Additional Complaint Information
Customer Complaint:
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
11/18/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Gift card to be sent by email on Nov 5,2022. I paid $50 plus fees. No gift card was received.Customer response
11/21/2022
Issues were resolved on 11/19. Thank you,Initial Complaint
10/27/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
This website is claiming to sell gift cards for (Lux) Pot Shop, however they cannot legally sell gift cards for cannabis dispensaries in **************** and (Lux) Pot shop does not sell gift cards. (Lux) Pot shop has not given them authorization for them to sell gift cards on their behalf and, as a policy, does not honor gift cards.
Business response
10/31/2022
Hi ******,
Were so sorry for any frustration. Lux Pot Shop has been removed from the Giftly directory.
We'd also like to clarify our product for you, 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 would pay you the full amount for their purchase using a normal payment method and they shouldn't present anything Giftly-related.
If you have any further questions or would ever like to be reinstated, please reach out to us at ********************************.
- Giftly SupportInitial Complaint
10/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I made 2 purchases with this company with no issue. When I made the 3rd purchase it was canceled and I was told it was due to suspicious fraud. When I told them it was me that made the purchase they informed me the cancelation couldn't be reversed. They instructed me to reorder once my card was refunded in 3 to 5 days. After I waited, I made the purchase again and yet again it was canceled. I made sure to make an account as well. I contacted customer support and was pretty much told tough s*** that they can't guarantee if I try to repurchase that out wouldn't be canceled. This is an awful company to use and I will never use them again. The purchase was for $500 and the fee to use the service is $20. Absolutely terrible customer service and zero caring when it comes to accommodating customers and fixing issues. Don't bother!Business response
10/12/2022
Hi ******,
We are so sorry for any frustration with the cancellation of your gifts.
As part of operating the Giftly service, we maintain a robust system to detect potentially fraudulent purchases. We attempt to be vigilant in protecting our customers and limiting fraud on our website. Unfortunately, we occasionally mistake a legitimate purchase as unauthorized and cancel and refund the associated gifts. Were very sorry this was the case here.
If you have questions or concerns, please reach out to us at ********************************.
-Giftly SupportInitial Complaint
09/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I rented an airbnb in ** from 9/7 to 9/15. There was a problem upon arrival due to cleanliness issues and a few problems with missing supplies. So the owners of the property were gracious enough to send a $125 giftly card to me via text at the same phone number associated with this complaint. I decided to take it as a cash disbursement, rather than spend it at a local restaurant, as that was an option. After entering my checking account number and routing number, i waited and waited. The deposit never happened. When i checked giftly, it said the gift was canceled on 9/20 and the amount was refunded back to the credit card of the airbnb property owners. What gives? To me, this seems dishonest, as that was money sent to me to alleviate an issue i had with cleanliness for a very expensive rental. It seems giftly didnt hold up their end of the bargain by delivering the gift to my checking account, as i had instructed.Business response
10/05/2022
Hi ******,
We are so sorry for any frustration with the cancellation of your gift. Unfortunately, we are not able to reinstate a gift that has been cancelled.
We have a robust system in place to recognize and cancel potentially fraudulent or suspicious purchases. There are a variety of factors that go into the determination of whether to cancel a gift, including previous purchase data and signals from our payment processor and your card issuer.
We attempt to be vigilant in protecting our customers and limiting fraud on our website. Unfortunately, that means we may occasionally mistake a legitimate purchase as unauthorized, and as a result, cancel it for the security of the cardholder.
We sincerely apologize if we cancelled your gift in error.
If you have questions or concerns, please reach out to us at ********************************.
-Giftly SupportInitial Complaint
09/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Reference to a $100 gift card we received (in my wife's name) . $50 was used. Then next time we used the card in a restaurant the card was declined. Totally embarrassed us and the person that gave it to us. We called Giftly...was left on hold for more for an extended amount of time. Finally the agent answered ...took the info and said they would get back to us in a few hours. Never heard from them. We're going to contact every agency of interest that will prosecute this company. The reviews are consistent. We have the card to document the issue. Interesting they said the card has expired before it was purchased. If it was expired how did the purchase of $50 get approved.Business response
10/05/2022
Hi *****,
We are so sorry for the frustration with your gift.
Some service-based merchants (like restaurants), automatically add a 20% authorization on top of the bill to include a tip. Unfortunately, this can cause a gift card to be declined. Giftly did not receive any phone call regarding this gift card; it was likely Omnicard, the company that issues our physical gift cards, that you had spoken to. Were so sorry they were not helpful.
On September 30, our Customer Support team communicated with you to obtain your order information. You sent along your transaction history for this card, which showed that the transaction was ultimately successful. Since the card has been used, were unable to issue a refund. Im sorry about that. Please follow up with our Customer Support team at ******************************** with any further questions.
- Giftly SupportCustomer response
10/05/2022
Complaint: 18126120
I am rejecting this response because: I do not accept the response made by the business to resolve this complaint. Pure fraud. They have multiple complaints. I'm elevating the complaint to the State Attorney to investigate the business practices. The restaurant was declined the $50 balance. We are owed $50 but the whoever issued the card company knows exactly how to cheat the recipient. There is no misunderstanding on our end. They are reluctant to replace the paid for balance. They need to investigated and possible shut down.
