Important information
- Customer Complaint:
BBB’s business profile for Giftly was created in February 2013. A review of Giftly complaints was completed in October 2024. Complaints on file concern establishments that do not accept Giftly gift cards.
The recipient chooses the most convenient way to receive the gift: as a Visa gift card in the mail or as a credit to their bank account or PayPal account.
BBB recommends consumers and business owners to review the information about Giftly and how their program works.
For business owners:
Why is my business listed on Giftly's website?
How can I remove my business listing?
For consumers:
Gift card example
How Giftly works
FAQ
For additional support options, please Contact Giftly Support.
Complaints
Customer Complaints Summary
- 163 total complaints in the last 3 years.
- 89 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:12/31/2024
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.
The date was 11/17/24 The amount was $50.00 And was supposed to be a gift card for a friend who did something nice for us and he just informed us that it was a ripoff and was not able to use it at the place we had the card made for and they put him through a roller coaster to get it to work which was useless so it was not only a bad deal for us but also for him especially since we gave it to him as a gift the whole glifty thing is a scam ripping people off of the money they spend trying to get a nice gift card for someone who does something nice for them I think we should be refunded for what happened because this is not what should happen to anyone!
Business Response
Date: 01/06/2025
Hi *****,
Were very sorry to hear of the trouble.
Giftly is a bit different than a traditional gift card as its a way of sending money with a spending suggestion and the freedom to use it how you please. In a few places on our website, including the How It Works page and your checkout screen, we describe how Giftly works and that there is a step for the recipient to choose how to receive the funds. We intend for this to be a convenient and flexible way to receive a gift and we do apologize if this was not the case for your recipient this time.
Your recipient redeemed their gift on November ***************************** the mail. Our Support team communicated with your recipient on December 31 confirming the card was declining because it was being run for more than what was available on it. If the card is run for less than or equal to that amount, the card should not decline.
Because the gift was redeemed, were not able to process a refund. If you have questions or concerns, we can be reached at ********************************************************.
- Giftly SupportInitial Complaint
Date:12/29/2024
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.
Giftly is selling Gift Cards that give the appearance of coming from our business "********************************" Our business name is printed on their emailed cards. We do not authorize, and have never given Giftly permission to sell gift certificates for our trademarked business. Giftly is not only using our name, our photos and reviews are being used on their website as well. Giftly is making a profit by advertising our business to sell their product. How is this not illegal? Please remove Jungle ********** from your website and stop using our trademarked name immediately.Business Response
Date: 01/10/2025
Dear ********,
Were so sorry for any frustration. As requested, Jungle *** and **** has been removed from the Giftly listings.. Did your staff accept a Giftly as payment? If so, it was being used incorrectly and we will reimburse you.
To clarify, when someone receives a Giftly, they are receiving a monetary gift with a
suggestion for how to spend that money. Different from a traditional gift card, Giftly allows gift givers to suggest a business that they love or is local to a faraway recipient.
After receiving a Giftly Gift, recipients are instructed to visit the Giftly website, where they choose how to receive their money. When a Giftly recipient goes to a suggested business, they pay the full amount for their purchase using any accepted payment method.
Please contact us directly at ********************************** if you have any further questions or concerns.
Sincerely,
Giftly SupportInitial Complaint
Date:12/27/2024
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.
I went to a website-Giftly.I purchased a gift card for my neighbor for Christmas to a restaurant(*******"s Italian Cuisine)for $100 plus paid exra postage for fast delivery to my house.I never received my gift card.I went to their link they gave me when I contacted them -They kept telling me I had no order showing up and was I calling to buy a gift card.I read some complaints after-one complaint was this card was for anything like a general **** card-I called *******"s restaurant & the owner told me they have their own app. for gift cards-he had no idea what giiftly app.was.I also had a confirmation#-when I ordered the card-I went to my e-mail address &the # was gone.Business Response
Date: 12/31/2024
Dear *****,
Were so sorry for the frustration. Unfortunately, the **** can experience significant delays during the holiday season due to the volume. Our Support team is always happy to refund the fees paid for a priority shipping upgrade, mail a replacement, assist with sending a gift electronically or cancel for a full refund, if preferred. To confirm, your order was cancelled as requested and a refund initiated on Sat Dec 28, 2024. Refunds typically take 3-5 business days to process.
