Additional Complaint Information
BBB’s business profile for Giftly was created in February 2013. A review of Giftly complaints was completed in October 2023. Complaints on file state issue with establishments that do not accept gift cards.
BBB encourages consumers to review the “How it Works and “See an Example Gift” on the home page that explains you are only making a suggestion for where the recipient may want to use their gift.
For information regarding how giftly works and how to redeem gifts received BBB encourages consumers review the link below.
BBB also encourages business owners review the support link below in the FAQ’s section for an explanation as to how Giftly works.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/27/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
We purchased a gift card for $150.00. Giftly transfered the money to a Pay Pal account which was not ours. When we contacted the Giftly support team, they said that the breach happened on our end although we pulled logs of all sign-ins interactive or not and audit logs from our tenant and can verify that that our email address was not used to access the data (we do IT security for a living).We use MFA and never use the same passwords, yet the Giftly support team has no interest in the above mentioned logs proving we did not access the data, that the money transfer was a breach on our end, and that we our out of luck for reimbursement.
Business response
05/10/2022
Hi Ashley,
We are so sorry for the frustration.
Your recipient let us know that he was waiting for his bank account transfer he had requested. According to our records,
the pending redemption to your recipients bank account had been cancelled and instead redeemed to a Paypal account
by someone who had access to this gift. When we checked the logs, it was confirmed that this person accessed the
recipients gift on our website via the gift email that was delivered to your recipient, leading us to believe their email
address was compromised.
Unfortunately, if a gift is stolen in this way, were not able to refund the gift. Were very sorry about that.
If you have any further questions, please feel free to write to us at ********************************.
- Giftly SupportInitial Complaint
04/19/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
March 7, 2022 I ordered a $150.00 Hugo Boss gift card from ********** for Phil Prada (my so-in-law). The money was deducted $160.00 from my Truist account. ending in **** (the card has since been lost and replaced by one ending in ****. My Reference Number provided by Giftly is: ********** I have emailed them and provided the information stating card was never received and phone calls have not been returned.Business response
04/28/2022
Hi Peggy,
We are very sorry for any frustration.
Your $150 gift was delivered by text message to ************ on March 6 at 07:15 AM PT, and our records indicate it was delivered successfully. We’re very sorry to hear your recipient hadn’t received it.
Our Customer Support team reached out to you on April 22 to confirm the delivery details, as well as offer to either re-send the gift or refund your order altogether. At your request, we cancelled the gift on April 25 and initiated the refund back to your original form of payment. This should be reflected within 3-5 business days.
If you have questions or concerns, we can be reached at *******************
-Giftly SupportInitial Complaint
04/07/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I paid ***** to Giftly I paid for tracking. And have not heard anything .They dont reply to my messages....Last year I had a gift card sent and it was never received. I should never gave used them again.Is this a REAL COMPANY?Say ******Business response
04/19/2022
Hi *****,
We are sorry for any frustration.
Our Support Team had responded to your email on April 7th to confirm your gift had been dropped off at the post office and a tracking number was provided. We also responded to your April 12th email with the same tracking information, as well as to offer the option of sending your gift electronically by email or text message. You utilized the self-service tools to send the gift by email to your recipient,and they have since redeemed their gift. Because the gift has been redeemed,were unable to offer a refund at this time.
Were sorry to hear your gift last year wasnt received.However, according to our records, your gift purchased last year on January 1,2021 was received and redeemed by your recipient on January 8, 2021. We are unable to offer a refund in this case as well, but please follow up with us if you have concerns about this.
If you have any questions at all, we can be reached at ********************************.
-Giftly SupportInitial Complaint
03/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased two gifts from Giftly one for $75 and one for $200 and neither have been deposited into the receiver bank account.Business response
03/18/2022
Hi *****,
We are very sorry for any frustration.
Your recipient reached out to our Support team on March 10 letting us know she wanted to use her gift directly at the suggested merchant. We clarified that Giftly gifts were not intended for immediate use with the merchant, but we confirmed she had selected the quickest redemption option of a bank transfer, which takes 2-3 business days. This information was also provided in her email confirmation.