Sincerely,
*****************************Initial Complaint
09/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a gift card for a birthday gift in the amount of 150 plus 10 fee. 160 was charged to my debit card. The card was purchased thru Giftly com onJune 29th and cleared on June 30th. It was stated that It could be used at Pottery Barn. When my daughter in law got ready to use pottery barn said they dont take from this company. She tried to use the card on September 3 rd. After looking on ur site I found complaints. Thank youBusiness response
09/19/2022
Hi ****,
We are very sorry for the frustration. Our Customer Support team communicated with you on September 19 and, upon your request, your gift has been cancelled. Please allow 3-5 business days for your refund to process.
To clarify, when you give a gift through Giftly, you are sending money with a suggestion for spending.
The recipient will redeem the gift at giftly.com, where they will choose how to receive the funds that were given to them - either on a **** gift card in the mail or directly to their bank account or PayPal account. We then remind them to use the gift and share with you what they did with the money.
Once they receive the funds from Giftly, they will use them to make a purchase at the suggested merchant (or other place of their choice) using a normal payment method.
Please let us know if you have any further questions or concerns at ********************************.
- Giftly SupportInitial Complaint
09/07/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I own a small business - a restaurant owned by my husband and me. We had a very nice guest who presented a Giftly gift card that she received 3 months ago. She wanted to redeem it for her Bday dinner. She said her friend who bought her the gift card had to use her PayPal to purchase the gift and she had to go through a weird process. The problem is we NEVER received payment from Giftly, and we never authorized this company to sell our gift cards. We feel completely SCAMMED, but we wanted to honor this guests gift card. So now we are out $100 and we feel duped :(Business response
09/19/2022
Hi *********,
We are very sorry for the frustration. Unfortunately, the customer had been using their ********************** gift incorrectly. Our Customer Support team reached out to you directly on September 7 upon receipt of your complaint to assist with processing reimbursement.
We'd also like to clarify our product for you.
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 and were so sorry that was the case.
If you could please reach out to us at ******************************** with the 6 letter activation code from the printed gift you accepted, well be happy to reimburse you.
- Giftly SupportInitial Complaint
09/04/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On August 2nd I used my credit card ending in **** to put purchase a $500 gift card . Transaction total $520. The recipient tried to redeem it at the store and the code would not accept. She then tried to redeem it as a **** card and was told the card would be mailed to her vs the ability to immediately redeem. To date the credit card has not been received. ******* from Giftly said she would follow up with the recipient and nothing has happened. I have sent 3 emails and I cannot get a response, nor has additional action been taken to resolve this issue. There is no available number to speak with a live person, only a grainy recording redirecting you to send an email. Order # is Q2U0PK4FI. I would like my $500 refunded to my account pleaseBusiness response
09/19/2022
Hi ******,
We are so sorry for the frustration with your gift.
Our records indicate our Support Team had responded to all three of your emails- were so sorry you didnt receive our responses. Additionally, after receiving your report that the **** gift card had not been received on August 2, we reached out to the recipient directly to confirm that the redemption had not been completed. Unfortunately, we did not hear back from the recipient.
Your gift was cancelled on September 4 and a full refund initiated back to your card. It should have been posted within 3-5 business days.
If you have any questions or concerns, we can be reached at ********************************.
- Giftly SupportInitial Complaint
08/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a gift card on 8/14/22 and then found out was gonna be three days to receive.three days later he still has no money and was told had to verify my info and ask why I bought this person gift card and three days after that he gets one asking his relationship to me which it's a gift card business I don't feel should have t g e right to even ask those questions but still has not received his money keep getting told computer is reason I was flagged but he's still needs this money they took it out of my account within the first minute after I ordered it they should have already sent his money and stop making excuses 50 dollars isn't much to some people but to someone who has lost everything it is order number is QU17QSRVX thank you for your help ***********************Business response
08/31/2022
Hi *****,
We are so sorry for any confusion or frustration. Your gift was cancelled on August 21 and refunded back to your payment method. It should have been reflected within 3-5 business days.
I'm very sorry that the security inquiry alarmed you and it's definitely not our intention that it negatively impacts your gift experience. We have a robust system in place to recognize and cancel potentially fraudulent or suspicious purchases. There are a variety of factors that go into the determination of whether to cancel a gift, including previous purchase data and signals from our payment processor and your card issuer.
We attempt to be vigilant in protecting our customers and limiting fraud on our website. Unfortunately, that means we may occasionally mistake a legitimate purchase as unauthorized, and as a result, cancel it for the security of the cardholder.
I sincerely apologize if we cancelled your purchase in error.
If you have questions or concerns, please reach out to us at ********************************.
-Giftly SupportInitial Complaint
08/03/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
A guest had a gift card through Giftly that stated ***********************. We have nothing to do with Giftly and would like our name to not be printed without our consent. This is a huge issue for our guests that do not understand we dont sell gift cards online.Business response
08/12/2022
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, *********************** 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 SupportCustomer response
08/12/2022
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,
***********************
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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.