Business Profile
Internet Marketing Services
Blackhawk Network Holdings, Inc.Headquarters
Important information
- Customer Complaint:
Blackhawk Network Holdings Inc. came to BBB’s attention in January 2009. A review of complaints was completed in October 2024.
Consumers are encouraged to review the links below for assistance with gift card questions. Because the terms of use may be subject to change, BBB encourages consumers to read the terms of service and the card order agreement using the links provided. Important sections to read are the company’s rights, fee’s that may be associated with your card and fraud abuse.
https://blackhawknetwork.com/lets-talk/faq#user=allhttps://blackhawknetwork.com/card-order-agreement
https://blackhawknetwork.com/terms-use
Complaints
This profile includes complaints for Blackhawk Network Holdings, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,141 total complaints in the last 3 years.
- 406 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/24/2024
Type: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 purchased two separate gift cards totalling about $850. I activated the cards and made one purchase for $90. When attempting to make another purchase later the same day, I was declined. I think checked the balances and learned they both had been fraudulently drained. The remaining balance was to be used for the Holidays and now things are going to be very tough.
Business Response
Date: 12/20/2024
December 20, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ****** *****
Dear Aspen,
On November 24, 2024, Blackhawk Networks (Blackhawk) received a complaint from ****** ***** regarding two gift cards that have unauthorized charges.
On November 26, 2024, Dispute Case DS0820026 was created to address multiple unauthorized charges totaling $495.88, with an email being sent to ******************* with a Dispute Form,requesting photos of the front and back of the gift card, a photo of the purchase receipt or activation receipt, a bank statement if the card had been purchased with a debit or credit card, or a utility or phone bill to validate his/her name and address if a purchase receipt or activation receipt was unavailable. Mr. ***** was also advised that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question within ten (10) business days, to allow thirty (30) to ninety (90) calendar days from the date we receive all required documentation for the investigation to be completed, options on how to submit the form by email and by fax, that they would receive updates at each stage of the dispute investigation including the final resolution, as well as an explanation why the investigation takes that long. We received the required documentation and began our investigation with the merchants in question on November 28, 2024.
On November 30, 2024, Dispute Case DS0820026 was closed in Mr. ***** favor and an email was sent to Mr. ***** advising that a replacement card would be sent to him with an expected delivery date of seven (7) to ten (10) business days. If Mr. ***** has not received the card, we invite him to contact our Dispute Team directly for further assistance.We sincerely apologize for any inconvenience Mr. ***** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
******************************Initial Complaint
Date:11/23/2024
Type: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.
My problem is that I got a $100 rebate virtual card that doesn't work for any purchases. I can't add it anywhere.Customer support is a circle of recorded options that does not help to fix why I can't use the card.Business Response
Date: 12/03/2024
December 3, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ******* *******
Dear Aspen,
On November 23, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******* ******* regarding roadblocks with redeeming a ************* Incentives card ending in 9723.
Our records show the card has declined transactions at Fan Duels as well as the ****************; these types of transactions are not allowed by the program provider and resulted in the card being blocked as a security precaution. Our records show the card is no longer blocked and has a balance of $100; we invite Mr. ******* to review the Terms and Conditions as well as the list of merchants that accept this virtual card type to ensure he is able to use it within the program provider allowances. We sincerely apologize for any inconvenience Mr. ******* may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
******************************Customer Answer
Date: 12/04/2024
Complaint: 22596954
I am rejecting this response because: this was neverexpressd to anyone prior to purchase. I am forced to use this at pre determined stores only which is false advertising!
Sincerely,
******* *******Business Response
Date: 12/11/2024
December 11, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ******* *******
Dear Aspen,
On December 4, 2024, Blackhawk Networks (Blackhawk) received a rebuttal to our response concerning a complaint from ******* ******* regarding roadblocks with redeeming a ************* Incentives card ending in 9723.
As mentioned in previous correspondence,the types of transactions that were declined are not allowed by the program provider and resulted in the card being blocked as a security precaution. Blackhawk does not set the limitations of the program that provides these cards; that is at the sole discretion of the program provider, **************. Our records show the card is no longer blocked and has a balance of $100; we invite ********** to review the Terms and Conditions as well as the list of merchants that accept this virtual card type to ensure he is able to use it within the program provider allowances. We sincerely apologize for any inconvenience ********** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
******************************Customer Answer
Date: 12/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *******Initial Complaint
Date:11/22/2024
Type: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.
On 8/26/24 I completed a health assessment through HighMark and was supposed to get a $20 gift card within 60 days. For the last 3 weeks Ive been trying to resolve this issue. I completed paperwork as requested and have never head back from them. Their customer is awful and they make you feel like its your fault that they havent sent out the promised gift card. I would like to get my gift card and never have to deal with this company again. There should be regulations that protect customers from this kind of company abuse.Business Response
Date: 12/23/2024
December 23, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ****** ****
Dear Aspen,
On November 22, 2024, Blackhawk Networks (Blackhawk) received a complaint from ****** **** regarding a HighMark Rebate card that has not been received.