By the time you contacted the Better Business Bureau, it had not yet been 2-3 business days. Our Support team reached back out to your recipient on March 15 to confirm if her funds were received, and we have not received a response.
Please have your recipient contact us if she has yet to receive the funds and well be happy to look into it. Additionally, if you have questions or concerns, we can be reached at ********************************.
-Giftly SupportInitial Complaint
01/31/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a Giftly gift card for my parents for their anniversary two years ago. I contacted them regarding the card being declined when my parents first tried using the card at a restaurant. The restaurant also contacted Giftly onsite and was told the amount on the card but they would not approve the purchase. The restaurant tried multiple amounts and all were declined regardless of the price. When I contacted Giftly, they were aware of the situation but said there was nothing they could do and would not refund my money. They said the card was accepted everywhere and we have tried using the card multiple places and it has been declined every place tried. Now there is money missing from the card due to "dormancy," which should not apply especially since we were trying to use the card. This has been an ongoing issue with Giftly in which I have tried solving it with them directly. The card was last attempted within the last week or two and is still being declined. They have told me they will not refund the money and now they are stealing money from the card that we cannot use. This is fraudulent behavior.Business response
02/16/2022
Hi ****,
We are so sorry for the frustration with your gift.
On October 28, 2021, you wrote to us regarding your recipients **** gift card declining at the restaurant. We responded that some service-based merchants (like restaurants), automatically add a 20% authorization on top of the **** to include a tip. Unfortunately, this can cause a gift card to be declined. Giftly did not receive any phone call regarding this purchase attempt. If the restaurant spoke to anyone regarding the **** gift card, it was likely ********, the company that issues our physical gift cards. Were so sorry they could not help to process the payment.
In our recent response to you on January 31, we noted that while Giftly doesnt issue any fees, ******** assesses a monthly fee of $4.95 after twelve months of inactivity to cover the cost of keeping the account open. We also let you know that your **** gift card hadnt been activated and it must be activated before it can be used for any type of payment. Please have your recipient activate the card to be able to use the remaining funds at this link here: https://giftly.********.com/cards/activate
Again,were so sorry for this experience. Unfortunately, we are well past the 90 day refund window on your Giftly gift, so we are unable to process a refund.
If you have any questions or concerns, we can be reached at ********************************.
- Giftly SupportInitial Complaint
01/28/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
The Giftly Website is using The **************** information illegally to sell their gift cards. They did not ask for my permission to use The **************** to sale their gift cards. I want Giftly to remove The **************** off of their Websire. The **************** wants nothing to do with Giftly Gift Cards.Business response
02/14/2022
Hi *****,
We are very sorry for any confusion. If your staff accepted Giftly as payment, please let us know and we will reimburse you. As requested, The **************** has been removed from Giftly's directory. We'd also like to clarify our product as there seems to be a misunderstanding.
When someone sends a gift through Giftly, they are sending money with a suggestion for how to spend it. The Giftly website pulls listings of local businesses from publicly available directories, so that people can suggest local businesses like yours to their gift recipients.
In order to redeem a gift, the recipient visits the Giftly website, where they enter their gift code and choose a way to receive the money they were given. We send the gifted funds to them directly.
When a Giftly recipient comes to your business, they should pay you the full amount for their purchase using a normal payment method. Customers shouldn't present anything Giftly-related to you. We work with the customer to get them the funds, so there's nothing you need to do.
We hope this clears things up. If, in light of the above, you'd like to have your listing reinstated, just let us know.
If you have questions or concerns, we can be reached at **********************************.
- Giftly SupportInitial Complaint
01/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company is offering giftly gift cards for sale using my company without me ever knowing about it. FGR Fence llc has never offered any type of gift cards. And they are publishing on ****** like if it was legit with my pictures and phone number.Business response
01/18/2022
Hi ********,
We are very sorry for any confusion. If your staff accepted Giftly as payment, please let us know and we will reimburse you. As requested, Simplify,Simplify has been removed from Giftly's directory. We'd also like to clarify our product as there seems to be a misunderstanding.
