Complaints

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:11/15/2022

  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 09/25/21 I listed a $2,000.00 gift card I had for a while from ************************* on the Raise website (Card ID: ****************, however I changed my mind a few days after and deleted the listing before it was sold. The gift card has not been used or touched by me since. However on 9/16/22 when I tried to use my gift card it said that there was only a $15.75 balance left on the card, meaning that $1,984.25 was stolen from the card. The only way it would have been used was through the credentials that I entered on the Raise website, which I had assumed was secure since they are a gift card company and handling that information is their main business. I called ************************* to inquire about the stolen funds and since the funds did not exceed the amount on the card, they individual that stole the card did not need to enter their own credit card information, and they told me to contact Raise since they would be the only ones with access to the card while they would try to investigate. I also have emails from ******************* that checks the balance of the gift cards on various dates as proof of the funds being stolen. I tried to contact Raise several times to try and figure out whether they mistakenly sold the card and did not reimburse me or whether it was stolen by someone else who has access to their information, and they only replied to me in a generic brief email on 9/17/22 in an attempt to shift responsibility. I replied to the email to try and figure out a proper resolution but was ignored and have not been replied to since. For a company that specializes in the selling of gift cards, this is a serious breach of trust and professionalism, and a major warning to any other sellers who are thinking of using Raise as a platform. I hope that Raise will rectify the issue and reimburse the amount taken from the gift card entrusted to them in some manner.

  Business Response

  Date: 11/25/2022

  Hello, 

   

  We are investigation this request, If you are able to gain any information from the brand as to what happen to the card it will be very helpful. We will update you as so as we have more information. 

   

  Thanks 

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18405100
  
  I am rejecting this response because:

  The ******************* representative I spoke to said that since the purchase did not exceed the amount of the gift card (leaving behind $15.75), the thief did not need to put in another payment method which would help to identify them. This leads us to believe that the individual who stole the gift card had experience doing this before and knew what they were doing. I understand you are investigating this further, I would suggest looking at who had access to the gift card information at Raise, and who did access them. I am waiting for your prompt response, and am hoping to resolve this situation amicably. I would hope that a large company specializing in gift cards like Raise would do the right thing for their sellers, and not risk alienating them by allowing an amount of $1,984.25 to be stolen from a gift card that was entrusted to Raise.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/09/2022

  We are unable to confirm the date or location card was used and for that reason we are not able to change our decision on this issue. If you the seller is able to provide proof from the brand we will be able to review again. 

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18405100
  
  I am rejecting this response because:

  It is truly disheartening to see a large company risking its integrity and reputation in order to steal and amount less than $2,000. Needless to say, I will not be using Raise ever again, as a seller or a consumer, and will discourage everyone I know to do the same. The fact that you place the burden of proof on sellers who have trusted you with sensitive information without investigating things thoroughly is ridiculous and pitiful. Congratulations to whoever in your company that found a way to steal credit without leaving hard evidence. Leaving behind a small amount on gift cards to not have to enter another identifiable payment method is genius. I guess the public will never know whether this theft was done by a single employee or is a systematic scheme at Raise, but judging from the **** and unempathetic responses i've received, it seems to be the latter. I hope that this case will be a warning anyone out there who are thinking of trusting Raise with their business.

• Initial Complaint

  Date:11/01/2022

  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.

  Im so sad to write this cause I do love raise and use them frequently but someone drained a $100 kohls gift card right after I bought it. They claim I used it on 3 different dates back to back which none of the dates they accused me of using it did I order anything from kohls. Took about 25 days of back and forth for them to tell me oh well. Its unfortunate I will no longer be using this company and want to warn others people can hack these cards instantly.

  Business Response

  Date: 11/11/2022

  member was refunded.

• Initial Complaint

  Date:10/31/2022

  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 tried to sell my *********************** gift card on Raise.com. It was listed for a couple of months and then finally it was purchased by someone on 9/05/22. The card had a balance of $214.34 and the listing price was for $202.12. After fees, I was supposed to receive $171.80. I received an email on 9/06/22 that stated that the buyer reported the card as having a zero balance and my account was debited $171.80. I have no idea what this means and do not see any charges on my debit card, but now my *********************** gift card does not have any money on it. I have been trying to call Raise but there is not a call option. They claim that there is a live chat option, but I have yet to find it. They want you to email them, but then they never respond. I feel like I have been scammed out of my money and that anyone who buys a gift card can just claim that it has no money on it (when it definitely does) and then get rewarded for lying, while the seller is left to figure out why they were reported. I need an explanation and I also need the money on my gift card back.