On November 13, 2024, Case CS14518943 was created to address a $20 HighMark rebate card that had not been received. An email was sent to *********************** to request a reference number for the rebate claim as well as the full name, mailing address, and email address on the claim itself. The requested information was received the same day, and on November 22, 2024, supporting information was requested due to the information that was provided not being associated with a rebate claim in our records. On November 25, 2024, we requested a good time to call Mr. **** to complete the verification steps we needed to perform, and Mr. **** advised that between the hours of 0900 and 2000 hrs EST were preferable. After speaking with Mr. **** via phone, we reached out to the program administrator associated with the rebate in question on December 13, 2024, to research this matter more deeply.
Our investigation with HighMark did not yield any results; however, a $20 virtual gift card has been sent to Mr. **** as of December 19, 2024, as our way of apologizing for any frustration or inconvenience the situation may have caused; we recommend that he check his email inbox, Spam folder, Junk Mail, or Promotional folder for the eGift card in question. We sincerely apologize for any inconvenience Mr. **** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
******************************Initial Complaint
Date:11/22/2024
Type: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.
Nov.16,2024 I activated a gift card that had $20. On the same day someone used the funds and attempted to use more than what was on the card. I reached out to the company. They were able to see the transactions and tell what was purchased. However they are now requesting personal information in order to obtain a refund or another card. I do not feel comfortable sharing personal details, nor should I have to.Business Response
Date: 12/10/2024
December 10, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ******* ***************
Dear Aspen,
On November 22, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******* *************** regarding documentation requirements for Dispute Case DS0816034.
Dispute Case DS0816034 was created on November 21, 2024, to address unauthorized charges against a **** gift card ending in 6373. An email was sent to **************** with a Dispute Form, requesting photos of the front and back of the gift card, a photo of the purchase receipt or activation receipt, a bank statement if the card had been purchased with a debit or credit card, or a utility or phone bill to validate her name and address if a purchase receipt or activation receipt was unavailable. Ms. *************** was also advised that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question within ten (10) business days, to allow thirty (30) to ninety (90) calendar days from the date we receive all required documentation for the investigation to be completed, options on how to submit the form by email and by fax, that they would receive updates at each stage of the dispute investigation including the final resolution, as well as an explanation why the investigation takes that long.
After confirming that the replacement card that was sent to her had been received on December 4, 2024,Dispute Case DS0816034 was closed in Ms. ***************** favor on December ******, as a one-time courtesy despite having not received the required documentation.The $19.93 in unrecognized charges have been applied to the replacement card.Our records show the replacement card in question ending in 0285 has a balance of $20 as of today's date. We sincerely apologize for any inconvenience Ms.*************** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
******************************Initial Complaint
Date:11/20/2024
Type: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.
Our team is currently working on your case CS14413406 and has the below update. Thank you for your patience with this matter.I have submitted documents they requested and it has been 3 weeks and no update on my case. they seemed to think there was fraud? dont trust this companyBusiness Response
Date: 11/27/2024
VIA BBB WEBSITE
November 27, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ***** ******
Dear Aspen,
On November 20, 2024, Blackhawk Networks (Blackhawk) received a complaint from ***** ****** regarding roadblocks with redeeming a MasterCard settlement card ending in 6558.
On November 1, 2024, ********* contacted us by phone regarding her concern. Case CS14413406 was created. On the same date, an email was sent to Ms. ****** requesting for image of a current government-issued photo ID with date of birth, a copy of a utility bill showing Ms. ******* full name and address registered on the card to validate proof of ownership, and a copy of the original email received informing of the reward which also contains the retrieval link of the reward.On the same date, Ms. ****** responded to CS14413406 with the requested information. On November 4, 2024, Ms. ****** requested an update of her concern. On the same date, an email was sent to Ms. ****** advising her that her concern was in progress and will provide an update to her. On November ******, an email was sent to Ms. ****** requesting for the image of a current government-issued photo ID with date of birth, a copy of a utility bill showing Ms. ******* full name and address registered on the card to validate proof of ownership, and a copy of the original email received informing of the reward which also contains the retrieval link of the reward. On the same date, ********* responded with the requested information. On November 10, 2024, ********* requested an update of her concern. On November 13, 2024, an email was sent to Ms. ****** advising her that her concern was in progress and will provide an update to her. On November 21, 2024, case CS14413406 was closed with an email sent to Ms. ****** advising her that her gift card has been unblocked and ready to be redeemed.