Please contact us directly at ******************************** if you have any further questions.
Giftly SupportInitial Complaint
Date:12/27/2024
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.
This company is selling unauthorized gift cards to our business. We need this to stop immediatley.Business Response
Date: 12/31/2024
Dear ****,
Were so sorry for any frustration. Per your request, ************************* has been removed from the Giftly listings. Did you accept this Giftly as payment? If so, please contact our Support team at ******************************** with the code from the gift, and we will reimburse you.
To clarify, when someone receives a Giftly, they are receiving a monetary gift with a
suggestion for how to spend that money. Different from a traditional gift card, Giftly allows gift givers to suggest a business that they love or is local to a faraway recipient.
After receiving a Giftly Gift, recipients are instructed to visit the Giftly website, where they choose how to receive their money. When a Giftly recipient goes to a suggested business, they pay the full amount for their purchase using any accepted payment method.
Please contact us directly at ********************************** if you have any further questions or concerns.
Sincerely,
Giftly SupportInitial Complaint
Date:12/27/2024
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.
went to so called ******* ********* directed me to giftly $6 was their fee This was on 12/23 still unable to use *********** r saying i didnt verify email which i did that day. i also emailed them from the same email. Sender cannot be reimbursed n receipent cannot use it eitherBusiness Response
Date: 01/01/2025
Dear ********,
Were so sorry for any frustration.
The final step of our redemption process requires the recipient to click a specific link within 24 hours that is emailed to them. When an email address is not verified, the redemption doesnt process. Your link had, unfortunately, not been clicked successfully. Additionally, we had reached out to you on December 24 for additional information before the redemption could be processed, and we were waiting on your response.
Per our communication with you, the funds have been sent to the bank account information provided to us as of December 30. Please follow up with us at ******************************************************** if you dont see the funds by the end of the week.
Sincerely,
Giftly SupportCustomer Answer
Date: 01/01/2025
Complaint: 22736571
I am rejecting this response because:
Sincerely,
******** *****these r screen shots fgom
the 4 different times it said redemption was successful
i used this business several times n now they r saying bank refused n i checked with bank its nothing on their end
Business Response
Date: 01/06/2025
Dear ********,
Were sorry for the continued frustration.
The verification step had been missed in your first redemption attempt, so it didnt process. Your next attempt was verified, but we had reached back out to you for additional information before the redemption could be processed. We were waiting on your response before the redemption could be approved, which was the reason for the next delay.
As of January 2, this order was cancelled and refunded back to the purchaser. Please contact us directly at ******************************** with any further questions.
Sincerely,
Giftly SupportCustomer Answer
Date: 01/07/2025
Complaint: 22736571
I am rejecting this response because:two gift cards in the amount of $100 was supposedly issued back to sender in which we explained to them the account was shut down due to fraud which we are still looking into it so basically giftly got us for $112
Sincerely,
******** *****Initial Complaint
Date:12/25/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Made an order from giftly for 160 bucks 150 towards a dicks gc and 10$ toward processing fee that was supposed to be sent via text to *****************. Never received card or confirmation.Last 4 of credit card 9000 Name of buyer ****** ****** ***********************Business Response
Date: 12/31/2024
Dear ******,
Were so sorry for the frustration. Our records indicate your gift was attempted to be delivered by text to ************** on Wed Dec 25, 2024 at 08:40 AM PT, but it came back as undeliverable. We immediately sent notifications of the gift being undeliverable to your email address we had on file: *********************** Weve attached that email to this complaint response for reference.
Please contact us directly at ******************************** if you would like to redirect your gift to a different phone number or an email address, or if you would prefer to cancel your order for a refund.
