Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/09/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told i had wo. The f250 but then got hacked right afterwards, and when i check black list records it says omaze has me blacklisted under errata. I just wanna know what happen for you guys to do all this to me. I get it i dont win thats fine... .just why did it happen like this. *** tried to ask you several times now im at the BBB and trying yet again. If im label by you as errata that means you are the one who hacked me because nobody else would have listed that, because i called the police when i was hacked. I didnt know how to handle that scenario. Either way im not try to *** im just wondering why you did it like you did? What did i do? You have me label as abuse a blackilist errata!!! Please explain.

• Initial Complaint

  Date:12/26/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a non profit that matches OMAZE's criteria for partnering with them and have reached out several times to see if we could use their platform to create a sweepstakes experience. Several weeks and months passed and no answer... So I decided to reach out to what they advertise as their "donor-advised" funds such as CAF, Global Impact and looks like all of these are just created to give a sense of accountability, however, it is impossible to reach out to anyone at any OMAZE or affiliate organization. CAF actually said they were ending their relationship with OMAZE at the end of 2023. I will keep digging to get to the bottom of who OMAZE is. I think they are shady and having ZERO customer service or response to requests prove that.

  Business Response

  Date: 01/12/2023

  Our apologies that a member of our CX team couldn't reply to you sooner; we've been receiving a much higher than normal email volume. We can assure you that all of our sweepstakes experiences have always been 100% real. We understand your concerns and hope we can clear up any confusion.
  
  Omaze was founded a decade ago and has since grown into an organization that has raised nearly $200 million for charities in ***************** and around the world. In partnership with our charity clients, ************************ *******, ********************** and Global Impact, we've raised funds that have supported over 350 charities. Thanks to our incredible community of donors, Omaze's experiences have raised enough to build an entire teen center in ************, **********, a children's hospice center in ******, and much more.
  
  We are not currently taking on new charitable beneficiaries for Omaze.com, but we always welcome the opportunity to learn about organizations we have not yet supported.
  
  We sincerely appreciate your interest in Omaze and thank you for the incredible work you do each and every single day.

  Customer Answer

  Date: 01/18/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have contacted all of your charity clients which are just processing funds. And CAF said they won't work with in 2023. You say you want to "hear more about our work" ... How? You have zero interest in fundraising other than the outrages fees you collect.I am writing a broader article to expose you.

• Initial Complaint

  Date:11/16/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have donated to OMAZE many times in the past, but recently on an online Internet forum, it was found that Omaze is legally obligated to allows free entries without any donation or purchase. Therefore, it is possible for someone to enter for free, each time granting you 2,000 entries, capped at 6,000, which is the equivalent of someone paying $300 or so for paid entries. The concern came up that those using the free entry method were not being entered into the raffle, or that the free entries are not weighed the same as paid entries? How can we confirm this? Has OMAZE been audited to see if they are correctly entering all of the entries, free or paid, in their sweepstakes equally? Is there any information the company can provide to confirm this?