When someone sends a gift through Giftly, they are sending money with a suggestion for how to spend it. The Giftly website pulls listings of local businesses from publicly available directories, so that people can suggest local businesses like yours to their gift recipients.
In order to redeem a gift, the recipient visits the Giftly website, where they enter their gift code and choose a way to receive the money they were given. We send the gifted funds to them directly.
When a Giftly recipient comes to your business, they should pay you the full amount for their purchase using a normal payment method. Customers shouldn't present anything Giftly-related to you. We work with the customer to get them the funds, so there's nothing you need to do.
We hope this clears things up. If, in light of the above, you'd like to have your listing reinstated, just let us know.
If you have questions or concerns, we can be reached at ***********************************
- Giftly SupportInitial Complaint
01/04/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Date of transaction 12/17/2021 ****** gift card Cant activate the gift **** card ************************* purchased this gift .. ************ ..you cannot contact anyone live..Business response
01/18/2022
Hi Tris,
We are very sorry for the trouble with your Giftly **** gift card.
Our Customer Support team communicated with you on December 5th that the person who sent you the gift had disputed the purchase transaction for your gift. When a transaction is disputed, any associated gift card is deactivated, as that process is resolved.
We have informed the purchaser that if the dispute is closed, we would be happy to either resend your gift or refund the order back to them. The purchaser responded that the dispute had been closed, and we let them know that a letter from their card issuer stating theyve done so will expedite the return of the funds back to Giftly. We have not yet heard back regarding the letter. We will contact you when the dispute process is resolved and your Giftly **** gift card can be reactivated.
If you have questions or concerns, we can be reached at *********************************
- Giftly SupportCustomer response
01/19/2022
Complaint: 16424464
I am rejecting this response because: from the very get go I wasn't able to use my ****** gift .. Finally receiving my gift card .. when trying to activate my card I was told that there was a system error and to try later. Giftly was contacted on Dec 17 , 2021.. where did Dec 5 come from .. The bottom line I was never able to get $100 gift card that was purchased.
Sincerely,
Tris *******Initial Complaint
01/03/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased $100.00 gift card for my sisters birthday on Nov 24th..Never got the gift card..Business response
01/18/2022
Hi *********,
We are sorry to hear your gift was not received by your recipient.
You left us a voicemail on December 6 letting us know your mailed gift had not been received by the recipient. Our Support Team responded the same day letting you know the tracking indicated it would arrive that day, but you could also send the gift electronically. We didn't hear back from you and hoped that the gift arrived as expected.
The gift was later redeemed to a Giftly **** gift card, it looks like, by you. Our Support Team followed up once again on January 14 to confirm that the gift card had already been spent. Because the gift has been redeemed, were unable to offer a refund.
If you have questions or concerns, we can be reached at ********************************
- Giftly SupportInitial Complaint
12/29/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I own ************** in Jupiter and we dont sell any gift cards of any kind. This company giftly.com is trying to sell gift cards that I have never authorized. They are a scam and it isnt a legitimate gift card.Business response
01/18/2022
Hi Jarret,
We are very sorry for any confusion. If your staff accepted Giftly as payment, please let us know and we will reimburse you. As requested, ************** has been removed from Giftly's directory. We'd also like to clarify our product as there seems to be a misunderstanding.
When someone sends a gift through Giftly, they are sending money with a suggestion for how to spend it. The Giftly website pulls listings of local businesses from publicly available directories, so that people can suggest local businesses like yours to their gift recipients.
In order to redeem a gift, the recipient visits the Giftly website, where they enter their gift code and choose a way to receive the money they were given. We send the gifted funds to them directly.
When a Giftly recipient comes to your business, they should pay you the full amount for their purchase using a normal payment method. Customers shouldn't present anything Giftly-related to you. We work with the customer to get them the funds, so there's nothing you need to do.
We hope this clears things up. If, in light of the above, you'd like to have your listing reinstated, just let us know.
If you have questions or concerns, we can be reached at ***********************************
- Giftly Support
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Contact Information
Customer Complaints Summary
117 total complaints in the last 3 years.
51 complaints closed in the last 12 months.