• Report: #1093812

Complaint Review: cardsnagger.com

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  • Submitted: Tue, October 22, 2013
  • Updated: Tue, October 22, 2013

  • Reported By: jkf — Lehi Utah
, Select State/Province USA

cardsnagger.com Poor Customer Service

*UPDATE Employee: Term and Conditions Apply

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I logged on to cardsnagger.com and indicated that I wanted to sell 3 $500 gift cards from Nordstrom.  The website indicated that it would purchase my gift cards and told me to ship them (at my cost) to an address in NY.  I shipped them and found out a few days later that they have a strict policy of purchasing no more than $500. I will admit that their "terms and conditions" does indicate that they have the right to decline to purchase the cards for any reason.  However, the website itself should have told me that they won't accept my cards. 

Why make me ship my cards to you, only to then tell me you have a company policy that prevents the transaction.  Sucky webiste.  It gets worse!  They then make me pay for the return shipping (again it is in their terms and conditions).  Their legal counsel Ron Brown says that they will buy one of the cards, but that I have to pay $5 to get my other two cards back.  They shipped all three cards back (at my expense).  I complained again that they didn't buy the one card they said they would.  Their "principle" J. Motta didn't care and defended his company policies and actions.

I don't care that it is in your terms and conditions.  If your terms and conditions directly contradict everything else on the site, there is a problem.  If the terms and conditions said that you get my first born kid, I would still be pissed.  The problem here is that your company website appears to accept my gift cards, but in reality your company policy had already determined that you wouldn't accept my cards. 

This effectively forced me to spend $6 and wait three weeks for my gift cards to make a round trip through NY--without any hope at all that you would purchase them.  Complete deception.  Check your legal counsel for "terms and conditions" that directly contradict the apparent transaction as being unconscionable.  Why would anyone in their right mind agree to terms and conditions that, when combined with your company purchase policy, result in me paying for shipping both ways with no hope of a transaction?

I told J. Motta that I would be posting negative reviews and reporting the transaction to the BBB and the Utah Consumer Protection Agency.  Just like the other ripoffreport indicates, J. Motta then threatens me with ?Slander? and promises to "use my real name."  Not bothered in the least by this, I think my acounting is very accurate.  The transaction was aweful.  He also claimed that I am just mad that I didn't get what I wanted.  No kidding.  But it is more than that, there was never any hope or chance of me getting what I wanted.  

The website tricked me into thinking I could possibly sell my gift cards--reality, their company policy of no transaction over $500 meant that I did not have any chance of a transaction, just a round trip ticket for my gift carrds.  If you want to sell gift cards, I would recommend another company.  Selling to these guys may result in nothing but a round trip ticket (at your expense) for your gift cards and a headache.  Of couse, maybe they will buy the gift card from you (I had a prior transaction that was a success)--you might think they would treat a repeat customer better, but they don't.  I will never work with them again. 

I am sure that he will respond that he has proof and blah blah blah terms and conditions, we can't take the risk, etc.  Bottom line is this...They accepted my cards online, then declined them later.  I don't care what the terms and conditions say, or what the risk is.  If they didn't want my gift cards they should not have told me to ship them to them.  And they sure as hell should not have make me pay for the return shipping.  If they don't want the cards, they could have at least had the decency to decline the cards and indicate that they are being shipped back free of charge.  Bad company bad business.  Go elsewhere.

This report was posted on Ripoff Report on 10/22/2013 01:11 PM and is a permanent record located here: http://www.ripoffreport.com/r/cardsnaggercom/Select-StateProvince/cardsnaggercom-Poor-Customer-Service-1093812. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Term and Conditions Apply

AUTHOR: Brian, VP Customer Relations - ()

This customer J. Flanagan is absolutely correct. He visited our web site On Oct 1st and entered 3 orders which exceeded the limits hence why he broke up the orders into 3 $500 orders to circumvent the limits. Before confirming the order a seller must agree to the terms and conditions. Mr. Flanagan is an attorney so we would expect he would understand what he was agreeing to. Our terms explicitly say there are limits. Mr. Flanagan despite this, mailed in his cards. Our terms as he acknowledged in this complaint says that we do reserve the right (as does any business in our industry) to refuse the purchase of a gift card. We put this in writing on our web site along with all the other terms. We do not rely on a computer driven web site to make monetary decisions for the business. Our web site, like any web site is a utility to assist in the transaction. We have trained professionals in our quality control department that review each order carefully. The reason we must be careful is to ensure that the gift cards we purchase will be just as valuable when we sell it to the buyer. We do pride ourselves on the quality we provide. We do not want buyers of the gift cards we sell to try to make a purchase with a gift card that lost its value.

As far as customer service is concerned, I must appeal to Mr. Flanagan's claim. I may agree he did not like the outcome of our decision but not once did he say we did not respond to him nor did he say he did not know the status of his order or where his cards were. Instead he is upset that we denied his order. Again, the denial comes straight from what we say in the terms of the transaction. Therefore he received quality customer service - just not the answer he wanted. If his order was in compliance with our business models, he would have been paid accordingly and this report would have never been made. Mr. Flanagan admitted to a previous transaction he completed with us went smoothly.

Mr. Flanagan also put into his complaint that he paid for round trip mail for his cards. We reimburse shipping on all orders we process. Unfortunately as previously stated, the order was not approved therefore we could not reimburse the shipping. Furthermore, we asked for shipping to be provided or pay up to $5 (depending on actual cost) for us to ship his cards back because we wanted to ensure the safe return - this is not something we make money on. This is our policy because we do not assume the risk if gift cards are lost in the mail when being returned to a seller. Ironically, Mr. Flanagan in an email was thankful for us allowing him to conveniently email us a label; somehow now it is an issue. Ultimately, we want to get cards returned to the seller as quick as possible, as securly as possible and with this, it is again in our terms that this is the sellers responsibility.

We are not a BAD company, we are a prudent company. We communicate with our sellers and buyers, just as we did with Mr. Flanagan. Unfortunately not all transactions are approved and with this, sometimes sellers can become upset. If we were to succumb to a seller who becomes upset because we have to deny a purchase, we would be out of business due to making risky transactions. I am glad Mr. Flanagan took the time to share his concerns publicly. I believe it shows that we are a sound business that operates under guidelines that both buyers and sellers can feel comfortable doing business with. Ultimately we do wish he would have understood our position better and truly agreed to the terms and conditions.


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