37) DID NOT. When I went to the retail store they called multiple internal service departments trying to find out why the card was not working. They discovered it was a fraudulent merchandise no receipt return that was issued store credit. This is very frustrating and this CardPool company should have known this prior to selling it to me. This is preventing me from buying the products I need for my new home. Order #XXXXXXX Gift card XXXXXXXXXXXXXXXX for $206.37 does not work I emailed this CardPool, but received no response after 48 hrs. The company will not give out phone number so calling is not an option. The company sends out generic emails stating that they are overwhelmed and will get back in 24 hrs, however they don't.

Desired Settlement: I want a refund for the non-working gift card for $189.86 Immediately.

Business Response: Initial Business Response /* (1000, 5, 2014/04/25) */ Our support team reached this customer's inquiry and issued him a full refund on April 17th. It will be reflected in his credit card statement within a few business days of that time. If there are any further concerns, please feel free to write us.

5/15/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Cardpool has no customer service line to resolve issues, charges without providing the service and doesn't return emails (claimed 24-hour emailreturn) Cardpool claims to send out gift card code within 24 hours without mentioning the verification process on the website. NO ONE PICKED UP CALLS on this verification hotline they left on my voice mail. There are no customer service phone number listed. I wrote emails to them and asked for follow up. It claims 24-hour turn around. It has been 4 days. NOTHING. I already sent an email to cancel my order 4 days ago. Today I realized that CARDPOOL charged my credit card without sending the gift card number or complete the verification process. This company is a total scam!

Desired Settlement: I just want them to refund my order $888.23. I don't need their money for settlement. Just want their business to be shut down and stop scamming others' money.

Business Response: Initial Business Response /* (1000, 5, 2014/04/25) */ Our records show that this order required a one-time verification process. We conduct these verifications to protect our customers from credit card and identity theft, which are matters we take very seriously. Our over-the-phone verifications are an important part of protecting our customers' information, and due to the nature of the calls, they cannot always be disclosed in advance. Typically, these calls do not cause any additional delay in the fulfillment process. Credit cards are charged at the time the order is placed, which is our company policy. We attempted to reach the customer on April 10th and at a new phone number on April 12th. We were not able to complete the verification, and the order was cancelled per the customer's request on April 16th. A full refund was issued at that time and should be reflected in the customer's credit card statement very shortly, if it hasn't already.

5/15/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I sent a gift card in to cardpool 2 weeks ago and have still not received my check. Emails sent are undeliverable and calls are not returned. I sent a gift card in to cardpool.com approximately 2 weeks ago and have still not received my check. I received a phone call from cardpool asking me to call them for verification (of what I am not sure) but the phone is never answered no matter what time I call and emails sent are returned as undeliverable. My transaction number is XXXXXXX.

Desired Settlement: I just want payment for my gift card or the return of my gift card.

Business Response: Initial Business Response /* (1000, 5, 2014/04/25) */ We apologize for the inconvenience this customer experienced using our service. We needed to conduct a brief verification process for this transaction, but unfortunately we were not complete the verification. The customer's gift card was mailed back to him on April 24th. It should arrive within 3-7 business days via USPS First Class mail.

5/12/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a gift card with cardpool.com and never received it. I purchased a gift card and was supposed to receive it via email in 24hrs. A whole week later, I still haven't received it. Have sent emails. They respond with an automatic email. Have called the number in their email, and their is never anyone to take my call. Have left voice messages, and no one has returned my call. I have requested a refund, and I still haven't received it.

Desired Settlement: I want a refund and I don't intend on doing business with them again.

Business Response: Initial Business Response /* (1000, 5, 2014/04/23) */ We attempted to contact this customer for a one-time verification process, which we undertake to protect our customers from credit card and identity theft. Verification attempts were made on April 14th via email, April 15th by phone, and April 18th by phone. Unfortunately, we were not able to complete this verification. On November 21st, the customer notified us that they would prefer to cancel the order. A full refund was processed that day and will be reflected in the customer's credit card statement within a few business days, depending on the processing time of their bank or credit card issuer. If there are any further concerns, please feel free to write us.

5/12/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Cardpool failed to receive my gift card I had sent 4/10/14. Which I do not believe. Cardpool as featured on ABC Good Morning America failed to receive my gift card I had sent 4/10/14. I had followed the instructions, as I put my gift card in an envelope with a transaction number written on a piece of paper with my name. I had stamped it and sent it off in the mail. The date is now 4/21/14 and I am filing this complaint. I am filing the complaint for many reasons, which are; Failure of product service, Failure to respond back to support e-mail and failure to maintain a good customer service agency as their landline help center stopped, and inquiries are now only done by e-mails. The company has failed to send me any warnings or issued me an e-mail about shipping problems, except in January which is months before I sent the card. Cardpool does get slammed in many online scam reports and complaint forums, and has many complaints on the BBB Complaint System. I am definitely not happy in the slightest and that was a $25 Barnes & Noble gift card down the drain.

Desired Settlement: I will accept the following settlements: A. $22 Amazon Gift Card like I was told I would get switched for my B&N gift card. B. Refund of $25 or a $25 gift card of my choosing.

Business Response: Initial Business Response /* (1000, 5, 2014/04/23) */ This customer's gift card has not been received by Cardpool, and we do not pay for gift cards until we receive them. Regarding this issue, our Terms of Service explicitly state: "You agree that Cardpool is not liable for lost, damaged, or stolen mail, and that is it your responsibility to ensure your gift cards arrive safely at Cardpool's processing centers." The customer has formally accepted responsibility for delivering the gift card to us. Accordingly, an accusation that Cardpool has "failed to receive" it is not an accurate representation of the exchange process. Additionally, an accusation that Cardpool has "failed to send the customer any warnings" or "an e-mail about shipping problems" is also not appropriate. The customer is responsible for shipping the gift card to us. He may follow up with the Postal Service directly with any questions or concerns about his shipment. We provide complimentary shipping labels for our customer's convenience, but we do not require customers to use them, and we always encourage customers who are concerned about their shipments to use their own trackable postage, such as Certified or Priority mail, for their own peace of mind. As Cardpool has not received the customer's gift card and it has not been entered into our inventory, it continues to hold a full balance. We have provided the customer with the gift card number and pin that he originally entered into our system, so that he may use this information to redeem the balance on the merchant's website. We consider this a fulfillment of his desired resolution. If the gift card is received at a later time, the card will be returned to him. If there are any further concerns, please feel free to write us.

5/12/2014 Problems with Product/Service | Read Complaint Details
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Complaint: i purchared my item over 24 hours ago , they took money out of my account i ha sent them serveral emails and i havent goten response back give me my $ i purchared my item over 24 hours ago , they took money out of my account i ha sent them serveral emails and i havent goten response back give me my items or money back its simple !!! my order number is XXXXXXX its ashame i even have to go thur this !

Desired Settlement: just give me my **** walmart egift card , my order number is XXXXXXX

Business Response: Initial Business Response /* (1000, 5, 2014/05/08) */ This order was placed on April 28th at 2:45 PM (PST) and delivered on April 29th at 2:25 PM (PST), which is within our 24-hour timeframe. The customer's support requests were also handled promptly. We consider the matter closed. Initial Consumer Rebuttal /* (2000, 7, 2014/05/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) This gift card had no balance when I hecked it

5/12/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I initiated a transaction to get my Best Buy electronic gift card traded for an Amazon.com electronic gift card on March 23rd. I have heard nothing. I initiated a transaction to get my Best Buy electronic gift card traded for an Amazon.com electronic gift card on March 23rd. I haven't heard one word from them. They wrote me to tell me (same day, on the 23rd) that the Best Buy card may have been entered wrong, I wrote them immediately with the corrected information (if it even needed to be corrected) and haven't heard one word from them. They have no phone number and they don't have anyone answering customers on twitter. Basically, I've been emailing them daily to try to get some clarification on where I am in the process of getting my Amazon.com card since they stated that it would be sent to my email within 24 hours. It's now been 4-5 days and I haven't heard one word from anyone.

Desired Settlement: I want to get my Amazon.com electronic gift card code sent to my email ASAP.

Business Response: Initial Business Response /* (1000, 5, 2014/04/11) */ We appreciate the customer notifying us of their concern. Our support team has recently experienced a higher than normal volume of requests, so there was a considerable delay in our retrieving the corrected gift card information. The initial typo in the card number was corrected on April 1st and the Amazon gift card was delivered on April 2nd. We sincerely apologize again for the delay in our response. If there are any further concerns, please feel free to write us. Initial Consumer Rebuttal /* (3000, 7, 2014/04/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't think customers (there are many complaints everywhere online) should have to wonder about where their money has gone when purchasing something. The site has false advertising and also doesn't have a landline for customers to call in. This company also doesn't have anyone on their social media sites answering questions. This leaves customers frantic and upset and really just makes more for the the company (as well as customers) trying to figure out problems and filling orders. Not any way to run a business. Final Business Response /* (4000, 9, 2014/04/24) */ The details of this complaint indicate that the desired resolution was a delivery of the Amazon.com gift card code, which was completed on April 2nd. We have previously offered our sincere apologies for the delay in our response to the customer's inquiries. Our support department is working hard to achieve more timely responses as soon as possible. We would also like to reiterate that the initial delay with this transaction occurred because the gift card information that was submitted to us was not accurate, which caused the transaction to need some additional review. For gift cards that are submitted to us accurately, processing time is still typically within 1 business day if not considerably faster. Since the desired resolution for this complaint has already been fulfilled, we have no further information to provide at this time.

5/12/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I mailed in 2 walmart cards (1) for 150.00 and the other for 400.00 and was sent an emailing stating that i would recieve a check for 467.50. i set up an account with card pool on march 9 2014. I have all the emails and account info readily available for you to review. I was sent back an offer of 467.50 and to finalize the process i was sent an shipping label free to send my wal-mart cards to there address. I was sent 9 days later and email stating that my cards had been processed and I would recieve an check for the amount of 467.50 in 3-7 days but the mail distrubutor could take up to 2 weeks and if I had not receieved a check by 3 weeks to contack them through a support portal email, which i just get a ganaric responce back everytime stating that they will contact me with in 24 hrs. I know they recieved my cards and I have proof that they processed it but they have not sent me my money and I would like to get my 550.00 walmart cards back from them....Please let me know what i need to do as I fill that i have been scammed out of alot of money......

Desired Settlement: I want them to return my wal-mart cards to me 1- 150.00 wal-mart safety gift card 1-400.00 wal-mart safety gift card Thanks ****** *****

Business Response: Initial Business Response /* (1000, 8, 2014/04/22) */ We are not able to cancel the customer's transaction at this point, but since the original check was not delivered by the USPS, we have stopped payment and issued a new check. The new check was sent on April 16th. We sincerely apologize for the considerable delay in resolving this transaction, and we encourage the customer to stay in touch with our support team if he has any questions while the payment is en route. Thank you again for bringing the matter to our attention. Initial Consumer Rebuttal /* (3000, 10, 2014/04/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't except...I sent my cards to there address and my records show that my cards arrived in four days it's been over a month and my check has not arrived...they canceled the check and issued a new one and it has been eight days today and there is no check. They can cancel my transaction because they have canceled the first check to issue the second. I want them to send my walmart cards back cancel the check and our dealing with each other will be done Final Business Response /* (4000, 12, 2014/04/25) */ As we have previously stated, the transaction cannot be cancelled at this time. As an online exchange business, it is not feasible or realistic to withhold the re-sale of every gift card until every gift card seller has expressly notified us that they have received their check. Accordingly, the customer's gift cards are not available for return. However, we are glad to continue working with the customer to resolve the matter as soon as possible. If the Postal Service continues to encounter problems delivery the new payment, and it does not arrive by April 30th (10 business days from shipping), we will proceed with an alternate solution. We can generate a 3rd payment and have it mailed directly to our Processing Center. Our team will forward it to the customer via USPS Priority Mail and provide the customer with the tracking information so he can follow its delivery. Neither payments have been returned to us as "undeliverable" at this point, but upon receiving such a return, we can also have those items forwarded to the customer for his review. We ask that the customer please notify us at *******@cardpool.com if payment is still not received by April 30th.

5/2/2014 Problems with Product/Service
5/1/2014 Guarantee/Warranty Issues
5/1/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I did not receive the advertised discount and I've received no responses to my repeated emails. I received an email from Cardpool.com indicating that Walmart cards were being sold at a 4.5% discount. I purchased three with this order #: XXXXXXX. It doesn't look like I received 4.5% off. I sent 3 different emails to *******@cardpool.com and have received no response. There is no phone number on their site and no contact information other than the email address that does not seem to get a response. Here is a copy of the email offer I received from Cardpool.com: Hi ****, We noticed you are interested in Walmart Gift Cards, so we wanted to let you know that we're having a sale! For the next 24 hours, you can get Walmart Gift Cards for 4.5% off! To grab them before we run out, click here. Thanks and have a great day! The Cardpool Team http://www.cardpool.com P.S. You can refer a friend and earn money at Cardpool! This email was sent March 26, 2014. You can unsubscribe anytime. Cardpool, Inc. ** *** ****************, CA XXXXX.

Desired Settlement: I would like to reimbursed for the additional 1.5% I should have received from my purchase which equals $4.50. I would also like some kind of apology for their poor service and POOR communication along with a promise to treat customers right in the future.

Business Response: Initial Business Response /* (1000, 5, 2014/04/11) */ The order this customer has referenced (#XXXXXXX) was placed on March 23rd. Cardpool operated a 24-hour sale for Walmart gift cards from March 21st to the 22nd. The sale rate reverted back to the regular price at midnight of March 22nd. The order was placed mid-morning on the 23rd and did not qualify for the sale rate. However, to resolve this issue for the customer and to clear up any miscommunication, our support group has offered a $30 Cardpool gift card for a future purchase with us, which represents the difference in prices plus an additional $25 for the difficulty. This code was delivered to the customer by email on April 4th. If there are any further questions or concerns, please feel free to write us.

4/30/2014 Problems with Product/Service | Read Complaint Details
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Complaint: They purchased a $100.00 fandango gift card from me for &75.00. Never received payment. They said they mailed on February 21 a check to me for$75.00 for the purchase of a $100.00 fandango gift card. I never received it. I am 94 years old and could use the money.Please help me as they are giving me the run around.

Desired Settlement: I wish to receive the $75.00 they agreed to pay for the fandango gift card the purchaced from me

Business Response: Initial Business Response /* (1000, 5, 2014/04/11) */ The customer notified us that his payment had not been received after 3 weeks, and a new check was issued to the customer's confirmed address on March 28th. The checks are mailed directly from our payment center with Wells Fargo and ship via USPS First Class mail. Typically, delivery requires 3-7 business days, though it can sometimes take longer if USPS encounters any delays or misrouting. If USPS experiences difficulty delivering the 2nd payment to the customer's address, and delivery of this payment is also not completed after 3 weeks, we will arrange an alternate solution so that it can be delivered via a trackable method. We sincerely apologize for the delay and inconvenience, and if there are any questions or concerns in the meantime, please feel free to write us.

4/30/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I bought a Macys gift card which is their service and they took the money out but the card was empty when I tried to use it. The Macys card was supposed to have 304.49 on it able for me to spend I spent 274.04 dollars when I bought it. The money was taken out of my account but when the card arrived and I tried to use it at my local macys they said that it was empty and I got scammed when I showed them my receipt because it had been empty for a long time. The order was placed on February 23, 2014 and the order number is XXXXXXX. We have tried to contact cardpool multiple times and we have recieved absolutely no help or refund not even a courtesy email saying they will try their best to solve the situation.

