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My friend gave me a Vanilla visa gift card. Some of the card numbers were missing. I contacted their customer service on 11/12/23 and they opened a report# [protected]. I sent in a copy of the purchase receipt from Dollar Tree store, the front and back copy of the damaged card. (I have to re-send the documents many times). Finally they acknowledged receipt of the required documents on December 8, 2023. I got an email telling I will be notified when I will get my replacement gift card. I never hear from Vanilla again. I called their customer service many times to check on the status of the replacement card. This morning I talked to a person and was told to go back to the store as a refund was sent to Dollar Tree. I contacted the store and the manager, she told me to call Vanilla visa gift card back because there was no refund. She also said whoever buys the card does it at her own risk. After talking to customer service finally a supervisor got on the phone. Like all the others I talked to before they said they can't do anything.
Finally a supervisor said a manager will contact me. No one I talked to at Vanilla visa will tell me the mailing/email address I can write to. #[protected] never get me anywhere!
I have no confidence I ever will hear from anyone ! Staff poorly trained and not professional.
Claimed loss: Gift card value $100.
Desired outcome: I asked for a replacement card when the report was filed. I would not mind to have a refund now.
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Buy or accept Vanilla visa gift card : - NEVER AGAIN! I lost a dear friend who gave me one
This is a quote from the Dollar Tree store manager when I tried to return the gift card with proof of receipt of purchase. She said "NO return or refund. Buy the gift card at YOUR OWN RISK"
Labor intensive -
Try to ask for a replacement for a damaged gift card with some card numbers scratched off:
3 Trips to the store
7 Emails to submit photos of proof of purchase, front and back of damaged card. Even after I got an email each time acknowledged receipt of photos. I called and was told I need to send them again.
8 phone calls to the number on the Vanilla visa gift card - waiting time for a real person is more than half hour and then got put on hold many times for questions I asked.
After 2 1/2 months still NOT RESOLVED
Just a thought: maybe the process was designed to make it difficult, time consuming and protracted. When customers simply give up then company profit ! :(
