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=allhttps://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
- 1,126 total complaints in the last 3 years.
- 388 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:06/07/2025
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.
On January 26, 2025 i received two gift cards at my grandson's baby shower, one was $200 and the other was $100. On May 31, 2025 i activated both cards and used $23.90 from the $100 card and placed both cards in my safe. On Wednesday June 4th, 2025 I went to use both cards for a purchase and found that the $200 card only had $1.01 and $198.99 in TikTok purchases dated May 25, 2025. I called the customer service and inquired and was told that i need to send my State ID back and front, Social, receipt, and gift card front and back. I found the request suspicious and insisted the you ng man match my details withe details i activated the card with and he refused. I informed him that i plan to report them if the money is not returned to the card and as of today no omoney has been returned.
Business Response
Date: 06/23/2025
June 23, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ***** ******
Dear Aspen,
On June 7, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ****** regarding unauthorized charges against a **** gift card ending in 4319 as well as the request for ownership documentation.
Because the charges in question are within our sixty (60) day timeframe for a dispute to be made, we invite Ms. ****** to contact our Dispute team directly by email at ******************************************** or by phone at ************** so we may attempt to recover the funds from the merchant associated with the charge by opening an investigation on her behalf. Our records show the card is registered to someone other than the customer; because of this, supporting documentation will be required to show a clear line of ownership to the customer, including but not limited to: proof of purchase, photos of the front and back of the card, and proof of address. We sincerely apologize for any inconvenience Ms. ****** 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
**************
******************************Customer Answer
Date: 07/03/2025
Please see attachmentBusiness Response
Date: 07/07/2025
July 7, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ***** ******
Dear Aspen,
On July 3, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ***** ****** regarding unauthorized charges against a **** gift card ending in 4319 as well as the request for ownership documentation.
As mentioned in previous correspondence,the charges in question are within our sixty (60) day timeframe for a dispute to be made. We invite Ms. ****** to contact our Dispute team directly by email at ******************************************** or by phone at ************** so we may attempt to recover the funds from the merchant associated with the charge by opening an investigation on her behalf. This request must be received by the Dispute team directly so a dispute may be opened.
Our records show the card is registered to someone other than the customer; because of this, supporting documentation will be required to show a clear line of ownership to the customer, including but not limited to: proof of purchase, photos of the front and back of the card, and proof of address. We sincerely apologize for any inconvenience Ms. ****** 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
**************
******************************Customer Answer
Date: 07/08/2025
Complaint: 23438774
I am rejecting this response because: I responded to your request for information both by email and through the BBB portal. Closing the case after receiving the rquested information is unacceptable, which further allows me to believe that your products are not authentic. Please review the attachment of all correspondence and evidence proving ownership.
Sincerely,
***** ******Business Response
Date: 07/08/2025
July 8, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ***** ******
Dear Aspen,
On July 8, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ***** ****** regarding unauthorized charges against a **** gift card ending in 4319 as well as the request for ownership documentation.
Our records show that an email was sent on July 8, 2025, to Ms. ****** within Case CS16517270 to request a photo of a valid government-issued photo ID and a clear color selfie of her holding her ID, making sure her upper torso, shoulders, arms, and hands are fully visible. This documentation must be received by the Dispute Team within that Case; submission via any other means may not be accepted. Once our Dispute Team has received the documentation requested, they will begin an investigation on Ms. ******* behalf. We sincerely apologize for any inconvenience Ms. ****** 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
**************
******************************Customer Answer
Date: 07/08/2025
Complaint: 23438774
I am rejecting this response because: You are attempting to close this case based on false information. I submitted everything your company asked for. The physical gift card, the physical receipts, a utility bill providing my address, a selfie holding my iD and my NYS DMV ID and you are stating that you have not received it. it is also AGAIN attached to this response. Please review all of the pages of the attachment file (RESPONSE.pdf)
Sincerely,
***** ******Initial Complaint
Date:06/06/2025
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 received a $50 gift card for teacher appreciation week. I go to check the balance and it's not coming up anywhere I try to look. So I call the number on the back of the card and they tell me it was used at aliexpress for $49.74. I said that was not me I had only had the card a week. They sent me to the fraud department or whatever and they said I had to file a claim. But they needed all my information, a picture of the front and back of the card, a receipt -which I didn't have because it was a gift. and it would take 7-14 business days. It's not worth the $50 but very disappointing that I went through all this for nothing.Business Response
Date: 06/17/2025
VIA BBB WEBSITE
June 17, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********* *****************
Dear Aspen,
On June 07, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***************** regarding an unauthorized charge against a **** gift card ending in 6422.