As of November 27, 2024, we can confirm Ms. ******* gift card ending in 6558 has been unblocked with a balance of $100.42 USD ready to be redeemed. Our record also showed redemptions has been made on November 22 and November 25, 2024, on Ms. ******** gift card ending in 6558. We sincerely apologize for any inconvenience Ms. ****** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
******************************Customer Answer
Date: 11/27/2024
Complaint: 22582712
I am rejecting this response because: i had previously sent the documents they requested. I had not heard from them in weeks and when I called they said it will take up to 10 days. I called back after 10 days and still no resolution. If I did not go to BBB I feel I would still be waiting. Very poor customer service and response time. I'm very disappointed.
Sincerely,
***** ******Business Response
Date: 12/12/2024
VIA BBB WEBSITE
December 12, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint # ********, ***** ******
Dear Aspen,
On December 3, 2024, Blackhawk Networks (Blackhawk) received a rebuttal to our response to a complaint from ***** ****** regarding roadblocks with redeeming a MasterCard settlement card ending in 6558.
We deeply appreciate Ms.******* feedback regarding our processing procedure. Ms. ******* feedback is very important for us to continue to improve our service to meet our customerssatisfaction. We will review each step of this process with our various internal teams to find avenues of opportunity to reduce our response time as well as ways to increase our customers satisfaction in instances such as this.We sincerely apologize for any inconvenience Ms. ****** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
******************************Initial Complaint
Date:11/20/2024
Type: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.
My situation NEVER gets resolved! just get passed around from representative to representative, No one actually steps up to solve the problem. It just gets passed around. I do everything they ask by Confirming all sorts of ID for them to Email me saying case has been resolved and time after time Is NEVER resolved! my balance on my gift card disappears randomly. They send replacement physical cards that CAN NOT be activated! Not to mention they charge you three dollars for the physical gift card LOL. sounds to me like they are stealing identity and money! And I will be putting this exact message on the BBB as soon as Im done here! *** HAD IT!!It is now Wednesday, November 14, 2024. I have been dealing with Blackhawk network on this one issue since October 26, 2024.Business Response
Date: 12/06/2024
December 6, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ****** *******
Dear Aspen,
On November 20, 2024, Blackhawk Networks (Blackhawk) received a complaint from ****** ******* regarding roadblocks with redeeming a MasterCard settlement card.
On October 23, 2024, Case CS1433673 was opened due to Ms. ******* advising that a virtual **** MasterCard settlement card was being consistently declined. An email was sent to ******************** to request a current government-issued photo ID with date of birth, a copy of a utility bill showing the full name and address of the registered cardholder to validate proof of ownership, and a copy of the original email that was received with the retrieval link inside. This information was re-requested on October 2, 2024 and we received the requested documentation the same day. On October 25, 2024, we advised Ms. ******* that the photo ID that she had submitted was covered and to re-send a version that was not covered. The card was unblocked on October 30, 2024, and Ms. ******* was advised via email that the card had the block removed.
Our records show that ********** had requested to have the virtual card exchanged for a physical one; according to the Terms and Conditions, there is a $3 fee associated with this change. Our records further show that the physical card has had the funds removed due to Ms. ******* requesting an alternative method of payment from the program provider; should Ms. ******* have any questions, it is recommended that she reach out to them directly for assistance. We sincerely apologize for any inconvenience Ms. ******* may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
******************************Initial Complaint
Date:11/19/2024
Type: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.
Date of incident started on November 11th 2024 Original amount of gift card from the gift card mall was $75 $56.76 was stolen by a hacker for **** purchases.There is no protection on these cards that are expected to be purchased as gifts or ways to save money for things your need. As soon as I figured out money was missing, I called customer service since there is no way to see your transactions, I had no idea what happened, til I was told there were **** purchases. I used the card once after activating on their webpage. I had my gift card deactivated and told I would get another in the mail and have to wait 30 - 90 days for a resolution and 7 days for a new card in the mail with .35 on it, til the investigation was over with. Honestly I could prolly have had it solved in hours myself and had my gas and food money back. This also happened to my friend the same week. I just want my money back quick, as this was not my fault.Business Response
Date: 12/12/2024
December 12, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ****** ******
Dear Aspen,
On November 19, 2024, Blackhawk Networks (Blackhawk) received a complaint from ****** ****** regarding unauthorized charges against a **** gift card ending in 1889.
On November 11, 2024, Dispute Case ********* was created to address unauthorized charges totaling $56.76 against a **** gift card ending in 1889, and an email was sent to ************************* with a Dispute Form, requesting photos of the front and back of the gift card, a photo of the purchase receipt or activation receipt, a bank statement if the card had been purchased with a debit or credit card, or a utility or phone bill to validate his/her name and address if a purchase receipt or activation receipt was unavailable. Ms. ****** was also advised that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question within ten (10) business days, to allow thirty (30) to ninety (90) calendar days from the date we receive all required documentation for the investigation to be completed, options on how to submit the form by email and by fax, that they would receive updates at each stage of the dispute investigation including the final resolution, as well as an explanation why the investigation takes that long. The documentation was received the same day, and we began our investigation with the merchant on November 16, 2024, after confirming that the documentation we received was viable.