Desired Settlement: We want a full refund of the card that we purchased that failed to work because you took our money and we recieved no working merchandise or service and it is a lot of money so we want it and need it to be done immediately. This is unprofessional that we have recieved no response and if even this bare minimum that you can do for our inconvenience is not met nwe will be forced to press charges.

Business Response: Initial Business Response /* (1000, 5, 2014/04/11) */ A full refund was processed for this order on April 7th. We have also delivered to the customer an additional $30 Cardpool gift card as a token of our sincere apology on this matter. If there are any further questions or concerns, please feel free to write us.

4/30/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Kmart Gift Card not delivered even after 5 days, when it was promised to be delivered within 24 hours On 28.March.2014, I placed an order for KMart gift card. Order no. # *******. The card was suppose to be delivered in 24 hours. There was an online verification, which I immediately completed. After that there was no communication from cardpool. I wrote to their support, but did not receive any reply for 2 days. It was on 30.March, I received a call for offline verification. I am not sure why was the need for online verification, if cardpool has to do a offline verification? Anyways, offline verification was completed & I was told that the egift card would reach me by EOD 30.March I received an email informing about the card delivery. I was asked to click on this link, "Redeem Now". When I clicked on it, it opened an error page saying, "404. Page not found" I immediately wrote back to them informing about it & asked them to immediately rectify this. That began another wait. Cardpool always say that we will reply within 24 hours. But reality is that they never do. And the excuse is they are facing post holiday rush. I got a reply on 01.April from them saying that the page would be an error page, but the card details would be there at a particular place (top) on the page. This is insane. If the card details are to be displayed, why an 404 error? Neverthe less, this time I could find the details & immediately I tried checking the card balance on kmart.com Provided the card no. & pin, just to get the message from kmart saying, "Please enter a valid Gift Card and PIN number." First of all it took 5 days for cardpool to sent an egift card instead of 24 hours as promised. On top of that they sent me an invalid gift card !! I am really now sure how they are having such a rush, if they are running their business in this fashion. Also there is no customer service telephone no., where one can reach & get such issues sorted out immediately. I am not aware of any retail company, which does not have dedicated customer service telephone no. I have experience of ordering gift cards from raise.com twice. Both times, within 10 min I had the card details in my email. Their verification department is very pro-active & customer-centric. I feel disappointed & cheated, by ordering gift card from cardpool. I just want that cardpool immediately sends me a valid gift card or refunds back my money.

Desired Settlement: Either send me a valid gift card immediately or refund back my money.

Business Response: Initial Business Response /* (1000, 5, 2014/04/12) */ We appreciate the customer bringing this matter to our attention, and we look forward to resolving the issue as soon as possible. This order was placed on the afternoon of March 28th and required an identity verification, which is a process we undertake to ensure our customers' financial protection. This process required an over-the-phone verification which unfortunately caused a delay in the order's completion. The order was verified and shipped on March 30th. We again apologize for this delay and any inconvenience that it caused. The gift card delivery email included a "Redeem Now" link, which leads to the merchant's website, and at the top of the frame displays the customer's gift card number and pin. The card number and pin displayed correctly for this customer's order, though there was an error in reaching the Kmart website in the lower half of the screen. The gift card information delivered in this email appears to be correct and valid, as we have confirmed that a portion of the balance has been successfully redeemed since the order was shipped. If the customer is still encountering problems redeeming the gift card, we ask that he please reply to our support team's most recent request, for which we have not received a reply. We will be glad to keep looking into this matter for the customer, and we greatly appreciate the customer's assistance in reaching a resolution.

4/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a gift card with a $178.45 balance. When I went to use the gift card it was found that there was really only a $116.03 balance. I purchased a $178.45 Starbucks card from cardpool.com on 17MAR14 for 20% discount, totaling $142.76. When I attempted to make my first purchase at Starbucks since the purchase, there was only a $116.03 balance on the card, not the $178.45 I paid for. There is no phone number listed anywhere for the company. They do not respond to emails. I have tried calling a phone number previously listed and it states to just contact them via email. When I research this company slightly more, it seems there have been several issues from multiple customers similar to mine. This business needs to be investigated. My order number was XXXXXXX. I paid with my MasterCard and have since disputed with my bank.

Desired Settlement: I am seeking the company to make good on their guarantees that the gift cards will have the balance that we purchased. They will need to either send me a check for the difference, or purchase the gift card back from me.

Business Response: Initial Business Response /* (1000, 5, 2014/04/12) */ A refund for the Starbucks gift card in this order was processed on April 4th, in the amount of $49.93. This refund reflects the missing value of $62.42 sold at a discount of 20%. Our support team also issued the customer a $10 Cardpool gift card as a token of our sincere apology for this problem. Our support team works to respond to all requests within a 24-hour timeframe but unfortunately they have experienced a higher than normal volume of requests recently. We are working to get back to a 24-hour timeframe as soon as possible and we again apologize for the inconvenience caused in the meantime.

4/30/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Sent $75 Barnes & Noble gift cards in for Amazon.com Gift cards. I did not received "code" to redeem the Amazon.com gift. 3/23/14 Trans #XXXXXXX went online and received instructions to send $75 B&N gift cards in. 3/28/14 got email from Cardpool.com acknowliedging receipt with instructions to redeem the Amazon.com gift cards but no "code" to redeem was in the email. send emails 3/28, 3/31, 4/2 to try to get code and get autoresponse telling they will contact within 48 hours-have received no other contact from them.

Desired Settlement: Code to redeem $66.16 in Amazon.com Gift Cards as agreed on original transaction.

Business Response: Initial Business Response /* (1000, 5, 2014/04/12) */ The Amazon payment for this transaction was delivered by email on March 28th, within the 24-hour turnaround suggested on our website. The email delivery contains a link that reads "To redeem your gift card, click here." This link directs to the Amazon.com website with the customer's gift card code highlighted in yellow at the top of the page, where it reads, "Redeem your Amazon.com gift card with this code: XXXX-XXXXXX-XXXX." We received the customer's support inquiry regarding this matter but unfortunately our response was delayed to a higher-than-normal volume of requests. The gift card information was redelivered to the customer on April 7th. Accordingly, the customer's desired resolution has been fulfilled. We sincerely apologize for the inconvenience with this delay from our support team, and we are working to correct this issue as soon as possible. If there are any further questions or concerns, please feel free to write us.

4/30/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered an electronic gift card, was verified, but did not receive the card within 24 hours. I ordered an electronic gift card for American Eagle Outfitters (Order #XXXXXXX) worth $25 for $21.25 and received an email saying I would receive the gift card within 24 hours. I was verified by the system (when I try to click on the verification link it says I've already done so), but it has been a few days and I still have not received the card. On the other hand, the cost of the card has already been deducted from my bank account and I am very frustrated by the lack of response from the emails I've sent the support team.

Desired Settlement: Please cancel my order and refund me for the money charged

Business Response: Initial Business Response /* (1000, 5, 2014/04/25) */ We are not able to cancel the order at this point, since the gift card involved has been successfully delivered and redeemed. Our records also show that the customer went through our verification process over the phone on April 16th and made no request at that time to cancel the order. The order was delivered within 1 hour of that verification being completed. We have issued a $5 Cardpool gift card as a token of our apology for the delay with this order. If there are any further questions or concerns, please feel free to write us. Initial Consumer Rebuttal /* (2000, 7, 2014/04/30) */

4/30/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I sent cardpool a golf galaxy gift card worth $400 and was suit quote $280 I placed the order 4/1. I've tried to contact them multiple times to get an idea of when I will receive my check. I sent the gift card out first class to Processing Center ** *** **** *********** ** XXXXX They told me my check would be sent out within 24 hours of receiving my gift card. I put it in the mail on 4/2. I've tried contacting them to see if they have received it and sent out my check. I read reviews of this company online that are saying it's a scam. If that's true I just want to get my gift card back. Here is the email they sent me. Hi **** , Thanks for using Cardpool! You earned $280.00 on your unwanted gift cards. Your transaction number is #XXXXXXX. We'll send you a check within 24 hours of verifying your gift cards and email you to let you know when we do. To complete the process, please mail your gift cards to: Processing Center ** *** **** *********** ** XXXXX For your convenience, we've created a prepaid shipping label and packing slip for you: Print Free Shipping Label and Packing Slip If you don't have a printer, you can also mail your gift cards using your preferred shipping method. We recommend using USPS First Class, USPS Priority, or USPS Certified Mail. Please include either the packing slip or a note with your name, phone number, and transaction number (#XXXXXXX), along with the following gift cards: 1. Golf Galaxy Gift Card ($400.00). After receiving your gift cards, we'll mail a check to: **** ******* **** ***************** *** *** *********** ** XXXXX If you have any questions, please do not hesitate to contact us at *******@cardpool.com. Thanks and have a great day! The Cardpool Team http://www.cardpool.com P.S. You can refer a friend and earn money at Cardpool!

Desired Settlement: I would like to receive the $280 check within 24 hours as I was promised by the company

Business Response: Initial Business Response /* (1000, 5, 2014/04/12) */ The customer's gift card was received on April 10th and processed on April 11th. The payment has been mailed via USPS First Class from our payment center in ************** and should arrive in 3-7 business days. The gift card was received at our processing center in 6 business days. The check was mailed within 24 hours of receiving the gift card, in accordance with the email that the customer has referenced. We would also like to clarify that the Cardpool website does not suggest that the check will be delivered in 24 hours, as this complaint indicates. The email confirmation notes that we will send the check within that timeframe; however, we do not overnight checks. They require the standard timeframe for delivery through the mail. Cardpool has processed the customer's gift card per our written policies and according to the timeframe provided on our website. We apologize for any delay the customer experienced reaching our customer support team, and we are working hard to attend to all of our customers' questions in as timely a manner as possible. If there are any further concerns, please feel free to write us.

4/30/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Bought a gift card and delivery was suppose to happen within 24 hours still haven't received it yet. I bought the following on 4/5/14 with the order number of XXXXXXX: 1. $15.78 Macy's Electronic Gift Card, sold at a 10% discount for $14.20. 2. $19.42 Macy's Electronic Gift Card, sold at a 10% discount for $17.47. 3. $125.00 Macy's Electronic Gift Card, sold at a 10% discount for $112.50. 4. $130.31 Macy's Electronic Gift Card, sold at a 10% discount for $117.27. I was told to verify myself which i tired to do but there website failed to do so. They told me I will receive a call but I never did and they still went ahead and charged my card without their "verifying". I am completely frustrated with their service. i have tried to contact them various time but no response. I would like my money back now.

Desired Settlement: A complete and full refund.

Business Response: Initial Business Response /* (1000, 5, 2014/04/12) */ This order was placed on April 5th and was unfortunately delayed due to a backlog in our verification department. We require a one-time verification process for accounts, to protect our customers against credit card and identity theft. This process does not typically create any additional delay in the delivery of electronic gift cards, and we sincerely apologize for the problem in this case. The verification was completed on April 8th and the gift cards were delivered later that day. We are not able to issue a refund for the order, per the customer's request, since the gift cards in this order have been successfully redeemed. However, we have issued the customer a $20 Cardpool gift card as a token of our apology for the inconvenience. We greatly appreciate the issue being brought to our attention. If there are any further concerns, please feel free to write us.

4/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchase $560 gift card from www.cardpool.com they charge my credit card but not sending me the order and not answering my email,no phone call. I purchase $560 gift card from www.cardpool.com they charge my credit card but not sending me the order and not answering my email,no customer service number to call. just automated email reply. I am asking if they don't want to send they should inform me and or refund my money back.

Desired Settlement: I purchase $560 gift card from www.cardpool.com they charge my credit card but not sending me the order and not answering my email,no customer service number to call. just automated email reply. I am asking if they don't want to send they should inform me and or refund my money back.

Business Response: Initial Business Response /* (1000, 5, 2014/04/12) */ The gift cards in this order were shipped on March 30th by USPS Certified mail and delivered to the customer on April 7th, via signature confirmation. We sincerely apologize for the delay in shipping time, and if there are any further concerns at all, please feel free to write us. Initial Consumer Rebuttal /* (2000, 7, 2014/04/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) yes I accept this response and close this case. card was received but with delay. it was good if this company had a customer service number. or live chat. thanks

4/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchases 3 gifts card from them. The first one had numbers that are invalid and I never received the last 2 cards. I called them they referred me to a website. Send multiple emails get computer generated emails. Telling me they will get back to me in 24 hours never have.

Desired Settlement: I want a complete refund of the money I paid them.

Business Response: Initial Business Response /* (1000, 5, 2014/03/20) */ Our records indicate that orders #XXXXXXX and #XXXXXXX were both delivered within our stated 24-hour timeframe and included gift card codes that were valid for their full balances. If this is not the case, we kindly request that the customer provide us with the last four digits of the gift card he experienced problems with, and what specific issue occurred during his redemption at Lowe's. We will be glad to look into the matter further. Initial Consumer Rebuttal /* (3000, 7, 2014/03/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) These gift cards were never delivered to me for that reason I cannot provide any card number information. Sincerely, ****** M. ****** Final Business Response /* (4000, 19, 2014/04/11) */ Lowe's is continuing to report that the gift card value for all three codes was successfully redeemed on the same day the codes were originally transmitted to the customer. We would be more than glad to provide documentation of the time-stamped deliveries of those codes to the customer's email account, if that is necessary. However, in the interest of helping to resolve the matter promptly and to avoid prolonging this issue, we have processed a full refund for these orders as a one-time exception to our policy. The refunds will be reflected in the customer's statement within a few business days. We consider the matter now closed. Final Consumer Response /* (3000, 12, 2014/04/03) */ These e-cards have a Zero balance. That is not what I paid for. I want a complete refund Sincerely ****** M ******

4/25/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Mailed in 1750.00 worth of ********'s Secret giftcards to be sold. Cardpool claimed there was no balance on cards, but there was. On march 28th 2014 I went online to cardpool.com and submitted a sell of gift cards from ******** Secret in the amount of 1750.00. Card pool offered me 1312.50 once they verified the amounts on my gift cards. My transaction number is XXXXXXX. So I mailed the gift cards in on March 28th. Then on April 3rd I received an email saying that they could not verify the amount on my gift cards and were mailing them back. So I have my sales receipt for purchasing the gift cards. I called ********'s Secret and they verified that there was a zero balance on all the gift cards. I asked what day the transaction(s) had occurred and they said April 2nd, 2014 all the gift cards had been used. Cardpool had my gift cards on that day. Which means they used or sold or removed the balance themselves. I have emailed them twice, asking for specific information and what I am supposed to do. They have not gotten back to me and it has been more than 24 hours. I received an automatic response telling me that I would hear back within 24 hours...Please help!

Desired Settlement: I would like to receive my $1312.50 check/cash for my sale of gift cards, or I would like to receive 1750.00 worth of Victoria's Secret gift cards.

Business Response: Initial Business Response /* (1000, 5, 2014/04/09) */ Cardpool did not enter these gift cards into inventory, sell the gift cards, or otherwise adjust their balances. We have confirmed with Victoria's Secret that their corporate office removed the balances from these cards on April 2nd. The merchant suggested that they could not verify how the gift cards were originally obtained, so the balances have been temporarily adjusted to zero. Victoria's Secret further indicated that the customer may take her gift cards to the store where she originally bought them, provide the merchant with her receipts, and the cards can be reactivated at that time. However, due to the unstable balances of the gift cards, our risk assessment team has determined that we will not be able to accept any further gift cards of this type for this customer's account. We recommend the customer sell these gift cards with a different exchange. The gift cards were delivered back to the customer via Priority mail with signature confirmation on April 5th.

