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GiftCards.com LLC

Additional Locations

Phone: (877) 944-3822 Fax: (412) 539-1042 View Additional Phone Numbers 495 Mansfield Ave, Pittsburgh, PA 15205 http://www.giftcards.com View Additional Web Addresses

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Description

This company sells VISA and MASTERCARD pre-paid gift cards online.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that GiftCards.com LLC 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 the rating for GiftCards.com LLC include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 94 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

94 complaints closed with BBB in last 3 years | 50 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 15
Billing/Collection Issues 12
Delivery Issues 17
Guarantee/Warranty Issues 0
Problems with Product/Service 50
Total Closed Complaints 94

Additional Information

top
BBB file opened: February 15, 2000 Business started: 01/01/1999
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Jason Wolfe, C.E.O. Mr. Ray Bilbao, COO and General Counsel Mr. Doug Blasiman, CFO
Contact Information
Principal: Mr. Jason Wolfe, C.E.O.
Related Businesses
GiftCards.com LLC
Business Category

INTERNET SHOPPING ADVERTISING SPECIALTIES INTERNET SERVICES

Alternate Business Names
Mycoupons.com Omni Prepaid LLC SwapAGift Wolfe.com LLC WRL.com LLC

Additional Locations

  • 495 Mansfield Ave

    Pittsburgh, PA 15205 (877) 944-3822

  • 681 Andersen Dr  Ste 6

    Pittsburgh, PA 15220

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

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Additional Phone Numbers

  • (866) 739-4914(Phone)
  • (412) 291-1327 (Fax)
  • (412) 921-7345 (Fax)
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Complaint Detail(s)

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

Complaint: I had sold 3 **** ***** gift cards on GiftCards.com on December 7, and within 24 hours of the sale I had received confirmation and verification for all 3 of the cards stating that they had the proper amount(sold for $54.26, $92.73, and $92.63) and the next step was the payout(Transaction ID ******). I had chosen to input my codes online and opted for the ****** payout method. Within a few days(, I had received payment in the amount of $54.26(Confirmation code: ***************** ****** Transaction ID: ****************** which was only for one of the gift cards out of 3. After two days, I decided to contact them, reaching out to their customer service by phone. I've noticed that their customer service is very lacking, and at times I questioned the validity of the rep that I was speaking to. After explaining the situation and requesting the rest of the payments, all I got was a Customer Service Ticket Number (************). I was instructed to wait two more days, as I would receive payment by then. On the second day, I received another email from them stating that my ticket had been resolved, requesting that the remaining payment will be sent to ******* Today is the 3rd day and after receiving nothing, I decided to contact them again, once and for all. After going through the motions, all I got was another ticket #************. I am upset the with your Customer Service and how long everything takes with this company. I don't understand why they would only pay me out for one of the cards, when all 3 of them were in the same transaction and all had been verified of the correct amount. Either this company is a scam or their services take a really, lengthy time.

Desired Settlement: I would like full and complete payout for the remaining amount of $185.36 that this company owes me for the remaining 2 gift cards that I sold to them.

Business Response: Thanks for allowing us to look into this issue for you. The initial email to which you refer was not a notification that your cards had been verified. It was simply a notification that your cards had been received. There was an issue that did cause a delay in the processing of your final payment. After some research a payment in the amount of $185.36 was processed via ****** on 12/15/2014. ****** confirmation number is ******************

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

Regards,

***** *****

12/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm writing with complaint regarding ticket # ******, as I spoke with representative on 12/3 to inquire card suspend and advised will have to submit to compliance for review and lift of suspend. However, I was advised today no record of conversation and ticket closed on 12/3 did not pertain to suspension of card. Upon review of my notes, I located the ticket number provided. In addition, I spoke to a representative on 12/4 whom provided unsatisfactory customer service and advised she was the supervisor and there was nothing that could be done besides wait to hear from the compliance department. As of today, issue is not resolved.

Desired Settlement: Request card suspend removed immediately and direct contact by phone from a supervisor or manager.

Business Response: Thanks for reaching out to us. We do apologize for any inconvenience this may have caused. Our Compliance team has reviewed your request to have the suspension removed from the card. We
notified you of this earlier this morning. The card will need to be reactivated before use. Please call *** *** **** and follow the prompts to reactivate your card using our automated system.

 
Thanks.

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

Regards,

****** *****

11/20/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On September 12, 2014, I sold a gift card from ******* ********** in the amount of $200 to Giftcards.com. On September 17, I received 3 separate e-mails stating that the gift card had been received, verified, and a check was on its way in the amount of $162. In the e-mail, it is stated that I should receive the check within 5-7 business days. On October 2nd, 2014, 11 business days after the check was supposedly mailed, I still had not received it and called their customer support. I spoke with a representative who then gave me a ticket number, ************, and I promptly received another e-mail stating the issue was resolved, and that I should count Sept. 18 as the start date for the now 7-10 business days. On October 14, now 19 business days later, I still had not received payment and called again. I had a very similar experience, I was given yet another ticket number, ************, and another e-mail stating it had been resolved. It is now November 3rd, counting from Sept. 18, 31 business days have passed, not including weekends and Columbus Day. I just got off the phone with their customer service for the 3rd time. Instead of another ticket number, I was re-directed to a different department where I was told the accounting department would check to see that the check had not been cashed, and then mail a new one. I am hoping that I will be receiving this check soon, but after what I have experienced, I don't think I will.

Desired Settlement: If I do not receive the check in a timely manner, I would like to be reimbursed in full for the $200 gift card I sent in almost 2 months ago.

Business Response: I received the following response from our Director of Customer Service:

This customer submitted a
merchant gift card for ******* ********** with a value of $200 to sell us in
exchange for a payment to be issued by check in the amount of $162.00 (Transaction
# ******). The card was received and the value of the card was verified. On
9/18/2014 we mailed check# ***** to the address they provided (*** ********
**** ****** ** *****). That check was returned to us by the United States
Postal Service as “Return to Sender, Vacant, Unable to Forward”. We contacted
the customer and they verified that the address we sent the check to is
correct. That check was mailed to the same address via USPS First Class Mail on
11/4/2014 and according to the information provided to us by the United States
Postal Service it should be delivered within 7-10 business days. We did exactly
as outlined during the process of the customer creating a transaction and we
have communicated with her every step of the way.

11/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i was encountering an error message on the website last week when i tried to complete selling my gift cards online. it was for a * **** $25 git card. this error occurred after i already sold 11 gift cards on the same account. on wednesday 11/5/14 i was promised a call back within 48 hours but no one called me. the poor customer service is getting me annoyed. i want this technical error resolved. the message i'm encountering is We're sorry, but our system identified some irregularities with the information in your submitted information. For security purposes this sale transaction has been canceled. i received a call today and this rep also said she will call me back, but no one got back to me. instead, i received an email stating that THE TICKET WAS CLOSED!! customer service claims that the information i enter on the website is incorrect, however i feel it's something related to a block on my account. i want to be able to continue selling more gift cards but i'm not able to util this concern is cleared.

Desired Settlement: i must have a tech support agent call me asap.###-###-####

Business Response: Our Compliance team has reviewedthis customer’s account with us and found that there have been irregularities with the information provided. The customer has provided varying information on multiple transactions that did, and in fact continue to cause concern and raise flags. We have decided, as is our right, to no longer purchase cards from this seller. We do apologize for any inconvenience that this may cause, but do have a right to decide if we want to continue to purchase cards or codes from a particular seller.

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

Regards,

***** ****

11/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Hello,I sold a $35 ****** gift card to the company for $32.55 on 10/8/14. I never received payment and contacted them on 10/30/14. They emailed back saying that they will not be using the gift card and will not be sending payment. I went to re-add the ****** gift card to my ****** account on 11/1/14, and the balance was already drained out of it. The company's system already sold it to another buyer who used it, and the company hasn't sent me payment for it.Thank you for your assistance.

Desired Settlement: I would like payment for the sale for the amount of $32.44 as indicated on the sales receipt.

Business Response: Thanks for reaching out to us.
This code was received by us on 10/7/2014. The customer intended to sell this
$35.00 ****** code to us for a PayPal payment of $32.55. Upon receipt of the
code, we contacted ****** and found that the code did not meet all of our
guidelines and was declined. We never even placed the code on our website for
sale. We most certainly did not sell the code to anyone else. This code was not
used as a result of sending it to us. We simply rejected the purchase of the
code and notified the customer as such. The claim that the code was depleted by
us is simply not true. We never placed the code for sale. Again, the purchase
of this code was rejected by us for not meeting our guidelines. We did not
purchase nor sell this code.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I checked the balance prior to selling it to giftcards.com. Giftcards.com did not even notify me that they were not accepting the code until weeks after when I contacted them myself about why I didn't receive payment. It was fine that they rejected the code, but when it was depleted when I checked it. Giftcards.com was the only entity with the code, when it was full. Somehow it got depleted by giftcards.com.

Regards,

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

10/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a discounted *** ****** gift card from giftcards.com. The site advertised it as a "gift card." The product I received was not a gift card; it was a merchandise credit. Per *** ******'s policy, merchandise credits are only allowed to be used in store. I was planning on purchasing items online so this was the first problem. Second, and most importantly, merchandise credits are only allowed to be used by the person it it issued to. The salespeople at *** ****** check ids when merchandise credits are redeemed; therefore, I cannot use this merchandise credit at all - neither online nor in the store. Giftcards.com agreed to refund my purchase if/when I shipped the gift card back. I called customer service to let them know I would not be paying for the return shipping because the had sold me a product which I could not use. They informed me that I had agreed to their terms and conditions when I purchased the gift card and that it was my responsibility to return the gift card if I had an issue with it. Why should I be responsible to pay the return shipping when giftcards.com sent me the wrong product (I purchased a gift card, not a merchandise credit) that I cannot use?? I requested to speak with the manager and he was completely rude and dismissive and wouldn't even let me state my opinion. He just kept talking over me. I believe his name was ***. I am so completely disgusted with this situation and with the way I was treated by customer service. I will never purchase an item from giftcards.com again.

Desired Settlement: I want a prepaid shipping label to be provided for the return of the merchandise credit card which I cannot use.

Business Response: Thanks for reaching out to us again. At the time you placed your order, we provided very specific information to you relating to our Refund/Return policy. We always honor our guarantees 100%. This information was agreed to, by you at the time you made your purchase. We specifically indicated that You may return any discount gift card purchased for a full refund minus any applicable shipping costs within 1 year of your purchase.  This policy ONLY applies to physical gift cards that are shipped to you. Discount gift codes or egift cards that are sent electronically cannot be refunded or exchanged.  Please review our acceptance criteria listed below before returning your gift card(s).

To request a refund, please follow these simple steps:

Please email us with your request at refunds [at] giftcards.com.  Be sure to include your name, invoice number, and a reason for your request. Ship your card(s) back to us at the below address.  Be sure to use a
trackable shipping method such as FedEx, UPS, or USPS Priority Mail.  Please include your contact information and invoice number along with your gift card(s).

Ship to:

GiftCards.com

Attn: Customer Service

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

Acceptance Criteria for Refunds

Please ensure that the discount gift card you are returning meets the following criteria in order to receive a refund:

The gift card has not been damaged in any way
The card has not been used to make any purchases since the original purchase date
The full balance that was on the card during the purchase remains unchanged
You will not retain the gift card number and attempt to use the card after its been returned

Once we have verified that your returned gift card(s) meet our acceptance standards, a credit will be put back on your credit or debit card 10 days after we’ve received your shipment and put it back into inventory.

