Kare Kard issue: No response at all....

Lwithgusto on 11/02/2013 - 09:30

We are getting a bit worried as we placed our second KareKard order for gift cards back on Jan 8. We waited patiently for more than the designated 15 working days. 9 days ago I emailed for an update with no response. Then another email - no response. So I called and their message says they are updating their phone service, leave a message and someone will get back within 24 hours. No return call twice….
The first order we placed was late and they ignored an email then too. But nothing like this….
Anyone else getting nervous???
Cheers

Financial

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Comments

  • Cupa Bundy Drinker on 15/02/2013 - 10:07

    I placed my order oh 30 Nov 2012. Still no answer :(
    Have you managed to contact them?

  • Geewhizz on 16/02/2013 - 06:46

    I'd be doing a credit card charge-back real fast, by the sounds of it

  • kabigon on 18/02/2013 - 13:07

    I waited 6.5 weeks last time (with identical lack of communication), so maybe you'll get them soon..

  • withgusto on 18/02/2013 - 20:21

    Thanks for comments, finally got an email from them last Thursday saying the cards would be sent this week. Will cross fingers and hope for the best…
    We paid via Paypal thinking we were covered but they don't cover gift cards so, again, hoping for the best.
    30 November is incredible, Cupa, ouch…
    Here's hoping!

  • withgusto on 26/02/2013 - 07:46

    Update: package arrived yesterday but it only had Woolworths component. Handwritten note to say Coles cards would be posted out soon…
    At least we have something in the hand?

  • Noah Williams on 21/06/2013 - 17:45
    +1

    I won't be using them again. This is a detailed account of my experience with them over the last 6 weeks.

    Day 1 – Ordered and paid for a $500 gift card for one of the major grocery chains. Paid the extra for signature on delivery as the terms of use on the website state “Kare Kard can not take responsibility for any Gift Card, Vouchers or Tickets that are misplaced, lost or stolen when being sent through Australia Post”. Confirmation of purchase was immediately received via email.

    Day 16 – I hadn’t received the item or any further information so I submitted an enquiry form on their website. The only phone number for them goes to a message that says they don’t monitor it and you should use the form on the website.

    Day 19 AM – I hadn’t received a reply to my enquiry form lodgment so I emailed them directly.

    Day 19 PM – Reply received to say they didn’t get the enquiry form (even though I got to the confirmation screen that said they would get back to me within 48 hours). The email response said the item was due to be dispatched tomorrow and that I would be sent the postage tracking number also tomorrow.

    Day 27 – Still hadn’t received item or any communication from Kare Kard so I emailed them again.

    Day 31 - I hadn’t received any personal response but they sent out an automatic email to say my order had been completed. I replied to ask for the tracking number.

    Day 33 – Received a ‘sorry we missed you’ card in my letterbox from the courier even though I was home at the time. I had to collect the item from the post office.

    I never received the tracking number from Kare Kard and the last communication I had from them was two weeks ago.

  • kabigon on 04/07/2013 - 14:28

    Despite saying I wouldn't again, I ordered some more when the deal was repeated in late April and I'm still waiting for them 9 weeks later even though the promo says

    Please allow up to 21 business days to be delivered as stock is ordered on demand from suppliers.

    Hopeless.

  • AssociatedKareKard @ Kare Kard on 11/07/2013 - 14:17

    Hi Everyone,
    Thanks for the feedback. We have had some issues with some suppliers when we run particular promos and it does extend the time out for some offers.
    All of our gift cards are security tracked prior to dispatch so we can ensure that if they do go missing in transit ( which can happen ) that we can recover them for our members. This can also delay time frames.
    We have since changed our internal systems to ensure that our turn around times are back to normal and trust that any problems that may have been faced in the past are now rectified.

    For anyone that has any questions regarding orders or membership, the best way to contact us is by sending an email via our contact us form on the website and if there is a delay with delivery or dispatch we will keep you updated.

    The very last thing we want is to have unhappy members and we are more than happy to refund any purchases or memberships that you are not happy with in line with our Terms and Conditions.

    Please feel free to let us know.
    Many thanks
    Kare Kard

  • Melmelb on 22/04/2014 - 14:17

    Find it interesting to see that kare kard has responded and stated that they have changed their internal systems.

    This is what happened to me.

    14 dec 13
    Ordered $2000 worth of gift cards

    6 February 14
    First follow up email

    17 February
    Sophie from customer care responds and follows up with suppliers

    20 February
    Receive an email to renew membership. Have a bit of a laugh.

    28 February
    Write to customer care as haven't heard anything. Let them know I'm getting nervous

    5 march
    Write again as still no response. Ask someone to respond

    13 march
    Again ask someone to respond and reiterate how nervous i am with the situation. Relay that Sophie said she was following up with suppliers nearly a month ago and no response

    14 march
    Finally Sophie responds and says sorry for delay and that this will be addressed with the customer care team as a priority. She claims order has been shipped and is awaiting status update from courier. Also says if they have arrived today to let her know

    20 march
    Send a follow up as still haven't arrived

    25 march
    Send another follow up as have still not arrived and ask for tracking number as never got one

    27 march
    Sophie responds and says cards are in transit and gives me a tracking number. Claims they are monitoring the order via their Aus post representative. They should be here within 48 hours

    3 April
    Send another follow up. Still not here

    4 April
    Send another follow up asking someone to respond. I've logged onto Australia post with the tracking number and the item has yet to be lodged

    8 April
    Get advised gift cards are at Australia post shop ready for me to collect

    9 April
    Thank Sophie for the update and ask her a few questions about my order. Basically why did it take so long and why were my emails unanswered. She said she forwarded to her boss but have heard nothing

    22 April
    Still awaiting response to my queries

    Took almost 17 weeks to arrive.
    I actually thought they may have been going into administration or something and my money was lost. The fact they have no number to call is very frustrating. As you can see, they do not respond to emails.

  • AssociatedKareKard @ Kare Kard on 22/04/2014 - 23:24

    Hello Melmelb,
    Thank you for your feedback on your experience with Kare Kard.
    As mentioned, we did have some slight issues with third party suppliers especially over the Christmas / New Year period, in particular with delivery / postage at this very busy time.
    We do post / deliver a very large number of items and sometimes we do incur some problems which we address and prioritise as urgent.
    Please rest assured that it is always our intention to ensure that our members are satisfied.
    We always guarantee deivery when sent by registered post or a full refund as part of our customer service policy.
    Please feel free to contact us at any time if you have any further questions and I will be following up with the customer service rep in relation to your other queries.
    Thank you
    Kare Kard

    • airpoe on 14/05/2014 - 10:47

      I brought some gift cards on the 19 April

      sent follow up email 13 May

      I'll see how long it takes

  • airpoe on 13/06/2014 - 12:06

    no email reply ..

    on facebook there was reply but just saying will be sent in the next week, hence still nothing ..

  • j2009 on 25/11/2014 - 22:08

    I would like to warn ozbargainers on buying from Kare Card. It's been almost 2 months and I am yet to receive 1700 worth of gift cards. Their customer service is hopeless. It takes a long time for them to reply or even no reply at all. The discounts are not worth it at the end considering the time and stress.

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