Business Profile

Internet Marketing Services

Blackhawk Network Holdings, Inc.

Headquarters

BBB Accredited Business A+Rated by BBB

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=all
https://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

1,144 total complaints in the last 3 years.
406 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/13/2024
Type:Billing 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 received 2 100$ electronic gift cards from my work from Blackhawk Network.I have tried using them on several occasions at retailers that the business says are included - all of which have been declined.Most recently at ******.com on 05/13 for the amounts of:$***** $ ***** I used apple pay and payment was declined. Upon reaching out to the vendor they give me poor excuses must use card at approved vendor and submit pin - when using apple pay there is no pin required and according to their information ****** is an approved vendor.These cards are worthless and this company is a scam.
Business Response
Date: 05/23/2024
May 23, 2024

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, ***************************

Dear **,

On May 13, 2024, Blackhawk Networks (Blackhawk) received a complaint from *************************** regarding roadblocks with redeeming two virtual MasterCard rewards cards.

Our records show that the rewards cards in question have a full balance of $100 each, with declined transactions being due to the transaction type not being supported on a mobile platform. We invite ****************** to review the Terms and Conditions for the rewards cards to ensure she is able to use them to their fullest. We sincerely apologize for any ****************** 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
**************
www.BlackhawkNetwork.com
Initial Complaint
Date:05/11/2024
Type:Sales and Advertising 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.
*** boys REBATE for new tires purchased. I had to repeatedly send emails just to get the status of the rebate, because their phone number is an FAQ only system- there is no way to get a live person on the phone. Month after it was supposed to arrive, I finally got a response on where it was, but instead they gave me 2 different tracking numbers instead of the one I originally had. When they finally arrive 2 $50 gift cards - they are pep boys gift cards. For use at pep boys only. Not the **** or cards to anywhere else I was told they were going to be. Again I contacted them ( now where the rebate is not longer visible on the pep boys website, and told that's what they are giving. I want the original rebate I was given at the store.
Business Response
Date: 05/23/2024
VIA BBB WEBSITE

May 23, 2024

Better Business Bureau
Complaint Case: 21698432

RE: *********************

Dear *****,

On May 11, 2024, Blackhawk Networks (Blackhawk) received a complaint from ********************* regarding an issue with his *** Boys Rebate eGift card.

Upon further research we show that ************** applied for a rebate which was offered by *** Boys for a $100.00 eGift card for the purchase of four select ****** Tires and installation. There was no option to choose between an open loop or closed loop **** Gift card.

Any further issues with using Mr. ****** *** Boys rebate eGift card will need to be directed to *** Boys directly. 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
Regulatory Complaint Specialist
****, NV 89521
www.BlackhawkNetwork.com
Customer Answer
Date: 05/24/2024

Complaint: 21698432

I am rejecting this response because:
Shady practices
Sincerely,

*********************
Business Response
Date: 05/28/2024
VIA BBB WEBSITE

May 28, 2024

Better Business Bureau
Complaint Case: 21698432

RE: *********************

Dear *****,

On May 28, 2024, Blackhawk Networks (Blackhawk) received a rejection to our response from ********************* regarding an issue with his *** Boys Rebate eGift card.

As stated previously any further issues with using Mr. ****** *** Boys rebate eGift card will need to be directed to *** Boys directly. Blackhawk Network has no recourse to alter anything as the original contract was set up through *** Boys. 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
Regulatory Complaint Specialist
****, NV 89521
www.BlackhawkNetwork.com
Customer Answer
Date: 05/28/2024

Complaint: 21698432

I am rejecting this response because:

Sincerely,

*********************
Initial Complaint
Date:05/11/2024
Type:Service or Repair 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 paid Sephora $200 for an Egift card. Sephora apparently uses this Cash star outfit to handle their electronic gift transactions. The money was immediately withdrawn from my account, followed shortly by an email to me stating that the transaction was "unable to be completed." I spent several hours each day, for the next four days, calling people, and tracking down options to try to get an explanation. Sephora staff just points their finger to Cash star, while the people at Cash star does the exact same thing back to *******. Hours of my time spent, and absolutely nothing accomplished, other than a plethora of incompetent clowns giving utterly useless responses to my questions. When I Googled this company's name, there are a multitude of posts detailing the same experience as my own. There is no level of sincere ignorance or incompetence that could justify their conduct. This is purposeful deception and fraud. How do I put an end to their circus?
Business Response
Date: 05/20/2024
May 20, 2024

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, *********************

Dear Ty,

On May 11, 2024, Blackhawk Networks (Blackhawk) received a complaint ********************* regarding an order for a Sephora gift card that has not been received.