GiftCards.com is not responsible for any loss, damage or failure of delivery of your gift card return.

Our Goal is always to “make ‘em smile” so, as a one time courtesy, when you return your item to us via USPS Delivery confirmation which will cost a total of $7.45 and provide tracking information, we will reimburse you with a Visa Rewards card to offset your expense. This would be a one time courtesy that we are willing to extend.

 

Thanks again and we appreciate the opportunity to assist.

Consumer Response: I apologize; I did not see that giftcards.com had offered to resolve this complaint by issuing a credit for the shipping charges.  I would like to close this case at this time then.  My tracking number is **** **** **** **** **** (USPS).  I find it sad that I had to bring this issue to the BBB for resolution; however, I am happy that the merchant finally admitted their wrongdoing and corrected it.  Thank you.

10/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I RECEIVED A GIFT CARD AS A GIFT I DID NOT ACTIVATE THE CARD UNTIL 10/2014, AS IT WAS A GIFT AND I DID NOT MAKE THE PURCHASE, I DID NOT ACTIVATE THE CARD WHEN I WENT TO ACTIVATE THE CARD, IT HAD A ZERO BALANCEI CALLED CUSTOMER SERVICE AND WAS TOLD THAT I WAS RECEIVING A MONTHLY SERVICE FEE.AS THE CARD WAS A GIFT AND NEVER ACTIVATED BY MYSELF, I WANT TO HAVE THE ORIGINAL BALANCE OF $50 PUT BACK ON THE CARD

Desired Settlement: I WANT THE $50 REFUNDED BACK TO THE CARD OR I WILL ALSO BE FILING A COMPLAINT WITH VISA

Business Response: I received the following response from our Director of Customer Service:

Thanks for reaching out to us.
We appreciate the opportunity to address your concerns. At the time the
purchaser of this card placed their order, they agreed to all terms and
conditions that apply to the card. The inactivity fees are clearly outlined within
the terms and conditions that they agreed to. Whether or not a card has been
activated, we must continue to monitor and update the card information. We
incur expense to do so and that is where the inactivity fees come in. These are
legitimate fees that were agreed to upon the purchaser placing the order.
Having said that, our goal is always to “make ‘em smile”. As a one time
courtesy, we have approved a refund for all inactivity fees that have been
applied to this card. That refund will be processed by our Accounting team
today and will appear back to the card within the next several days. Please
note that you must use the card for at least one transaction per month to avoid
future inactivity fees. We are happy to offer this one time courtesy for you
and again, we appreciate the opportunity to address your concerns.


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

9/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: How does this company advertise to sell gift cards to my store without ever contacting me, as the owner, I don't even take gift cards at my store. **** ***************** ****** *****

Desired Settlement: I would like an answer to the question...from the BBB as well as the gift card company.

Business Response:

Thanks for allowing us the opportunity to clarify some misconceptions. We are in no way selling gift cards on your behalf. We do have a product line wherein we partner with businesses and offer the opportunity to have gift cards created and used specifically at your store, but those are only merchants with which we have a very specific agreement. We do list, most merchants located within the United States. We do so to encourage our customers to use the prepaid gift cards they purchase from us at merchants in their communities. We sell open loop prepaid ******** gift cards. Those cards can be used anywhere that ******** cards are accepted. We then encourage our customers to use those cards at local merchants like yourself. As a  side effect, that also provides free advertising for your business on the world’s largest and best gift card site. We did check our records to see if you have ever contacted us to express concern and we found no attempts to reach out to us whatsoever. Had you contacted us we would have been happy to explain our product and gladly, had you requested it, removed your business from our site. Given the concern you have expressed in this posting to the BBB, we have gladly removed your business from our site and, effective immediately, will no longer recommend your business to the hundreds of thousands of visitors to our site each month. Thanks again for the opportunity to clarify our product.

9/3/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed my second order with this company on July 14, 2014, order number *******. I shipped this gift card directly to the recipient. However nearly a week after the expected delivery date the card was not delivered. I contacted the company to advise them and ask them to simply cancel the card and re-send because as I had stated in a call to them previously I suspected something was wrong. The recipient lives outside of St. Louis, MO which is a huge postal hub and I would think it would make it much quicker than the 5-10 day verbiage. So the rep ensured I would incur no cost and she could do that and stated I should receive an email within 24-48 hrs. I did receive an email, but I would incur a cost of 4.95 + shipping it again even though verification had been done that there had been no activity on the card. I was baffled that I would have to pay for something twice in which I hadn't received. So the rep I questioned then transferred me because I told her I was thinking there would be no charge. The next rep then sarcastically tells me they aren't responsible for the delivery. I then ask, so you use a vendor, USPS, and you don't stand behind the customer actually getting the card? She then tells me the policy is on the website, I ask her to walk me thru on how to get to it. She couldn't, she blamed it on there's a new website. So as the call progressed on us locating the policy, I pointed out to her that nowhere did it say if you chose USPS, I would incur additional costs. I asked for a refund, in which they charged me for that as well. Yes, charged me to get MY money back.

Desired Settlement: I would like a full refund.

Business Response:

Thanks for sharing your feedback. We are sorry to hear you aren’t completely satisfied with your experience. We do charge a fee of $4.95 to reissue a card. This is very clearly outlined in the terms and conditions that you agreed to prior to checking out and completing your order. We do very specifically advise that to “replace your Card for any reason”, “There is a $4.95 fee for replacing your card”. The reason for this charge is that we incur the costs of reproducing a new card, handling and packaging that card as well as shipping the card. These terms and conditions were agreed upon, by you, at the time you placed your order. We also advised during the ordering process that we are “unable to guarantee delivery dates” with the USPS First Class Mail shipping option. Again, we are sorry to hear that you aren’t completely satisfied with your experience, but certainly do appreciate you sharing your feedback with us. Per your request, the refund for the purchase amount minus card fees and shipping has already been processed”.

9/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On August 21, 2014 I purchased an electronic gift card for*** **** * ****** from GiftCards.com. The company provided me with a gift card code that was invalid. I called on the same day to request a refund. The Customer Service agent I spoke with verified that the gift card was invalid and told me that he issued a refund. 8 days later I have not received a refund to my debit card. I called today 08/29 and the customer service agent told me that no refund was issued. He also told me that he would issue one. I asked for email confirmation that a refund had been issued and he said he could not provide that. I expect a full refund as I was not provided with the product I ordered.

Desired Settlement: I require a full and immediate refund of $81.96.

Business Response:

We are sorry to hear that you aren’t completely satisfied with your experience. We were able to locate 2 incidents wherein you contacted us regarding this code. We replied to both of those. There is no indication that we ever advised that we were previously refunding you for this purchase. We contacted *** **** *** ****** immediately after you reached out to us and verified the balance of your gift code is completely intact. There is nothing wrong with this code. You contacted us again and advised you still wanted a refund. We referred you to our refund/return policy which you agreed to at the time of your purchase which very clearly states that once a discounted merchant code has been delivered, we are not able to refund you for that code. Having said that, our goal is always to “make ‘em smile”. So we have approved a refund for the full purchase amount of this code. The refund will be processed by our Accounting team today and will show as a credit to the purchasing credit card within the next few business days. This is a one time courtesy that we are offering. Again, we have verified on multiple occasions that there is absolutely nothing wrong with the code we sold you.

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am grateful that you are processing a full refund for the invalid product you provided me with. However, I want to be sure to point out, both for the sake of the BBB and for you that your response to my complaint is disingenuous. First, on each occasion that I called and spoke to a customer service representative, said representative assured me that a refund was being processed. It would appear that you have a policy of telling customers this and failing to document, much less initiate the refund process. A cursory glance of your complaint record on the BBB website lends further supports this interpretation of your policy.  Second, the gift code you provided me with is invalid and that fact is independently verifiable by any of your staff or, for that matter, anyone who is capable of copying and pasting the code and pin your provided me with on the *** **** *** ****** website. This fact was indeed verified by the first customer service representative from your organization that I spoke to on August 21st. Thus, no gift card balance exists. Stating otherwise in your response multiple times does not make your flawed assertion a fact. Fourth, no refund policy can contract you out of your legal duty to provide the product you have sold, which in this case you clearly did not.


It is striking to me that you would openly and flagrantly lie about the validity of a gift card. I can only suppose that your actions are an earnest attempt o maintain your "A+" status on the BBB website rather than to treat your customers fairly. I cant say I blame you, as I'm sure many people in similar situations never receive their refund and fail to take further action, resulting in a handsome payout for your organization. I do, however, think that leaves us with a sad commentary on your company's "moral flexibility" and seeming willingness to take advantage of those less knowledgeable or sophisticated. Shame on you.


I will consider this matter resolved once this message has been appended to my complaint and the refund due to me is directly credited to my account, as previously promised.

Regards,

**** ******

 

8/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered 3 gift cards from giftcards.com. I later received an email from them stating that when they verified the actual amount on the gift cards I ordered, they found discrepancies with all three. The actual amount on the gift cards was less than the amount they listed on their website. They said they cancelled my orders before my credit card was charged. The next business day, I viewed my credit card statement online and there were three charges from giftcards.com which had posted to my card. I called customer service and the customer service agent kept insisting that these were just authorizations on my card. I explained to her that authorizations show up as pending charges on a card, not as posted transactions. She later said that it was strange that I had been billed for the transactions and I would see a refund on my card in 3 to 5 business days. I kept checking my credit card statement after the time period stated by the merchant and no credit ever posted to my account as they promised.

Desired Settlement: I am asking the merchant to refund me for all three transactions as they cancelled my orders.

Business Response:

We do apologize for the inconvenience this may have caused. For some reason, when the order was cancelled, we did still capture funds from the purchasing credit card. A refund for the full purchase amount of all three invoices has been approved and will be processed by our Accounting team today (8/11/2014). That refund will show as a credit on the purchasing credit card within the next several business days. We do again apologize for any inconvenience this may have caused.

8/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sold 3 ****** Gift Cards to giftcards.com with a total balance of $203.11 (2 $50 cards and 1 for $103.11) for $163.50 (to be paid to me). I verified the balance of all three cards with ****** (and double checked) before selling them. I processed the transaction and received a verification email from Giftcards.com that all 3 cards had the requisite balance (which I can forward). Subsequently, I was paid $80.50 for the 2 $50 cards ($40.25 each), but was not paid the $83 for the 3rd card. At that point, I called customer service to inquire about the 3rd payment. I was informed that they were still verifying something with the 3rd card, but that I should receive the payment in a few days. I waited over a week and called again. On this attempt, I was told they would be processing the third payment, but that they would be deducting $40.25 from the remaining $83.00 because the balance on one of the $50 cards had gone to zero. I inquired about the timing of when it went to zero and was informed that it was AFTER I sold the card to them (I was told that it had a $50 balance when I sold it to them, but that it went to $0 after they had posession of the card numbers). It's not possible that I used the card because I threw all of the cards away (as instructed by giftcards.com) after I sold them. The only explanation is there was some internal issue on their end. But they processed the payment for $42.75 (not the $83.00 that I was still owed), leaving $40.25 still payable to me. I then called customer service again. I asked to speak to a manager, and I spoke to the director of customer service who stated that in no way would I receive a payment for the $40.25 that they owed me. I attempted to explain the situation (and I was very calm), but he refused to listen and hung up the phone. All I want is the $40.25 that the company owes me. In my opinion this company either has severe internal issues or it is a fraud. Either way, their customer service is extremely poor.