  Business Response

  Date: 11/04/2022

  Buyer bought the card on 9/4 and was unable to use the card do to 0 balance, we confirmed with the brand that card was used 8/7 before card was listed on our site, for that reason we are unable to pay seller for this card. Image is attached from brand, we also called to confirm info 

• Initial Complaint

  Date:10/29/2022

  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.

  Bought a gift card on 10/21/22 for **************** Received it and tried to use in store only to have cashier say it was invalid. Later that day tried to use online as well. That is when it showed zero balance. Requested refund next day and received reply on 10/29/22 that the request has been rejected because they were told it was used on 10/21/22.Seems like it is way too easy for sellers to scam. Just use the gift card the same day you sell.

  Business Response

  Date: 11/04/2022

  Supervisor has refund the request in buyer has been refunded for this order. 

• Initial Complaint

  Date:10/29/2022

  Type:Delivery 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.

  Card ****************** I order a card at 10:26 for PlayStation a 75$ card for 69$. Its been over 8 hours and still havent got a code to redeem my PlayStation code how long does it take for a gift card to get edelivered to your email . Please help either want my 75$ back or my card .

  Business Response

  Date: 11/03/2022

  ************ was placed on 2022-10-29 11:15 AM CDT and delivered on 2022-10-29 11:15:47 ***** So am not sure why customer is advising they did not get it, we advise order will be delivered within 24 hours but this was delivered instantly.  

• Initial Complaint

  Date:10/22/2022

  Type:Delivery Issues
  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 PURCHASED A $25 ROBLOX GIFT CARD FROM RAISE.COM AFTER I GOT CHARGED AND I GOT AN EMAIL THAT SAID MY ORDER WAS PROCESSING, I THEN GOT AN EMAIL THAT MY ORDER HAD BEEN CANCELLED. Hello MJ,THIS ORDER HAS BEEN CANCELLED, Due to an issue with the transaction, the following order has been canceled. Please visit our *********** to contact us for more information. We regret to inform you that your recent order R751721321 could not be processed. If you have any questions or would like more information, please chat with us directly in the ***********. You can reach us Monday through Saturday from 9am to 5pm CST. We apologize for any inconvenience this may have caused, and the pending charge will fall off your credit card within 3-5 business days.Thank you,Raise Order Processing Order: R751721321 Card ID: *************** ------------------------------------------------------------------That all sounds good, but they have not responded to any of my emails, and the charge isn't a PENDING charge. It's already been taken from my *********** are not communicating anything with me!!This order has been cancelled.

  Business Response

  Date: 10/27/2022

  Order was cancel 10/21 and we didn't take payment from bank, proof is attached, payment should not have posted to buyer account. 

  Customer Answer

  Date: 11/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/17/2022

  Type:Product Issues
  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 have sold gift cards through Raise since March 2020; my employer gives me rewards points that can be redeemed for digital gift cards. My process is always to obtain the gift card and list it on Raise within 1-2 days (if not same-day) -- and have never had issues. Recently I was asked for full personal information, as well as information / proof regarding the gift cards, which I provided promptly. For this last sale I submitted the card on 10/05/2022, and it was not listed until 10/07/2022 which is already odd, as typically it's listed same-day. The card sold on 10/07/2022 (Card ID: ***************, last 4 digits: ****), and then was denied with the sale reversed due to the buyer stating the card was invalid and no other information. The card value was $200.00, with $168.28 that was supposed to go to me after fees. I disputed this claim, as the gift card was obtained in the same manner as done so with every gift card in the past, none of which have had issues. I emailed support with the listing information on 10/07/2022, requesting the buyer's claim investigated and my information reviewed, and did not receive a response. Instead I received a request to leave feedback for my case that had been marked as resolved. I emailed again on 10/10/2022 with all of the same information, including that my last request was not resolved as aforementioned; I again only received a request to leave feedback for a "resolved" case. I again emailed on 10/11/2022, still providing all of the information and lack of resolution, and have not received a response or any other communication as of 10/17/2022. I am demanding the value of this sale provided to me, as this is a valid gift card and Raise refuses to investigate and/or provide more information, as delineated by section 7(f) of their own terms. Once refunded, I would like my account with Raise closed and all information removed, as I no longer wish to sell with a company that refuses to provide support and essentially steal from me.

