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:04/17/2024

  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.

  Hello,I purchased a ******* gift card from CardCrazy by Cards2Cash online on 03/29/2023. The order number is ****** and the card SKU number is VA2-134090. The card was supposed to have $480.24 balance. I made so many purchases from this store over the years and rarely had an issue and the reason I have not used this card right away is that I purchased several ******* gift cards from them with high value, so it took me some time to spend them. I only made few transactions using this card on the following dates:02/22/2024 Purchase made : ******* store#****-$40.31 3/05/2024Purchase made : ******* store#****-$11.8903/30/2024Purchase made : ******* store#****-$9.9803/30/2024******* store#****$9.98 03/30/2024Purchase made : ******* store#****-$49.9003/30/2024******* store#****$9.98On 04/05/2024, I was shocked to see that the remainign balance of $388.12 was used at a Walamrt store in **********, VA *****, which is one of the companies locations. I have not made this transaction and someone who had access to the number used it in that store (below are the details)04/05/2024Purchase : ******* store#****-$388.12 I contacted the Cards2Cash twice by phone phone on 04/08/2024 and 04/09/2024 to try to resolve the issue, and they told me that they only guanratee their card balances for 60 days, which I was not aware of. I was hoping they can help me consideting the high value of the card and that I have collected all the evidence they need, and later I even realized that the card was used in that specific ******* location in their city and state.I sincerely hope they will refund the remianing amoutn of the car that I never used being a very loyal customer for years and considering this situation. Moving forward, I will take note of their 60-day guarantee.Thanks.*****

  Business Response

  Date: 06/25/2024

  Mr. ***** has been a customer of ours since July 2022. He reach out to a team member of ours about a ******* gift card he purchased from our site. With looking into said card, that card was purchased over a year prior on 3-29-2023. Our team member informed him of our 60 day guarantee. He did ask to speak with a manager and she informed him of the guarantee as well.Mr. ***** has known about the 60 day guarantee since he has been a customer with us since 2022. Below is our ****** guarantee.

  
  Our commitment
  We guarantee gift cards for 60 days after purchase. We provide a secure platform to buy and sell gift cards and our quality control staff screens every card listed. If, however, you discover a balance discrepancy or receive the wrong card, contact us immediately and well refund 100% of the purchase price. Your success is our success. Our customer service team is available 9:00 to 5:00 EST.
  
  What our 60-day guarantee covers:
  Balance discrepancies
  Non activated cards
  Incorrect brands of cards
  Physical gift cards not received (via ***** within 15 business days of purchase
  Digital cards not delivered within 24 hours of purchase
  60-Day guarantee does not cover:
  Buyers misunderstanding of a cards delivery method and timeframe
  Lost cards
  Buyers remorse
  Cards not received because of incorrect mailing address provided by purchaser
  Gift cards for retailers who go out of business
  Not understanding how card is to be redeemed
  Refund requests past 60 days from date of purchase
  Buyers failure to use coupon code
  Our gift card marketplace is the perfect place to buy and sell gift cards. When purchasing gift cards, check balance upon receipt and before shopping at the retailer. Also, use the entire balance within 60 days of purchase. If you have questions, please contact customer service team.

  Customer Answer

  Date: 06/25/2024

  Complaint: 21554154
  
  I am rejecting this response because:
  

  I appreciate your response regarding the ******* gift card I purchased from your site. However, I must respectfully reject your response and express my dissatisfaction with the resolution provided.
  While I understand the 60-day guarantee policy, I believe my situation warrants further consideration due to the unusual and suspicious circumstances surrounding the use of the card. The gift card was stolen and subsequently used in a different city and state, with strong suspicion that it was misappropriated by an employee at one of your specific locations. This goes beyond typical issues covered by your policy and suggests a potential breach of security within your platform or among your staff.
  As a long-term customer since 2022, I trusted your platform to provide secure and reliable transactions. This incident raises significant concerns about the safety and integrity of the gift cards sold through your site. I urge you to reconsider my case, taking into account the security implications and the potential involvement of your employee.
  I look forward to your prompt and thorough re-evaluation of this matter and a resolution that reflects the seriousness of the situation.
  Thank you for your attention to this issue.
  
  Sincerely,
  
  *****************