Desired Settlement: I want the $40.25 that the company owes me.

Business Response:

We payout on verified gift card balances.  The customer had several gift cards that were in the verification process and received payments as the gift codes verified.  During the review of his payments, it was determined that a code that was already paid had depleted funds.  This happened while sitting in inventory after the customer had relinquished ownership of the code.  When funds are used after the sale, we chargeback a customer’s credit card plus charge a $10 fee.   In this case because there was payment still owed to the customer, the payment was adjusted, saving the customer the additional $10 charge fee.  This was approved by a manager to keep the customer experience positive, and let him know we want to work toward resolving the issue of the zero balance gift code which we ultimately did not receive the funds because they were depleted after the sale occurred. In addition, upon review of the call between our Customer Service Director and this customer, our Director asked the customer on 3 occasions to please allow him to politely end the call and the customer refused. Only after three very polite requests did the Director finally terminate the call and he did so with warning.

 Although our research does clearly indicate that this customer used the card after selling it to us. We have opted to pay the customer the 40.25 for the card they used after selling it to us.  We will however not accept any future transactions from this customer. The payment will be processed today and we will terminate any future interactions with this customer.

8/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: attempted to purchase Justice gift cards from the company and the cards were determined to not be valid. Giftcards.com said I would be receiving a refund for the two charges of $41.48 because the gift cards were invalid. I have still not received a refund a month later despite several phone calls inquiring about it. I am being told that it is being escalated but have never been contacted or received the refund. The charges are already being disputed on my credit card.

Desired Settlement: I would like a refund for the $82.96 that is owed to me.

Business Response:

 Thanks for reaching out to us. We do apologize, but it does appear both of your orders, (invoice #’s******* * *******) were in fact cancelled due to a balance verification we do on the product prior to fulfilling your order. We are sorry for the inconvenience but it does appear that for some reason, funds were still captured for your purchase despite the order being cancelled. A refund for the full purchase amount has been approved and will be processed by our Accounting team today. That refund will show back to the purchasing credit card within the next few days. Again, we do sincerely apologize for any inconvenience this may have caused.

8/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased two discounted ********* ecards through giftcards.com, but when I added the codes to my online account it would not allow me to transfer to my **** card. Apparently their ecards are only good for merchandise, which was not clear at the time of purchase. I contacted them directly, and they refuse to refund my money. I have ordered discounted gift cards from various sites, and have never run into an issue with other websites.

Desired Settlement: I would like a full refund of $38.00, because I won't be purchasing merchandise from starbucks.com.

Business Response:

During the ordering process, prior to proceeding to check out, we very specifically advise “Gift codes can only be used online or for phone purchases.” Giftcards.com sincerely does everything we can to ensure that our customers are provided with absolutely all information relating to all of our products prior to purchasing. The reason we do not offer refunds for merchant gift codes is because once those are delivered, the customer will always have access to them. Clearly stated in our Return/Refund Policy we advise “You may return any discount gift card purchased for a full refund minus any applicable shipping costs within 1 year of your purchase.  This policy ONLY applies to physical gift cards that are shipped to you. Discount gift codes or e-gift cards that are sent electronically cannot be refunded or exchanged.”. Again, we do absolutely everything we can to ensure that all customers have all information relating to all of our products and services. Despite the fact that we did provide all information identifying exactly what this customer was ordering prior to checkout, our goal is always to make our customers smile. We have verified the balance of the 2 gift codes the customer ordered are still intact and we have approved a refund for the full purchase amount of $38.00. That refund will be processed by our Accounting team today and will show as a credit to the purchasing credit card within the next few business days. We are doing this as a courtesy to our customer.

 

8/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Sold a gift card online to Giftcards.com on 7/18/2014. Received an e-mail on 7/21/2014 stating that my check had been mailed to my home address. Called on 7/29/2014 after having not received payment, was told by customer service that information in e-mail was erroneous, that payment had actually been mailed 7/24/2014 from Pittsburgh, PA. Called again on 8/2/2014 after still having not received payment, customer service rep said she did not have access to any payment information, took my name, phone number, and e-mail address and offered to have someone get back to me.

Desired Settlement: Immediate payment.

Business Response:

We do apologize for the delay in your check processing. After you contacted us to let us know, we did discover an error that impacted the check that should have been mailed to you. As we previously advised upon contacting us, we corrected the situation and mailed a new check to you via USPS First Class mail. That check shipped from our facilities on 7/24/2014. We do ask that we allow 15 business days to allow for the USPS to deliver the check. The check for your full payment is on it’s way to you. To stop payment and reissue at this point, would only delay your receipt longer. Again, we are sincerely sorry for the delay in getting your payment to you. We do appreciate your feedback.

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  If payment had really been sent via USPS First Class Mail from Pittsburgh on July 24 as they have stated, it would have arrived at my home address in *********** ** by Monday July 28 at the absolute latest. Why would I need to allow 15 business days for delivery? It is not being delivered via Pony Express. Also, this does not even take into account the fact that I selected the Paypal payment option when conducting the transaction online. The fact that the payment is being sent by check at all is the the result of the company's faulty software system and unwillingness to change the payment method when I immediately called customer service upon discovering their error at the end of the transaction. The response they have provided simply regurgitates the useless information they have given me when I have spoken to them on the phone and does nothing to resolve my issue. I find this to be unacceptable.

Regards,

**** *****

 

 

7/31/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Sold 3 giftcards on 7/11and received an email 7/12 stating 2 of my cards were verified and they would contact me on the third but that I would get an email confirming payment as I elected to get paid via paypal. 7/14 still no payment customer service cannot help said should be by Monday than today payment should be before 6th and now tells me says they don't have access to specific orders wait and see. No return emails as of yet.

Desired Settlement: Would like to be compensated immediately. I'm not sure why they claim they will pay immediately on verification but dont.

Business Response: I received the following response from the Director of Customer Service:

This customer did in fact submit 3 virtual codes for sale to us on 7/11/2014. 2 of the 3 codes were verified and paid out immediately. One of the codes, was not able to be verified due to, according to ************s, a bad card number. We have reached out to this customer requesting that she contact us back to verify the code so that we can verify the balance is intact. Once that is done, we will gladly, as we did with the other 2 codes she submitted, pay her promptly. We have not, as of yet, been able to verify the information the customer provided which is why she has not been paid. Upon receipt of this complaint, our Customer Service Director personally reached out to the customer requesting that she contact us and provide us with the correct code so that this issue can be resolved.

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

Complaint: I sold my $150 gift card online for cash. I chose to do so because most stores in person offer you half the value of the card, where as this website offers more. This was my first and last time using this website. I received an email on July 8th stating, "As you requested we have mailed you a check in the amount of $132.00. You should receive this check within 5-7 business days." I waiting 7 business days and did not receive a check. My girlfriend and I called and asked for them to check the status and they informed me that the checks take 7-10 business days. I was upset because it should've said that in the email so I wouldnt expect it sooner but I didn't make a big deal about it and waited. 11 days later no check. I called again and they informed me the check was actually not mailed out till the 11th, so I should wait a few more days. On Friday the 25th I called again asking to see what was going on because still no check. The lady in accounting was not available till Monday. I called again today and spoke to her and she said she was the one that spoke to me about my check being mailed on the 11th and she actually confirmed last week that it was never mailed out because the lady who handles the checks was absent so my check was NEVER MAILED OUT until the 24th!!! As a consumer, I was infuriated because I am using a business for a service I expect to receive in a timely manner and after speaking to Customer service so many times I don't know how they could have missed that and provided me misleading information so many times. The business does not care or know why I may need that money in a timely fashion but the point is, it is their obligation to be accurate and fair about the information they provide their customer. I feel bad for the others who also have not received their check and have to call in and find this out. I only hope that they do not need their money more than I do.

Desired Settlement: I needed that money because I have a bill to pay and now I am not sure I will receive it in time. I would've liked for the cust. service agent to suggest stoping the check and reissuing and expedeting me a check but they did NOT so I asked. They said they weren't sure if they could do that. Now I think I deserve to have the full amount of the card as the customer service was horrible and the business did not stick to their end of the deal on getting me my check in 5-7 business days.

Business Response:

The timeline the customer has provided is accurate. We did have a communication mishap internally and the checks that were set to be mailed on 7/8/2014, did not print and ship as scheduled. As the customer accurately states, the error was identified and corrected and as our Customer Service Representative did accurately advise, the check was mailed from our facility via USPS First Class Mail on 7/24/2014. We certainly apologize for any inconvenience this may have caused. As a courtesy, we have ordered a $25.00 **** Rewards card to be sent to the customer which will ship from our facility via USPS First Class Mail on 7/30/2014 and should arrive within 7-10 business days. Again, we do apologize for any inconvenience this may have caused.

7/17/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 6/28/14, I ordered a $100.00 Visa Virtual Gift gift card for my nephew to be delivered to him electronically. On 6/30/14, Gift cards.com sent me an email that they have emailed the virtual gift redemption instructions of my gift purchase to my nephew. My nephew never ever received any emails from Giftcards.com. It's been 4 days since I've purchased the visa gift card. The gift card that is supposedly be sent to the recipient within a few hours took like forever! I called their customer service several times but the issue has not been resolved.

Desired Settlement: Please refund $100.00 plus $4.95 card fee for a total of $104.95 via chargeback to my credit card that was used in purchasing the visa gift card.Thank you.

Business Response: I received the following response from the Director of Customer Service:

We are sorry to hear you aren’t completely satisfied with your experience. We have been working on getting your issue resolved. We do show that you contacted us a couple of times, but in each of those contacts, you indicated you wanted the order to be delivered. We found no contacts from you wherein you asked to be refunded. We guarantee all of our products 100%. Again, we are sorry for the inconvenience this may have caused. A refund for the full purchase amount has been approved and should show as a credit to the purchasing credit card within the next few business days.

7/14/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a ******** gift card back in May. Since it is June 26th, and has not arrived yet, I gave the company a call today. When I typed in the invoice number into my keypad, the recording told me that the item had shipped on May 20th. I finally got a customer service representative on the phone, and they said they had no way of tracking the gift card; They simply hand it off to USPS, and it's out of their hands from that point on. I asked her to contact USPS, and she said she had no way of doing that. I asked if I could, but she has no tracking number for the package. My two options were to pay $5.00 to re-issue the card, or $5.00 to cancel the order. After reading many other similar situations online, it is clear to me that this company is scamming people out of their money by charging for cancellation fees, when the shipment doesn't come through. I have no faith that they sent the gift card in the first place. I asked for a refund, but I am unconfident it will go through. This company apparently has an A+ BBB rating, but after reading hundreds of other scenarios like this, I'm pretty baffled as to why.

Desired Settlement: I would like a refund of this order from giftcards.com:INVOICE #: ********DATE: 05/18/14TOTAL: $54.94

Business Response:

Thanks for your feedback. When placing your order, we offer a variety of shipping options. The only shipping method that we offer that does not provide guaranteed delivery dates or tracking information, as is clearly outlined on the website when choosing a shipping method, is USPS First Class mail, which is the shipping option you chose. We did not choose the shipping method, you did at the time you placed your order. To reissue the card, we incur the cost of printing a new card as well as shipping costs, that is why there is a $4.95 reissue fee (not $5). We have administrative costs involved to process a cancellation of an order as well. That cost is also $4.95 (not $5). During the process of placing an order, you are required to review and agree to the terms and conditions which apply to the card. These and all other fees associated with the purchase or use of the card are clearly stated, and again, you agreed to them prior to completing your order. Having said that, our goal is always to “make ‘em smile”. We have approved a refund for the full purchase amount of your order as a courtesy. Your refund in the amount of $54.95 will be processed today and should show up as a credit to the purchasing credit card within 3-6 business days.

