Flex-e-Card Reviews 56

I contacted customer services as I had a gift card remaining balance of £17.02 that I hadn't used due to being in the clinically extremely vulnerable group and shielding. I went to the mall at cribbs causeway for the first time last week and asked at the help desk, they suggested emailing customer services. I requested a short extension so that I could have the opportunity to use the balance. I received a response that I could pay £9.95 ( way more than 50% of the remaining balance) for a 3 month extension. I am appalled that no flexibility or extension was offered and will never buy gift cards from cribbs causeway again. Terrible customer service.

Since shops have started to open back up, I did a quick inventory of all my giftcards and panicked when I realised my two unused The Mall at Cribbs Causeway giftcards had passed their expiry dates. When I called the Mall, I was told to contact flex-e card directly. I sent a polite email explaining that my giftcards had been unused due to Lockdown, I sent the QR code on the back along with the 16 digit number to the email provided. Within 2 days I had an email back saying that they had extended my giftcards until July with no fee.
If I had gone by only the reviews I had read on here, I would have been discouraged. Luckily I sent my email before reading the reviews :) Thanks, flex-e card!

Not been able to use rest of gift card due to Covid. Contact by email is impossible, just throws up an error every time. I am not calling them or texting as they charge you to make the call. Worst company - DO NOT USE - give Cash

I have emailed this company 3 times as have expired gift cards and due to covid unable to use, web site says can extend for 90 days although with lock down this will not work, no way to extend on web site called several times and regardless of the options you pick never get an answer or just hangs up. Disgrace.... the vouchers are part of the lakeside shopping centre in essex. Never buy vouchers just sent cash for the person. Shocking and would NEVER USE.....

Disgusting company with awful customer service

Due to the covid 19 pandemic I was unable to use my £500 gift voucher

The response I received was as follows “your gift card is outside of the 14 day refund period and we are unable to refund your money”

Several emails later and all have been ignored, please never ever use this company they have stolen so many peoples cash and never offer any explanation or help as to why they won’t refund your money

Was a bit worried reading the review (silly me) after purchasing the gift card as I didn’t receive a confirmation of the order on my email and thought I bought it from Westfield directly.
Tried contacting them however no response, then a day later received a message on my phone saying it has been dispatched and will arrive the next day, just in time for my little brothers birthday. He used it yesterday and it was a smooth process with the activation code sent via message they sent me.

Thank you!

Unacceptably Bad Service
My nephew in Australia sent me a flex-e-Gift Card to be used in the Bentalls Centre.The card has an expiry date of 24th December 2020. The last time I used the Gift card was in March and there was no problem with my purcahse. On Tuesday 8th December I went to Bentalls Store and made some purchases, but on presenting the Gift Card, the payment was declined. The Bentalls staff sent me to their Management Centre where I spoke to a couple of ladies who said they were unable to help and that I should contact the Flex-e-Card Centre. I tried to contact Flex-e-Card by phone, but impossible to get to speak to anyone, so in desperation I sent a message via their chat line and did get a response via email to ask for details on the card, which I sent them but had to send several more emails to ask for an anwer from them. Eventually today I received an email to say Mastercard had blocked the card and it could not be unblocked, but they would arrange a refund of the balance not to me but to my nephew in Australia. I have sent another email to them to say I wasn't satified with their explanation about the card being blocked.How can the card have been blocked even before the expiry date. I will be contacting my Nephew in Australia who is a Solicitor to tell him about my experience and to advise him never ever to use this Company again. This Company should be reported to the Standard Tradings Board for their appalling Customer service .

VERY BAD company. Dissapeared 45£ from my gift card 13 days before to expire. I wrote some messages and mails to customer service and no answer.

Made a journey to Canary Wharf specifically to use a gift card received and was told they weren't working and hadn't been for any customers for the entire weekend - how does it take so long to fix a problem like this? I had to call a chargeable number to find out what was happening - shockingly poor all round.

I would NEVER recommend buying a flex-e-card, gift card.

I was unable to use mine during the 3 month Covid 19 lockdown and when I checked my balance, they had expired. I emailed flex-e-card 3 times, asking if they were being sympathetic of the situation and extending them by the 3 months that I wasn't able to use them but I didn't even receive a reply! (Most other businesses were helping their customers by extending their return policies etc.)
This is one company to avoid. I like many others on here have lost money.
I believe EML Payments Europe Limited are the parent company of Flex-e-Card. They must raking in money due to lockdown and need investigating.
I would NEVER recommend.

Shocking company. DO NOT USE!
Located gift cards in my childrens rooms purchased as Christmas present from their grandparents that had not been used and unfortunately expired. Refused to reactivate the cards and have just kept the money!
I have no idea as to why Festival Place Basingstoke are using this company for their gift card solutions.

Absolutely disgraceful company. My gift card expired due to no fault of my own. Westfield was closed due to coronavirus when we were locked down. These crooks charged me £9.95 to extend my gift card even though Westfield was closed. Making money out of the pandemic. How can they get away with it? I'm writing a formal complaint letter to Westfield or rather URW, the company that owns it. Martin Lewis or Watchdog need to investigate this company. Just look at all the reviews.

Hi everybody,
They are really bad, could I loose my money if they don't respond on time?

Worst company on the face of planet! I don't need to write an essay describing how con this company is! as all the previous reviews have said it in detail which is 1000% correct. They do not respond to emails and their telephone service sucks! Westfield london should review and choose another company to provide services else they will loose customers!

This type of company/conduct should be illegal - they’re white collar thieves

So, the government enforces a shutdown, shopping centres are closed for 3 months but apparently I’m still at fault for not using my gift card by 8th July and I am charged so that I can use it for another 3 months. Any company with a shred of decency and integrity would do this free of charge.

The FCA and government should make this kind of “theft” illegal because that is exactly what it is. Here - buy a gift voucher which you can use for 12 months in our stores but hey, if our stores are closed for 3 months (or 12 for that matter), that’s just too bad. But look on the bright side, you can pay us some more and we’ll let you use it for longer.

Partners like Westfield should be ashamed of themselves. Absolutely disgusting.

We have a €500 card that is all but useless. Centreparcs state we must use it online to book and flex-e-card state it has to be used over the phone.

All but useless.

I was sent a flex e card for my birthday for centre parcs . I cannot redeem as the park is shut due to coronovirus but there is no flexibility at all with this company. There answer is tough we will just keep the money. All I asked for was a transfer to another card with reasonable handling charge. They will not help at all avoid this company at all costs they are just out to take your money.

This company is the worst! My card was ordered click and collect but they keep the money for days or weeks before issuing it! If I could give no stars I would. Agents and managers seemed so not bothered then hung up on me! Avoid like the plague people! If you use these cow boys expect nothing! Because that's what you get!

I ordered a gift card as a birthday present, when it didn't arrive by the end of the week I called and was told there were "problems getting them despatched" but given no explanation and told I would receive it by Monday morning. I paid £2.99 for Royal Mail First Class delivery which they have refunded and I received an e-mail several days ago stating my card had been despatched and Monday has been and gone, it still hasn't arrived. I am totally embarrassed that I have missed the birthday and still don't know when I will receive the card. Absolutely appalling service!

Less than one star. An appalling service. Avoid - no DO NOT purchase vouchers from this company for your loved ones. They exercised no flexibility surrounding the 'so-called' expiry date, and have instead have pocketed the money. It needs to be pointed out to the company that once a voucher has been purchased they already have their sale and therefore the purchasers' money. It should therefore, not be problematic when personal circumstances, such as an illness, prevents the voucher holder from redeeming the voucher. Disgusted.