I've had great experiences with topcashback to date (cashback seems to track quickly, they offer better rates and conditions than some other stores etc.).
Despite a fairly poor experience on a previous attempt to purchase from giftz.com.au, I thought I'd give it another crack.
What happened previously is I contacted customer 'service' after the site refused to process any of my payment methods. They responded to tell me my transaction wasn't successful 🙄 and instructed me to check with my bank/try layer - before promptly closing the ticket. Of course, they didn't bother to read my request which spelled out clearly that I'd tried for several weeks with about 4 different payment methods, confirmed with my bank that the issue lay with with giftz and not the card/bank etc.
I made another purchase, this time for the $150 giftz branded gift card that is described on the site as follows - The Giftz eGift Card can be used to purchase any eGift Card available on Giftz.com.au, giving you access to hundreds of brands so you can choose exactly where you want to shop!"
I tried to redeem the giftz branded gift card yesterday and was frustrated to find it wouldn't work. Meanwhile, my money is tied up with this lot (and still is).
I contacted them again via email, explaining that I'd purchased the e-gift card and wanted to redeem it but it wasn't working (there's some kind of issue with the security code on the card). Their response was pretty unbelievable…
"We apologize for the inconvenience while placing the order. The order you placed was not able to be fulfilled due to a technical issue during the fulfillment process. Note that gift cards cannot be used to buy other gift cards."
Surely this is just down to yet another case of their apparently Australia based customer service lacking the most basic reading comprehension. If not, it's straight up fraud.
I asked them what the point of the giftz gift card that's advertised on their own website as being able to be used to purchase other gift cards if they have a policy against using it? They haven't replied. It looks like they've closed the ticket after their dismal attempt to answer my question (again) 🙄.
I thought the current issue was frustrating enough to deal with when I learned this afternoon that they ALSO declined my cashback on this transaction (giftz, not topcashback)! I was very careful to remain within the bounds of their terms and conditions to remain eligible for cashback but it seems they're prone to a little 'creative interpretation' of their own rules and policies.
If they want to change the rules, that's fine but they can't do it retrospectively.
I've lodged a claim with topcashback to have the denial reviewed.
I don't know how they normally handle this sort of thing but I'm sincerely hoping it leads to a review of their business relationship with giftz.com.au. Were it me, I'd want to avoid subjecting my customers to this sort of poor experience.
I'm interested to hear of other's experiences with this store (giftz), whether via cashback or directly.
@TopCashback AU Rep
Now's your time to shine