7/3/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On April 23, 2014, my coworker, ***** ******, purchased me a $75.00 ******** ******* Gift Card, Invoice #1186803.According to GiftCards.com, the card shipped on April 24, however, I never received the gift card and am the only person to receive mail at this address.The gift card was activated and used fraudulently, and after filing a "Customer Statement of Disputed Transaction" with GiftCards.com, they are offering no solutions to right this wrong. They also have no record, (either signature or tracking number), of delivery, so, as a customer I am being unfairly punished due to their poor policies and procedures.

Desired Settlement: I would have originally been fine with a replacement gift card for the issued amount--and, in fact--even asked for that. They said "no," so at this point I would like a refund as I have no desire to do business with a company so willing to waste both my money and time.

Business Response: I received the following response from the Director of Customer Service

I exchanged emails with this cardholder on 6/3 and explained in very great detail the process for resolving this issue. The cardholder’s suggestion that we are “offering no solutions to right this wrong” is wildly inaccurate. This order processed and delivered exactly as the purchaser ordered. The cardholder also indicated in our email exchange yesterday that we “cheaped out” by sending the order via USPS First Class mail as opposed to a trackable method when in fact it was the decision of the purchaser by which shipping method the order was sent, not us. During the ordering process, the purchaser agreed to the terms and conditions of the card prior to checking out. Without acknowledging those terms and conditions, we would not have completed the customer’s order. The terms and conditions very clearly state that in the event of disputed transactions “For errors involving new Cards, POS transactions, or foreign-initiated transactions, we may take up to ninety (90) days to investigate your complaint or question. We will tell you the results within three (3) business days after completing the investigation. If we decide that there was no error, we will send you a written explanation. Copies of the documents used in the investigation may be obtained by contacting us at the phone number or address listed at the beginning of this section.” We clearly and repeatedly explained the process to the cardholder. The cardholder has expressed an expectation that we are to accept their word that the card was not received by them and used by someone else. We clearly can not just reverse payments made to merchants based on the cardholders word that they did not use the card. The charges, as clearly outlined in the terms and conditions, must be researched before a determination can be made as to whether or not the charges are deemed as legitimate or fraudulent. We have provided the proper documentation to the cardholder but they have refused to submit the requested information in writing.

As outlined in the original complaint, the appropriate form was forwarded to the cardholder along with explicit instructions on how to file a disputed.  Again, as outlined in our response to the original complaint, we are, as is clearly outlined in the terms and conditions to which the purchaser agreed to when placing their order, in no way involved with the dispute process. We have no say whatsoever in the dispute process. The dispute process, again, as clearly outlined in the terms and conditions to which the purchaser agreed prior to completing their order, is strictly between the cardholder and the issuing bank. The cardholder needs to follow the directions provided to them in following up with the bank regarding their dispute.

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

Complaint: My Birthday was June 17 so my daughter sent me an e-visa card for 50.00, to begin with it was sent late and I had a very difficult time even getting it activated, Once I received the information which I had to write down the card number, CVN# and exp date on my own paper (no card given). I began to try and use this card which I found no one would accept unless you had an exact 50.00 purchase and if it was less, your money stayed hanging there until you found another purchase for the exact amount that was not spent, so you may never be able to spend all the mony and giftcards.com keep what you don't spend, how crazy is this? I have been trying to use this card for 13 days and I can't, what kind of gift is this seems like a real scam to me, I have contacted their customer service on NUMEROUS times and each and every time I explain how difficult it is to use, there is no empathy shown, I have been told most of the time you need to find something for exactly 50.00 and each and everytime I call I get someone different who tells me something different, no one is on the same page, I was told by two reps that this could be cancelled and then also told it can not because it has been processed, I ask to send me these poilicies and no one will, A birthday gift is suppose to cheer you up and make you have a pleasant day and experience this is a nightmare, I have gotten nothing but a headache, I think people need to be aware of how this company operates, I myself will NEVER use this company and all I want is for them to credit my daughter back her money, this card is USELESS. !!!!! And the company s a scam. Thanks for your assistance

Desired Settlement: Want my daughter to receive a credit and this card cancelled once and for all.

Business Response: I received the following response from our Director of Customer Service:

We are very sorry to hear you aren’t completely satisfied with your experience. The card is a virtual Visa gift card and can absolutely be used anywhere that Visa is accepted. There are zero attempted transactions. Your gift was not denied by any merchant. When the gift was sent to you, the terms and conditions were sent as well. Absolutely all information relating to the card is included in the order you received. Having said that, our goal is always to “make ‘em smile”. We have suspended the card and approved a refund for the full purchase amount of $54.95. That amount should show back to the purchasing credit card as a credit within the next few business days.

6/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 5/26/14 AND 5/27/14 The web site offered a ****** gift card at 8% discount. After I went through the whole registration and checkout procedure where I provided my address as well as my credit card information, it told me that the card is (now) not available. I went in again, repeated the process when it showed (again) as available on the website. It declined again.I contacted customer service asking if the site was a scam (as I have successfully used MANY other discount gift card sites.) I explained the issue and was told: "Thanks for reaching out to us. We are most assuredly not a sham. What possible benefit would there be for us doing what you are suggesting? In what way would we possibly profit from that? If more than one person has the card in their cart, the card goes to the person that checks out first. Thanks again for reaching out to us."Feeling like perhaps I should give them another chance, I accepted their explanation (now a day later) and went back to the site. The same gift card still shows as available. So, I attempted to purchase it again. And of course, same result - the gift card is mysteriously "not available" once you try to check out. Incidentally, hours later the card is STILL showing as available - even though I have tried to purchase it 3 times now to no avail.I believe this company advertises cards that are not available (bait and switch) - and captures personal and financial information prior to making the determination not to proceed with the transaction. Their site needs to be changed so that they cannot capture personal and financial (payment) information for inventory that they no longer hold. A simple change really - assuming they are interested - which, based on the customer support email I received, it doesn't appear they are.

Desired Settlement: 1) Apology from giftcards.com for wasting my time - and for the rude response to my inquiry from someone who obviously has no understanding of the value of personal financial data2) Giftcards.com to remove all my personal information (name, address and credit card information) from all of their system(s) - along with written confirmation of the same3) Giftcards.com to provide a permanent solution to their website so that it does not offer cards that they don't have in stock (bait and switch)

Business Response:

Thanks for sharing your feedback. GiftCards.com has sold more than 5 million prepaid gift cards and discounted merchant cards. We are a Google Trusted Merchant and maintain an A+ rating with the Better Business Bureau. We are sincerely sorry that you aren’t completely satisfied with your experience. We have added you to our opt out list and have removed you from our notification system. We try to be helpful in all of our communications with our customers and certainly strive to provide the highest level of communication and assistance 100% of the time. We most assuredly are not, as suggested, attempting “bait and switch”. Thanks again for taking the time to provide us with your feedback. We appreciate the opportunity to get better every day and we are sorry you aren’t completely satisfied with your experience.

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

First of all, I asked for written confirmation that my personal and financial information (credit card) was no longer available in any form in any of their systems or databases.  The response to take me off of their mailing list doesn't even come close to that.  "We have added you to our opt out list and have removed you from our notification system".   This request is important, since the information was provided under the auspices that the product they offer for sale was available - which clearly it is not apparently.


Secondly, I note that the gift card in question (which is not available) STILL appears on their website as available - EVEN after their response to my BBB complaint and the fact that I have pointed this out to them now 2 times.


Finally, offering some third party designation of their performance (Google+) doesn't exempt them from the fact that they have a responsibility not to offer products for sale which aren't available - then capture personal and financial information from the customer - and then decline those transactions.  And then worst of all, accept no responsibility for that nor remove the product from their website when the issue is pointed out. 

I have no idea how this company can possibly have a A+ BBB rating if the BBB rating is to have any credibility.  Just do a simple internet search and review previous BBB complaints.


Regards,

Business Response:

We apologize for any confusion relating to our original response. You information has been removed from our system. Our Tech team is currently investigating the issue with an unavailable card appearing on our site.  We appreciate your feedback.

6/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Feb 15, 2014. I ordered a gift card from www.giftcards.com. It was a group card that three people contributed to and was to be sent to a friend as a wedding present. My friend never received her card. Instead she received a card with someone else's name and has not used that card. I spoke with customer service at giftcards.com who informed me that the gift card was mailed and emailed me the transaction form. All of the transactions from the card were in Florida. As my friend and I live in Pennsylvania, clearly the card was sent to the wrong address. I was instructed to fax a dispute form and to wait several weeks. I was also instructed that if I did not hear any thing after two weeks to call the number listed on the dispute form. After over a month I called the number listed on the dispute form. They had no record of any cards in my name and informed me that they have never heard of giftcards.com and that they do not handle their disputes. I was instructed to, again, call customer service with giftcards.com where I was informed that I could not be helped and to contact the number on the dispute form.

Desired Settlement: I would like the gift card order refunded in full.

Business Response:

We are sorry to hear you aren’t completely satisfied with your experience. We are also sorry that you were given incorrect information by our processor. The information we provided you is absolutely correct as it relates to the proper channels by which disputed transactions must be handled. We are in no way involved in disputed transactions as there would be a distinct conflict of interest for us to be involved. Having said that, it is clear that all three contributors to your group gift as well as the intended recipient live in Pennsylvania and the card was clearly used in Florida. I can say definitively that the card was shipped from our facility to the address provided when the order was placed. Given the distance between where the card was to be delivered and where the card was used, GiftCards.com has opted to go ahead and refund in full all contributors for the full purchase amount of the group gift. Our Accounting team processed those refunds today and they should show back up to the purchasing credit card(s) within 3-5 business days. We do apologize for any inconvenience this may have caused.

6/12/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I entered my $100 ****** gift card number into Giftcards.com's website to verify that they would accept it. Their website validated the card and stated they would trade it in for $81.I had a choice of getting paid via Paypal, or receiving a check. I also had a choice of not needing to mail in the card; they can simply use the numbers on the back as stated in the FAQs. Strangely, they indicated it needed to be mailed in AND they indicated my Paypal acct was not verified so I had to receive a check. NONE of this is accurate. The card was valid and my Paypal account is verified. I called Paypal to confirm this.I mailed the gift card on 6/2, along with the *original receipt* from the purchase to prove it was a valid card. I also called Subway's 800 number to verify the amount on the card and it was verified at $100.Several days later I received a cryptic email stating the card was invalid and they did not want to accept it. The reason was not given. I called customer service; no reason was given other than it wasn't valid. I then received another email stating the card was invalid and they do not wish to purchase it. I tried calling customer service again and got nowhere. There was also no mention of mailing back my card and receipt in either phone call.I then made a complaint on a customer review website and a **** ** (a very unprofessional person) responded with still NO reason for the rejection other than they have the "right to not purchase some cards". Still NO mention of having the card & receipt returned to me.I then received an email stating I would have to mail them a postage paid envelope to have the card returned to me. (What!?)My family and friends feel this is a scam. Their FAQs list four reasons why a card is rejected and my card met NONE of those criteria. Also, why did they require me to mail in the card and why not pay via a verified paypal acct, and why not readily (and professionally) return my card? I mailed it, they should mail it back with the receipt.