On May 30, 2025, Ms. **** contacted us regarding her concerns regarding an unauthorized charge on her gift card ending in 6422. On May 31, 2025, Dispute case CDS0212112 was created to assist Ms. ***** and an email with a Dispute Form was sent to Ms. **** requested documentation for further investigation. As part of our security precautions, a replacement gift card ending in 6579 was also issued to Ms. **** with the remaining funds from the gift card. On June 11, 2025, Dispute case CDS0212112 was resolved, and an email was sent to Ms. **** advising her that the Dispute has won in her favor.
As of todays date, we can confirm the dispute amount totaling $49.41 USD has been issued to the replacement card ending in 6579. We also showed successful redemption was made on the replacement gift card on June 12, 2025. We sincerely apologize for any inconvenience Ms. **** 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
**************
******************************Initial Complaint
Date:06/06/2025
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 have written to ***************** multiple times--including by mail, to the address they provide on their own website (P.O. ***************************)--only to receive no response, an unhelpful dead end, or, in the case of the letter, a returned letter stating the address could not be found. I received $2.38 from a Wesson settlement and $5.51 from a Smashburger settlement that were supposed to be added to my Prepaid profile. I have asked for the company to please resend both emails to me so I can activate the cards (they are not in my profile and have never been despite the site saying I already activated them). ***************** should simply issue me a new prepaid virtual debit card for a total of $8.67 (to cover both missing prepaid cards as well as the cost of the stamp I used to send them a letter, which was only returned). Thank youBusiness Response
Date: 06/16/2025
Tell us why here...June 16, 2025
Better Business Bureau
Complaint Case: 23414548
RE: ***** *****
Dear *****,
On June 6, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ***** regarding issues with receiving a Wesson gift card and Smashburger e-gift card.
In attempting to research the Wesson gift card, we have been unsuccessful in locating it.Furthermore the Smashburger card has been redeemed in full and cannot be reissued. Ms. ***** will need to contact the program administrator in regards to her Wesson gift card. If the Smashburger was redeemed falsely Ms. ***** will need to contact our customer service team so a dispute case can be filed and investigated on her behalf.
We sincerely apologize for any inconvenience Ms. ***** 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
******************************Initial Complaint
Date:06/05/2025
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 writing to request assistance regarding a transaction that took place on April 22, 2025, on ********** for the amount of $57.23. At the time, I used a **** gift card ending in 6145, not realizing that the card had insufficient fundsit was short by $3.83. Despite this, the transaction was processed.On May 9, 2025, I received an email from ****** notifying me that BlackHawk had filed a chargeback on the transaction due to the insufficient balance. To resolve the issue, I paid the full $57.23 to ****** using my personal credit card.Since then, I have been waiting for the $53.40 to be refunded to the original **** gift card. I have contacted both BlackHawk and ****** regarding the matter. BlackHawk advised that the refund must come from the merchant ********* while ****** states the issue lies with BlackHawk.I would appreciate it if this matter could be resolved by issuing the $53.40 credit back to the original **** gift card (ending in 6145), or alternatively, applying the amount to a different card if necessary. Ive received from *************************** from BlackHawk Network stating that additional information is required to proceed with my claim. However, the email contains no specific request or indication of what that information is. I am growing increasingly concerned that these repeated, vague emails are being used to delay processing my claim. Should this pattern continue and result in a denial based on timeliness or a technicality.Business Response
Date: 06/16/2025
VIA BBB WEBSITE
June 16, 2025
Better Business Bureau
Complaint Case: 23431658
RE: ***** ****
Dear *****,
On June 6, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** **** regarding issues purchasing a ***** gift card ending in 6145.