We use a multi-layered fraud-screening approach to review every consumer order it receives. This approach involves inputs from several third parties that provide specialized fraud-screening services, as well as a variety of internal procedures. The company constantly reviews and calibrates this approach with the sole goal of rejecting fraudulent orders and approving non-fraudulent orders. Like other companies, CashStar never shares any details of its fraud screening approach with any customers who have had their orders rejected. We understand it is frustrating that the reason for the security flag cannot be disclosed; however,no one other than our compliance department has access to ****************** personal information. While we are comfortable with the accuracy of our process, we do realize that no screening process is perfect and, unfortunately, sometimes good people are impacted. We apologize for any inconvenience that ************** 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
**************
www.BlackhawkNetwork.com
Initial Complaint
Date:05/10/2024
Type:Sales and Advertising 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 a gift card that has expired without being used. They say they will reissue a new one but they won't. They tell me to call different numbers and you can't even get through to anyone. I will be pursuing every avenue I can to rectifying this.
Business Response
Date: 05/22/2024
May 22, 2024

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, *****************************

Dear **,

On May 10, 2024, Blackhawk Networks (Blackhawk) received a complaint from ***************************** regarding funds from a **** gift card ending in 4444 that were not reissued after the card expiration date.

We have reissued the funds from the card in question onto a new card, which will be delivered to the address provided by ************** via email. ************** may use tracking number 1ZEW97930297291411 on the *** website at any time to track the progress of her replacement card. 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
**************
www.BlackhawkNetwork.com
Initial Complaint
Date:05/10/2024
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.
Purchased e-gift cards from ******* ****** stated that Blackhawk processes their gift card orders. The gift cards have never been received. Blackhawk has stated they have resent the gift cards 5 times and I have never received them. They are not in my junk/spam and there is no firewall that would not allow delivery. Based on my experience and all of the complaints received by the BBB of similar problems, I believe there is a scheme/scam going on. I dont know who is getting/using these gift cards but I am not getting them. The gift cards in question were 4 each $25 gift cards for **************
Business Response
Date: 05/21/2024
May 21, 2024

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, *************************

Dear **,

On May 10, 2024, Blackhawk Networks (Blackhawk) received a complaint ************************* regarding a ****** order for Domino's eGift Cards that has not been received.

Our records show that the order has been re-sent to the email address associated with ********************** order a total of four (4) times within Cases CS12839446, CS12904062, CS12931960, and CS12987847; if she has not already done so, we recommend that ****************** check her Spam folder, Junk Mail, Bulk Mail, Promotional, or quarantined folders for the order in question. 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
**************
www.BlackhawkNetwork.com
Customer Answer
Date: 05/21/2024

Complaint: 21696013

I am rejecting this response because: I have checked all above mentioned folders for the email address Blackhawk has said they sent the gift cards to. In addition I made sure that the email provided to me by ****** for Blackhawk is in my account so that I will receive all emails from Blackhawk utilizing this email: ********************************************************.
I have not yet received any of the Domino gift Cards purchased from ******.

Sincerely,

*************************
Business Response
Date: 05/28/2024
May 28, 2024

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, *************************

Dear **,

On May 22, 2024, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ************************* regarding a ****** order for Domino's eGift Cards that has not been received.

Because Blackhawk Networks is a third-party order fulfillment processor for these types of orders, we cannot directly redirect the orders to an alternative email address. After researching this matter internally, we have been advised that ****************** would need to be in contact with ****** directly so they may address this on their end. 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
**************
www.BlackhawkNetwork.com
Customer Answer
Date: 05/29/2024

Complaint: 21696013

I am rejecting this response because: Blackhawk is responsible for delivery of these gift cards sold by ******. After ****** hands the order off to Blackhawk for delivery to the purchaser, ****** has nothing more to do with it. I have been in contact with ****** and they have asked Blackhawk to send replacement gift cards several times but I have never received any gift cards. The fact that there are 90+ pages of complaints with the BBB concerning missing gift cards is testament to the fact that there is something going on within Blackhawk holdings whereby these gift cards are being redirected to others who can then sell them or perhaps employees of Blackhawk are using the giftcards for their own purposes. The bottom line isBlackhawk cybersecurity needs to do some internal investigation and fine out where/to whom these gift cards are going, clean up their processes, and get the gift cards to the purchaser. I still want the gift cards I purchased.
Sincerely,