Desired Settlement: I think it's reasonable to expect them to return my valid $100 gift card and receipt at their expense. Because they have A LOT of negative reviews, and because we suspect this is a scam, we are concerned that they have "wiped" the money off the card and are now claiming it as "invalid".I'm also concerned that the BBB will unfairly side with this business as shown in previous complaints. I hope you will truly be neutral.Thank you.

Business Response: I received the following response from our Director of Customer Service:

This customer created a transaction to sell us a $100 ****** card. Once we received the card and attempted verification, we found the card to not be as represented in the original transaction. Typically, when we receive a card that is not as represented, or violates one of our other guidelines, we do require that the seller sends us a self addressed stamped envelope in which we may return the card. We advised this seller of this, and the result is this BBB complaint. As a one time courtesy, we have decided to incur the cost of shipping the card back to the customer. It will ship from our office via USPS First Class mail today (6/11/2014). Our responses to the seller have been factual and accurate.

We have a very detailed and thorough fraud prevention screening process. We simply do not release the details as to what we review or how those determinations are made. In essence, to do so would be giving people a road map by which to undermine our process. We do have the right to reject the purchase of any card at any time. We have not, nor do we ever, “strip” a card of it’s balance. The card has not been used by us or by anyone else. The card has been in our possession at all times. The card has already been shipped back to the purchaser at our cost.

5/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a ******** giftcard from Giftcards.com on 11/10/2012 (Invoice #******).I attempted to redeem the Giftcard on or around 5/14/2014 and was told the card had no balance.I contacted ******* and was initially told I redeemed it on or around 5/14/2014 Upon further investigation ******** found that the redemption did not go through on that day since the card was cancelled and that it was reported lost on 11/01/2012 and reissued to the original owner.I attempted to resolve this with giftcards.com and was told that I was outside of their one year guarantee period. I was not aware of any guarantee period and I have an invoice from them that does not suggest any such warranty.The fact is I purchased a compromised gift card and they should accept the responsibility for selling me a compromised product.

Desired Settlement: Refund original purchase price of $70.40

Business Response: I received the following response from our Director of Customer Service:

This order was placed at 8:10 pm EST on 11/10/2012. The website specifically advises “We offer a purchase guarantee on discount gift cards up to 100 days from the date of purchase and a maximum of $1000 per customer”. The customer indicates in their complaint “The fact is I purchased a compromised gift card and they should accept the responsibility for selling me a compromised product”. That statement is absolutely incorrect. As normal operating procedure, when a customer is purchasing a plastic discounted merchant card from us, prior to shipping the product, we verify the balance to ensure the customer is receiving exactly what they paid for. The balance on this card was absolutely intact at the time we shipped the product. The customer contacted us on 5/14/2014. At that time, we contacted the merchant (********) and they advised that the entire balance of the card had been used on 5/11/2014 at a store in ********* **. (which is located 19.52 miles from the purchaser’s billing address. The card was sold to us by a customer in Brooklyn, NY. The customer suggesting that the card was compromised at the time we sold it is absolutely false. All evidence suggests that the poster of this complaint used the card in its entirety 9 days before posting this complaint. We have met all of our obligations to this customer.

I have reviewed the response made by the business in reference to complaint ID 10058882, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I thank the business for their response and I would not be pursuing this actively if I did not think there was merit in my case. 


I did in fact go to ******** **** on 5/14/14 and tried to redeem it in the ******* store and at that time was told the card had a zero balance.


I contacted ******* on 5/15/14 and was initially told the same thing that the business was told - that the card was usaed in ********* ** on 5/14 and $480 was redeemed.

I explained that I did in fact try to make a purchase and was declined they asked me to hold while they investigated further.

They returned after the hold and responded that the card was originally a $500 gift card and $420 was redeemed and then the card was reported lost and reissued in 11/1/12.


I would be happy to get on a call with ******* and the business and get the facts clear on this.

I was very happy with Giftcards.com and purchased at least 2 other giftcards previously and had no issues but I did not expect this kind of response - I do not appreciate any hint of being accused of making a fraudulent claim.



 


Regards,

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

 

 

5/21/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The web site offered a JCPenney gift card at 20% discount. After I went through the whole registration and checkout procedure where I provided my address as well as my credit card information, it told me that the card is not available. After I went back to the listed gift cards, it still showed up there, so I tried to buy it again and it let me go through the whole procedure again until the end where it then would inform me that the card is not available.

Desired Settlement: Please remove all my personal information (name, address and credit card information) from your system and correct your web site that it does not show very attractive gift cards that you don't have in stock.

5/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Product never virtually honored or delivered. I ordered a gift card online and my daughter never received it. I called many times and was hung up on.

Desired Settlement: Refund of 104.95 for entire agreement.

Business Response: I received the following response from our Director of Customer Service:
This virtual gift was processed and electronically delivered to *********************** at 4:30 pm EST on 5/8/2014 (2 hours and 41 minutes after the order was placed). In addition, the recipient activated the card at 5:18 pm EST on 5/8/2014 (48 minutes after the product was delivered electronically).

 

The card has been activated but has not been used. Despite the fact that the product was delivered and received exactly as promised, a refund for the full purchase amount of $104.95 is being processed and will show up on the purchasing credit card in 3-5 business days.

 

5/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a 300.00 gift card and paid 50.77 in shipping fees to have it shipped overnight. I didn't receive my card until 5 days after I ordered it. I attempted to activate my card and the system kept telling me that the card number couldn't be found in their system. I contacted customer service and they told me the numbers on the card that I received in the mail didn't match the numbers to the card they had on record that was sent to me. They then told me they would transfer the 300.00 plus 50.77 shipping fees to the card that I had received in the mail. I never received that transfer so they told me they would refund me a total of 350.77. They have refused to credit the refund to my bank account. Ive called several times and I still haven't received my refund and Its been 3 weeks.

Desired Settlement: I would like the 350.77 refunded back to my bank account.

Business Response: Good Afternoon,
I received the following response from our Director of Customer Service:

We do apologize for any inconvenience this may have caused. Your order was impacted by a technical issue that affected your ability to use this card. We have, as of this morning, processed a refund for the full purchase amount of $356.72, which includes all card fees as well as all shipping costs. Again, we do apologize for any inconvenience this may have caused.

5/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order for over $100 on a Friday night and it was not put through until the following Monday; which is when they called me to verify the purchase. I verified and then the order was cancelled due to whatever reason was on their end. I placed the order on 4/14 and the charge showed on my statement as a charge on 4/15. I emailed them about the refund on 4/17 and they said it will take a few business days for the refund to show up. I emailed them again on 4/23 but no answer this time; not even a reply. Today 4/24 and the refund still have not showed up or any response from them.

Desired Settlement: i want my money refunded.

Business Response: Good morning,
I've received the following response from our Director of Customer Service:

This order was cancelled prior to processing. Typically, when an order is cancelled no funds are captured from the purchasing credit card. It does appear as though funds were captured on your order. A Refund for the full purchase amount of $105.96 was processed today and should show up as a credit on the purchasing credit card in 3-5 business days. We do apologize for any inconvenience this may have caused.

4/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received 5 cards ($50 each) totaling $250 as a gift in April 2012, with an expiration date of March 2019. Recently, (March 2014), I tried to activate the cards for use and discovered that there were no balances remaining because a monthly service fee ($4.95) was deducted from each card after one year of inactivity. I was surprised by this, since the giver stated that it did not expire until 2019 and I specifically looked at the fine print section titled, "Expiration" ("Your card will expire no sooner than seven years from the date of purchase. The funds on the Card expire when the Card expires. You will not be able to use your Card after the expiration date.") I immediately called customer service and was told that there were service fees for inactivity on each card that depleted the $250 gift (directing me to read the fine print in a section entitled "Fee Schedule"); and, that there was nothing that could be done except request a refund for 3 months of the fee. She said someone would contact me when it had been reviewed. I never received a callback so I decided to check on it today (1 month later). Each card now has $5.85 on it (not sure how this amount was calculated). In any case, I find it very misleading that GiftCards makes the expiration date so clear, but then makes no clear connection to a service fee that seriously affects the true "expiration" of the funds. A good business would seek to build trust, make profit by the quality of its service/product/customer loyalty, and be clear in their policies (suggestion: put a note or asterisk in the fine printed "Exp Date" section to connect it to the "Fee Schedule" section). One way to break trust of both the customer who paid for the gift cards as well as the receiver of the gift cards is to trick or play a game with their understanding of the "expiration date" paragraph. At this moment, my experience with giftcards.com has given me reason to NOT do business with them. Nor would I recommend anyone else to use their product/services.

Desired Settlement: I ask the following: (1) GiftCards.com refunds the full $50 for all five gift cards (totaling $250). (2) GiftCards.com makes an effort to more clearly indicate the connection between the expiration date and the service fee (i.e. by stating either on the Helpful Tips on the FRONT of the letter sent to card recipients, or prints the service charge information next to the expiration date information in the fine print section on the backor indicate a connection via an asterisk.

Business Response: Our Director of Customer Service has tried to reach out directly to our customer, from the email address provided in the complaint.  It seems he is having difficulty tracking down the order information relating to this.  If Ms. ***** is a gift card recipient, we likely do not have order information to trace back to.  To my knowledge, he has not heard a response back.

Here is the email he sent and the information he is requesting to assist in the matter.  We will need more information to research this further.


"Ms. *****,

 

We received a notification from the BBB from you.

 

Unfortunately, there is no information provided in the complaint that allows me to access the account to which you refer.

 

If you would, please reply to this email with the last 8 digits of the affected cards and I will be happy to look into this and get back with you promptly.

 

I look forward to hearing from you.

 

Thanks."

4/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had used this website several times to sell gift cards in the past but I always sent them through the mail. It seemed much more secure to me than entering the card information online. I recently decided to give it a shot and sadly it has resulted in them losing a customer for good. I sold a card worth $120 and it was sold at 84% of it's value, $100.80. I entered my information online, received an email confirming the transaction, then received another email the morning after starting that my card amount was not able to be accepted. I called and spoke with a gentleman who couldn't assist my as both emails contained no transaction ID. While on hold, I checked the card's balance and it was $0! I am now left with an empty card and they are refusing to send a check for the amount that was agreed upon after several attempts. I have also had a few people "higher up" say they will call me within 24-48 hours three seperate times of which I've received zero. I will no longer do any business with Giftcards.com or any Wolfe, LLC affiliates until I receive the check for $100.80 that I had agreed upon. If I do not receive the check I was supposed to receive, I will actively spread my story through friends and social media to deter potential other customers from becoming a victim like I have. It's sad to see how this company treats their customers.

Desired Settlement: All I want is the check for $100.80 that I was to receive when I submitted my gift card information on 3/17/2014. That is the only thing that will make me satisfied and possibly bring me back as a customer in the future.

Business Response: I received the following response from our Director of Customer Service:

This customer submitted a**** **** Gift Code with a stated value of $120.00 for us to purchase. As always, prior to providing payment to the customer, we verified the balance of the gift code and found the code to have a zero balance. The code had no value. We then sent a note to the customer immediately advising them that there was an issue with the code they sent in and could not offer payment. Again, the code that the customer submitted to us has a zero balance. There is no payment forthcoming.