Giftly SupportInitial Complaint
Date:12/22/2024
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.
December 12 purchased online gift card by Giftly. My gift card was supposed to be delivered by December 18th. Having paid $8 for Shipping costs. It Never arrived.Contacted Giftly via email on the 19th. I was told that it was still at **** . I went to the *********** and they needed a Tracking number. I contacted Giftly regarding a tracking number. They did not provide me any. I only have an order number. It's 3 days away from Christmas and that was supposed to be my daughter's Christmas gift. I don't have any more money. I don't know what else to do.Business Response
Date: 12/23/2024
Dear *********,
Were so sorry for the frustration. Unfortunately, the **** can experience significant delays during the holiday season due to the volume.
Our Support team responded on December 19 with the tracking link for your order. It appears your order is expected to arrive late and the **** has not provided a reason for the delay. Were very sorry about that.
To confirm, you cancelled the order yourself using the self-service tools on December 22. Refunds typically take 3-5 business days to process.
Please contact us directly at ******************************** with any further questions or concerns.
Giftly SupportInitial Complaint
Date:12/19/2024
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 am unable to contact Giftly for the gift card or a refund of the $300. They do not reply via email and phone numbers do not work. They claim it has been mailed and "your gift card should have arrived" but no link to communicate that it was NOT obtained. Per their email it should be received weeks ago, however my mailing site records every peice of mail and this has NOT been received. I want a refund.Business Response
Date: 12/31/2024
Dear *******,
Were so sorry for any frustration.
Our Support team reached out to you on December 23 after receiving this complaint to confirm that your gift card had been shipped out and ask if we had shipped it to the correct address. After you confirmed your address, we asked if you would like us to send a replacement and, if so, to the same or a different address. We have not received a response.
Please contact us back directly at ******************************** so we can send out a replacement right away.
Sincerely,
Giftly SupportInitial Complaint
Date:12/19/2024
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 was gifted a gift certificate through this company it had you click on several different items. However, my concern is it asked me for my Social Security number and date of birth and confirm my email. Im afraid this was a bait and switch that will turn into fraud attempts.Business Response
Date: 12/23/2024
Dear *******,
We are so sorry for any frustration.
Were very sorry that the security inquiry alarmed you. It's definitely not our intention that it negatively impacts your gift experience.
We have a robust system in place to recognize and flag potentially fraudulent or suspicious purchases and redemptions. One of the ways we verify whether they are in fact legitimate is by contacting the sender and/or recipient of the gift to ask for supplemental information.
The information provided through the security inquiry form is validated through an identity verification service and is never shared or used outside Giftly's fraud detection process. Additionally, we do not ask for a Social Security number.
If you have any further questions, we can be reached at ********************************************************.
-Giftly SupportInitial Complaint
Date:12/17/2024
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 a ***** gift card for my little sister so she could get school clothes. Nearly 2 weeks had gone by after entering the address for the card to be shipped to and it had still not been received. So I emailed asking for an update. They replied by asking to deal with her directly, a minor by the way. They then emailed her saying that the card is untraceable due to being shipped first class mail, isnt that convenient? They also stated that the card had already been used and a phone number verification was required before usage. Very odd since she never received it. It seems as though theyre indirectly accusing me of requesting a fraudulent refund. Wish I wouldve read the other reviews before becoming another victim of this scam. Very sad to see a company take advantage of someone trying to support their family.Business Response
Date: 12/19/2024
Dear ******,
We are so sorry for any frustration.
To clarify, for privacy reasons its our policy to communicate directly with the recipient regarding redemption details. Upon your approval, on December 17 we reached out to your sister and confirmed the mailing address we sent the card to. We also confirmed that her card had already been activated and used, and we asked if anyone in the household may have unknowingly intercepted it. We did not receive a response.
Our physical gift cards are managed by a 3rd party vendor and, unfortunately, they do not reimburse unauthorized transactions. Were sorry about that.
If you have any further questions, we can be reached at ********************************************************.
-Giftly Support
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