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/11/22) */ Thanks for reaching out, we'd be more than happy to address your concerns. There are indeed two ways to enter for a chance to win our sweepstakes experiences. The first is by making a donation on an experience page through the Omaze platform. As a gift with your donation, you'll receive entries into the associated sweepstakes experience. The second is through the Alternative Method of Entry (AMOE), with no purchase or donation necessary. To find the link to the AMOE form, navigate to the experience page of your choice on omaze.com. Then, scroll down to directly underneath the donation level options. There you will see a link to "enter without contributing" located in the center of the page. For experiences on Omaze.com, each AMOE form submitted gets you 2,000 entries to the affiliated sweepstakes experience. For experiences on Omaze.com, the maximum number of entries of any kind allowed per person per single sweepstakes is 6,000 entries, regardless of the method of entry. We've worked carefully with our Legal Team to set these entry numbers and create the best experience possible for all users, but we always welcome feedback. We can assure you that all entries are weighted equally in the random drawing process. If you login to your account under the email used to donate and/or submit your entries online, you will see your entry counts listed on the "Your Experiences" tab of your account. Once you reach the maximum number of entries allowed per person for an experience, you will see "MAX" displayed next to your entry count. For each omaze.com Grand Prize sweepstakes experience, a potential winner is drawn using a proprietary process based on industry standards to ensure that each drawing is conducted completely at random. Our draw engine has been certified by ************************************************* is an industry leader in providing independent testing and inspection of electronic gaming products. A random number is generated from entropy present in the operating system running the code. This number is cryptographically secure. Every entrant's entries into an experience gets assigned a unique entry range. (For example, if you have 100 entries, you could have entries 0-99, while another person could have entries *******.) We then tell our *** to select a number between 0 and however many total entries there are in a given experience, and it picks a number at random. Every single entry has an equal chance of being drawn. Once this is completed, our system matches the corresponding entry to the number drawn and our**** returns a list of potential winners. At no time does any member of Omaze see the winning number to ensure the sweepstakes cannot be tampered with. That way, we don't know any information about a potential winner until they're drawn. Then comes the fun part, when we get to tell them the good news! You can learn more about the winner confirmation and verification process in our Official Rules. If you have any further questions, our CX team would be happy to answer them via email at ********************

• Initial Complaint

  Date:11/14/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SPAM EMAIL PRACTICES CAN-SPAM VIOLATION! I used to donate to Omaze for a while but after not ever winning I decided that I no longer felt like supporting them. So I unsubscribed to their emails using their link and was taken to a website that said I would no longer receive their emails. Since then (it has been over a month) I have received many daily emails from them! So I tried reporting them as SPAM from within my gmail account, because this usually works and Gmail will just send them to my spam folder. NOPE! Every day 2-3 emails of more each day keep coming in! So then I tried Blocking their emails from within Gmail. This STILL DID NOT WORK!!! So then I resorted to sending them an email through their customer support feature asking them to please remove my email from their list. NO RESPONSE! And there was not even an acknowledgement from them that they received my submission. A week later and I still receive 3 or more emails each and every darn day!! So they are using technology to bypass the Spam trap and the Blocking features to get into the email accounts of people who no longer want to hear from them. This is ILLEGAL!!! They take no responsibility nor have they tried to help me remedy this situation. I just don't want their stunning emails anymore!! OMAZE IS A SCAM!!

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 5, 2022/11/18) */ We can assure you that Omaze is 100% legitimate. We take complaints very seriously, and would be happy to look into this for. However, we do not have a record of the email used to make this complaint in our email messaging system or customer service platform. Please keep in mind that if you have subscribed under another email address that is set to forward to this one, that that email address would need to be unsubscribed separately. If you can please email [email protected] from the email address at which you've been receiving our promotional messages and mention this BBB complaint, we can help to get things resolved for you ASAP.

• Initial Complaint

  Date:11/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently donated on omaze and a few days after had realized that the credits had not show up in my donation history. After I had realized what happened I had taken to the help center on omaze to see how to initiate a refund on omaze. I couldn't find anything explaining how to get a refund in the help center or online, only a couple things telling me that I could but not how. Shortly after I emailed customer service to ask about a refund but have not gotten any answers in multiple days. All I would like is a full refund.

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 5, 2022/11/09) */ We can see that a member of our team has replied to the customer and issued a refund as of November 9th. Please note that it may take 3-5 business days for the funds to appear back within the customer's account, depending on their bank or credit lender.

• Initial Complaint

  Date:08/26/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been donating to Omaze and have recently discovered that part of my entries are not showing in my account.. my most recent donation was on or around August 13, 2022.. I believe what has happened is that I've donated using two different email accounts.. I might have inadvertently used both accounts.. now, my entries are only showing up on one account and I know I've donated more than the total amount showing in my account.. I have sent at least 8 emails and have not received any response.. I do not know how else to reach out to them and the donations end on Aug 26, 2022.. please advise on what to do as I don't want to lose that money.. I've listed both email addresses and phone number.. *********************** (this has entries) ******************* (this one is missing) This one (bottom one is the email I currently use) ************ Thank you so much, ************