4/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I created a group gift on 2-22-14 and to date, the recipient has not received her $1000.00 giftcard. Invoice ******* states a $12.45 balance and actually $1000.00 was donated for a coworker dying from cancer. I have called customer service 5 times and have not received a response or call back regarding this matter. I now have four $20 charges from 3/5 & 3/10 that noone seems to know what it is for. I have another 2 giftcards for a student with cancer and the first one said 100% goal was reached and now it says that there's $15.00 remaining to reach the goal.Who took the $15 out? Now it's at 98.5% completed! No calls have been made to me although I've left several messages and I have proof of emails stating that I called. I'm very concerned as my coworkers all donated a lot of money and only one gift card has been delivered since February.*********** ************************ ****** ** **** ************************** ****** ** **** *************************** ************* ***** *** **** ********* *** ** *** ********** ******** ****************************** ***************************************** ******* ************************** ************* ***** *** **** ********* *** ** *** ********** ******** ****************************** ***************************************** ******* ************************* ****** ** **** ************************** ****** ** **** **************** *** ***************** ************* ************ *********** ***************************** ******************************** ******************************** ******************************** *********************************** **** ****** * ** ***** ****** ******************************** **** *** **** **** ****** ************ *** ******

Desired Settlement: I would like the gift card issued immediately, as it has already been paid for and I would like a phone call to discuss and resolve all of the other issues I am having with my account.

Business Response: I received the following response from our Director of Customer Service:

Invoices ******* * ******* have both been shipped and received. The other 2 outstanding invoices for this customer are both open and still accepting donations. All of this customer’s orders are either completed and delivered, or still open and active.

 

4/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased thr gift card on feb 28th and When I received the card I activated it but according to their system it never was. I tried multiple times to use gift card but was denied due to non activation. Contacted multiple times about the card was told it was active. Went to use card again last Saturday 3/15 was denied so I called the service center again to find out it was never active so I call again through automated to activate card and again was confirmed so I wait 5-10 minutes before trying my order again which was again denied so I called back to find out the merchant card was not even in their system which it said on the card the merchant. So they said it would be another 24-48 hours to fix that so after a month of dealing with these issues I asked for a refund which they was able to do but since I used a prepaid credit card I did not have the card anymore to refund to it since the balance was used. So the manager ****** ******** asked for my address to send out a check but she emails me today that it was refunded to the card which I do not have and would get charged a reissue fee on the card. Their refund process is mail the card in. Wait 10 days to verify then they will refund based on payment method. I do not have the card anymore. I used the balance and tossed the card.

Desired Settlement: I would at least like the refund amount the fastest way possible at minimum. I am tired of the hassle and wasting a month at least trying to use the card. The process and general customer service was unsatisfactory

Business Response: I received the following response from out Director of Customer Service:

Our refund policy is and always has been to refund the customer via the method that they paid for their order (i.e. the purchasing credit card). If a customer were to return an item to any other retailer, they would refund them via the same method that they purchased the item with. They wouldn’t refund the customer with cash or a check. We processed a full refund for this customer immediately upon being notified that he was having an issue with his card. To attempt to satisfy the customer, we had our accounting team attempt to reverse the refund to the purchasing card and issue a check. The company that issued the customer’s card would not allow us to reverse the refund. In addition, our Accounting team verified this morning that the money has already been withdrawn from our bank account. The customer would need to contact the company that issued his card and have them reissue the card to him.  We have refunded this customer in full.

4/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On March 3, 2014 I sold five gift cards to Giftcards.com. I mailed in and the gift card that day and received email confirmation the next day that they received all five cards with transaction # ****** for a total amount of $124.25 due to me for the sale. I received and email on March 5th confirming that the cards checked out and that payment was being sent. On March 8th I received a check in the amount of $42.75 from them. I assumed that they were mailing a separate check for each card I sold and went and deposited the check. As of March 12th I still have not received the remaining $81.25 as well as I now have received notice from my bank that the check is being returned, they are deducting the $42.75 from my checking account plus service fees. I have called giftcards.com twice now to find out what's going on and the first rep said he could no locate me in the system even though I was logged into my online account. The second rep just took contact info and told me someone would call me. I have not received any calls from anyone. I went online and also filed an email complaint twice, one for each issue. I have not even gotten an email back other than an auto email saying they received each complaint and now one saying the complaint is "fixed" how can it be fixed if no one has contacted me??

Desired Settlement: I would like the be give the full amount promised to me plus the service fees from the bank immediately. I would like to be contact directly over the phone by a manager and explained what is going on and how the situation is going to get rectified.

Business Response: I received the following response from our Director of Customer Service:

We did verify there was an issue with the original check that this customer deposited. We have been in regular communication with this customer since this issue occurred. The customer was able to redeposit the initial check. In addition, we have also sent a second check, which the customer has acknowledged receiving. This customer is whole and is satisfied with the end result of this situation. In addition, we also provided the customer with a gift card to thank her for her patience.

3/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I'm trying to make a time-sensitive purchase using an electronic gift card code that I purchased ONLY after seeing on the site the following: "Use your funds,instantly!"It's extremely disingenuous to have that on your website, completely ignore the question that I'm SURE lots of people have, which is when the *Word Rejected* will I get my electronic code? I paid, and here I sit waiting for the code to be emailed to me. Instantly? If by instantly you mean the 24-48 hours that the customer service rep told me after I just called them after the purchase, then yes I guess on some other planet, far far away, "instantly" means multiple days. Now I'm going to be stuck with a code I can't use because I purchased it with the direct intention of using it "instantly" as the site claims. Typical illegal bait-and-switch *Word Rejected* that I'm sick and *Word Rejected* tired of. I will literally tell everyone I know what a sham of a website giftcards.com is. *Word Rejected*

Desired Settlement: I want you to change the language on your website from a LIE to the TRUTH. *Word Rejected*, is that so hard? Do you really need to get hassled into it by the BBB in order to run an honest business? You're not in Nigeria, so act like you're not.

Business Response: I received the following response from our Director of Customer Service:

This order for a discounted merchant code was placed at 9:26pm EST on 3/11/2014. That product was delivered to************************ via email at 10:01 pm EST on 3/11/2014. The product was delivered 35 minutes after the order was placed. At the very beginning of the ordering we specifically indicate “Gift cards are delivered instantly to repeat customers and within 24-hours to new customers.” The reason for the possibility of a longer processing time for new customers is that all of our customers, for both the purchasing credit card holder’s  as well as our protection, must go through our extensive security screening process. That process can add up to a full business day to the processing time of the order. Even though this customer was not a returning customer the product was still delivered to him in 35 minutes.

3/24/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: So I decided to sell my giftcards on this site to pay some bills with it. I entered the code of my **** *** giftcard on Sunday, February 1, 2014 since this was not a business day, I received a confirmation email the following day, Monday saying my cards had been verified. The next day they sent me an email stating I have been paid and should receive the check with in 5-7 business days. So, I have waited that time and last possible day I was supposed to receive the check was Wednesday, February 12, 2014. It is now February 19, 2014 and I still have not received my check. I have called them 3 times and they will not tell me when the check was sent out or any information, they created a ticket number for me but made no effort to contact me and resolve this issue. I am just requesting that they send me a new check or paypal my money to me.

Desired Settlement: I would like for them send me money via Paypal or send me a new check as soon as possible.

Business Response: I received the following response from our Director of Customer Service:

 

This customer did place transaction # ****** to sell us her **** *** gift code on 2/1/2014. We issued check # 26110 for $45.89 and shipped it via USPS 1st Class mail on 2/4/2014. The customer reached out to us on 2/14/2014 and we responded via email to ************************* 1 hour and 5 minutes after she contacted us and advised that the check had been mailed. We did ask that the customer allow up to 15 days for the check to arrive. That check was never cashed. We stopped payment on that check on 2/20/2014 and reissued check # ***** the same day. That check was also sent via USPS First Class Mail. That check was cashed on 2/24/2014. This customer has been paid in full.

3/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: http://www.giftcards.com The website states you will be paid as soon as they receive conformation that your gift card is verified valid. Received e-mail conformation on Sunday March 16th 2014 at 1p.m stating card is valid. Today is Tuesday March 18th, have not received payment via PayPal. Below the hyperlink on Google it states payment in 1-3 hours. Called a few times. That's it.

Desired Settlement: No Settlement requested, for BBB information only

Business Response: I received the following response from our Director of Customer Service:

There was a delay in getting this customer paid. The customer has now been paid the full agreed upon amount of $74.08 via PayPal. The PayPal confirmation number is *****************.

3/19/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a Visa giftcard from www.giftcards.com and I'm having issues using the card. I first had issues activating the card with both their online and phone activation system and then when I try to use it for purchases where Visa is accepted, the purchase fails. I tried calling and nobody could help because it was the weekend but in the meantime they have my money.

Desired Settlement: Unused balance.

Business Response: I received the following response from our Director of Customer Service:

This customer attempted to use the card several times prior to activating the card. That is why her attempted transactions were denied. Once the customer activated her card, she used the card successfully at a merchant called******* ***** and at a merchant called * ***** ** **********. There are pending transactions that has been entered 3 times by a merchant called *********. We have forwarded a disputed transaction form to the customer along with instructions on how to file her dispute. Since that transaction, the cardholder has successfully used the card on 3/15 at *** **** ***** in Los Angeles and on 3/17 at ********* in Los Angeles. There is absolutely nothing wrong with this card. The customer has used it successfully on multiple occasions since activating. Her dispute is with the one merchant that swiped her transaction 3 times.

3/3/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On December 17th 2013 I placed an order for two giftcards to be sent to my son and his wife in ***** **** as a Christmas present. ON Dec. 26th they received an envelope stating what giftcards I had purchase and sent, but there were NO GIftcards attached. I contacted the company the next day and they assured me his cards would be sent. No cards were sent. I have contacted them weekly since that day asking for at least a refund. I have not received a refund or the giftcards at this time. I feel like I have been SCAMMED and I am out $51.70 and my son never received a gift. My order number is ********* ordered a %25.00 Card to Applebees and $25.00 card for TGIF.My sons name is ****** *******. He has moved and has a new address, so the original address is not correct.

Desired Settlement: I would like a full refund!

Business Response: We have issued a full refund in the amount of $51.70.  The refund has been submitted on 2/14 and will appear on your purchasing credit card in 3-5 business days.

2/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I sold two gift card codes (a total value of $112.50) on January 7th, 2014. I received an email stating the codes were verified and another email stating I'd be receiving my check within 5-7 business days. As of today, January 28th, I have not received my check. I contacted email support and they told me my gift cards were rejected for having no balance and to contact the stores where I got them. This is contradicted by the email I received stating they were verified, not to mention the email that my check was already mailed. I did not use either gift card, and only GiftCards.com had access to them. I had sent another email to support on January 22 stating that there must be a mistake of some sort, but have not received any reply. In short, I sold two gift cards and have not received my check weeks later. Both cards no longer have balances after selling to GiftCards.com.

Desired Settlement: My check in the original amount of $112.50.

Business Response: I received the following response from our Director of Customer Service:

The check for the payment of $112.50 has been issued to the customer and a member of our team has reached out to this customer.