4/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have 9 orders that equal $2,800 worth of e gift cards that they refuse to send to me. They wont return phone calls or emails. I placed 9 orders for e gift cards between April 1st 2014 and April 2nd 2014. They never sent them and will not return phone calls or respond to emails about it. I have left numerous messages about this matter and no response. I emailed them numerous times and they finally responded saying they sent them. I asked them to resend but they have yet to do so. I emailed them again no response. So i emailed them from another email account and they responded right away. So i gave them the orders in question and they stopped responding. My next course of action is to file suit if this can not be resolved,

Desired Settlement: I simply want the gift cards that I ordered. They are electronic so there zero reason why they cant send them again. It not like you can use them over and over. All cards have specific balances and once used up they are zero value.

Business Response: Initial Business Response /* (1000, 5, 2014/04/09) */ This customer's account has been closed by our risk department, so were not able to accept these orders. Full refunds were issued promptly and will be reflected in the customer's statement within a few business days. If there are any further concerns, please feel free to write us.

4/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: they stole a 75$ card from me and refuse to send me the check for money owed to me for 51$. judging by reviews online this isn't an isolated incident. I found cardpool on google. I submitted a 75.00$ bass pro shops gift card as a seller. they sent me an email on the 10th letting me know that they had accepted the sale and had mailed a check to me for 51.00 that should arrive within 3-7 days. on the 18th I sent them an email asking for an update . they responded with an automated message explaining they are on back order from the holidays. (witch was months ago we are not in the holiday season) I then waited more. on the 24th I received another automated email explaining they had not been able to send me a check because of postal system delivery failure. after checking with the info I had originally submitted to confirm I had enterd my address correctly I can safely now say I have been duped. they have taken the balance of the gift card. they also have my credit card info and say I cannot try to sell the card to anyone else or they will charge my card. so they wont send me a check to pay me and they wont give me my money back on the card. this business is clearly a scam. I just went online to write a review and found all sorts of reviewers sharing similar experiances to mine. I just want my money back.

Desired Settlement: I would like a check for the full amount of the cards value because they have not fulfilled there end of the sellers agreement. I believe that I sold them a card understanding I would be mailed a check in a reasonable amount of time. I have also exhauseted a lot of time trying to figure this out.

Business Response: Initial Business Response /* (1000, 5, 2014/04/08) */ The customer's check was processed on March 10th. The United States Postal Service returned the customer's check to us on March 23rd as undeliverable. We reached out to the customer at that time to confirm his current address. The check was reshipped on March 27th via USPS Priority Mail. Delivery of the new shipment was attempted on March 31st and the check was confirmed delivered to the customer on April 2nd. The customer's transaction was processed in less than one hour and mailed the following day, well within the timeframe we suggest on our website. The USPS was not able to deliver the check as addressed, and when it was returned to us, we contacted the customer right away to arrange a new shipment. We upgraded the new shipment free of charge. We have furthermore provided the customer with the physical envelope that indicates the original postmark of its mailing and its subsequent status as undeliverable, in case the customer wishes to follow up with the Postal Service directly. We have previously fulfilled the customer's desired resolution and have no further information to provide at this time.

4/21/2014 Problems with Product/Service | Read Complaint Details
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Complaint: They lied about the service they offered,theres no cust serv# only email that provides comp gen excus. Imposible to contact Im ****** ******. Im 30, live in Northern California and My Cardpool Order Confirmation # is XXXXXXX. The Following paragraph is directly from your website: "When you purchase an electronic gift card, we'll email you the gift card number and pin so you can use it online. These electronic gift cards will be emailed to you within 24 hours." that never occured. "In order to provide a better support experience for our customers, we've recently moved our support center to the web and don't currently have a customer service phone number. Please email us and we will get back to you within 24 hours!" I did so and less then a minute later i recieved this email, "Thanks for getting in touch with us! We have received your email and try to answer all support requests within 24 hours but please note we are experiencing a large back log due to the post-holiday volume. Please know that your email is very important to us and we will get back to you as soon as possible! We answer in the order they were sent to us so sending us multiple emails regarding same issue will only delay a response. We apologize for the inconvenience." I have some questions now. 1. Do you think its ethically sound as a business to intentionally mislead customers into a binding agreement when you know the terms and conditions have changed? If your really "backed up" why are you still advertising services you know ahead of time you cant offer? Thats extremely dishonest. The general Manner in which your business chooses to operate, present itself to and conduct business with the public is fundamentally unacceptable.!

Desired Settlement: Im now having invest my own personal time getting my own money back from them and you can call them and when you email them all you get is a comp generated excuse about how their now really busy after they already got u so your gonna just have to be patient. They dont tell ya ahead of time because youd just go somewere else. Now im stuck and really mad.

Business Response: Initial Business Response /* (1000, 5, 2014/04/03) */ The customer placed an order for an electronic gift card on March 18th. Shortly after this order was placed, an email was sent to the customer requesting that he complete a brief identity verification process, which we conduct to protect our customers from identity theft and credit card fraud. We take our customers' security extremely seriously, and this verification is an important part of that process. It typically requires 1-2 minutes to complete. We did not receive a response to that email after 24 hours, so a verification specialist reached out to the customer by phone on March 19th and March 20th. The customer requested to cancel his order on March 21st. A full refund was processed within the hour. We are sorry about the problems and delays the customer experienced with this order. Our support has recently experienced a higher than usual volume of requests, and we are working through the backlog so that we can handle all inquiries in as timely a manner as possible. The customer has not stated a desired resolution for his order, but if there are any further concerns, please feel free to write us.

4/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sold a $50 crate and barrel gift card through electronically on 3/15. On 3/16 I receive an email that says my cards have $0 balance on it. On 3/15 I sold a $50 crate and barrel gift card electronically to cardpool and was supposed to receive $41.48 back in amazon credit. On 3/16 i receive this email Dear *****, We've received your gift code, but the merchant reported a different card value than what you'd entered. The Crate & Barrel gift code has a value of $0.00, not $50. Could there have been a mistake in entering the values? Because we do not accept gift codes with a balance less than $25, we are returning ownership of this gift code to you. If you have further questions, please direct all inquiries to *******@cardpool.com. When I sold the card on 3/15 there was $50 balance on it. I did not use the card as instructed since it becomes cardpool property after it is sold. Over the years I have purchased over $16,000 worth of gift cards from cardpool and it is sad that they have to steal a loyal customer.

Desired Settlement: I would like to receive my payment of $41.48

Business Response: Initial Business Response /* (1000, 5, 2014/04/02) */ Our processing center received this transaction and determined that the gift card did not have any value. We returned ownership of the gift card to the customer at that time. We recommend that she contact Crate & Barrel directly and inquire about the transaction history of her gift card if she has any additional concerns. The merchant will have the most accurate and up-to-date information regarding its usage. If there are any further questions, please feel free to write us.

4/18/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I sold Cardpool.com a $25 Starbucks gift card on 1/23/14. I have contacted them 5 times now & still have no payment from them. This is 7.5 weeks later Please see below for a timeline of events thus far. They owe me a check for $17.50 immediately. 1/23/14 - I sold Cardpool.com a $25 Starbucks gift card for $17.50 / they emailed me that day stating the check was mailed 2/9/14 - I emailed them asking for a status of the check, as I had not received it yet 2/12/14 - after not receiving a response, I emailed them again 2/14/14 - They responded back stating it's in the mail, check back 3 weeks after original mail date of 1/23. / I responded immediately stating 2/13 (the day before this day) was 3 weeks from original mail date, and where is my check! 2/19/14 - They responded back asking for my shipping address so they could remail the check. / I respond immediately providing my address again. 2/24/14 - They emailed me thanks for confirming my address. / I immediately respond stating I had moved to a new home in the interim, and the check must be sent to my new address. I provided them with said new address. 3/17/14 - Today I have gotten no response back and no check has come in the mail. I am DONE fooling with this scam!! This is 7.5 weeks later!!!!!!

Desired Settlement: I want a check for $25 to fully replace the gift card they stole from me!!!!

Business Response: Initial Business Response /* (1000, 5, 2014/04/02) */ The customer provided us a new address for her check and it was reissued on March 21st. We sincerely apologize for the delay and inconvenience, and if there is any difficulty receiving the second payment, we encourage the customer to contact us directly and we will be glad to resolve the matter.

4/18/2014 Problems with Product/Service
4/18/2014 Problems with Product/Service
4/16/2014 Problems with Product/Service
4/16/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a $100 Home Depot E-Card which had zero balance when received. Company has not responded to any emails. I purchased a $100 Home Depot E-Card which had zero balance when received. This obviously doesn't instill confidence. I notified Cardpool immediately by email (which is the only way to contact them on their website - which, again does not instill confidence). Despite on-line assurances to reply to inquiries promptly, there's been no response whatsoever going on 2 weeks. The only response was an automated email claiming "high holiday volume" (in April!). I believe this automated response has been issued for months. If a company cannot process high holiday volume by April, the problem would appear to be inadequate staffing (or customer service), not holiday volume. They provide no phone contact information, and based upon other reviews, calls (if one can find a phone number) are unanswered anyways and directed by an automated answering system to email. I have disputed the charge with my credit card issuer. Although I appreciate that BBB ratings are based in large part on good faith efforts to respond, I am nevertheless disappointed to see that a company with so many complaints in 1-year is able to maintain an A+ rating and that so many customers are forced to file complaints with the BBB to even receive as much as an acknowledgement from the company. ADDITIONAL DETAILS: Case is being handled by another organization: I have filed a dispute with Amex

Desired Settlement: Credit of $92 and an apology. I would also encourage the BBB to reconsider this company's A+ rating.

Business Response: Initial Business Response /* (1000, 5, 2014/04/11) */ A full refund was processed for this gift card on April 7th, and a $10 Cardpool gift card was issued to the customer at that time as a token of our sincere apology for the problem with the gift card, as well as the delay in our support response. We do our best to ensure that every gift card can be redeemed for its full value, though since we are a secondary marketplace and we buy directly from the public, there may occasionally be a problem. Typically these issues are very rare, and we're especially sorry to see it occur on the customer's first order with Cardpool. We greatly appreciate the customer's concern, and we apologize again for the considerable difficulty in obtaining a resolution. If the customer would like to apply the Cardpool gift card to a new order, we look forward to providing a quality experience and working to earn his business. If there any further concerns at all, please feel free to write us. Initial Consumer Rebuttal /* (2000, 7, 2014/04/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) On the positive side, I have been reimbursed by Cardpool and consider this matter satisfactorily resolved. I appreciate their efforts to make amends. On the negative side, Cardpool's slow response in this matter is truly unfortunate. Although I would have felt uneasy having receiving an invalid card on my very first order, I think any apprehension would have been mollified by a much quicker response, without the intervention of the BBB. If there were a prompter response, I could have envisioned buying $1000s in additional cards. I spend a lot on retail and the savings could certainly add up. A card exchange is a good idea, but Cardpool's service kinks need to be resolved immediately. The inability to contact Cardpool's customer service by phone (esp. when a purchased gift card turns out to be invalid), coupled with their delay in responding to email, and the need to seek BBB intervention, has soured me on Cardpool. The savings aren't worth the hassle to me. I appreciate the offer of a $10 credit on future purchases, but I'm afraid I won't be taking advantage of it. Cardpool should respond to future customer concerns far more promptly. They should not risk losing future customers because of unresponsiveness. In my case, that result could have been easily avoided.

4/16/2014 Problems with Product/Service | Read Complaint Details
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Complaint: order *******..one $75 barnes and noble gift card only had $25 value. i was sent wrong gift card. card# not match card # on packing slip. owe me $50 I received my order ******* Of the seven $75 barnes & noble gift cards I ordered, ONE of the cards only had a value of $25 in it!!! I matched up the last 4 digits from the order details packing slip...the first 6 cards match up correctly and the values were indeed $75 each...HOWEVER: THe last card (***1567 $75 barnes noble gift card WAS NOT in shipment...instead...i received a gift card with the gift card number **************** which only had $25 in it! (fyi: the front of the gift card has a barcode ********** 3) All the other cards were fine. I redeemed the $25 gift card at barnes and noble....but cardpool still owes me $50 (the difference between $75 and the $25)

Desired Settlement: $50 refund OR send me $50 gift card to barnes and noble

Business Response: Initial Business Response /* (1000, 5, 2014/04/11) */ A refund of $49.40 was processed on April 8th and a Cardpool gift card of $10 was also issued at that time as a token of our sincere apology. The $50 difference in card value would originally carry an actual price of $40 (based on the order discount of 20%) so the refunded amount also represents a higher rate than what was paid, as a courtesy to the customer. If there are any further questions or concerns, please feel free to write us. Initial Consumer Rebuttal /* (2000, 7, 2014/04/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/16/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Failure to refund entire amount of cancelled order I placed an order at cardpool.com for $40.23. Cardpool Order #XXXXXXX. They say they attempted to call me to confirm details, but I never received a phone call. When I emailed them about this they told me to call a telephone number to verify details about me. At that point (5 days after my order) I could no longer use the card I had purchased and asked them to refund my order instead of completing it. The woman on the phone said fine I would receive an email confirmation of the cancellation. 2 days later I had not received a confirmation or refund for my order so I emailed them again. I finally received a refund confirmation email on April 02, 2014. On April 07, 2014 I finally received my refund, but they only refunded $40.22. I emailed them again, asking for a FULL refund for my order, but have not received a response from them.

Desired Settlement: I would like to be refunded for my entire order amount.

Business Response: Initial Business Response /* (1000, 5, 2014/04/11) */ We appreciate the customer bringing this matter to our attention. We have processed an additional refund of $0.01 to correct for this error. This refund will be reflected in the customer's credit card statement within a few business days. The delay for this order was due to some difficulty in reaching the customer for our identity verification process, which we conduct for our customers' security and financial protection. An email was sent to the customer shortly after the order was placed including some verification questions. We did not receive a response to that email after 24 hours, so a verification specialist attempted to reach out to the customer by phone. The phone number that the customer placed on file for her account was "(XXX) XXX-XXXX" so we were not able to reach her for verification. A second email was sent at that time requesting a call back. A request for cancellation was made on April 1st and the refund was processed the following morning. Our sincere apologies again for the error in the amount. If there are any further questions or concerns, please feel free to write us. Initial Consumer Rebuttal /* (2000, 7, 2014/04/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) They did refund my entire amount, but I honestly still wonder how many people do not pay attention and the company makes a $0.01 on a bunch of transactions. At no point did they contact me by email asking me for verification for my order. I emailed them 4 days after I placed my order because I hadn't heard anything and THEN they asked me to call them and give them verification. I do not have a phone at home so I could not give them a phone number to reach me on.

4/16/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Yesterday I was charged $85 for a transaction failed go through. I was trying to purchase a TJMAX gift card, but it was purchased by another person. On 4/8/2014 I was on cardpool.com and tried to buy a TJMAX gift card. I was told the card was purchased by another person. However my credit card is still charged for $85 by cardpool.com. I sent emails to cardpool.com but no response.

Desired Settlement: Refund the amount $85.They should not do this to any consumers. This is scam!