*************************
Initial Complaint
Date:05/10/2024
Type:Service or Repair 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 received a gift card about 6 months ago with happycards.com. I have never used the card nor scratched off the card number or pin UNITL just now. I called the 800 *************) number for a balance inquiry. There is no live person to speak to for any of the prompts. My balance is $0.43. The expiration is December 2030. From what I recall when we received this gift card, it should be $25.00 or $50.00. Again, I just now scratched off the number and pin. This is very disappointing and quite frankly a bold face scam.
Business Response
Date: 05/21/2024
May 20, 2024

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, *****************************

Dear **,

On May 10, 2024, Blackhawk Networks (Blackhawk) received a complaint from ***************************** regarding a Let's Eat card that has been redeemed by someone other than themself.

Our records show there are two transactions at ************ in *********, **: on November 6, 023 for $12.65 and November 30, 2024, for $6.92. Because we have no visibility into the redemption program for Panera Bread, we cannot verify who processed these transactions. 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
**************
www.BlackhawkNetwork.com
Initial Complaint
Date:05/09/2024
Type:Sales and Advertising 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 been trying for two days to purchase a giftcard and utilize their widely-promoted (and seemingly falsely-advertised) mother's day deal on their website giftcards.com. They decline my purchase each time. I have tried using different payment methods, verified that my information is correct, contacted my banks to verify no block is present, and still giftcards.com declines my purchase immediately. I have tried every bit of troubleshooting they recommend and they refuse to resolve this issue. Their advertisement of a promotion and failure to deliver or complete the transaction is false advertisement and deceptive.
Business Response
Date: 05/24/2024
May 24, 2024

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, *************************

Dear **,

On May 9, 2024, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding orders placed on Giftcards.com being rejected.
We use a multi-layered fraud-screening approach to review every consumer order it receives. This approach involves input from several third parties that provide specialized fraud-screening services, as well as a variety of internal procedures. The company constantly reviews and calibrates this approach with the sole goal of rejecting fraudulent orders and approving non-fraudulent orders. Like other companies, Giftcards.com never shares any details of its fraud screening approach with any customers who have had their orders rejected. We understand it is frustrating that the reason for the security flag cannot be disclosed; however,no one other than our compliance department has access to your personal information. While we are comfortable with the accuracy of our process, we do realize that no screening process is perfect and, unfortunately, sometimes good people are impacted. After researching the concern, we determined the issue was with the email address; an email was sent within CS12987864, advising *************** to use the *********************** email address to place his order. 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
**************
www.BlackhawkNetwork.com
Initial Complaint
Date:05/09/2024
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.
On 5-8-24 I placed a Krogers e-gift card order for $100 on giftcards.kroger.com at 10:54am and I paid for the e-gift card using my PayPal because that is an option when checking out. You were paid by PayPal because the money came out of my bank account and I received an order# ******** after paying. Then I received an email at 10:55am with ******* and Gift Card Mall names on it (and I did a BBB complaint o Krogers as well) stating they declined my order without giving me a reason. The email stated for security reasons they are unable to provide me with a reason. How do you all declined an e-gift card without giving a reason and after receiving payment? This is bad business, I have been a customer with PayPal for over 10 years and I have brought many e-gift cards from other merchants costing over $100 and I have never been declined an e-gift card. I immediately called ******* and ask ***** your customer service agent why was I declined the e-gift card and she said I couldnt be verified. I have been a customer with ******* for several years now and I logged in to my Krogers account to place my order so being declined because I couldnt be verified is untrue, plus its an option to checkout as a guest when ordering an e-gift card so how are those orders verified? I requested to speak to a supervisor, but ********************** supervisor had to call me back and he wasnt helpful, he didnt know why I was declined. My order was escalated and at 2:26pm I received an email ticket# ******* stating they were unable to reprocess my e-gift card order. Then the email stated if I still need the e-gift card I can replace my order, mind you I have already paid for one e-gift card and I have to wait to get my money back from PayPal, plus why would I want to place another order with all the trouble I experienced? I had to authorize Blackhawk Network to access my profile information (email address, name, address, ******* ********* information, but for what when I was declined?
Business Response
Date: 05/17/2024
May 17, 2024

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, *************************

Dear **,

On May 9, 2024, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding an order placed on the Kroger website that was declined.