2/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I sold a **** *** gift code to this website. I submitted required information in order to sell my **** *** gift code for a paypal payment. I received an email from them containing some of the following information: "Below is the receipt for your Gift Card or Gift Code sale to GiftCards.comOnce all your cards have been validated, your PayPal payment will be sent to the email address you provided." Note that immediately prior to entering the gift code and relevant information to giftcards.com, I had called the # on the back of the gift card and confirmed the exact balance which was $80.64. The calculated payment was to be %72.58. I then received an email: "Hello ****, Here is an update on what we verified. We have received and verified: **** *** $80.64 gift code. Our team will send your payment and confirm by email to you." Embedded in the email was also an order summary with the Estimated Value($80.64), Actual Value($80.64), Purchase Price($72.58), Status(Verified), and Transaction ID(******).An identical email several days later stated: "Hello ****, Here is an update on what we verified. We have received and verified: (blank) Our team will send your payment and confirm by email to you." The order summary now shown the following: Estimated Value($80.64). Under Actual Value, Purchase Price, Status, and Transaction ID, there was a sentence reading the following: "Unfortunately, we are unable to accept this gift card as we found the balance did not meet our accepted balance amounts." The min bal is $20, and cannot exceed $300.I logged a ticket on thier site 'Ticket # *************.I called customer service (imcompetent) and was assured payment receival. E-mail immediately after phone call: "************ has been resolved." E-mail this morning: "************ has been resolved." "****, Thank you for reaching out to us. The gift card you attempted to sell us does not meet our requirements."I'm extremely upset and feel violated and scammed. Have been unable to reach them since.

Desired Settlement: I just want the money that is owed to me ($72.58). This is completely unacceptable, if this problem is not addressed and resolved, I will be logging a complaint with fbi.gov

Business Response:
I've received the following response from our Director of Customer Service:

The payment of $72.8 has been released to the customer and a member of our team has reached out to let the customer know.


2/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a $100 GiftCards ****** **** as a gift in April 2011, with an expiration date of April 2018. Recently, I tried to activate the card, but was told that it has no balance on it any more, because a monthly service fee of $4.95 was deducted after one year of inactivity. I was very surprised by this, since the service charge was not clearly indicated in the letter, card, or the helpful tips I received with the card. I found later that there are three lines of small prints indicating this service charge on the back of the letter I received, among a page of small prints of Terms and Conditions.I found it very misleading that GiftCards makes the expiration date so clear but the service charges almost hidden. I called the customer service phone number around 7:50pm on 2/8/14, and was told that this happens frequently to many people, but there is nothing that can be done except for refunding me three months of service charge (i.e. $14.85 out of $100). Given that this happens to many people, and GiftCards is aware of this fact but still does not indicate the service charge prominently at all in the information provided to card recipients, it seems that GiftCards is exploiting people's trust of expiration date and most people's failure to read a long page of small prints in a gift they receive. I find it an unfair and unreasonable way for a business to makes profit this way.Therefore, I am writing to Better Business Bureau and asking the following.(1) GiftCards.com refunds me the full $100 in my original gift card.(2) GiftCards.com makes it clear in the future that a service charge will be deducted either on the Helpful Tips page in fonts of similar sizes to the other tips on the FRONT of the letter sent to card recipients, or GiftCards.com prints the service charge information next to the expiration date on the card.Thank you for your attention to this complaint, and I look forward to hearing from you.

Desired Settlement: I am writing to ask the following.(1) GiftCards.com refunds me the full $100 in my original gift card.(2) GiftCards.com makes it clear in the future that a service charge will be deducted either on the Helpful Tips page in fonts of similar sizes to the other tips on the FRONT of the letter sent to card recipients, or GiftCards.com prints the service charge information next to the expiration date on the card.

Business Response:

I received the following response from our Director of Customer Service:


This card was purchased on 4/8/2011. The inactivity fee is very clearly outlined in the terms and conditions. It is in no way hidden and the purchaser had to acknowledge the terms and conditions prior to continuing in the ordering process. As a courtesy, we did offer to refund 3 months of inactivity fees ($14.85). That refund was processed on 2/12/2014 and has already been returned to the card. Our goal is always to completely satisfy our customers, so we have processed another refund in the amount of $85.15 today (2/18/2014) as a courtesy.

 

To clarify, this is strictly a courtesy we are providing. The inactivity fees are clearly outlined in the terms and conditions.

 

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is overall satisfactory to me.  I appreciate the full refund by GiftCards.com and appreciate the facilitation by BBB.

I think it would be much nicer if GiftCards.com could consider displaying the inactivity fee in a more prominent place than the present though.  I think this is important if a business cares about retaining customers.

 

 

 

 

 

2/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a gift code valued at $25 to the **** ***** for a purchase price of $22.50 Invoice ******** and upon receipt of this card it was valued at $1.46. I called their customer service whom just told me they would take care of it later, however no refund was offered or given and i am still out $22.50 and cannot even use this $1.46 for fear of loosing my entire $25 card that is owed to me.

Desired Settlement: Refund of $22.50, I no longer want the card because it was going to be for the purchase of a gift i need to buy today.

Business Response:

A full refund in the amount of $22.50 was processed on 2/17/2014 and should appear back on the purchasing credit card within 3-5 business days.

Consumer Response:

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

 

 

2/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Placed order on 1/16 for a lowes gift card. Realized I didn't need the card within 5-10 minutes of ordering so I called to cancel the order. They said it's still open, so cancellation is not a problem. I got an email stating my order was cancelled and that my card will not be charged. It states specifically: "No charges have been applied to your credit or debit card. You may see a pending charge on your account from GiftCards.com that your bank is waiting for us to authorize. This charge is usually lifted within 3 business days by your financial institution." Happened to check my card on the 18th and sure enough, a charge for 118 dollars posted to my card. I called and they said it wasn't supposed to and that they would issue a refund which I would see by 1/24. Checked on 1/24, no refund. I called again and they said I'd see it by 1/27. Checked on 1/27, no refund. I called my credit card to dispute the charge, I am done dealing with giftcards.com.

Desired Settlement: Refund my money

Business Response:

Your order on 1/16/2014 was properly cancelled by the agent when you called in at 9:54.  When an order is cancelled before it processes funds are not captured and a pending authorization appears on your credit card.  In this instance  due to a system error funds were captured from your credit card in the amount of $117.28.  We are refunding you the full amount of $117.28 for your purchase.  The refund was submitted on 1/31 and will appear on your purchasing credit card in 3-5 business days.  We apologize for the inconvenience.

Consumer Response:

So, in other words, this company had no intention of refunding my money. This order was placed on 1/16 and the charge posted on 1/18. As I mentioned I called on 1/18 and they told me it would be 3-5 business days for the refund to take place, which should have never been charged in the first place. I called back on 1/24 when there was no refund, and they said it's in process and to check on 1/27. I called on 1/27, and they said it's still in process. This is when I contacted the BBB. Now, the response I get is that the refund was submitted on 1/31. So, in reality, the refund was never issued even though I called 3 times, got a cancellation email, and was assured that everything would be processed accordingly.

This is very sneaky and shady business and I will never purchase an item from here again. I have already cancelled my credit card number and requested a new number because I have no trust for this company whatsoever. I called this company a total of 4 times to cancel my order, all of which I was told the cancellation was processed, but it took filing a formal complaint to the BBB and a call to my credit card company to get my money back, which I still don't even have. While obviously I accept this solution, as it gets me my money back, the method that I used shouldn't have been necessary, and if I hadn't followed up closely on this, I am sure my refund would've never come. I have put way too much time and effort into this and would never recommend this website to anyone.

 

 

1/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January 11, I tried to use my **** Virtual gift card for $300 to place an order on ****** website. Initial order was $8.00 over the card amount due to taxes, despite my effort to keep in at $300, and declined. Using ****** website, I "backed up" and removed a $10.00 item to get the order back under the card amount of $300 and re-submitted the order. The order "confirmed" from ******.Today, on January 13, I arrived to work to find an e-mail from ****** that my order was not processed and cancelled.Upon calling ****** customer service line, and a 3-way conference call with ****** at Giftcards.com, I have learned that Giftcards.com will take 6 to 10 business days to "put the funds back on my card". My question is.....put what funds back? I have an e-mail from ****** that my order did not process and no charges were put on my account. The first order to ****** did not confirm. No charges were ever put on the card...and I never spent any of the money.And now...I have to wait another 6 to 10 days (Giftcards.com estimates January 21) before I may use the $300 on the card.When I asked for their bank name to try to explain this...and expedite it, I was told they could not release the bank name.I just want my card "reinstated". I spent none of the money...and have received nothing. The items I was trying to purchase were sale and clearance items, which will most likely be unavailable by the time this is resolved.This is a terrible way to do business.And by the way...upon my last call to ****** at Giftcards.com.....we were "disconnected" when I questioned why I could not have the bank information.I am reading very bad reviews about the company. I want this resolved...and I should not have to wait 10 days.

Desired Settlement: I want the $300 reinstated on my gift card immediately. It is ridiculous to wait 6 to 10 business days. No funds were removed from the card.

Business Response: I received the following response from our Director of Customer Service:

This customer attempted to use her virtual card for a purchase that exceeded the available balance of her virtual card. When that happened, a preauthorization for the amount exceeding the available balance of her virtual card to the bank. The bank, as is normal procedure for all transactions, placed a hold on those funds. The cardholder realized her mistake and just a few moments later attempted a purchase for an amount that was less than the total available amount of her virtual gift. But due to the fact that the full amount of the previously attempted transaction had place a hold on the funds, the transaction could not process to what the system deemed as an “overdraft”. Unfortunately, we have no ability to expedite removal of the preauthorization hold. Typically, these preauthorizations fall off within a few business days. I spoke with the cardholder today and explained the situation and provided her with my personal phone number as well as my email address with assurances that I will watch for the preauthorization to fall off and her full balance to become available. I will notify her directly one that has happened. The cardholder seems satisfied.


1/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As holidays were around the corner, I found giftcards.com and I was able to place photos on the card for use. My order included (3) different cards for (3) different people living in the same household. The payment was made, the shipping included (for a steep price, but I figured to send 3 gifts in time for the holidays it was worth it). The next day I went back to the website to see the progress and noticed that everything went through but on the receipt it showed only (1) card on the order as the other (2) were cancelled. I know I didn't cancel it and there was no reason for the discard. I called in and was told that my photos were unacceptable so they processed the order without the 2 cards. No contact was ever made to inform me that my order was to be processed incompletely. I was thinking of ordering another 2 cards to get it out at the same time but while on the phone with the CSR, I asked about a remedy..would I need to place ANOTHER order and pay ANOTHER shipping fee if I was to complete it or could Giftcards.com just add it to the previous order I had already submitted. The CSR said No and I would need to place another order and pay an additional $88.00 for shipping. MAJOR CONCERN: 1. My order was NOT right but yet Giftcards.com processed it incompletely and sent out the order without gaining approval for processing my credit card for a DIFFERENT amount other than what was agreed to during the initial transaction. -Last I checked, if an amount has to be changed, customer approval/notification must be completed otherwise it's considered fraudulent-2. Wanted to cancel but the CSR Supervisor said NOT only would I get charged a credit card fee but I would also be charged for shipping. -Why should I be penalized for failure to communicate clearly with customers?-Wanted to speak with a director, informed that they would get back to me when office opened on Monday Dec.23. No call received yet.

Desired Settlement: Compensation: $ 50.00 for the shipping price....as I would've CANCELLED the order if I had KNOWN the COMPLETE ORDER wouldn't have been fulfilled. I'll pay for the card as it has already be delivered as a gift but I should have been consulted to complete my purchase properly AND asked to process my credit card for the different amount other than what was stated on my original receipt. Please contact me if any additional questions arise or if more details are required.