Business Response: Initial Business Response /* (1000, 5, 2014/04/11) */ This customer's charge of $85.00 was immediately cancelled and refunded when the order was not successful, though it can sometimes take a few business days for the customer's bank or credit card issuer to update the statement. If there are any further concerns in the meantime, please feel free to write us. Initial Consumer Rebuttal /* (2000, 7, 2014/04/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/15/2014 Problems with Product/Service | Read Complaint Details
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Complaint: $190.75 Sunglass Hut gift card was mailed on 03/24/14 to cardpool.com and payment was never received. Transaction number is ******* On 03/24/2014 I mailed cardpool.com $190.75 worth of Sunglass Hut gift card. Transaction number is #*******. It was delivered to their Processing Center, ***********, ******************** on 03/27/14. It was advertised on their website that upon their receipt of cards, I would be sent a check for $133.53 within 24 hours. I mailed the cards using their USPS mailer. I contacted them (********************) on 3/24/14 about any delays they have in processing the order. I did not get a reply for that email. On 3/28/14 I e-mailed them again about verification of receipt. They replied that the due to the high volume of cards they have received there will be delays in processing my transaction. They refused to give an estimated processing date. They claim on their website that they have a 24 hour turn around time. If they were facing delays they should have made it known on their website. They employ a bait and switch tactic and this amounts to deceptive trade practices. There is no phone number on their site and no contact information other than their email address.

Desired Settlement: I just need my check for $133.53 to be sent as soon as possible.

Business Response: Initial Business Response /* (1000, 5, 2014/04/11) */ The transaction for this gift card was created in our system on March 24th. Our records show that the gift card was received in the mail on April 1st and processed on April 2nd. First Class mail typically arrives in 3-7 business days. The card was received and the payment was processed within 8 business days. If the customer mailed his gift card via an overnighted, two-day, or Priority shipping service and would like to provide the appropriate tracking information, we will be glad to investigate the issue further. Otherwise, it appears the mail arrived to us within a reasonable timeframe, given the distance from Pennsylvania to California, and processing occurred promptly. The customer's check was mailed directly from our payment center in North Carolina on April 2nd. If there are any delays receiving this check, the customer may contact our support team at ******************** for further assistance. Initial Consumer Rebuttal /* (2000, 7, 2014/04/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did receive the check. It took a few days for them process the check though. Overall I'm satisfied with their response but I do request them to acknowledge receipt of the mail when they receive it rather than just sending an email after sending out the check which may take a few days.

4/15/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Sent in my Coach Gift card, was supposed to recieve 107.00 check returned. Nothing was ever sent to me. Now that money is gone from the gift card. A month ago mailed the giftcard to the company

Desired Settlement: I want the check sent IMMEDIATELY for the correct amount.

Business Response: Initial Business Response /* (1000, 5, 2014/04/11) */ The transaction for this gift card was created in our system on March 24th. Our records show that the gift card was received in the mail on April 1st and processed on April 2nd, which is a significantly shorter timeframe than the "month" the customer has suggested. First Class mail typically arrives in 3-7 business days. The customer notified us of her intent to sue our company when the transaction was not completed after 4 days. The card was received and the payment was processed within 8 business days. If the customer mailed her gift card via an overnighted, two-day, or Priority shipping service and would like to provide the appropriate tracking information, we will be glad to investigate the issue further. Otherwise, it appears the mail arrived to us within a reasonable timeframe and processing occurred promptly. The customer's check was mailed directly from our payment center in North Carolina on April 2nd. If there are any delays receiving this check, the customer may contact our support team at ******************** for further assistance. Initial Consumer Rebuttal /* (2000, 7, 2014/04/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/15/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I purchased three Home Depot gift cards and one of them for $296.57 was invalid and not usable at the store. I tried contacting customer support by email. They don't have a phone number to call. They haven't responded to my emails. I would like a valid gift card replacement or my money refunded. Product_Or_Service: Home depot gift Card Order_Number: XXXXXXX

Desired Settlement: DesiredSettlementID: Refund Replace gift card with a valid usable one or refund my money.

Business Response: Initial Business Response /* (1000, 6, 2014/04/02) */ We sincerely apologize for the delay and inconvenience this customer experienced with his support request. Our support team has recently received a higher than normal volume of inquiries and we're working through the backlog as quickly as possible. A full refund was issued for the customer's gift card on March 17th. We appreciate the customer notifying us of the issue, and if there are any further concerns, please feel free to write us. Initial Consumer Rebuttal /* (3000, 8, 2014/04/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did receive that refund on 3/17, but on March 25th I purchased an electronic Home Depot gift card order # XXXXXXX for $135.00 which was supposed to be emailed to me within 24 hours. I never received it. I also purchased a paper gift card for $135.00 on the same order which I did receive. I contacted customer support four times. They responded once and said that they emailed it to me on 3/26/14. I never received it and they never responded to my email notifying them of that and to resend it. ***** ****** Final Business Response /* (4000, 10, 2014/04/11) */ The delivery email for order #XXXXXXX was originally sent on March 25th and was re-sent on April 9th. Documentation is available if necessary. If there are any further questions or concerns, please also feel free to write us. Final Consumer Response /* (2000, 12, 2014/04/15) */ Hi, They sent me the $150 Home Depot gift card that was owed so everything is all set for now. Thank you, ***** ******

4/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: This company has failed to issue a check for the item I sent them. Numerous attempts to contact them have gone unanswered. I sent Cardpool a REI gift card at the beginning of February. They emailed me stating that the check($40) for the card I gave them. On February 7th. This check has never arrived. I contacted them in regards to this and they told me I had to wait 3 weeks from the date it was sent before they would issuea new check. That date was Feb 28th. I emailed them on the 28th twice in order to get a new check issued. I have continued to email them regarding this matter and have received no response whatsoever. They have been informed yjst I have medical bills so this money is needed as soon as possible. I have tried calling but there is no way to to leave a message. This company has flat out stolen from someone in desperate need of this money. Absolutely unethical.

Desired Settlement: I have emailed Cardpool and explained that I either want my money that I was guaranteed or the product back that I sold to them($50 REI gift card). I have yet to receive a response from them. This company has knowingly stolen from me when I am in desperate need of money due to serious health issues that have left me unemployed. This company needs investigated and should be required to have a phone number that someone can actually be reached on. The current number just gives an email address(which goes unanswered) and then the phone is disconnected.

Business Response: Initial Business Response /* (1000, 5, 2014/03/20) */ The customer notified us that his original check was lost in the mail, so a new payment was issued on March 7th. We have confirmed with our bank that the reissued check was successfully cashed or deposited on March 17th. We do our best to get cashback to our customers as quickly as possible, though unfortunately, our control over the mail is limited once it has been sent out from our payment center. We appreciate the customer bringing the matter to our attention, and if there are any further concerns, please feel free to write us.

4/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I sent a Coach giftcard to Cardpool via mail for a cash exchange.I never received the check for the promised amount in exchange for the Coach giftcard On Feb 13th I received an email from Cardpool with my transaction #XXXXXXX stating that I earned $511.16 dollars in cash for my Coach giftcard for $615.86. I have not received a check in the mail and I have sent several emails to support that have gone unanswered.

Desired Settlement: I either want the cash I was promised in exchange for my Coach giftcard or I want my Coach giftcard back with the full amount on it. Thanks

Business Response: Initial Business Response /* (1000, 5, 2014/03/20) */ The gift card in this transaction was processed on March 10th. Unfortunately, however, our team encountered an issue with the transaction. The balance of the Coach gift card we received could not be verified, so it was returned to the customer via USPS Certified mail. According to the USPS tracking number XXXXXXXXXXXXXXXXXXXX, the mail containing the customer's gift card is available for pickup at her local post office. Delivery was attempted on March 14th but was not successful. We apologize for the delay in processing on this transaction, and we appreciate the customer bringing this matter to our attention. If there are any further concerns, please feel free to write us.

4/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Non-delivery of electronic gift card purchased. I ordered two Home Depot gift cards on March 10, 2014, Order #XXXXXXX. One was an electronic gift card (Paid $914.54) and the other was to be mailed (Paid $368). Total order amount $1,282.54. I received an order confirmation email on 3/10/14. On 3/12/14, since I had yet to receive my electronic gift card (website says 24-hour delivery), I emailed *******@cardpool.com requesting an update on my order. On 3/12/14, I received a confirmation from cardpool that my email request had been received. On 3/12/14, I also received notification that my order had shipped. I received one gift card ($400 value, paid $368 as listed above) in the mail. I have yet to receive my electronic gift card. I emailed *******@cardpool.com on 3/16/14 and 3/18/14 requesting that my electronic gift card be emailed to me immediately. I have not heard back from cardpool on either email.

Desired Settlement: At this point, I would just like my money back. My credit card was charged at the time of transaction. I am happy to keep the first gift card received, but would like a refund for the second gift card (paid $914.54) that was never delivered.

Business Response: Initial Business Response /* (1000, 5, 2014/04/03) */ We appreciate the customer notifying us of the problem with this order and the corresponding support request. We have checked our records and confirmed that a processing error prevented the electronic portion of this order from being delivered correctly. The customer notified us promptly of the issue, but unfortunately our support team was experiencing a higher than usual volume of requests and was not able to provide a response in our expected timeframe. A full refund was processed on March 26th, and a Cardpool gift card was also issued at that time as a token of our apology. We're truly sorry again for the difficulty, and if there are any further questions or concerns, please feel free to write us. Initial Consumer Rebuttal /* (2000, 7, 2014/04/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Cardpool refunded my order for the non-delivery of the electronic gift card. I am thankful of the refund, however am disappointed it was only after I reported the issue to the BBB, that any response was received. The two weeks that passed between placing my order and receiving notification of the refund was stressful and unnecessary. The gift card was to be used on a time-sensitive purchase and other arrangements had to be made when the card was never delivered. Even after Cardpool emailed notification they were issuing a refund, no explanation was given as to why I didn't receive the gift card. Only after reviewing the company's explanation on the BBB website did I find out the reason.

4/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought gift card to receive electronically, received an email stating gift cards will be received within in 24 hours have not received card. Non delivery of Walmart gift card.

Desired Settlement: I want my gift card ASAP. Should not advertise 24 hour delivery when they know they cannot deliver. Why don't they inform customers you are 'behind' BEFORE they buy? No one to call.

Business Response: Initial Business Response /* (1000, 5, 2014/04/02) */ We sent the customer an email shortly after the order was placed on March 26th with the subject "Verification Required For Your Cardpool Order." To prevent identity and credit card theft, we sometimes require a one-time verification process for accounts. We did not receive a response to this email after 24 hours. Our verification specialists then attempted to reach out to the customer by phone on March 27th. They were able to reach him on March 28th and conduct the verification. The order was shipped within 2 hours of the verification being completed. If there are any further questions, please feel free to write us. Initial Consumer Rebuttal /* (2000, 7, 2014/04/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) They should not claim 24 hour processing for new customers.

4/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a gift card and the website agree to send it to me within 24 hours but it fails. I haven't received the product. I received the following email but after 2 days, I haven't received any gift card from them through email. \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\ Thanks for your order! You saved 8% off your order by buying $79.81 in items for only $73.42. We'll email you with your electronic or mobile gift cards within 24 hours. you have been billed for the amount of $73.42. You ordered the following items: 1. $79.81 Home Depot Electronic Gift Card, sold at a 8% discount for $73.42.

Desired Settlement: I want it to be refund to my credit card that has been charged but no product received.

Business Response: Initial Business Response /* (1000, 5, 2014/04/02) */ The customer should have received an e-mail shortly after placing the order with the subject "Verification Required For Your Cardpool Order." To prevent identity and credit card theft, we sometimes require a one-time verification process for accounts. Since we did not receive a response to that email after 24 hours, one of our verification specialists tried to reach the customer by phone to verify the order. The customer notified us at that time that he preferred to cancel the order, and a full refund was processed by the end of the day. Initial Consumer Rebuttal /* (2000, 7, 2014/04/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept it because the company refund me expeditiously.

4/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sold a gift card from Best Buy with a value of $480.36. They confirmed receipt, but I have not received check and they keep ignoring my emails. I sold them a gift card from Best Buy with a value of $480.36 (Transaction #*******). The transaction went through (have proof of this on my account on their website), they confirmed receipt of the physical gift card, and they claim to have sent the check to me on January 22, 2014. I brought to their attention on February 11 that I had not received the check yet. They responded on February 13, "If your check has not arrived within three (3) weeks of the payment date, you may request that payment be re-sent" (******* via ********************). I emailed them again on Feb 16, then on Feb 18, then again on Feb 19, then again on Feb 21. It is now February 24 (more than a month later) and that one email I got from them was the first and last email I got from them. Still I have not received a check or a response from them. I tried their number ************* but it's an automated message saying that they handle all their customer service through ********************. This is a lot of money to me as I am in college and receive no financial help from anyone. I'm having trouble affording to pay rent and to feed myself, so please help me get my money as soon as possible. Thank you for your time. ******** *****.

Desired Settlement: I would like the $427.52 check that they owe me, and the damages that resulted in the form of late fee on my rent for the month of February. The late fee is $71. So the total settlement I am seeking is $498.52.

Business Response: Initial Business Response /* (1000, 5, 2014/03/05) */ The customer's payment for this transaction was issued on January 22nd and mailed via USPS First Class mail. Delivery of this type of mail typically requires 3-7 business days, but in some cases may take up to 3 weeks if USPS encounters any delays or misrouting. The customer notified us that the payment had not been delivered in that timeframe, and we are currently working with him to have a new check issued as soon as possible. The amount of the check will be $427.52, which is the original offer for the customer's gift card. Unfortunately, the Postal Service does not guarantee a delivery timeframe for First Class mail. Accordingly, while Cardpool always works to provide cashback as quickly as possible, we aren't able to guarantee a delivery date for mailed checks and cannot be held liable for fees that may result from lost or delayed mail. This limitation is stated in our Terms of Service (www.****************) in sections 2 and 13, which the customer has expressed agreement to by use of the service. We look forward to resolving this matter and issuing a new payment to the customer as soon as possible. We would also like to kindly note that for any future support requests, the customer send one email at a time. Updating a request prior to our team's response will affect its position in our queue and can further delay a resolution. We appreciate the customer staying in touch with our team, and if there are further concerns while the matter is being resolved, please feel free to write us. Initial Consumer Rebuttal /* (3000, 7, 2014/03/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I can understand that they had no control over how fast mail can get to their customers, but after the "up to 3 weeks" was up, at which time a replacement check was clearly requested via email, NO REPLACEMENT CHECK WAS SENT! To the day! Furthermore, they proceeded to ignore the customer's emails of concern over not having received any response to the replacement request. THIS WENT ON FOR WEEKS! The "mail delivery time" is not the problem in question here, and if they failed to see that the first time it is because they didn't read my complaint properly. The problem in question here is their NEGLIGENT handling of their customers money (by not sending the replacement check when it was requested). THIS alone resulted in their customer falling behind on his finances by $427.52. Now, while the customer was accumulating late fees, Cardpool was profiting by sitting on the customer's money for more than a month. THIS is the crime at hand. The customer is simply requesting Cardpool make up for only part of the expenses incurred by their poor business practices in the form of $71. This is more than a fair resolution to the dispute brought upon by the mistakes and negligence on the part of Cardpool. So to resolve this dispute Cardpool needs to send a check totaling to $498.52 and this check needs to be sent in a way that would provide a tracking number of sorts as proof that they actually sent it. Final Business Response /* (4000, 15, 2014/04/02) */ Since USPS appears to be having difficulty delivering to the address specified, we will proceed with an alternate solution for this transaction. Our payments are issued directly by our bank, so we cannot upgrade the shipping to a trackable method for a particular envelope, but we have reissued the check directly to our processing center. When we receive the customer's payment, we will forward it to the customer with USPS Priority tracking. We will provide the customer with his tracking number as soon as it is available. Final Consumer Response /* (3000, 13, 2014/03/21) */ In my previous statement I asked that the replacement check be sent via a service that provides proof of shipment. If the business was interested in resolving the matter instead of holding my money for their own profit they would have sent the replacement check already and provided a shipment confirmation or tracking number. What is the hold up (excuse) this time? It has been more than a month of inaction and lack of interest in resolving this matter.

