Ima N.

OMG, who knew customer service could be this bad? I seldom write online reviews, but this company's conduct and practices are so bad that I felt an obligation to warn others. Over the last several months I have attempted 3 transactions to purchase gift cards from Gift Card Mall through Kroger.com website. All 3 were disasters, but the latest tops anything I've ever seen.
First transaction, purchased Lord & Taylor gift card to use online for Christmas shopping. Minor detail... L & T website doesn't accept the Lord & Taylor gift cards issued by Gift Card Mall. How does that even happen that GCM issues worthless gift cards for a company?
Second transaction, purchased a gift card from GCM for well-known dept. store using my debit card. Still not received after several days so called GCM. ONLY THEN was I told that they had cancelled the transaction days earlier because the billing address on debit card (as on all my bank stmts etc.) was a PO Box and they don't accept PO Boxes as billing address. Not disclosed anywhere about "NO PO Box" and didn't bother to even notify me of the status of the transaction.
Yesterday, purchased Petco card online. It's more than 24 hours later... and SIX phone calls... and no ecard received. First 4 calls, was told that it can take "4-24 hours" to process transactions. Fifth call (24+ hours after purchase) was told it can take "24 BUSINESS hours" or 3 days to process. Also told that I would get a call back by a specific time. One hour AFTER that specific time, I called back for a SIXTH time. Person on the phone (called herself "first level" rep) couldn't do anything, person who was supposed to call me back was "on another call" so I asked to be transferred to a second level person. On hold forever and then... get this... was told that "the person who handles this isn't in yet"! So there's ONE person in the whole company who can figure out what's going on with my transaction. Later found out that one person is in another country! So there's one person in the whole world? Asked for someone else at second level and was told that no one else could investigate my inquiry - only that ONE PERSON in another country. When I asked again (and again) to be transferred to a higher level, the rep said we'd reached an "impasse" and disconnected the call.

Good grief, talk about useless representatives and horrible customer service! Unbelievable that Kroger continues to be affiliated with Gift Card Mall... and that reputable retail companies allow Gift Card Mall to represent them and sell their company gift cards. Avoid doing business with Gift Card Mall!