On November 21, 2024, an email was sent to Ms. ****** to advise her that the dispute had been closed in her favor and that a replacement card would be sent to her with the funds from the disputed charge being applied to this new card. As of today's date, we can confirm that the replacement card has been received and currently has a balance of $1.14, with transactions being processed as recently as November 23, 2024. We sincerely apologize for any inconvenience Ms. ****** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
******************************Initial Complaint
Date:11/19/2024
Type: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 purchased two gift cards from ********** and both credit cards had been hacked and the funds removed from the cards before I could use them. I did everything requested of me but I immediately file a dispute and got an email after calling the company multiple times to submit my dispute. They request a multitude of proof to show that I was the correct owner of the cards however nothing has been resolved and they on one card sent a replacement card to someone other than me even though I registered the card before using it. The company has dragged their feet in every way and has been unresponsive to me. The dispute team cant help me and now I have been out $400 because the cards I bought didnt work. I would like a full refund of my purchase at this point because I dont trust this company and dont understand how both the cards I bought got hacked before I could even use it.Business Response
Date: 12/04/2024
December 4, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ****** *******
Dear Aspen,
On November 19, 2024, Blackhawk Networks (Blackhawk) received a complaint from ****** ******* regarding the timeframe for Dispute Case DS0803581 to be resolved.
Dispute Case DS0803581 was created on November 6, 2024, to address unauthorized charges totaling $195.22 against a MasterCard gift card ending in 0827. Ms. ******* was advised in the email that was sent to ************************* to allow up to ninety (90)days for the dispute to be completed due to established timeframes with the card network associated with the card for the merchants in question to investigate and respond to our request for information regarding the dispute.
On November 25, 2024, Dispute Case DS0803581 was closed in Ms. ********* favor, and an email was sent to ************************* advising that the dispute had been closed in her favor and a replacement virtual gift card was sent to her email with the funds from the disputed charges applied to it. We sincerely apologize for any inconvenience Ms. ******* may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
******************************Initial Complaint
Date:11/18/2024
Type: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.
Received $1500 prepaid **** and it has been declined every where I have tried to use it. **************** assured me it was working after calling them twice. It shows it is activated on their website and says it could be used anywhere **** is accepted. **************** suggested withdrawing money through the **** That was also declined.Business Response
Date: 11/26/2024
November 26, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ****** *******
Dear Aspen,
On November 18, 2024, Blackhawk Networks (Blackhawk) received a complaint from ****** ******* regarding roadblocks with redeeming a **** rewards card ending in 3757.
Our records show that the card is currently active with no blocks; we show that there are successful transactions against the balance as recently as today's date. The card may be used at any physical or online merchant that accepts **** gift cards as a method of payment. Should Mr. ******* encounter roadblocks with redeeming the card in the future, we invite him to contact our **************** team directly by phone using the number on the back of the card. We sincerely apologize for any inconvenience Mr. ******* may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
******************************Initial Complaint
Date:11/18/2024
Type: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 purchased multiple virtual gift cards through the website giftcards.com and was informed after the time of purchase that the gift cards are not working, when the recipient tries to redeem the card, they are told they are entering the wrong information. I have called the company and during the first conversation, I was told that it may be an issue with the delivery format and an email was sent with new redemption information. That information did not work. I have since tried calling many times, with *************************************************************************************** I get transferred multiple times to people who can't help me and then transfer me, again being disconnected with no resolution. I am just trying to get these cards replaced or have them cancelled and be given a refund. One of the order numbers doesn't even show up on their website, as if it doesn't exist, but I have an email confirmation and receipt for that order. Also, when I call and do get connected to a person, they say that they cannot look up my order through order numbers and need the actual card number, but there is no way to get those numbers as the cards can't be accessed by the recipients. I do have my order confirmations for all orders with the amounts paid.Business Response
Date: 12/10/2024
December 10, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ******** ******
Dear Aspen,
On November 18, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******** ****** regarding roadblocks with redeeming gift cards purchased through the giftcards.com website.
On November 18, 2024, Case CS14574159 was opened via the Giftcards.com Contact Us portal to advise that the gift cards associated with two orders were not working. As of today's date,we have canceled the orders in question; please allow for the standard timeframe set by the financial institution associated with the method of payment used to place the orders for the refund to appear. We sincerely apologize for any inconvenience Ms. ****** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
******************************
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