4/1/2014 Problems with Product/Service
4/1/2014 Problems with Product/Service
4/1/2014 Problems with Product/Service
3/31/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Have 2 gift cards that do not work. And have 1 order not received. Order #XXXXXXX gift card ending in **** for $50 does not work Order #XXXXXXX gift card ending in 3176 for $34.03 does not work. Order #XXXXXXX X gift cards for $200 not received at all. Several emails have been send with no response. Company will not give out phone number so calling is not an option. Company sends generic email stating that they are overwhelmed and will get back when they can

Desired Settlement: I need refunds or correct gift cards sent

Business Response: Initial Business Response /* (1000, 5, 2014/03/13) */ We have been in touch with the customer by email regarding these purchases and would like to provide the following updates: Order #XXXXXXX: This purchase was delivered by email on March 4th. The customer has previously expressed difficulty in receiving email notifications from our team, and we have recommended that he add "******@cardpool.com" to his address book or contact list, to ensure that no messages are being misrouted by spam filters. If the customer has still not received the gift card delivery for this order, he may contact us at *******@cardpool.com and we can have it re-sent. Order #XXXXXXX: The customer reported that a $50 gift card ending in **** was defective, and a full refund was processed on March 7th. The refund should be reflected on the customer's credit card statement within a few business days. Order #XXXXXXX: We have also issued a refund of $29.26 for the Sports Authority card ending in ****. This refund will also be reflected in the customer's statement within a few business days. Our support team was experiencing a backlog of requests at the time of this customer's inquiry, and we apologize for the delay that he encountered. If there are any further questions or concerns, please feel free to write us.

3/28/2014 Problems with Product/Service
3/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Mailed gift card after I told them to cancel the order Today I placed two orders with cardpool.com the orders number I have an issue with XXXXXXX. When I initially placed the order I thought it was for a e gift card which I found out it wasn't. As soon as I realized the mistake I contacted their support and was communicating with a guy named **** who was suppose to cancel the order so it would not ship. We'll guess what it shipped and it went to an address I am currently not at because I am working out of state and will not be home for the next four months. I am ****** and I hope I get the e certificate that I ordered sent ti my email address.

Desired Settlement: I want the gift card emailed to me since the order was not canceled like **** said and promised.

Business Response: Initial Business Response /* (1000, 5, 2014/03/27) */ This order was cancelled on March 25th. The shipment was retrieved from our outgoing mail and a full refund was processed at that time. Email notification of the refund was delivered on March 25th. This refund will be reflected in the customer's credit card statement within a few business days. If there are any further questions or concerns, please feel free to write us. Initial Consumer Rebuttal /* (2000, 8, 2014/03/27) */ Company fixed the issue

3/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cardpool claims that have not received giftcard that I sent them for purchase. Sent cardpool.com a $75.00 "Game Stop" gift card in exchange for check payment of $62.25. Cardpool.com claims that they have not received the item. Item was sent over 10 days ago with the shipping label that cardpool.com sent to me. Cardpool.com is not being honest with their offer to purchase the giftcard. The giftcard number is *********************** with a pin #**** with a value of $75.00

Desired Settlement: Send me back the original gift card that i sent them (cardpool)with the assurance that the full $75.00 value is still on the card.

Business Response: Initial Business Response /* (1000, 5, 2014/03/10) */ Our processing center reached this customer's mail on March 7th. Per the below-stated request, the transaction was cancelled and the gift card has been returned to him. The customer may track the return of his gift card using USPS Certified tracking number XXXXXXXXXXXXXXXXXXXX. Game Stop continues to report the balance of this gift card as $75.00. The card has not been entered into our inventory or delivered to any of our customers. As we notified the customer on March 3rd, our processing center has been slightly behind due to a larger-than-usual volume of transactions, though we're working them as quickly as possible. We apologize for the inconvenience this has caused. If there are any further concerns, please feel free to write us.

3/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: False advertising a 24 hour turn around. Claims a backlog since Christmas. A gift card was sent on Feb X XXXX to be exchanged for a Amazon credit. When asked for an update I was given the backlog story. They answer emails sporadically and with no urgency. The website still claims 24 hour turnover for all cards sent. This is blatant misadvertising since they acknowledge the backlog.

Desired Settlement: I just want the Amazon credit that was promised to me and soon.

Business Response: Initial Business Response /* (1000, 6, 2014/03/03) */ We appreciate the customer notifying us of their concern and staying in touch with our support team. Our processing center has recently experienced a backlog in mail due to a higher than expected post-holiday volume. We have been working through the volume as quickly as possible and we reached this customer's mail on February 23rd. The Amazon gift card code was delivered by email later that day. We sincerely apologize again for the inconvenience this has caused, and if the customer has any further inquiries, we encourage them to contact us at ********************. Initial Consumer Rebuttal /* (3000, 8, 2014/03/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sorry but they still didn't address that their website still claims 24hr turn over after receipt of the gift card. That is blatant miss advertising and needs to be dealt with accordingly. This is still stated on the website "Step 3: Get Paid We'll send you a check within 24 hours of receiving your gift cards." I also did not receive any compensation for the extended wait time, just this lame excuse of being backlogged. Sorry but this is MARCH and you still have delays? Seriously? What I request is compensation for both the misadvertising and for the extended wait. I also request a written apology posted on the front of the page to warn customers of this backlog and to inform customers that it could take weeks before they even get around to responding. Final Business Response /* (4000, 10, 2014/03/10) */ The customer stated his desired resolution for this complaint to be his Amazon gift card delivered as soon as possible. The gift card information was delivered on February 23rd. If a customer wishes to cancel a transaction for any reason prior to the gift card being processedsuch as the transaction time taking longer than expectedthey are more than welcome to do so, and we can return their gift card to them free of charge. We did not receive any request to cancel the transaction, so the payment was issued at the rate of the original agreement. If there are any further concerns, please feel free to write us.

3/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sent in 3 gift cards to company to be redeemed for a credit on amazon.com. Sent in the cards, and 2 emails requesting payment. Never got payment. Sent in 3 gift cards totalling $75 to be exchanged for amazon credit. I sent the cards on 1/7/2014. I emailed the company (as there is no phone number to contact them) on 1/25/2014 asking where my payment was, and received an automated response that the company was back up from the holidays. I sent another email on 2/26/2014 again asking where the payment was, and received an email stating again not to worry. It has been almost two months since I have sent in the $75 in gift cards, and believe the company has taken the gift cards with no intentions of giving me the promised credit.

Desired Settlement: I wish to have my $75 returned to me.

Business Response: Initial Business Response /* (1000, 5, 2014/03/05) */ We appreciate the customer staying in touch with us regarding this transaction. Our processing center recently experienced a backlog in mail due to a higher than expected post-holiday volume, so it had originally appeared that the customer's mail was simply delayed. However, our team has now caught up and the customer's mail was not in our processing queue. Given the amount of time that has passed since the gift cards were mailed, we would recommend that the customer treat the mail as lost in transit and attempt to have the gift cards replaced by the merchant. We have been told that many merchants are able to issue replacements when presented with the original receipts. Per the terms of use available at ********************, we cannot offer payment for gift cards that we don't receive and are not liable for mail that is lost in transit. We recommend the customer proceed in obtaining replacement gift cards directly from Subway. If there are any further questions or concerns, please feel free to write us.

3/21/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: $400 Sak's Fifth Avenue gift cards were mailed on 2/22/14 to cardpool.com and payment was never received. On 2/22/14 I provided cardpool.com with the information on $400 worth of Sak's Fifth Avenue gift cards. I was advised that upon their receipt of cards, I would receive a $332 payment. I mailed the cards using their USPS mailer. I contacted them on 2/28/14 about verification of receipt. 6 days later on 3/4/14 they replied that they are backed up due to the holiday. I responded on 3/5/14 that there was no holiday recently. I have not heard back. There is no phone number on their site and no contact information other than the email address that does not get a response. Please help me. I sold these cards to send my kids to a summer program. Don't disappoint us. Thanks...

Desired Settlement: Check for $332 today please

Business Response: Initial Business Response /* (1000, 5, 2014/03/20) */ Our processing center experienced a backlog in mail recently, due to a higher than anticipated post-holiday volume. We have been continuing to work through the volume as quickly as possible and we processed this customer's mail on March 10th. The check was mailed via USPS First Class and should arrive within 3-7 business days. If the customer encounters any delays with the shipment, or if there are any further inquiries while the check is en route, we encourage them to contact us at ********************. Final Consumer Response /* (2000, 7, 2014/03/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Check processing and e-mail responses are unacceptably slow. Disappointing and stressful enough that I had to file complaint with BBB to get this resolved. Concept is a good one - service is too slow when site has control of your money.

3/19/2014 Guarantee/Warranty Issues
3/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have paid for my two orders (#******* & #*******) on Mar. 7th, but still not get the e-gift cards now, which in fact would be delivered in 24 hours. Moreover, I have called the service telephone number (************) for several times but there is no answer. All these make me sad and worried. Product_Or_Service: Macy's e-gift card Order_Number: #******* & #*******

Desired Settlement: DesiredSettlementID: Other (requires explanation) Please send my e-gift cards as soon as possible.

Business Response: Initial Business Response /* (1000, 5, 2014/03/13) */ This customer's account has been closed by our risk department, so were not able to accept these orders. Full refunds were issued promptly and will be reflected in the customer's statement within a few business days. Per our policy, our customer support team prioritizes only those requests from customers whose accounts remain in good standing. If there are any further concerns, please feel free to write us. Final Consumer Response /* (2000, 7, 2014/03/18) */ Dear ******* ******, Thanks for your help. I have got the refund from the business. Best regards, *** **

3/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: SCAM waiting and its been over two weeks,you could be holding onto peoples pooling it in a bank account for a few weeks then redistributing it..SCAM. Still waiting and its been over two weeks, Ill be filing a report to the better business bureau this is a scam, you could be holding onto peoples money pooling it in a bank account for a few weeks then redistributing it having made money off the interest, saying that you have a 3 day turnaround on your website and then getting an email saying your back up till the 28th is complete bs, it is shiesty business practice in its purest form, true base defilers. Kind Regards

Desired Settlement: $37.61

Business Response: Initial Business Response /* (1000, 5, 2014/02/27) */ Our processing center reached this customer's mail on February 27th, as it had been unfortunately backlogged due to a higher-than-expected recent volume. The customer has indicated in their complaint that the desired resolution for this transaction is $37.61. Since our offer for the gift card was a check for $33.47, we have returned the gift card to the customer. That way, they can receive the full amount of funds that they requested, in the form of the gift card returned to them with its complete value. The customer's gift card has been mailed back via USPS Certified mail and we have provided them with the tracking information directly. If there are any further concerns while the gift card is en route back to them, please feel free to write us.

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sold 6 gift cards totaling $140.00 on 1/29/14.Cardpool Transaction Confirmation (Transaction #*******)They say in their contract 7-10 to receive payment. I believe Cardpool is a scam company and should be investigated for failure to deliver on advertised contract. Cardpool facebook page has many consumers with the same issues. Product_Or_Service: gift cards sold Account_Number: Cardpool Transaction

Desired Settlement: DesiredSettlementID: Refund Cardpool Transaction Confirmation (Transaction #*******)I sold them 6 gift cards totaling $140.00

Business Response: Initial Business Response /* (1000, 5, 2014/02/25) */ We appreciate the customer notifying us of his concern and staying in touch with our support team. Our processing center has recently experienced a backlog in mail due to a higher than expected post-holiday volume. We have been working through the volume as quickly as possible and we reached this customer's mail on February 19th. The check has been mailed via USPS First Class and should arrive within 3-7 business days. The check was issued for five of the six gift cards we received. The sixth gift card did not meet our requirements for cashback and was returned to the customer via First Class mail. We sincerely apologize again for the inconvenience this delay has caused, and if the customer has any further inquiries while the payment is en route, we encourage him to contact us at ********************.

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January 28, 2014 I mailed an unwanted gift card to Cardpool in exchange for a check. It has now been 17 days and I have not received any money. On January 28, 2014 I mailed an unwanted gift card to Cardpool in exchange for a check. It has now been 17 days and I have not received any money. The email response I received from them at the time was this: "Hi *******, Thanks for using Cardpool! You earned $44.50 on your unwanted gift cards. Your transaction number is #*******. We'll send you a check within 24 hours of verifying your gift cards and email you to let you know when we do. To complete the process, please mail your gift cards to: Processing Center ************ ********************** For your convenience, we've created a prepaid shipping label and packing slip for you: Print Free Shipping Label and Packing Slip If you don't have a printer, you can also mail your gift cards using your preferred shipping method. We recommend using USPS First Class, USPS Priority, or USPS Certified Mail. Please include either the packing slip or a note with your name, phone number, and transaction number (#*******), along with the following gift cards: 1. Costco Gift Card ($50.00). After receiving your gift cards, we'll mail a check to: ******* **** ******************** *************** If you have any questions, please do not hesitate to contact us at ********************* Thanks and have a great day! The Cardpool Team" This confirms that they have the correct address. I also used the packing slip they provided and very securely attached it to the letter. I would like to add that this is the 4th time I've used their service. The first two times they were very quick. The third time it took almost a month during which they blamed the mail and claimed to have not received my card even though at the time almost 3 weeks had passed. I had to report the issue here on this site. After that, they magically found the card the next day and sent me the money. Since they did finally make good on the deal, (although extremely late) I decided to give them another chance. I'm sorry I did, as it looks like this time it's going to be another month long ordeal where they blame the mail. I understand it isn't a lot of money but they need to recognize that they have a real problem in processing or receiving mail within a reasonable time frame. Whether it is due to the mail or some other issue on their end, it is a problem that should be dealt with either way.

Desired Settlement: I would like to either receive payment for the card that I mailed to them, or have the card replaced or sent back to me.

Business Response: Initial Business Response /* (1000, 5, 2014/02/25) */ We appreciate the customer notifying us of their concern and staying in touch with our support team. Our processing center has recently experienced a backlog in mail due to a higher than expected post-holiday volume. We have been working through the volume as quickly as possible and we reached this customer's mail on February 17th. The check has been mailed via USPS First Class and should arrive within 3-7 business days. We sincerely apologize again for the inconvenience this has caused, and if the customer has any further inquiries while the payment is en route, we encourage them to contact us at ********************.

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cardpool stole an $80 Walmart giftcard from me. I sold a Walmart gift card that I didn't have a need for to Cardpool on their website on Jan. 14, 2014 based, in part, because of the well-known companies endorsements on their website. Cardpool sent me an email instructing me to mail the gift card to them and promising me a check for $72.80 within 24 hours of receiving the gift card. I mailed the gift card a few days later but never heard from Cardpool. I contacted Cardpool via email on Feb. 6 and was assured that they had received my gift card and would be sending me a check. I have yet to receive the check or any further communication from Cardpool. I feel like a have been hoodwinked and taken advantage of. Product_Or_Service: Gift card sold Order_Number: Transaction #******

Desired Settlement: DesiredSettlementID: Refund I would like the $72.80 promised me and action taken against Cardpool so that this doesn't happen to other people.

Business Response: Initial Business Response /* (1000, 5, 2014/02/25) */ We appreciate the customer notifying us of their concern and staying in touch with our support team. Our processing center has recently experienced a backlog in mail due to a higher than expected post-holiday volume. We have been working through the volume as quickly as possible and we reached this customer's mail on February 7th. The check has been mailed via USPS First Class and should arrive within 3-7 business days. We sincerely apologize again for the inconvenience this has caused, and if the customer has any further inquiries while the payment is en route, we encourage them to contact us at ********************.

