GiftCards.com Failed My E-Gift Card - No Refund

Thinking it would be quick and simple, I got an e-gift card from GiftCards.com to surprise her for her birthday. My email confirmed it; the payment went through right away. But it would just show an error message when she clicked the link to redeem the gift card. Right away I called customer service, and they informed me the problem was "escalated." That more than one week ago. I have followed up several times since then, but all they do is restate the same point without really doing anything. Despite the card obviously not being used, they will neither cancel the order or reimburse my money. I discovered after looking online that others are also coping with this. absolutely annoying encounter.