On May 16, 2025, Mr. **** contacted our customer service in regard to a requested refund for a gift card that was purchased at ******. Our team opened up a dispute case, CDS0195500, to investigate the matter further. Our team also requested a complete dispute form and additional information in regard to what happened. That same day Mr. **** provided the requested information. On June 6, 2025, we received a complaint from the Better Business Bureau on Mr. ***** behalf.
On June 8, 2025, the dispute was won in Mr. ****** favor and a final credit of $57.23 was issued. We sincerely apologize for any inconvenience Mr. **** 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
******************************Initial Complaint
Date:06/03/2025
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 have received 3 digital Mastercards as payment for 3 separate class action lawsuits from Black Hawk Network. I have Never elected to receive Digital cards. I have only requested check payments. I only receive digital cards that do now work, the card always decline. I am entitled to receive all funds from my class action settlements and I want my money in the form of a check. I have lost a lot of money on digital cards that I have Never requested.Business Response
Date: 06/16/2025
June 16, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ******* ******
Dear Aspen,
On June 3, 2025, Blackhawk Networks (Blackhawk) received a complaint ******* ****** regarding the funds from three (3) MasterCard virtual disbursement cards they want converted to a check.
As of today's date we have sent multiple emails to the email address provided by the customer,******************************, requesting the card numbers in question so we could research further. Because we have not received the card numbers that Mx. ****** referenced, we recommend that they reach out to the program provider associated with the cards in question to determine what options are available regarding alternate payment methods. 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
**************
******************************Customer Answer
Date: 06/16/2025
Complaint: 23415834
I am rejecting this response because:
I have attempted several times to submit a complaint through the companies website and have received no response. The funds owed to me are from legitimate class action settlements and I want my money. The virtual cards provided do Not work and I am unable to retrieve the funds paid to me in the legitimate Class Action Settlement. I have attached the card in question showing all declined transactions. I want a check mailed immediately or I will seek interest.
Sincerely,
******* ******Business Response
Date: 06/23/2025
June 23, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ******* ******
Dear Aspen,
On June 18, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint ******* ****** regarding the funds from three (3) ********** virtual disbursement cards they want converted to a check.
Our research into the card that Mx. ****** provided shows that the card ending in 9597 has been blocked due to potentially suspicious activity; this is done as a security precaution to protect the cardholder against possible fraudulent redemptions. To address this matter, we ask that Mx. ****** contact our **************** team directly by phone so a representative may provide any insight that may be available. 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
**************
******************************Customer Answer
Date: 06/23/2025
Complaint: 23415834
I am rejecting this response because:The Card Still Does Not Work. I just attempted to use it prior to responding. I do not wish to continue this unnecessary back and forth. A check needs to be issued today. There was no report of suspicious activity yet Black Hawk blocked the card without notifying the card holder? I need tracking provided for my requested replacement check.
Sincerely,
******* ******Initial Complaint
Date:06/02/2025
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 disputed a transaction and nothing has happened! I even received an email from the other bank saying the money was being returned but nothing yetBusiness Response
Date: 06/23/2025
June 23, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ****** ********
Dear Aspen,
On June 2, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ******** regarding the resolution timeframe for Dispute Case CDS0075521.
On February 17, 2025, we received a phone call from Mr. ******** to report a purchase made via ****** for $250 had not been received. Dispute Case CDS0075521 was created, and an email was sent to ***************************** with a Dispute Form, requesting that Mr. ******** made a good-faith effort to address the issue with the merchant prior to contacting us to address the concern in question by providing contact details with the merchant, such as the date of any contact, the name of the person they spoke to, the method of contact used, any response received from the merchant in question, a description of what was purchased, and written explanation of how the merchandise was not as described or was defective along with photo documentation. Additional information was requested as well,including a date of return if the merchandise in question was returned, the shipping company used to return the merchandise, and any tracking number provided for the return of the defective merchandise. Mr. ******** was also advised that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question within ten (10)business days, to allow thirty (30) to ninety (90) calendar days from the date we receive all required documentation for the investigation to be completed,and options on how to submit the form by email and by fax as well as an explanation why the investigation takes that long. Mr. ******** sent a photo of a text message from the merchant, stating that they had been blocked by *********. Sandoval requested updates on February 26, 2025, and February 28, 2025.
