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San Francisco Bay Area and Northern Coastal California

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Cardpool.com (Headquarters)

PO Box 77205, San FranciscoCA 94107-0205View Additional Email Addresses

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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 07/31/2012

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 16 factors. Get the details about the factors considered.

Factors that raised Cardpool.com's rating include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 279 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Customer Complaints SummaryRead complaint details

279 complaints closed with BBB in last 3 years | 201 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues23
Billing / Collection Issues18
Delivery Issues131
Guarantee / Warranty Issues11
Problems with Product / Service96
Total Closed Complaints 279

Additional Complaint Information

BBB's business review for Cardpool, Inc. was created in May 2011. A recent review of this company's complaints was done in August 2014. Consumer complaints state that consumers purchase gift cards online and are charged immediately, but do not receive them in one business day as is the stated company policy. Some consumers state they receive their purchased gift card, but it has a $0 balance and they are unable to use the purchased card. Consumers also state they are unable to reach anyone in customer service to find out the status of their card.

Cardpool responded to the above concerns from the BBB by providing the following:

* To protect our customers we verify their information to confirm the person listed on the transaction is the person who is buying a discounted gift card from us in the online channel. This verification process may sometimes delay completing the transaction. This is an extra step we take sure ensure our customers information is safely used and our customers appreciate the measures taken to prevent fraud.

* Cardpool.com connects gift card holders to create a gift card exchange marketplace where customers can buy or sell their unused or unspent gift cards easily and safely. Sometimes when someone sells a gift card to us they may use it afterwards. As part of our Cardpool Purchase Guarantee we guarantee the gift card will work at the merchant for the dollar amount specified in the order. We verify balances on gift cards before we sell them to reduce the risk that a card is sold that gets used by the person who originally sold it to Cardpool. We are committed to making our customers happy by offering the highest level of service possible - If they are not satisfied with their Cardpool purchase we review the transaction to confirm that the purchases on the card were unauthorized, and upon confirmation we issue refunds to the customer. The Cardpool Purchase Guarantee is subject to the terms and conditions in our Terms of Use Agreement which are on our site.

* To help us better manage our business and provide gift cards to our customers at a low cost, 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, including through various customer service tools and channels.

Customer Reviews Summary Read customer reviews

0 Customer Reviews Customer Reviews on Cardpool.com

Customer Experience Total Customer Reviews
Positive Experience
Neutral Experience
Negative Experience
Total Customer Reviews 0 Customer Reviews

Additional Information

top
BBB file opened: 05/31/2011Business started: 05/29/2003
Type of Entity

Corporation

Incorporated: December 2009, DE

Contact Information
Principal: Mr. Anson Tsai (VP/GM)Customer Contact: Ms. Candice Blackmon (Director of Operation)Mr. Alexander Hsu (Business Development)
Number of Employees

35

Business Category

Internet Selling Services

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.

Hours of Operation
Mon: 09:00 AM to 05:00 PMTue: 09:00 AM to 05:00 PMWed: 09:00 AM to 05:00 PMThu: 09:00 AM to 05:00 PMFri: 09:00 AM to 05:00 PM
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
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As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.