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered a gift card from cardpool.com and received a gift card with an invalid number. Emailed them and they did not remedy. Order #*******

Desired Settlement: $182

Business Response: Initial Business Response /* (1000, 5, 2014/02/25) */ We appreciate the customer bringing this matter to our attention, and we apologize for the inconvenience she experienced. Our support department has recently encountered a backlog of requests, and we have been working through them as quickly as possible so that all of our customers' can be addressed satisfactorily. Unfortunately, it looks like the initial email that our team sent was in error, and did not provide the correct information. A follow-up email was sent on February 20th containing the details of the customer's full refund. The full refund should be reflected in the customer's credit card statement within a few business days. We continue to appreciate this customer's loyalty to Cardpool, and we hope that our support team's prompt correspondence in the past may serve as a more apt representation of our company and the service we always strive to provide. We have also issued a $20 Cardpool gift card as a further token of our apology. If there any further questions or concerns, please feel free to write us.

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Fraud. Failure to conduct business in good-faith. I entered into a transaction (Transaction #*******) with Cardpool to exchange a $250.00 gift card for cash $189.00. I mailed them my card on 1/27/14. As of today, 2/17/14 - I have NOT received my money. I have sent them many emails in which they continue to say they are backlogged from the holidays. There is no way to track my order on their website. no phone number to contact an actual person. It's absolutely ridiculous that this company is taking advantage of peoples' good-faith in sending their gift cards in advanced. I would like to be made whole and report this company as a fraud.

Desired Settlement: Refund. I would like for this company to face legal actions.

Business Response: Initial Business Response /* (1000, 5, 2014/02/25) */ Our processing center has recently experienced a backlog in mail due to a higher than expected post-holiday volume. We have been working through the volume as quickly as possible and we reached this customer's mail on February 18th. Unfortunately however, this customer's account has now been closed and we are unable to accept her transaction. We understand that the delay in this transaction has been frustrating, but the customer's behavior toward our support staff has been abusive and will not be tolerated. The text of her correspondence will not be reprinted, but please be assured that we do not take these matters lightly. The customer's gift card was returned to her via Certified mail. The customer may claim her gift card by visiting her nearest post office and providing them with the USPS Certified tracking number ********************. According to USPS, delivery was attempted on February 24th, but an authorized recipient was not available. We have previously offered the customer our sincere apologies for the delay and have no further information to provide at this time. We recommend that she sell the gift card to another company.

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They received my $1000 gift card 02/15 at 11:16am. They are supposed to send me $900 w/in 24 hrs of receipt. No response to calls or email. #*******. This is in reference to Transaction #*******. They received my $1000 gift card 02/15 at 11:16am. USPS tracking number **********************. They are supposed to send me $900 w/in 24 hrs of receipt according to their website. They left a message via email and my home phone on 02/16 that they need additional info from me. I have called as well as emailed and get no response. When I call I get routed to voicemail stating no one can take my call despite me calling the number that they requested. I call during the hours that they requested. I have called 4 times and get no response. I am extremely worried about this transaction now that i read all the complaints filed with this company as well as processing delays and poor communication.

Desired Settlement: I would like my $900 check

Business Response: Initial Business Response /* (1000, 5, 2014/02/25) */ We received the customer's gift card on February 15th. Due to the value of the gift card, we reached out to her on February 16th to verify some additional information. The verification was completed on February 19th and her check was mailed on February 24th. We sincerely apologize for the inconvenience this customer experienced using our service. We do our best to process all transactions as quickly as possible, but unfortunately our processing center was behind at this time due to a higher than expected post-holiday volume. We appreciate the customer bringing the matter to our attention and staying in touch with our support team. The check for this transaction has been mailed via USPS First Class and should arrive within 3-7 business days. If there any further concerns, please feel free to write us.

3/17/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Victoria's secret Egiftcard sold on cardpool.com is not able to use online, and lead online order cancelled I bought victoria's secret eGiftcard on cardpool.com. Order #******* however when I placed order online on victoria's secret.com they cancelled my order due to the gift card was actually merchant credit, which are not able to use online. cardpool.com failed to warn customer when they sell the electronic gift card. I can not use the card in store either because I don't have physical card. I sent ******************** several emails and wait for a few days although they said they will reply within 24 hours. nobody replied anything.

Desired Settlement: I sent ******************** several emails, no response. I am looking for fully refund

Business Response: Initial Business Response /* (1000, 5, 2014/03/13) */ The customer's full refund was processed on March 6th and should be reflected in his credit card statement within a few business days. We appreciate the customer notifying us of the issue and we truly apologize for the unfortunate delay with our support team. If there any additional concerns at all, please feel free to write us. Final Consumer Response /* (2000, 7, 2014/03/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Delayed shipment, no response to email, promised partial refund not showing up, and order shipped to wrong address. On February 24 I placed 4 orders with Cardpool. Order #XXXXXXX $251.12 Order #XXXXXXX $85.00 Order #XXXXXXX $243.06 Order #XXXXXXX $37.41 On February 28 I emailed them to ask why my cards had not been shipped. Cardpool is usually very prompt with their shipping and the delay was worrisome. The delay is also contrary to the promises they made on their website. I never did receive a reply to my email but later that day I got shipping notifications with delivery confirmation for all the orders. I was also notified that one card I had paid $18.20for was not in stock and that I would receive a refund. It is now 5 days later and the refund has not shown up in the pending section of my credit card. That concerns me. But the biggest issue is that my cards were all shipped to Hawaii instead of to my address in *****. Someone else had my cards. This is highly unacceptable. I have already retracted my recommendation of Cardpool to my 1,158 friends on Facebook to save anyone else this grief. I expect prompt attention and resolution of this issue.

Desired Settlement: I want a prompt, next day air shipment of equal or greater value cards to my correct address. For my trouble and for the lack of use of my money or merchandise, I want a fair compensation in the form of an additional card to one of the merchants I purchased in this order. $20 to $25 would be fair. Thank you.

Business Response: Initial Business Response /* (1000, 6, 2014/03/13) */ We appreciate the customer staying in touch with us regarding these orders. Our processing center had encountered a higher than normal volume of orders and experienced some delay in shipping these four orders. The orders were shipped on February 28th. Further, the customer was provided with an inaccurate tracking number, which indicated his orders had been delivered in ******. The customer was provided the corrected tracking information on March 5th. The Priority Mail delivery was attempted on March 8th and an authorized agent was able to receive the package containing these orders on March 10th. The refund of $18.20, for order #XXXXXXX, was processed on February 28th. Refunds may take 7-10 business days to be reflected on a customer's statement, depending on the processes of each individual bank or credit card issuer. As a token of our apology, the customer was sent a Cardpool gift card in the amount of $20. We have also reached out to the customer directly by email to follow up about his orders but have not received a response. If there are any other questions, please feel free to write us. Final Consumer Response /* (2000, 8, 2014/03/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am still disgruntled at the lack of effective communication avenues, including their near silence on Facebook. But they did make a good faith effort to correct the situation.

3/17/2014 Problems with Product/Service
3/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On January 12th 2014, I sent a gift card worth over $200 to Cardpool which is owned by the Blackhawk Network. In exchange for my gift card I am supposed to receive a check for an agreed upon dollar amount. After two weeks had gone by, I began regularly sending emails regarding the status of my payment. Every single time I sent an email I would instantly receive an automated response claiming that someone would follow up with me. After sending about eight emails asking about the status of my payment as well as a customer support number I finally began to research the company. I found out Cardpool was purchased by the Blackhawk Network in 2011. I searched for the Blackhawk Network's phone number and found it. Today, (February 10th 2014) was the first time I was able to speak to someone about my payment. I was told by ****** that there was nothing she could really do about it. I said, "You work for Blackhawk Network and Blackhawk Network owns Cardpool, can you at least give me a phone number for the subsidiary that your company owns?" She replied that she did not have access to a phone number. Nearly one month, eight emails, a disappointing phone call, and a lot of stress I find myself in the same spot as I started. I have not received payment, I do not know if or when I will, and I still cannot get anything other than an automated response to my emails. Product_Or_Service: Traded Gift Card for Cash Order_Number: Transaction #*******

Desired Settlement: DesiredSettlementID: Refund I believe that I should receive the full value of thistransaction. I sent a gift card worth $211.44 in exchange for a check worth $161.81 Do to the circumstances listed above, I believe Ishould be sent an additional check of $49.63 or a check for the full value of the gift card ($211.44) $211.44-$161.81= $49.63I think this would be fair of the Blackhawk Network and their subsidiary (Cardpool) to pay the entire value.

Business Response: Initial Business Response /* (1000, 5, 2014/02/14) */ We appreciate the customer notifying us of his concern and staying in touch with our support team. Our processing center has recently experienced a backlog in mail due to a higher than expected post-holiday volume. We have been working through the volume as quickly as possible and we reached this customer’s mail on January 28th. The check was mailed via USPS First Class. If the customer doesn’t receive the check within 3 weeks of the original shipment date, we encourage him to contact us directly so that a new check may be issued. We sincerely apologize again for the inconvenience this has caused, and if the customer has any further inquiries while the payment is en route, he may feel free to contact us at ********************. Final Consumer Response /* (3000, 7, 2014/02/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is the same automated email I have received at least a dozen times. I have emailed their support email on several occasions. They would know that if my complaint was actually read. Also, they would know that it has been over a month now not 3 weeks. Final Business Response /* (4000, 9, 2014/02/27) */ Since the customer has not received the check after 3 weeks of its shipment, we have treated the item as lost in the mail and cancelled the payment. A new check has been mailed from our bank with Wells Fargo and should arrive within 3-7 business days via USPS First Class mail. We sincerely apologize for the continued difficulty, and we encourage the customer to contact us directly if he experiences any further delays.

3/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Product not delivered. No response to inquiries. Charges already gone through on credit card. On March 6th, I paid for a $25 gift card that should've been delivered within 24 hours. It is now March 11th and I have still heard nothing, despite multiple inquiries to Cardpool. They have charged my credit card already and have my money. In addition, my order history does NOT show that any purchase was made. I can attest that my credit card has already been charged! My order number is: XXXXXXX

Desired Settlement: Because my giftcard was never delivered, I am seeking a full refund.

3/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought gift cards to receive electronically, received an email stating gift cards will be received with in 24 hours have not received them I purchased gift cards totaling almost $600.00 to be received electronically. These were purchased to be used on other time sensitive purchases. Received an email stating that we would receive the egift cards within 24 hours it has been past that time and we have not receive anything. Emailed the company and received a general email stating they are 2 weeks behind and explaining what to do about selling gift cards, this was a purchase not a sale. The gift cards are needed ASAP and they are stating we will not receive anything more until 2/21/2014. These were purchased on 2/15/2014. Asking for the immediate cooperation in receiving the gift cards or the immediate refund since that money is needed for time sensitive purchases. Need this fixed yesterday!

Desired Settlement: I would like the gift cards immediately emailed to me otherwise I need a refund immediately.

Business Response: Initial Business Response /* (1000, 5, 2014/02/25) */ We appreciate the customer bringing this issue to our attention. We received their order on February 15th, but unfortunately our processing center was behind with electronic orders. We sincerely apologize for the inconvenience that this caused. The order verification was completed on Feburary 18th and the gift card codes were delivered by email on February 19th. We have confirmed with Sears that the gift cards have been successfully redeemed at this time. Again, we're sorry for the problem on this order, and as a token of our apology, we have issued a Cardpool gift card for a future purchase with us. If there any further questions or concerns, please feel free to write us. Final Consumer Response /* (2000, 7, 2014/03/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was on a time crunch and barely made it to purchase the items I needed. I felt that I had to run through numerous hoops just to receive electronic gift cards that were guaranteed within 24-48 hours of my purchase. I had to call a number and answer questions just for them to process my purchase. Although the issue was eventually resolved, I do not feel they properly label things on their website, they should have an updated note that they are running behind on orders, they also should inform you that you have to call their business within certain hours, pray that someone will answer the phone or at least call you back that day. They also should inform people that when it is their first transaction with them that they need to verify that you are indeed the person making the purchase. So even though I do accept the response I feel that this company should change their policies or at least have them clearly stated on the website or even the emails after the purchase.

3/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On January 15th I mailed in 3 gift cards.A week later a get an email from them says they can no longer accept gift cards from me and never received $ January 15th is the day I sent in my 3 gift card to carpool who promised me compensation for each one. The first two were $30 gift cards to Gamestop and Walmart and the third one was to sears for $71.52. I was promised $27.30 for the walmart card, $24.90 for the Gamestop card, and $59.36 for the sears card. I thought the prices were pretty fair so i sent them in the mail on January 15th. On January 23th i revive an email from the stating that they can no longer accept gift cards from me and a week after that my pending transaction of gift cards disappeared. It is now February 3 and I still haven't received my checks or gift cards in the mail. If they won't accept my gift cards then I expect to receive them back in the mail so I can take my business else where. I have left them multiple emails and have tried to reach them by phone on many different occasions without any luck. I have sent in a gift card to them before without any problems and received payment. If I don't receive payment or my gift cards with the full amounts on them I will be forced to take this company to a small claims court. This is not what I would call a better business in anyway.

Desired Settlement: I expect to receive my gift cards back with the full amounts on them or a check for the full amounts promised.

Business Response: Initial Business Response /* (1000, 5, 2014/02/10) */ This customer's account was closed for risk reasons, so we were not able to accept their recent transactions. Their gift cards were mailed back on January 31st via USPS First Class mail. This type of mail usually requires 3-7 business days for delivery, but may take longer if the item is misrouted or must be returned to the sender. If the customer does not receive the mail item after 3 weeks, we encourage him to contact our customer support team at *******@cardpool.com and we will be glad to resolve the matter at that time. If there are any further questions or concerns, please feel free to write us. Final Consumer Response /* (2000, 11, 2014/03/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received the payments for the cards and I'm happy with the outcome. However, I won't be doing business with Cardpool again because of all the inconvenience they have caused for me. Final Business Response /* (4000, 9, 2014/02/27) */ Since the customer has not received the returned gift cards, we will proceed with the original payments for all three cards in order to compensate him for their value. We have issued checks to the original address on file, and they should arrive from our bank in North Carolina within 3-7 business days. If the customer does receive the returned gift cards at a later time, he will need to destroy them promptly, since we have accepted ownership for the card value. If there are any further concerns while the payments are en route, please feel free to write us.

3/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered an ecode Pottery Barn gift card on 2/19/2014 . It was supposed to be delivered in 24 hours and was not. I need a refund They don't respon cardpool. order number *******

Desired Settlement: I want them to credit my master card. They never even respond to my emails

Business Response: Initial Business Response /* (1000, 5, 2014/03/05) */ We sincerely apologize for the inconvenience this customer experienced using our service. A one-time verification was required for this order, but unfortunately our verification team encountered a higher-than-normal volume of calls at that time, which caused a delay for the order's delivery. A full refund was initiated for the order within four hours of the customer's request (February 21st) and should now be reflected in her credit card statement. We have also issued a Cardpool gift card to her email address as a further token of our apology. If there are any further questions or concerns, please feel free to write us. Final Consumer Response /* (2000, 7, 2014/03/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will never order from them again but they did offer an apology and credited my credit card. They also sent me a $10 gift card. They really should hire more people if they are going to encounter these problems.