Business Response: I received the following response from our Director of Customer Service:

We certainly apologize for any inconvenience this may have caused the customer. However,  in the past, customers have been upset when we cancelled their entire order due to one image not meeting our image guidelines. According to our General Counsel, so long as we charge the card for a lesser amount than originally approved, not a greater amount, we would be violating no rules. At the time the images were denied, an email was sent to the purchaser at the email address they provided in their order within a matter of minutes. We absolutely did notify the purchaser that their images were not approved. That email also contained a link that could be followed to add subsequent cards to the same shipped package. I am sorry if the customer was advised that there would be additional shipping charges, aside from USPS First Class Mail, we can always add multiple cards to the same shipment at no extra charge.  In addition, during the process of uploading an image to be used to customize a gift card, we provide a link to our image guidelines which would have specifically shown that the images being uploaded would not be able to be approved.


1/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order with giftcards.com on 01/09/2014. I cancelled the order SEVEN minutes after creating it. Today 01/16/2014 is 5 business day since the cancellation and I have not received my refund. After having ****** contact the company, I found out that the rep lied to me and the refund was NEVER processed. Now they want me to wait ANOTHER 3-5 business days.

Desired Settlement: I want an IMMEDIATE refund!

Business Response:

I received the following response from our Director of Customer Service:


This customer did place an order (invoice # *******). That order was cancelled at the request of the purchaser a few moments later. Typically, when an order is cancelled prior to processing, as this order was, no funds are captured. We realized that the funds were captured and submitted a refund request. That refund was processed by our accounting team yesterday (1/16/2014). The full purchase amount has been refunded back to the purchasers credit card and should show up on that account within 3-5 business days. We regret any inconvenience this may have caused.

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I cancelled the order on 01/09/2014. Why was my refund not immediately processed? Why was it only processed when I called on 01/16/2014? Why was I told by the business that my refund was on its way when it had not yet even been processed? Why did I not receive a message from the business to notify me that THEY had made a MISTAKE and had not issued the refund? Why did I not receive an apology or an attempt to make things right? Why do I have to wait ANOTHER 3-5 business days to receive my money?!

Regards,

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

 

 

1/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Sold Giftcards.com a ****** GC on 12/24. On 12/25 GC.com verified the funds and the next day issued me the credit. Smooth transaction.(I thought) On 12/30 GC.com sends me an e-mail and charges my credit card the sales amount and a 10.00 transaction charge saying the gift card I sold to them was used on Target.com. I spoke to them on multiple occasions and told them I was the sole person who had the card and scratched off the pin number to enter on the giftcard.com site and did not use the card. They accused ME of fraud. All this over a lousy 50 dollar gift card. They have washed their hands of the situation and refuse to do anything about it. Either they have a system issue, or some associate there is dishonest.

Desired Settlement: The 55 dollar charge needs to be refunded. I sold them the gift card and they verified the funds. I never used that gift card.

Business Response: I received the following response from our Director of Customer Service:

This customer sold us a ****** card as stated in the BBB complaint. At the time the balance on the card was verified, a payment was issued to the customer in the amount of $45.00 via PayPal. At the time that the card sold to us by this customer was purchased, as part of our normal process, we attempted to re-verify the balance. At that time, the balance on the card was shown to be compromised and again, per our normal process, this customer’s credit card was charged for the amount of the PayPal payment. After research, we have surmised that the customer was not responsible for the compromised balance on the ****** Gift Card. A full refund of the amount charged to his credit card has been submitted and the customer will be receiving a check to make him whole. That check should arrive within 7 -10 business days at the address the customer provided when selling us the card originally.


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

1/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent 3 brand new gift cards to giftcards.com. They agreed to purchase each $25 card for $18. I then received an email from them that there is a "problem" with one of the cards and that they would be in touch. I received a check for $36 and never heard from them again. I tried to contact them numerous times. It is almost impossible to try to find a way to send an email to their customer service dept. I finally figured out how to send one and they sent my a claim number and said they'd be in touch. They were once again never in touch. I sent another email claim to customer service and never heard from them again. Finally, today, I received an email from them saying they have no record of my claim with the claim number they assigned to me and that as a result, they closed my claim. They have a link where they say you can reply to the email. Of course I have tried the link for weeks and it does not work. I believe giftcards.com reimburses sellers a portion of the amount they should and then say there is a "problem" with the sellers gift cards. I believe giftcards.com thinks this makes them look legitimate as they are dispensing some of the money. However, if they do not contact customers when there is a "problem" and a customer has no actual way to reach a customer service person, this does not appear to be a legitimate business. I would advise anyone thinking of selling gift cards to giftcards.com not to send their gift cards in expecting the full reimbursement promised or any assistance whatsoever.

Desired Settlement: I would like the remaining money I am owed by giftcards.com

Business Response: I received the following response from our Director of Customer Service:

This customer sold us 3 merchant gift cards and agreed to a payout amount for those 3 cards in the amount of $54.00 for all three cards. Due to a misinformation provided to our accounting team, the customer was only sent a check for $36.00. Once this was brought to our attention by the customer. We researched the issue and immediately cut an additional check in the amount of $18.00 which was mailed to the customer on 1/9/2014. This customer has been made whole and we certainly apologize for any inconvenience this may have caused.


Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.   I received the check from giftcards.com today.  Thank you for your assistance.

 

 

 

 

1/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a $100 gift card to be sent to my 21 year old son for Christmas. I personalized it with a picture that was later deemed inappropriate (cleavage). At the time of checkout, I read the mandatory terms to continue processing my order. At no time did those terms state that if GiftCards.com finds the image inappropriate, that they may cancel my order and charge me for the cancellation, which is what happened.I placed my order, invoice #*******, on Saturday 12-22-13 at 2:48pm EST for a total of $112.40 (100.00 card, 4.95 card fee, 7.45 shipping and handling). At 3:09pm EST, I received an email stating that my order had been cancelled due to: Violence, blood, dead animals, indecency, nudity or semi-nudity. It was also stated in the same email that "We reviewed the images submitted and had to decline the cards listed below. Please review the refunded images and resubmit if you wish to try with another photo." I thought, "no problem, I'll simply update the image to a more appropriate one and the order will continue to process."I found out that my bank had been charged the $112.40 immediately and that my order had been cancelled and a refund of $104.95 would be issued - eventually. I called and spoke to ***** about this who told me the difference $7.45 was the cancellation fee (although it is the same amount as the shipping...) I explained that I would like to simply change the image and continue with the order but ***** informed me that that was not possible, that a refund had already been issued.I explained that the refund was not the total price and that if they wanted to cancel the order, then they should refund the total amount, especially since there was nothing in the terms that said they could cancel my order at any time and charge ME the cancellation fee. Besides, the email made it sound like I could simply resubmit the image and the order would continue on its merry way, which is incorrect.I now have to wait to see WHEN I will get a refund and for how much.

Desired Settlement: Total refund of $112.40, an apology letter sent to my son for him not receiving a gift card before Christmas and all available funds accessible to Giftcards.com held for X amount of days (the same amount of days it takes for the money to reappear in my account that it was taken from).

Business Response: I received the following response from our Director of Customer Service:

During the ordering process, at the point which the customer would have uploaded the image to be used to customize their card, a link to our Image Guidelines was provided. Had the customer referenced those guidelines, it would have been clear that the image submitted could not be approved according to those guidelines. At the time the image was deemed inappropriate and the order cancelled, an email was sent to the email address provided by the purchaser to advise them that their order was cancelled due to a violation of our image guidelines. In addition, given that the order never processed, no funds were ever captured by us. The “charge” the customer saw on their credit card was simply a preauthorization. Again, no funds were ever captured by us. The full amount of the preauthorization would have fallen off in 3-5 business days.


Consumer Response:

I have submitted a copy of the screen shot taken from the website where the Image Guidelines appear.  As you can see for yourself, it blends in with the rest of the jargon and does not appear to be a link, as most links in email, on websites, etc., have an underscore and appear in blue.  This "link" does not have any of those attributes.  The main focus of the page is to upload photo and to select how many cards.  There was no disclaimer that I had to read and one was not presented to me prior going through this process.  Had there been a pop up or a mandatory page that I had to agree to, this could have been avoided.  The current tactic is blatantly clear to me that the company knows it is off the beaten path, so to speak, so no one will think to read it, therefore they will continue this same practice on their customers.

Secondly, the image that was uploaded was not obscene or inappropriate.  It was a picture of a woman's blouse.   There was nothing inappropriate about it.  No undergarments could be seen, no inappropriate flesh, it was simply a blouse.  Besides, your version of inappropriate and mine are obviously way different and with this picture being inappropriate, I'm sure the company's dress code policy must be full overcoats and mask so that there is no visible skin showing or blouses.

Lastly, The funds were captured.  My bank balance reflected the deduction and reduced the available funds I could use for 4 days.  It left that account with less than the amount needed to purchase another gift card of the same value, thus making it impossible to give my son his Christmas gift on time because of it.  The funds were returned 4 days later, but by then, Christmas had passed and I was left looking like a bad father because I was unable to send my son a gift card that I promised him.

This company's policy on inappropriate pictures should be changed to give the customer the option of changing the image if it is deemed inappropriate.  Simply canceling the transaction and leaving the customer with no way to purchase the card elsewhere, where the same photo may be deemed appropriate, is low.  It takes the customers funds and locks them up for 3 or 4 days so that they are unable to use them and they can do it on a whim and for whomever they choose.  It's at their discretion who they choose to screw over and the customer doesn't have a say in it or an opportunity to correct any mistake this company deems is worthy of canceling the transaction.

I stand by my demand that this company write my son an appology letter explaining why he did not receive his Christmas gift on time as well as placing all of their funds on hold for 4 days so that they are unable to pay bills, payroll, material costs, etc., just like I was unable to do because of their actions.  Eye for an eye, since we're sticking to what's "appropriate" and not according to Bible guidelines.  See how they like being treated like one of their own customers.

Regards,

***** ******

 

12/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sold my *** **** gift card worth $200.00 to giftcards.com on Saturday, November 16, 2013. They pulled $1.00 out of my bank account and then verified that there was indeed $200.00 on the gift card. My husband received an email stating that everything was verified and our check would be mailed soon. The next morning, we received another email saying that there were no funds on the gift card. The customer service agent then said that the funds were drained sometime between Saturday the 16th and Sunday the 17th by an online TRANSFER in the amount of $200.00. They are now refusing to refund the money they took off of my gift card and also refusing to issue me the promised $164.00 check in exchange for my $200.00 gift card. Keep in mind that I received this gift card in the mail from my employer Friday November 15th. I verified that there was indeed the $200.00 loaded onto the card. Giftcards.com ran numerous inquiries on the cards balance as well. We wanted to sell them this gift card because we do not shop at *** **** and wanted some extra cash for Christmas for our 2 year old boy.

Desired Settlement: I would like my $200.00 gift card refunded or the promised $164.00 check in exchange for the funds stolen from me. Also, reporting gift card as stolen by giftcards.com

Business Response:

We received the customers *** **** card through our GiftCards.com sell process on Saturday 11/16/2013.  According to *** **** the funds of this card were depleted at *** **** ** ****, which is identified as an online purchase.  Our representative ****** spoke to ******** ******* ******** husband on 11/19/2013.   Customer stated to our representative that the gift card was received as a bonus card from employer that was received on 11/15/2013.  When we checked to verify the balance of the card we were informed the card was used for a purchase online on Saturday 11/16/2013.   Customer did a conference call with ****** to *** **** and placed a claim that the card was not used by them.  The claim was acknowledged by *** **** and *** **** stated they would respond in 3-5 business days with a response.  Our representative spoke with ******** on 11/22 and he stated that he had spoken to *** **** and was filling a claim with employer to have the amount of the gift card reimbursed to them.   ******** also stated he would remove this BBB compliant as a result of these findings.  We have not heard back from the customer since 11/22.