On March 8, 2025, we re-requested documentation stating that Mr. ******** made a good-faith effort to address the issue with the merchant prior to contacting us to address the concern in question by providing contact details with the merchant, such as the date of any contact, the name of the person they spoke to, the method of contact used, any response received from the merchant in question, a description of what was purchased, and written explanation of how the merchandise was not as described or was defective along with photo documentation. Additional information was requested as well, including a date of return if the merchandise in question was returned, the shipping company used to return the merchandise, and any tracking number provided for the return of the defective merchandise. Mr. ******** was also advised that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question within ten (10) business days, to allow thirty (30) to ninety (90) calendar days from the date we receive all required documentation for the investigation to be completed, and options on how to submit the form by email and by fax as well as an explanation why the investigation takes that long. Mr. ******** responded to state that they blocked the merchant's number after the ****** transaction originally went through. We requested the documentation again on March 16, 2025, and received a response from Mr. ******** on March 17, 2025, stating he had already sent the documentation. We requested the documentation again on March 24, 2025, and received a response from Mr. ******** on March 29, 2025, stating he had already sent the documentation.
On April 7, 2025, we sent *********** an email to confirm whether or not he wished to cancel the dispute. On May 11, 2025, we began our investigation with the merchant in question. On May 18, 2025, Mr. ******** requested an update, and on June 1, 2025, we received another update request. On June 4, 2025, Dispute Case CDS0075521 was closed along with dispute Case CDS0216896 regarding a separate charge of $29.26. We sincerely apologize for any inconvenience Mr. ******** 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
**************
******************************Customer Answer
Date: 06/23/2025
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,
****** ********Initial Complaint
Date:05/31/2025
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 had gotten a ********** that had $820 on it in total. I had purchased something from a salon and accidental sent 815$ to the merchant and so the merchant Immediately refunded the amount back to my card. Immediately after refunding my money the card services shut down my card and took my money. Ive called for days and they said they wanted to make sure it was me making the purchase which I sent them all information and they continue to keep telling me they "escalated the claim and wait 1-2 days". So now $820 of my money is being held up with no telling of why, or unlocking of my card for reasons of why it was locked is unknown to me. Any other time they had done this, it was immediately unlocked but now with $820 it's jumping through hoops to get my money returned to me. This is unfair and cruel to do f to someone, all for getting a refund to my account (though I've never had a problem getting returns to them before)Business Response
Date: 06/12/2025
June 12, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ****** ******
Dear Aspen,
On May 31, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ****** regarding a gift card that has been blocked after a credit was applied.
On May 29, 2025, Case CS16454007 was opened via a phone call from Ms. ****** regarding a virtual MasterCard settlement card ending in 8319 that was blocked from use. We had determined that the card had been blocked due to a credit applied towards the card balance, and requested proof of purchase for the item that had caused the credit via email to ************************* On June 4, 2025, the block was removed,and Ms. ****** was advised that the card was ready for use.
Our records show the current balance of the card is $.84, with redemptions being processed as recently as June 11, 2025. We sincerely apologize for any inconvenience Ms. ****** 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
**************
******************************Initial Complaint
Date:05/30/2025
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.
Optimum sent ***** to card, Tried to use card with xoom the money disappeared and cant be found, Basically I lost ***** and no one can explain to me where the money is .Business Response
Date: 06/20/2025
June 20, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ***** ****
Dear Aspen,
On May 31, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** **** regarding unauthorized charges against a virtual MasterCard ending in 7394.
On May 27, 2025, we received a phone call from Mr. *** to report that a merchant associated with a charge on a virtual MasterCard gift card. Dispute Case CDS0208117 was created, and an email was sent to ********************** with a Dispute Form, requesting that ******* made a good-faith effort to address the issue with the merchant prior to contacting us to address the concern in question by providing contact details with the merchant, such as the date of any contact, the name of the person they spoke to, the method of contact used, any response received from the merchant in question, a description of what was purchased, and written explanation of how the merchandise was not as described or was defective along with photo documentation. Additional information was requested as well, including a date of return if the merchandise in question was returned, the shipping company used to return the merchandise, and any tracking number provided for the return of the defective merchandise. Mr. **** was also advised that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question within ten (10) business days, to allow thirty (30) to ninety (90) calendar days from the date we receive all required documentation for the investigation to be completed, and options on how to submit the form by email and by fax as well as an explanation why the investigation takes that long.