Kroger, and by extension Blackhawk Network, use a multi-layered fraud-screening approach to review every consumer order it receives. This approach involves input from several third parties that provide specialized fraud-screening services, as well as a variety of internal procedures. The company constantly reviews and calibrates this approach with the sole goal of rejecting fraudulent orders and approving non-fraudulent orders. Like other companies, Kroger never shares any details of its fraud screening approach with any customers who have had their orders rejected. We understand it is frustrating that the reason for the security flag cannot be disclosed; however, no one other than our compliance department has access to ********************** personal information. While we are comfortable with the accuracy of our process, we do realize that no screening process is perfect and,unfortunately, sometimes good people are impacted. Any funds that were removed from the method of payment used to place the order were temporary holds and will be returned within ten (10) business days from the time of the attempted purchase. We apologize for any inconvenience that ****************** 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
**************
www.BlackhawkNetwork.com
Customer Answer
Date: 05/18/2024

Complaint: 21687450

I am rejecting this response because: as I mentioned previously I have never been denied or rejected for a gift card and yes you should tell your customer why they are denied, its no different from someone getting denied for a loan, they would be giving a reason why. Therefore, I will look further into this by getting some assistance through my local, state, and federal offices. Plus why accept my funds for the gift card just to reject me for fraud then make me wait 10 days to get my money back? I paid for my gift card through my PayPal account with whom I have been a customer with for years and never had this problem, so are you saying a well known company like PayPal is a fraud? This whole experience is unacceptable and bad customer service for ******* and I wrote ******* as well so theyll know how they customers are been treated.

Sincerely,

*************************
Business Response
Date: 05/21/2024
May 21, 2024

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, *************************

Dear **,

On May 9, 2024, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding an order placed on the Kroger website that was declined.

As advised in previous correspondence;the order review approach involves input from several third parties that provide specialized fraud-screening services, as well as a variety of internal procedures. Because the process involves third parties, we are not privy to what information they use to base their decision upon. It is recommended that information such as the email address used to place the order, the card information used to place the order such as ZIP code or CVV, and the ordering and recipient information be reviewed, as these are common areas that *** prevent an order from being processed successfully. Again, we cannot advise as to what criteria was used to reject the order, nor are we making any suppositions or accusations regarding any non-BHN owned or managed platform such as PayPal which *** have been used to place any order. We apologize for any inconvenience that ****************** *** 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
**************
www.BlackhawkNetwork.com
Customer Answer
Date: 05/21/2024

Complaint: 21687450

I am rejecting this response because: Again I disagree not telling a customer why they are denied a gift card when you all received payment for it, it doesnt make any sense. Its no need for this business to respond for a third time when they are only repeating themselves and not telling me why I was denied. I would not recommend customers using this company for a gift card, you will pay for it, and not get the gift card, and get denied without being told why. You all should reconsider and improve your gift card process because this is bad business for ******* and they lost that sale. Better Business Bureau I consider this closed without being answered because clearly they didnt answer my question.

Sincerely,

*************************
Initial Complaint
Date:05/08/2024
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 have purchased gift card to redeem Applebees gift card. When I have visited ********* I was unable to redeem the gift card and I have paid with my credit card. The gift card purchase I made is of no use as I was unable to redeem.I have immediately contacted the business through contact us form but I havent received any further communication from them
Business Response
Date: 06/06/2024
May 20, 2024

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, ************************

Dear **,

On May 9, 2024, Blackhawk Networks (Blackhawk) received a complaint ************************ regarding an ********** gift card purchased through Giftcards.com that they are unable to redeem.

Our records show several orders for an ********** gift card that were declined; the original Thank You swap gift card used to attempt to place the order for the ********** gift card has a balance of $25 and may be used at any time. We sincerely apologize for any inconvenience Mx. ****** 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
**************
www.BlackhawkNetwork.com
Customer Answer
Date: 06/06/2024

Complaint: 21686855

I am rejecting this response because:

Sincerely,

************************
Customer Answer
Date: 06/07/2024
I would like to get the refund for the credit card as I am not planning to use the gift card anymore. I purchased to use it and it didnt work when I tried to use. So refund to my credit card will be a best option I guess.
Business Response
Date: 06/07/2024
June 6, 2024

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, ************************

Dear **,

On May 9, 2024, Blackhawk Networks (Blackhawk) received a complaint ************************ regarding an ********** gift card purchased through Giftcards.com that they are unable to redeem.