3/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: This site is supposed to give you cash for gift cards within 7-10 business days, I sent mine in 20 days ago and have heard nothing!!! This site is supposed to give you cash for gift cards within 7-10 business days, I sent mine in 20 days ago and have heard nothing!!! Below are my transaction numbers... I have contacted customer service several times with NO RESPONSE! Transaction #******* - Transaction placed on Feb 03, 2014 These gift cards have not yet been processed. Standard mail usually takes 3-7 business days to arrive, but may take up to two weeks in some cases. Sephora Gift Card 1. Sephora Gift Card ($25.00). You'll earn $20.00 on your unwanted gift cards! Transaction #******* - Transaction placed on Feb 03, 2014 These gift cards have not yet been processed. Standard mail usually takes 3-7 business days to arrive, but may take up to two weeks in some cases. Saks Fifth Avenue Gift Card 1. Saks Fifth Avenue Gift Card ($101.00). You'll earn $83.83 on your unwanted gift cards! Transaction #******* - Transaction placed on Feb 03, 2014 These gift cards have not yet been processed. Standard mail usually takes 3-7 business days to arrive, but may take up to two weeks in some cases. Coach Gift Card 1. Coach Gift Card ($136.96). You'll earn $113.68 on your unwanted gift cards! Transaction #******* - Transaction placed on Feb 03, 2014 These gift cards have not yet been processed. Standard mail usually takes 3-7 business days to arrive, but may take up to two weeks in some cases. Bloomingdale's Gift Card 1. Bloomingdale's Gift Card ($25.00). You'll earn $20.75 on your unwanted gift cards! Transaction #******* - Transaction placed on Feb 03, 2014 These gift cards have not yet been processed. Standard mail usually takes 3-7 business days to arrive, but may take up to two weeks in some cases. Victoria's Secret Gift Card 1. Victoria's Secret Gift Card ($50.00). You'll earn $37.50 on your unwanted gift cards!

Desired Settlement: I would like payment for my gift cards!!! Do what your website states you will do!

Business Response: Initial Business Response /* (1000, 5, 2014/03/03) */ We appreciate the customer notifying us of their concern and staying in touch with our support team. Our processing center has recently experienced a backlog in mail due to a higher than expected post-holiday volume. We have been working through the volume as quickly as possible and we reached this customer's mail on February 27th. The checks have been mailed via USPS First Class and should arrive within 3-7 business days. We sincerely apologize again for the inconvenience this has caused, and if the customer has any further inquiries while the payments are en route, we encourage them to contact us at ********************. Final Consumer Response /* (2000, 7, 2014/03/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

3/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: stole my money they basically stole my money. never responded they took my money and never deliver the product dont buy. Order #*******

Desired Settlement: i just want my money back

Business Response: Initial Business Response /* (1000, 5, 2014/03/05) */ The customer's order was submitted on February 28th. Unfortunately, our risk assessment team has recommend that the customer's account be closed, so were not able to accept this order. A full refund was issued within two hours of the order's placement and will be reflected on the credit card used for this purchase within a few business days. Per our policy, we cannot disclose any specifics regarding our risk policies or the details of any account closures. If there are any further questions or concerns, however, please feel free to write us. Final Consumer Response /* (2000, 11, 2014/03/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response /* (4000, 9, 2014/03/10) */ The customer indicated his desired resolution to be a refund for this order, which was already issued in a prompt manner by our processing center. Per our previous correspondence, we cannot disclose any further specifics regarding account closures. Since the customer's desired resolution has been fulfilled and the customer indicates he still not accept this response, we have no further information to provide at this time.

3/10/2014 Problems with Product/Service
3/10/2014 Problems with Product/Service
3/10/2014 Billing/Collection Issues
3/10/2014 Guarantee/Warranty Issues
3/7/2014 Problems with Product/Service
3/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: The company has failed to deliver my electronic gift card. Numerous emails and calls go unanswered. My order (under my wife's account -- ******* *********) was made at about 12:45 PM EST Thursday. Order # ******* -- $318.35 for $357.70 in Home Depot gift cards. They said electronic cards processed within 24 hours. We got an email to verify the purchase shortly thereafter, tried to do it online, but there was a technical problem and it said it had to happen by phone. We left numerous emails and phone messages to call my wife's cell, but they still called the house, more than a full day later. In any event, the purchase was verified and we were told we would get the card that day and no later than Saturday morning. Nothing came. I emailed numerous times and got no answer. Called and called. Finally I got through to someone yesterday (Saturday) afternoon. She confirmed that the order had been verified, said they were behind in processing, and promised we would get the gift cards by the end of the day. I said I really needed them ASAP and she guaranteed we would get them. Well now here we are at past 6 PM Sunday and they still are not here. I gave them notice this morning that I would be contacting the BBB this evening if I still did not have my order. I bought these gift cards specifically to use to buy a new toilet at Home Depot. Mine is broken and I am literally just waiting for these gift cards to make the purchase. I would just cancel the order but they say electronic gift cards are non-refundable. So I now have no choice. If I go ahead and just buy the toilet I'll then have over $300 in Home Depot gift cards I don't need. I now see from Googling them there seem to be many people just like me complaining on Facebook and other sites. I don't know what is going on with this company, but they are touting their A+ BBB rating but seem to be having a customer relations nightmare. In this day and age of e-commerce, you expect online purchases to come through virtually immediately. Certainly nothing like this! And even worse I have been promised the cards several times only for them to still not be here.

Desired Settlement: I would like my gift cards immediately or cancel my order. I can't sit here in limbo not having the gift cards but then also having it be non-refundable. I am paralyzed by their incompetence.

Business Response: Initial Business Response /* (1000, 5, 2014/03/05) */ We sincerely apologize for the inconvenience this customer experienced using our service. Our processing center encountered a higher than normal volume at the time of purchase, which unfortunately caused a delay for this order's delivery. The order was completed on February 24th, and as a token of our apology for the inconvenience, a Cardpool gift card was issued to the customer on February 26th. For future orders, we would also like to kindly advise the customer that he may feel free to cancel an order he no longer needs by emailing ********************. While we do not accept returns on gift cards once they have been delivered, we understand that cancellations of orders are sometimes necessary and we'll be glad to provide that assistance prior to the order's shipment. We appreciate the customer bringing this matter to our attention. We do our best to provide a prompt and satisfactory experience to all of our customers, and we will be sure to keep this instance in mind as we continue to improve our service. If there any further questions or concerns, please feel free to write us. Final Consumer Response /* (2000, 7, 2014/03/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I think their customer service leaves a lot to be desired. I had to call and email repeatedly and kept being promised I would get the card. But in the end I got it so the matter is resolved.

3/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Misrepresented service an failure to comply with companies said procedures.. On January 24, 2014 i used Cardpool's advertised gift card sale program to sell my gift card from the retailer TjMaxx in the amount of $388.07 for a agreed payout by check to me in the amount of $291.05. Upon completion of said sale i was brought to a page displaying this message.. Thanks for using Cardpool! You earned $291.05 on your unwanted gift cards. Your transaction number is #XXXXXXX. We'll send you a check within 24 hours of verifying your gift cards and email you to let you know when we do. Please note that there may be a slight shipping delay due to heavy volume during the Holiday season. To complete the process, please mail your gift cards to: ********** ****** ** *** XXXXX *** ********** ** XXXXX For your convenience, we've created a prepaid shipping label and packing slip for you: Print Free Shipping Label and Packing Slip If you don't have a printer, you can also mail your gift cards using your preferred shipping method. We recommend using USPS First Class, USPS Priority, or USPS Certified Mail. Please include either the packing slip or a note with your name, phone number, and transaction number (#XXXXXXX), along with the following gift cards: 1. TjMaxx Gift Card ($388.07). After receiving your gift cards, we'll mail a check to: ******* **** XXXX Dr **** *****, ** XXXXX If you have any questions, please do not hesitate to contact us at *******@cardpool.com. Thanks and have a great day! The Cardpool Team http://**************** P.S. You can refer a friend and earn money at Cardpool! - See more at: http://******************************************************************************************************************************#breakdownI have emailed Cardpool an also try to contact them by phone at the number listed with the BBB to .... I mailed my gift card out the same night of January 24, 2014 to avoid any delays on my end of receiving my check because i was in need of the funds.. I have sent 5 emails to cardpool regarding my transaction and have been met with the automated message stating that someone will get back to me but never does... I am very disappointed in my experience because i was told good things about this company from a personal referral.. I refuse to be out of said funds because i have a child an would have loved to use my gift card on clothes for school versus just having it sit in the hands, trash can or account of some millionaire operating a business that showing signs of not caring about its customers.. I would be open to changing my review if situation is resolved respectfully

Desired Settlement: I am looking to receive payment for my gift card that has been sent to your company

Business Response: Initial Business Response /* (1000, 5, 2014/02/14) */ We appreciate the customer notifying us of his concern and staying in touch with our support team. Our processing center has recently experienced a backlog in mail due to a higher than expected post-holiday volume. We have been working through the volume as quickly as possible and we reached this customer’s mail on February 13th. The check has been mailed via USPS First Class and should arrive within 3-7 business days. We sincerely apologize again for the inconvenience this has caused, and if the customer has any further inquiries while the payment is en route, we encourage him to contact us at********************.

3/6/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I believe Cardpool has stolen my gift cards! I sent Cardpool my gift cards on or around 1/15/2014 and according to there website i should have received a check for $315.00 within 7 days. The transaction number is *******. on 1/28 i emailed them and said i had not received my check yet and gave them my transaction number. On 1/29 they emailed me and said that it is likely we received your cards but have not got around to processing them yet due to the high volume of cards received over the holiday. on 1/31 I received an email saying they "recently received" my mail but there was no gift cards in the envelope. Along with the email they sent a photo of one side of an envelope with a clean slice in the edge and told me they do not offer payment for cards they don't receive. looking at the photo I noticed that you can't see the return address, I have no idea if this was actually my envelope. I find it hard to believe that the Mail Man or someone else in the post office would slice open an envelope, remove its contents and still deliver the package. If someone in the postal service wanted the cards they would've just made the envelope disappear. Why does Cardpool not have a phone number? Did Cardpool file a complaint with there local post office? I firmly believe someone in Cardpool is involved in the loss of my gift cards.

Desired Settlement: I want my check for $315.00 or my Gift Cards

Business Response: Initial Business Response /* (1000, 5, 2014/02/10) */ This customer's mail was severely damaged upon arrival. Cardpool takes matter of mail handling and damaged envelopes very seriously, so our processing center reached out to the customer to notify him of the problem as soon as it was discovered. We provided the customer with the complete gift card numbers and pins, so that the customer could request the merchant and cancel and replace the lost gift cards as quickly as possible. It appears that the gift cards in this envelope were not secured within the envelope, so they shifted around during transit, causing the side of the envelope to tear open. We have attached another image of the envelope, since the customer indicated he was not satisfied with our original documentation. Since these cards are the customer's property, it is his responsibility to ensure that they arrive to us safely. If the customer has further concerns regarding the handling of his mail, he may feel free to inquire with the USPS directly. Unfortunately, we are not able to file a complaint with USPS on his behalf, as he has suggested. If he needs any information from us in order to do so, he may contact us directly and we will provide as much as assistance as we can. We are not be able to fulfill the customer's desired resolution of a check for $315, because, as we have previously stated to the customer, we do not pay for gift cards that we do not receive. We recommend that the customer request replacement gift cards directly from the merchant using the card numbers and pins that we previously provided. If there are any further questions or concerns, please feel free to write us. Final Consumer Response /* (3000, 7, 2014/02/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) 6 gift cards do not have enough weight to tear through an envelope on there own just by shifting around Final Business Response /* (4000, 9, 2014/02/14) */ First Class mail is subject to considerable stress during transit, especially given a distance of New Jersey to California. The envelope tore during transit and the gift cards were no longer inside upon arrival. The customer has repeatedly insisted to us that this occurrence is not possible and that gift cards ''weigh nothing at all.'' Unfortunately, gift cards have weight, which affects their handling in the mail. Unfortunately, the mail was damaged. We are not interested in further contesting that this is the case. We have documented the damaged mail and have offered to return it to the customer for his review. We have done everything within reasonable limits to help resolve the problem for the customer. We would also like to kindly remind the customer that Cardpool does not stand to gain anything from his mail being damaged on its way to us, which is why we provided the gift card information to him promptly, so that the cards could be cancelled and reissued. Given that the customer has not acknowledged our previously recommended solution or showed any intent to cooperate respectfully with our team, we have no further information to provide.

3/6/2014 Billing/Collection Issues
3/5/2014 Billing/Collection Issues
3/5/2014 Guarantee/Warranty Issues
3/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Sent cardpool $25 Applebee's gift card with another and was notified they did not receive it. I originally mailed a Subway and Applbees gift card ($25) to Cardpool.com in the same envelope. I then received an email from Cardpool.com, indicating the Applebee's gift card was not received with the Subway gift card. After, I confirmed the gift card still had it's original balance ($25), which it did. I then contacted Applebee's to cancel this card and reissue another. During this time, I received another email from Cardpool.com that they somehow received my original Applebee's gift card. I inquired with Cardpool.com to see if they noticed the envelope had been tampered with, or altered, however they reported it's their policy not to keep the envelopes. Up to this time, I continually checked the balance and it was still $25. As I did not mail the original Applebee's gift card again (it was mailed originally with the Subway card), I am confused on how Cardpool.com all of a sudden received the card with $00.00 on it. Again, they could not provide the envelope it came in as it's not their policy; I wanted to confirm on the envelope that it was not mailed by me or from my zip code, though this was not possible... I am very frusrated as well with their responses to continue to follow up with the vendor (Applebee's), however Cardpool.com provided me no support, explanation, or reimbursement for the gift card. I believe Cardpool.com is liable for the missing gift card and is playing games.

Desired Settlement: I would like an Applebee's gift card of equal or greater value of my original or a Cardpool.com discount for future purchases. I have used Cardpool.com in the past without issue, but after this happened to me and found online forums/blogs with similar situations, I feel Cardpool.com is at fault and shall be responsible for reimbursement.

Business Response: Initial Business Response /* (1000, 5, 2014/02/14) */ As we have previously stated to the customer, our records indicate that the gift cards arrived separately. We have also notified the customer that the reason that the envelope for his transaction was not retained was that it did not appear tampered with or damaged upon arrival. Due to the sheer volume of mail we receive each day, we do not retain envelopes unless they show tampering. On January 10th, we received one of the two gift cards listed in his transaction. We notified the customer of the issue and processed payment for the card we received. The Applebee's gift card arrived on January 27th, but had already been cancelled at that time, so it was returned to the customer. The customer created a new transaction for a like-value Applebee's gift card on January 31st, which we will be more than glad to process for a payment by check. If the card has been mailed it is likely backlogged with our processing center, due to a higher than expected post-holiday volume. We'll notify the customer as soon as we reach his mail and process payment for the reissued gift card. From our understanding, the Applebee's gift card was successfully cancelled and reissued, and the reissued card has been mailed and should be processed soon for the originally agreed upon payment. If this is not the case, or if the customer has any further concerns at all, please feel free to write us. Final Consumer Response /* (2000, 11, 2014/03/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response /* (4000, 9, 2014/02/27) */ Cardpool provided the customer with the gift card information for his Applebee's card on January 12th, in order to assist him in having the card reissued from the merchant. On January 31st, the customer reported that he successfully had the card value cancelled and reissued by Applebee's. Also on January 31st, a new Applebee's gift card was entered into our system for cashback, at the same rate (80%) as the original transaction. We processed a payment for the new gift card on February 20th, and the check is currently en route to the customer via USPS First Class mail. This check represents a full reimbursement for the customer's gift card. It is still our understanding that no gift card value has been lost. We do understand that the difficulty in this transaction has created a significant delay, and we'd like to offer the customer a Cardpool gift card as a further token of our apology. The code has been sent via email and should arrive to the customer's account momentarily. If there are any further concerns regarding this matter, we will be glad to address them so that the matter can be fully resolved.