  Business Response

  Date: 10/20/2022

  Hello, 

   

  You should have received an email about the debit being reversed. Please keep in mind that we have an investigation team that will work with you if you have any question about a debit on your account. If you would still like your account to be deleted please send an email to **********************************. 

  
  Best, 

  Customer Answer

  Date: 10/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/12/2022

  Type:Delivery 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 September ********************** placing an order with underarmour online to make a purchase for a little over $150. I decided to utilize raise to lower my out of pocket cost by purchasing three $50 gift cards. I received a confirmation email for my order of $134.31 on September 24 at 11:07 am. About 3 minutes later the gift cards became downloadable and I proceeded to check out my order at underarmour. In fact, the confirmation from underarmour is dated September 24 at 11:22 am. During the 15 minutes, I entered each of the three gift cards into my payments and none of them had funds that were on them. They were drained completely. After checking out, I immediately followed up with raise so they could be sure to check into the gift cards. I didnt receive the confirmation of the issue until September 25. I immediately stopped payment on my credit card during this time frame as I wanted everyone aware there was an issue. I received a refund for one gift card on 9/27 and then was told the charge was resubmitted due to the claim that someone used them on September 24. I submitted detailed receipt of my order on September ********************************************** the full amount.

  Business Response

  Date: 10/20/2022

  Hello, 

   

  Looks like the other 2 cards in the order had a full balance so that why they were not refunded. Your should have received an email about a refund for all 3 cards in the order. 

   

  Best, 

• Initial Complaint

  Date:10/08/2022

  Type:Delivery 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 almost $600 of gift cards from Raise. The first gift cards went through and were dispersed. The next 2 orders I received an email back stating they needed payment verification within 24 hours or the purchase would be void and I would be blocked from using the site. I have sent 3 emails in the last 20 hours trying to reach someone and find out what they needed to verify and have not received a response back. It is now over 24 hours from the first blocked transaction. They have no other way to contact them regarding these types of issues but email to their ********************************** (no phone number listed anywhere, no live chats available). I am actually wondering with the other complaints that I have read through, if they list cards they don't currently have for sale hoping they get them in within 24 hours and as long as they don't respond to the emails it is no problem for them because the transaction will just be cancelled and the buyer blocked. Following is the email I received about needing further verification.Hello,Thank you for shopping with Raise! Your assistance is required to complete the processing of your recent order R042163047.Please chat with us directly to verify your order. You can reach us Monday through Saturday from 9am to 5pm CST.Unfortunately, if we do not receive contact from you within 24 hours, your pending order(s) will be canceled and a temporary hold will be placed on your account. Orders placed after 5 PM on Saturday, as well as any time Sunday, may require verification to be completed by the end of the following Monday. This hold can be lifted as soon as we are able to verify your information.Regards,Order Processing Raise Order Processing Email ********************************** Visit our ***********

  Business Response

  Date: 10/11/2022

  Hello, as of now we do not have Chat or phone option. We have sent the member many emails. last one being sent 10/10 we just need member to respond to that email to have account unlock. Any order that was cancel funds have been release and should not post to member account. 

• Initial Complaint

  Date:10/07/2022

  Type:Product Issues
  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 purchased a $100 Red ***** gift card from the Raise.com using $73.10 on 6/9/2022 for my son's teacher as appreciation. When he tried to use the gift card, ************** told him there was $0 balance in it. It was embarrassing for him, as well as for us! We contacted raised.com and requested a refund, and they said since the card was in too many hands (which is me, and the teacher), they could not refund the payment. Isn't the purpose of a gift card is for gifting?!

  Business Response

  Date: 10/12/2022

  It does stated in her terms that we it will not be covered if given to someone else. As a one time courtesy, buyer has been refunded.

  Customer Answer

  Date: 10/14/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************