We resent the documentation on June 5, 2025, and attempted to contact Mr. **** by phone on June 9, 2025, to offer assistance with the dispute process, and on June 11, 2025, we left a voicemail for Mr. **** as well as resent the documentation request so Mr. **** could complete the dispute process. We received the dispute form on June *******, as well as an email from the merchant stating that the customer should receive a refund on June 12, 2025. Mr. ****** dispute Case was closed in his favor on June 12, 2025, and credit for the charge was applied to the associated card. We sincerely apologize for any inconvenience Mr. **** 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
**************
******************************Initial Complaint
Date:05/29/2025
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 saw a promotion for giftcards.com on my ******** feed that promised a $10 Roblox gift card upon successful sign up within 7-10 business days, this was on May 12th, i figured why not? and i signed up, confirmed i was a new account and verified my email. when it had passed 7 days, i emailed the company via contact us and they claimed my gift card was coming, it is now May 29th and no sign of the gift card, i have checked all of my spam folders, my promotions folders, and NOTHING. they keep closing my request for support without resolution and i feel like this was a bait and switch for getting people to sign up and not actually delivering what you promised.Business Response
Date: 06/24/2025
June 24, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ****** *****
Dear Aspen,
On May 29, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ***** regarding a $10 Roblox promotional gift card offered from the ************ account registration that was not received.
Promotional offers such as the one advised by **. Booth have a limited inventory with which to work; once all available vouchers have been claimed, no further ones may be provided. We recognize this may cause frustration and have taken the liberty of sending Mx.Booth a $20 virtual **** gift card within Case CS16324523 to ************************ on June 21, 2025, as a one-time courtesy as our way of apologizing for this unfortunate situation. We ask Mx. Booth check their email inbox, spam, junk mail, bulk mail, or promotional folder for an email from ******************************** which will contain the retrieval link for their gift card. We sincerely apologize for any inconvenience Mx Booth 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
**************
******************************Initial Complaint
Date:05/28/2025
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 6 gift cards on 5/31/2024 for a total of $638.45. Recipients were unable to use them, and after much back and forth with giftcards.com over whether the cards were activated and had money attached, they agreed to send out new physical cards in November 2024, which I never received. Again, after arguing with customer service for over six weeks, on 1/21/2025 I received an automated email indicating that a refund would be issued to my account. This has not happened, and all they tell me is that their "records" indicate the refund went through 1/21, even though I have provided bank statements proving it has not and they have not provided any sort of official document. I tried to take this up with my bank, but because it is beyond 60 days there is nothing further they can do. Giftcards.com purposefully strung me along until I was out of all other options.Business Response
Date: 06/09/2025
June 9, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, **** ******
Dear Aspen,
On May 28, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ****** regarding a refund for an order placed online that was never received.
On July 31, 2024, Case CS13601932 was opened via our online Giftcards.com Contact Form to advise that two gift cards purchased through the site were not working. On August 1, 2024,we requested the last four (4) digits of the cards that were non-working, and Ms. ****** advisedthat she did not have the cards with her and that all 6 cards from her order were not working. We advised Ms. ****** on August 3, 2024, that the cards had been activated and were ready to be redeemed, and Case CS13601932 was closed on August 6, 2024.
On September 16, 2024, Case CS14000342 was opened by Ms. ****** to advise the the recipients of the cards were still encountering roadblocks with redeeming them. We responded on September 28, 2024, reiterating that the cards were active and ready to be redeemed as well as to advise that the cards cannot be redeemed outside of the **, nor can they be redeemed for bill payment, purchasing another gift card,betting/gambling, purchasing money orders, or recurring services. We offered a callback to Ms. ****** on October 1, 2024, and left a voicemail on October ******, as well as a followup email to verify a good time to contact her. We re-attempted to call Ms. ****** on October 6, 2024, and October 7, 2024, with Case CS14000342 being closed on October 10, 2204 due to no response.
