Delays to Giftcloud Vouchers Cause Frustration for UK Telecoms Customers

A number of UK broadband and mobile operators, such as Vodafone, iD Mobile and more, work with a company called Giftcloud to help incentivise new customers to sign-up by offering high value gift cards. But recently we’ve seen a spike in complaints as some customers have struggled to get their promised gift cards, while attempts to reach support often go without a response.

Telecoms operators and other organisations typically hand off the process of running and fulfilling the delivery of such gift cards to Giftcloud and so, when problems arise, the operators will frequently rub their hands of responsibility by redirecting complaints back to the same company. But this only works if that company responds and, when they don’t, it can leave customers frustrated and confused.

Over the years we’ve seen plenty of complaints being raised over gift/reward cards more generally (i.e. usually related to such promotions not being honoured). But most of those have been quite sporadic and can often be linked back to other problems (e.g. people using a web browser with ad-blocking enabled during signup, which may disrupt the process) or general misunderstandings about the offer etc. A good rule is to always take screenshots and keep details of the promotions when you sign-up.

However, over the past few weeks we’ve noted a seeming rise in complaints about missing Giftcloud gift cards, which seem to be primarily coming from new customers of iD Mobile and Vodafone (broadband). You can easily see what we’re talking about by taking a quick trip over to look at the latest posts on X (Twitter) or Trustpilot. We’ve pasted a few example complaints below, including some that were sent to ISPreview.

Sample Complaint 1 (Nathen):

“Giftcloud, acting as an intermediary between e.g. MoneySavingExpert and iD Mobile and others, to offer gift card incentives for completing a purchase, appear to have a high rate of not issuing promised gift cards and not responding to support requests recently.

I’ll keep it brief, but speaking from my own experience, I got a reply from them while I was still in the 120 day waiting period when they reassured me I was eligible but asked me to contact them again afterwards; I did, and have had no reply from them in months. I’ve even tried different email addresses to rule out problems.”

Sample Complaint 2 (Alex):

“@Giftcloud 2 rewards by @iD_Mobile_UK UNPAID by Giftcloud. I opened 8 tickets for assistance and I haven’t been answered once. Giftcloud, what’s your problem?”

Sample Complaint 3 (John):

“I purchased Vodafone Broadband in December 2025 and through this company was due to receive a £155 gift card after 120 days.

I contacted them on the 30th March and sent an email with a message being received advising that they had a two day reply estimate but in busier periods this could take longer.

I left it a couple of weeks to see if anything was communicated and sadly it wasn’t and so sent another email, with nothing received in reply and tried contacting them through the website again also, and sadly still nothing received back other than another message saying that an average reply takes two days etc.”

Sample Complaint 4 (William):

“Along with many others I signed up for Vodaphone Broadband in November 2025 via moneysavingexpert and was due to receive a voucher within 120 days. It is now well past this date and my email follow ups have been ignored. Ticket number 644312. You shouldn’t have to resort to shaming on a review site to get something you were promised from the outset. I’d suggest MSE give this company a wide berth in future.”

The good news is that Giftcloud do now seem to be responding to some of those posting complaints via Trustpilot, which typically sees them promising to finally send the gift cards out within the next 24 hours. But it shouldn’t take posting such details on a review site for the gift card to actually be released and it remains unclear why the company has struggled to respond to support contacts until now.

As one of ISPreview’s readers confirmed (credits to Nathen): “Yes it seems they have started checking their emails again all of a sudden. They did reject mine as apparently iD [Mobile] refused to authorise it (despite iD repeatedly claiming to have nothing to do with it), but after raising a complaint with iD they have said they will credit my bill instead.”

We’ve reached out to Giftcloud for a comment and await their response.