3/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Received a Petco gift card with a zero balance. Unable to get Cardpool to refund purchase amount. I purchased a Petco $100 gift card from Cardpool.com on 2-6-2014. I received the card in the mail and attempted to use it at a Petco store. The card account was closed and had a zero balance. I check the Petco website and found the same result. I was mailed a bad gift card. I have emailed and called Cardpool 4 times in the last week with no response. The phone number ************** goes to a voice message telling the customer to use email. I emailed the support and claims email addresses with no response. I am asking CardPool to refund the $75 cost of the defective Petco gift card. My Order number is *******.

Desired Settlement: I am asking CardPool to refund the $75 cost of the defective Petco gift card. My Order number is *******.

3/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Order not delivered within promised time-frame. I made my purchase on 2/19/2014 at approximately 9:54PM. At 9:56PM on that same day, I received my order confirmation email indicating from the company that they will email to me my "electronic or mobile gift cards within 24 hours." My order number is #******* in the amount of $85.00 via debit card. It has been over the 24 hour time-frame, and I still have not received my purchase as I was told I would. I was not able to get a hold of anyone on their Support staff throughout the entire day. I have tried to call their "Service" number (***) ********, but it goes straight to an automated message indicating that their Support staff can ONLY be contacted via email. I have sent emails to their support center (********************) at the following times: 2/19/2014 at 12:04PM PST, 9:13PM PST, and 10:01PM PST I have not received any response, and the automated response email from the company indicates that they are "backlogged" and "will try" to respond. Prior to this late/no arrival of my purchase, I had unfortunately placed another purchase at approximately 12:00PM PST on 2/20/2014, and received the order confirmation at 12:01PM PST (order number #******* in the amount of $159.32 on credit card). I have no reason to believe this order will be received within the 24 hour time-frame as promised, which is why I am mentioning it as well now. The lack of support and customer service from this company is completely non-existent, I question if they even exist. The funds were immediately debited from my credit card, yet I have no indication of where my purchase is. My purchases are for electronic gift cards, which they specifically state in the order confirmation emails as well as market throughout their site that delivery for these types of purchases are WITHIN 24 hours. Yet this clearly is not the case, and it is impossible to get a hold of anyone to check on the status of the order. It is false advertising in its finest, not to mention, a scam, as I would NOT have made the purchase to begin with had I know it would take longer than 24 hours for delivery.

Desired Settlement: I am demanding immediate delivery of my purchases, as well as a refund or credit for the inconveniences associated with: their false marketing of "delivery within 24 hours" and the lack of customer service/communication from their support team.

Business Response: Initial Business Response /* (1000, 5, 2014/03/03) */ We appreciate the customer notifying us of her concern. Unfortunately, our processing center was experiencing a higher-than-normal order volume and was not able to fulfill the purchase in our usual 24-hour timeframe. We received the customer's requests to cancel both of the orders in this case, and full refunds were processed on February 21st. We sincerely apologize for the unusual delay in this case. We greatly appreciate the feedback on these orders and we will be sure to keep this circumstance in mind as we continue to improve our service. If there are any further questions or concerns, please feel free to write us. Final Consumer Response /* (2000, 7, 2014/03/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund was received, despite the company's lengthy response time.

3/4/2014 Problems with Product/Service
3/3/2014 Problems with Product/Service
3/3/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Cardpool has NOT sent me my check yet. Its been over a month and this is a statement from their website:We'll send you a check within 24 hours of receiving your gift cards. Such a disappointment. When you e-mail them you get an automated response and nothing more. I want my money or gift cards back! Transaction #******* Sent them at the end of January.

Desired Settlement: I want my check or my giftcards returned!

Business Response: Initial Business Response /* (1000, 5, 2014/02/27) */ We appreciate the customer notifying us of their concern and staying in touch with our support team. Our processing center has recently experienced a backlog in mail due to a higher than expected post-holiday volume. We have been working through the volume as quickly as possible and we reached this customer's mail on February 20th. The check has been mailed via USPS First Class and should arrive within 3-7 business days. We sincerely apologize again for the inconvenience this has caused, and if the customer has any further inquiries while the payment is en route, we encourage them to contact us at ********************. Final Consumer Response /* (2000, 7, 2014/03/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

2/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Its been 24 hours and no ecard please refund my purchase or give me the card!! #******* Its been 24 hours and no ecard please refund my purchase or give me the card!! #*******

Desired Settlement: Its been 24 hours and no ecard please refund my purchase or give me the card!! #*******

Business Response: Initial Business Response /* (1000, 5, 2014/02/14) */ We received the customer’s order on February 5th. At that time, the customer should have received a follow-up email with the subject “Verification Required For Your Cardpool Order.” In order to prevent identity and credit card theft, we sometimes require a one-time verification process for accounts. We did not receive a response to this email after 24 hours, so one of our verification specialists tried reaching out to the customer by phone to verify the order. We did not receive a response to the phone verification. The customer emailed our support team requesting to cancel the order on February 7th. His refund was processed in full later that morning. The customer was notified of his full refund on February 7th. We apologize for the inconvenience this customer experienced using our service. Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protection. We take our customers’ security very seriously and our verifications are an important part of that process. If there are any further questions or concerns, please feel free to write us. Final Consumer Response /* (4200, 11, 2014/02/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Im leaving this case open so others will be aware of the lack of customer service. Although you refunded my money you did not deliver on the product and service you claim to offer. In this day and age it bothers me when an online company deliberately hides from customers.If you operate with these types of deceptive practices you would be capable of anything in my opinion. Final Business Response /* (4000, 9, 2014/02/27) */ We issued a full refund to this customer's credit card on February 7th. We have also previously offered our sincere apologies for the difficulty and inconvenience that he experienced using Cardpool. We do our best to verify all new accounts as soon as possible, and we appreciate the feedback the customer has provided; we will be sure to keep it in mind as we continue to improve our service. Since we have fulfilled the customer's desired resolution and he has indicated that he still does not accept this response, we have no further information to provide at this time. If there are any additional concerns or inquiries, please feel free to write us.

2/27/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Late delivery of mobile gift cards. The website promises a 24 hour delivery, but my order is not delivered even after 48 hours. Order Date 02/07/2014 Order #XXXXXXX Order amount $4458.88 Ordered $4900 worth of Lowe's Gift Cards The website as well as the order confirmation email promised this: We'll email you with your electronic or mobile gift cards within 24 hours. Your order number is #XXXXXXX and you have been billed for the amount of $4,458.88. I got a call from them on 02/08/2014 morning (phone number XXX-XXX-XXXX around 11:06 AM PST) for order verification. I provided the details that they asked, and at the end of the call I was told that the purchase is approved and will be forwarded to the processing department. I was also advised that I should be getting the gift card codes by the end of the day 02/08/2014. It has been more than 24 hours since I got the verification call, and 48 hours since the order was placed. I have not yet received the gift cards. I need the gift cards to purchase appliances worth $5000 at Lowes. Lowes has a promotion that runs till the 10th, where I get $600 back on this purchase. Any later, and I will be losing this promotion. The only reason I ordered through cardpool was because they promised delivery within 24 hours and are owned by the group that owns Safeway Inc. They have not been able to keep up the promise, and on top of that they are not responding to emails (even though their website lists a 24x7 email support). They should never promise on something that they cannot deliver on.

Desired Settlement: Either of these two: 1) Process the order and deliver by 12PM PST 02/10/2014. 2) Cancel the order if they cannot deliver by 12PM PST 02/10/2014. On top of that, they need to reimburse me $441.12. This is the amount that I would have saved had I got the gift cards on time. I will be placing my order at Lowes after 12PM PST 02/10/2014, they should not be sending me the gift card codes after that. I would then be saddled with gift cards I have no use for. Reason for asking for $441.12 in addition to purchase price refund: Because they have been unable to keep up their promise and have caused me an issue where I cannot even go with other discount gift card providers (Gift card Zen for one), they should compensate me 9% to 10.1% of the gift card purchase price (being the discount offered by cardpool and giftcard zen respectively) in addition to the refund. So at a minimum they should be refunding me $441.12 more, which is what they claim has been saved by me by purchasing gift cards from them

Business Response: Initial Business Response /* (1000, 5, 2014/02/14) */ We appreciate the customer notifying us promptly of his concern. Our processing center had been experiencing a higher than normal volume of orders, and we sincerely apologize for the inconvenience that the delay caused in this case. The order was delivered on February 10th, and since the customer indicated that he no longer had a use for the gift cards, we made an exception to our policy and offered a full refund after the order was completed. The refund will be reflected in his credit card statement within a few business days. Unfortunately, we are not able to offer a refund of 109% of the purchase. We processed a full refund of the order within 4 hours of the customer’s request, in exception to our usual policy. If there are any further questions or concerns, please feel free to write us. Final Consumer Response /* (4200, 11, 2014/02/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response is no different than their initial response, and my stand is no different either. They failed to deliver on time, they failed to respond to my phone calls and email on time, caused me a lot of stress trying to figure out my options with the appliances, posted the payment to my credit card even before they delivered the order (thereby reducing my spending limit). The 9% premium that I am asking is the least. If they cannot resolve this I am considering legal options so that they can compensate me for all the stress that I went through. If they cannot add anything new to their response, can they please not respond? + My original claim was on a late order delivery. Their response is about how fast they did a refund. Not sure why they choose to ignore the original complaint. Final Business Response /* (4000, 9, 2014/02/25) */ The customer was issued a full refund for this purchase, promptly upon request. Our policy does not permit refunds in excess of 100%, so we will not be fulfilling his request for an additional $441.12. If there are any further concerns, please feel free to write us.

2/27/2014 Problems with Product/Service
2/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After several attempts for an explanation, and better than three weeks since shipping, I have not received what was agreed upon. On January 24th, I shipped five gift cards to Cardpool using the shipping label provided. The e-mail indicates that 3-7 days is generally the arrival time, but sometimes could take "up to two weeks." Since it's nearly $1,000 in gift cards, I became concerned when two weeks came and went and reached out for an explanation. Cardpool told me that they've "probably received" my shipment, but that they're behind due to the holiday, which I can sympathize with to some extent, but it should absolutely not take three weeks or a month to process an order that was "up to two weeks" in an official e-mail. I alerted them that I was concerned this issue may be a scam, and not "just" simple inability to follow through on their promise to exchange unwanted gift cards for -- in our case -- Amazon credit. I mentioned that if our order wasn't processed by the 12th, that I'd be alerting the Better Business Bureau. The response I received indicated that they're still two weeks behind and that we should have our order completed by the 21st. My concern is that we've been taken. $1,000 isn't just a few bucks and I'm not asking for anything special -- only what was agreed upon. I don't have any confirmation that they've received the cards (in retrospect, I should have gotten tracking information but since that wasn't offered by Cardpool, nor part of their pre-printed shipping label, I was concerned that it would not be allowed). It shouldn't take this long to process the company's promise -- post-holiday crunch or not. Further, if it's going to take longer than two weeks, perhaps "up to two weeks" shouldn't be promised. All I want is for the order to be processed and go on my way. I don't want them to return my cards "once they turn up," as was offered in the first e-mail response from customer service. That option does me no good -- except to go to another gift card exchange company, and start over. That's not ideal... it's already been three weeks. Our transaction number is #*******.

Desired Settlement: Like mentioned above, all I want is what was promised and that the company claims to deliver. The BBB rating indicates that they AREN'T scamming me out of $1,000 -- but there's been nothing in my experience with them as a customer that would lead me to believe that so far. The post-holiday busy period would be a valid response if it weren't mid-February.

Business Response: Initial Business Response /* (1000, 5, 2014/02/25) */ We appreciate the customer notifying us of his concern and staying in touch with our support team. Our processing center has recently experienced a backlog in mail due to a higher than expected post-holiday volume. We have been working through the volume as quickly as possible and we reached this customer's mail on February 15th. The customer's Amazon.com gift card payment was delivered by email that afternoon. We sincerely apologize again for the inconvenience this has caused, and if the customer has any further inquiries, we encourage him to contact us at ********************. Final Consumer Response /* (2000, 7, 2014/02/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

2/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Safeway gift card buy back: Safeway has a program to buy back gift cards in stores using Cardpool, a company Safeway bought. I sought to sell gift cards from Target, Best Buy and Guess. The prices Safeway offered were a complete ripoff, well below industry averages, and before I went to the store I called the national Safeway customer service and gift card numbers and was given grossly incorrect information. I asked specifically if the prices within Safeway were comparable to posted Cardpool prices without extreme additional fees and charges and was told prices would be comparable without extra fees. That turned out to be incorrect. I had to ....make three visits to Safeways because the first one they said the machine was out of order, the second one they said there was only one person with the code to enter the transaction who was not present. The third trip I spent 45 minutes with the customer service store rep who had to find the code and learn how to do it. Much wasted time, net net close to 3 hours wasted time. For a $95 Guess Card, when listed prices at other sites including cardpool quoted approx. $76, Safeway offered $56, a huge percentage ripoff. For the Best Buy $30 card Safeway offered only $21. The only card I did sell was Target totaling $45 of value which Safeway only paid $33.75 when market value was $40. Safeway employee was asked to process them all together, but mistakenly processed Target first, so once I learned the other quotes were so unfair I could not give back the money and get back the gift card.

Desired Settlement: 1. I should receive back the difference in fair market value for the Target card and some modest compensation for the value of my time after I contacted Safeway Card department and was given false information about the price structure which I sought in good faith before taking the time to visit the stores. Wasted nearly three hours of my time. Had I been told a reasonable approximation of the true price structure I would never have gone to the store with prices that offensively low. Since that day (last Saturday) I have made 7 separate calls to Safeway (District Manager, who did not return calls), the gift card department and the customer service department. There was not one of these employees who could help at all, either they didn't return the call or they sent me to another department that was not helpful. I also filled out the ethics complaint form on the Safeway website. 2. Safeway should be required to publicly disclose its pricing policy in advance, especially to customers who inquire in good faith in advance, and especially since Safeway prices are so egregiously below industry average. Personally I believe no company should be allowed to pay such scandalously low, ripoff prices for gift cards. If they do charge these prices, customers should be told in advance, especially when they inquire, honestly and in good faith. No customer should have to make three store visits and 7 phone calls regarding prices that qualify as a scam that no intelligent and informed customer would agree to. Shame on Safeway for abusing customers this way. Safeway should sell Cardpool, especially I gather I was one of a small number of customers in this area who even tried to use it, and found it offensive and unethical in the prices it offered to customers and the false disclosures from those I asked. ***** ********

Business Response: Initial Business Response /* (1000, 13, 2014/01/17) */ Cardpool and our partner in Safeway offer different payout rates based on the different business channels. Online payouts can differ from retail (Safeway) payouts for a variety of reasons. In short, these are essentially different services - the Cardpool requires customers to mail cards in before being paid or to enter in card details for instant payout at a lower rate. The Safeway service solution pays cash on the spot for an acquired card. This difference is one reason why payouts can vary. Second, while we sympathize with any frustration he may have experienced with Safeway customer service, Cardpool exchange rates are offered publicly online through our site as well as many informational sites that aggregate our rates and compare to others. In addition, exchange rates at our Safeway locations are offered ahead of any transaction so the customer always has the right to decline the transaction if was not content with any exchange. Cheers, **** Director of Business Development Final Consumer Response /* (3000, 20, 2014/02/07) */ Safeway offered me approximately $56 dollars to buy a Guess card with a value of approximately $95, while every other buyer, including Cardpool, offers more than $70. I have a direct question for Cardpool: does Cardpool require Safeway to offer only $56 for the card? Does Cardpool set the rate for a card bought by Safeway from a customer? Or does Safeway set the rate? Please provide