Case CS14313755 was opened on October 21, 2024, via an email from Ms. ****** to state that the recipients of the cards were still encountering roadblocks with redeeming them and requesting that the order be canceled and refunded. On November 13, 2024, we advised ********* that the order associated with the gift cards, ********, would be partially refunded due to one card having been redeemed in full already. On November 14, 2024, we advised that refunding the order would not be possible due to the order being over ninety (90) days old, and offered to replace the cards instead. We offered this option again on November 145, 2024, November ******* and November 17, 2024, with Case CS14313755 being closed November *******, due to no response from Ms. ******* This Case was reopened on November 18, 2024, due to a response from Ms. ****** confirming that the 5 cards associated with this order would be reissued. On November 21, 2024, we sent an email to Ms. ****** to advise that the cards would be reissued and sent to the address associated with the order within fifteen (15) business days. Case CS14313755 was re-closed on December 4, 2024.
Case CS14747793 was opened on December 4, 2024, via email from Ms. ****** to ask if the replacement cards had been shipped. A response was sent on December 5, 2024, stating that the cards had been replaced on November 21, 2024, and to allow up to fifteen (15)business days for the cards to arrive from that date. Ms. ****** advised that she had received one of the cards that had her name on it, and on December *******, we advised that all cards had been sent in her name. Upon further research, we advised Ms. ****** that all replacement cards had been sent in her name and offered to send virtual replacement cards to the intended recipients on December 13, 2024, December 14, 2024, and December 16, 2024, with Case CS14747793 being closed on December 20, 2024, due to no response from **********
Case CS15009605 was opened on December 26, 2024, requesting either a refund or for physical cards to be sent.On January 22, 2025, We let Ms. ****** know that the order had been refunded and to allow up to five (5) business days for the funds to be redeposited into the account used to place the original order. Case CS15009605 was closed on January 25, 2025.
Case CS16382380 was opened on May 21, 2025, to inquire about the status of her refund. On May 23, 2025, we advised that the refund for $524.75 was successfully processed on January ******* and to reach out to her financial institution should the funds not have appeared back to her account within five (5) business days of that date. Case CS16382380 was closed on May 29, 2025. If Ms. ****** has not already done so,we recommend that she reach out to the financial institution associated with the method of payment used to place the order for further research regarding the refund that was processed. 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
**************
******************************Customer Answer
Date: 06/17/2025
Thank you, I really appreciate it. I told giftcards.com customer service **** that I did not want to communicate over the phone, as I purchased the cards for a work function and needed to have written record of all communications. I still want the money refunded to my card, as it is work funds and I need to account for where it has gone, and giftcards.com has made that impossible. I have provided them legal documentation (bank statements for the entire time period since before they claim the funds were returned to present) proving that the money has not come through, and all they tell me is their records indicate it went through and that the matter is closed. I want some sort of legal documentation showing where the money went. At one point in submitting my complaint, they required me to submit a picture of my face, the card I was writing about, and my ID, and yet they cant give me proof that they processed the refund.
Thank you
***** ******
Administrative Assistant
Environmental Services | City of ******
Business Response
Date: 06/23/2025
June 23, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, **** ******
Dear Aspen,
On June 18, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from **** ****** regarding a refund for an order placed online that was never received.
As mentioned in previous correspondence, the order was refunded on January 22, 2025; we have attached a screenshot of the refunded order. The $113.70 denotes the card that had been redeemed prior to the refund request. If Ms. ****** has not already done so, we recommend that she reach out to the financial institution associated with the method of payment used to place the order for further research regarding the refund that was processed. 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
**************
******************************Customer Answer
Date: 06/25/2025
Complaint: 23388208
I am rejecting this response because: There is no screenshot attached? All I see is the word version of the rebuttal letter.
Sincerely,
**** ******Business Response
Date: 06/26/2025
June 23, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, **** ******
Dear Aspen,
On June 18, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from **** ****** regarding a refund for an order placed online that was never received.
As mentioned in previous correspondence, the order was refunded on January 22, 2025; we have attached a screenshot of the refunded order. The $113.70 denotes the card that had been redeemed prior to the refund request. If Ms. ****** has not already done so, we recommend that she reach out to the financial institution associated with the method of payment used to place the order for further research regarding the refund that was processed. 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
**************
******************************
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