Our records show several orders for an ********** gift card that were declined; the original Thank You swap gift card used to attempt to place the order for the ********** gift card has a balance of $25 and may be used at any time. We sincerely apologize for any inconvenience Mx. ****** 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
**************
www.BlackhawkNetwork.com
Customer Answer
Date: 06/07/2024

Complaint: 21686855

I am rejecting this response because:
I was expecting a refund to my credit card as I am not planning to go to Applebees anymore. If they can change the gift card to Chipotle or ************* gift card then that would be awesome

Sincerely,

************************
Business Response
Date: 06/11/2024
June 11, 2024

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, ************************

Dear **,

On June 10, 2024, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint ************************ regarding an ********** gift card purchased through Giftcards.com that they are unable to redeem.

Because we do not have access to ****************** account information, we cannot exchange the card to the card for a participating merchant on her behalf. Our gift cards are non-refundable;should **************** encounter roadblocks with redeeming the card for a specific participating merchant, we invite her to contact our **************** team We sincerely apologize for any inconvenience Mx. ****** 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
**************
www.BlackhawkNetwork.com
Initial Complaint
Date:05/08/2024
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 purchased two (2) $100 **** Gift Cards, I have attached all of the paperwork, receipts, etc., and as soon as my grandson and I activated, they were already used. I tried to contact the phone numbers listed, no avail, their 24/7 help is automatized even though their site says 24/7 help! Was able to find a number and speak with someone on the 2nd, who made me prove over and over that I purchased the cards and registered them properly! Which I did, over and over! I completed their paperwork request for "expedited attention" within minutes and returned. The email stated I would be contacted within 48 hours and that 6 days ago! I want my money back! The customer service an concern for the customers is ridiculous! Case #**********. I am also contacting ****** in hopes they find a different card company that will not ruin ****** and their good name.*****
Customer Answer
Date: 05/14/2024
I just want you to know that the case has become worse! Never once did I tell them I had sent gift cards his PayPal but they started an investigation into gift cards that I had sent via PayPal. Intern that froze my daughter-in-laws account and they took $680 from her account claiming that all the cards were disputed. That never happened. I never said that to them at all. Now my daughter-in-law is in the process of losing your home because it looks like she made fraudulent payments to pay her home when in fact it was Blackhawk whodid that not us. And I cant get anyone to call PayPal and tell them that the gift cards that were sent to her were good. I only. did that not us. And I cant get anyone to call PayPal and tell them that the gift cards that were sent to her. Were good. I only made a request on two cards that were $100 each that were never tied to anything that I never got to use because they had already been used by the time I was able to activate them.

Sent from my iPhone

Business Response
Date: 06/05/2024
VIA BBB WEBSITE

June 5, 2024

Better Business Bureau
Complaint Case: 21682508

RE: *********************

Dear *****,

On May 8, 2024, Blackhawk Networks (Blackhawk) received a complaint from ********************* regarding unauthorized charges on her **** gift cards ending in 6079 and 1712.

On May 2, 2024, we received a complaint from ************** in regard to her cards not being registered to her and having unauthorized charges on her cards. That same day our team opened case CS12939121, and we requested the following be sent so we could begin a dispute process; images of the front and back of the card, Proof of purchase, activation receipt, and a bank statement reflecting the purchase. Our team also requested an official utility bill to verify the address. On May 3, 2024, our team received images of the front and back of the **** gift card. cards 6079 and 1712. On May 4, 2024, we escalated the case to our disputes team. On May 6, 7, and 8, 2024, ***** reached out for updates on her case.

On May 10, 2024, we again escalated the case with our disputes team. Our team attempted to reach out to the customer and was unsuccessful, so they left a voicemail. Our team also opened the following dispute cases for three cards, DS0676483, DS0676490, and DS0676499. Dispute case DS0676483 was opened for card ending in 7110. Dispute cases DS0676490 and DS0676499 were opened for card ending in 1712.

On May 11, 2024, we received a call from ************** confirming the information requested for the dispute cases. This call opened an additional case CS13001513.

On May 12, 2024, two new gift cards were issued to **************. *************** was advised to wait 3-5 business days. 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
Regulatory Complaint Specialist
****, NV 89521
www.BlackhawkNetwork.com
Customer Answer
Date: 06/06/2024
I never filed a complaint on a gift card that your customer service representative filed! That is a proven fact if you spoke to the actual people that are involved trying to resolve the issue! I file a complaint on two $100 gift cards that Ms. *** was able to fix for me. One of your associates file the dispute on a card complete not involved with this issue thus creating havoc for my family! And that is the issue still being worked on! So please BHN fix the rep that filed a dispute without my consent!
Complaint: 21682508

I am rejecting this response because:

Sincerely,

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

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