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/09/01) */ Hello ******, Thank you for giving us an opportunity to work with you. My name is **** and I'm the Manager of Customer Experience here at Omaze. I can see that you've spoken with our Customer Experience team several times in the last couple of months, including most recently following the email that you sent on August 30th. It looks like the agent that helped you was able to resolve the issue to your satisfaction. If you have any additional questions or need further assistance, please don't hesitate to reach back out to us at [email protected]. Business Response /* (-10, 6, 2022/09/01) */ ***Document Attached*** The customer has used two email addresses to contact our team. For the first of the two emails, their yahoo address, they first wrote to us on June 9th asking for assistance with a promo code. Our team was unfamiliar with the issue the customer described, so we asked for more information. Our reply was sent the same day, June 9th. The customer came back to us on June 10th asking if there was somewhere that they could see if their promo code was applied correctly. Our team replied on June 13th explaining how the free Alternative Method of Entry works on our site, how to check their entry counts via their account and sent instructions for how to activate their account, should they wish to do so. It does look like there may have been some confusion regarding which account the customer was enquiring about. The customer had did not let our team know at this time that they had two accounts, so all the agent had to go off of was the account associated with the email from which they'd contacted us. Then, on June 12th, they wrote to us stating that they were experiencing an issue logging in. Our team replied on June 14th and asked for additional information to help troubleshoot on our end. We heard back from the customer on June 15th. Our team asked a further clarifying question of the customer on June 19th. They then wrote to us again on June 21st saying, "Please disregard my email re: bonus entries.. ******* Our team let the customer know that we were glad that they could now access their account and to please let us know in the future should they need any further assistance. Next, the customer sent the following: "I need help... I've reached out numerous times and I have not received any responses... I have made a complaint to ***.. Thank you" despite having been helped by our team in the past several times. A member of our team replied the same day with the following: "Thanks for reaching out to us here at Omaze! We are sorry to hear your frustration and hope we can help you here today. We see that you were conversing with one of our agents back in June. Based on this past correspondence, it looks like you were questioning whether the ********** promo code applied to any of your donations successfully. We do sincerely apologize that this question was never addressed. We can confirm that promo codes were redeemed successfully on all three of your donations and your free submissions as well. On Donation ********************************************************************************************************************* was applied successfully. And on Donation ************************************* was applied successfully. Our platform does not show us which promo code was applied to your free submissions, but we see that one for 50 additional entries was applied with each of your submissions on June 9th. Only one promo code can be accepted per transaction, so if you did enter ********** on any of these transactions it would not have applied because a promo code was already being redeemed. Hopefully this helps address your question. We would also like to mention, that it looks like you have not completed the account activation process for your Omaze account linked to ******************** Once this is complete you will be able to review all of your donation details and entry counts in your account dashboard. To access your account, please navigate to the "Sign Up" page of our site here. There you'll see two options: "Log in" and "Sign up". Make sure that you have "Sign up" selected, fill in your email address and the password you wish to use, then hit the yellow "Sign up" button. You'll then receive an email that contains a link that will allow you to complete the account activation! The subject line of the email is "Verify your email for Omaze". The link will be valid for 24 hours. If you aren't seeing this message in your inbox, please check your spam and/or promotional folders to ensure that your email server didn't mistakenly mark the message as "junk"! Additionally, we would recommend clearing your cache and cookies before using the link. If you have any other questions, please let us know. We're here and happy to help! Warmly, Team Omaze" The customer replied the same day with the following: "Dear ********,I received ur email and I followed the directions... all I can say is Thank you, Thank you, Thank you..I was so stressed and of course, I should have known it was something I did.. Again thx so much!!" From the second of the two emails, their ********l address, the customer wrote to us on June 16th and June 19th asking for assistance with their login. Since a member of our team had an open ticket with the user at their other address during this time, they went ahead and merged these two tickets into the open ticket. As indicated above, the customer's most recent message from August 30th indicates that they are satisfied with the assistance that they received. That being said, I've asked the member of our team that spoke with the customer again most recently to follow up once again.