Linens n Things Complaint - Missing $100 rebate
Mr. DiNicola and company,
I am writing to demand the rebate that your company owes me since my large window treatment purchase in April and to express outrage at the lack of service or even interest from your company in rectifying this situation.
Per the details below, I purchased more than $200 worth of window treatments (including seven cordless blinds and two curtain rods) in April because of the promise of a $100 gift card rebate from Linens n Things. This was the main reason I chose to purchase items at your store instead of at your competitors' stores. I sent the rebate in May (postmarked by the June 1) date, and waited patiently. By the terms on your rebate form (6-8 weeks processing time), I was to receive my gift card by the end of July.
Since August, I have been regularly contacting your company and the rebate center by phone, email and online form, each time receiving inaccurate, incomplete and/or conflicting information and empty promises. As of today, Oct. 19, I still am without a rebate. What's more, I still have not heard from anyone at your company since I sent the email below on Oct. 1 (I did receive one very short form letter response from email@example.com that promised a full response "soon." I still have not received that full response.). Obviously, I am not pleased and feel quite betrayed as a consumer.
Here is what I would like from you, Mr. DiNicola:
1) Read the series of events below.
2) Read the Oct. 1 email below. (not included on My3Cents.com)
3) Personally email a proper response to me, detailing:
why this situation is happening
why your customers have not received information about a delay in receiving their rebates
why customer service has not been able to help me
why the rebate center has not been able to help me
why you have not responded to my emails thus far
what you will personally do to ensure your customers do not have to go through this ever again
why you are sorry this happened
4) Personally send me the $100 gift card rebate within 10 days.
5) Demand that your rebate center immediately process all gift card rebates from this spring's window treatment promotion
Mr. DiNicola, this truly has been a disgraceful situation. From the little I can gather from the rebate center, Linens n Things switched rebate centers this summer, which may have accounted for the delay. If this is the case, I do not understand why your customers were not alerted that their rebates would take additional months to arrive. Thousands of customers paid you a courtesy by shopping for big-ticket items at your stores in response to this rebate offer; you should pay them the same courtesy by fulfilling a rebate within the time promised on your own rebate form.
As you'll notice above, I have copied the Better Business Bureau, the FTC, Consumerist.com and investigative reporters for my area news outlets. I also am looking to update the reports I have already filed with the FTC and BBB.
In addition, I am sending this letter to many friends and family members to encourage them to shop for home decor and organizational items elsewhere at least until after this rebate debacle is resolved. There is a very strong chance that they -- and I -- will not return as customers at all, but there still is hope. As president, you can make this right. You can treat your customers with the respect and appreciation they deserve for the hard-earned money they have spent in your stores. I will not go away until this is resolved to my satisfaction.
I look forward to your response -- and my gift card -- within 10 days.
Series of Events:
April 28 - purchased $228.48 worth of window treatments from Brentwood, Mo., location
May 30 - mailed rebate form, UPCs, order confirmation and receipt to rebate center in Douglas, AZ, listed on rebate form
June 1 - rebate postmark deadline
July 31 - rebate should have arrived by this point
Aug. 1 - called rebate center. Was told that the system was down and to wait 10-15 more days
Aug. 1 - checked status on rebate center site linked from lnt.com. Said rebate was under review.
Aug. 9 - emailed LnT customer service for assistance
Aug. 10 - response from Lnt customer service said Lnt does not have access to rebate information and cannot help. Suggested contacting rebate center.
Aug. 11 - called rebate center. Was told email confirmations of rebate form receipt (as listed on form) aren't always sent. Rebate center in "transition" and can't provide information.
Aug. 11 - completed online form on rebate center site requesting help and information.
Aug. 11 - emailed LnT customer service explaining that the rebate center was useless and unresponsive. Requested contact from LnT customer service supervisor.
Aug. 12 - LnT emailed, said customer service representative/supervisor would personally contact me soon
Aug. 13 - completed online form on rebate center site again requesting assistance
Aug. 13 - Jessica T. of LnT customer service emailed with direct fax number and name of "Jena" at rebate center. Suggests waiting to see if latest rebate center contact attempts work and if not, fax all info to Jena
Sept. 26 - Faxed copies of rebate form, UPCs, order confirmation and receipt and two-page letter to "Jena" at rebate center. Requested confirmation of fax receipt.
Oct. 1 - Did not receive confirmation or contact, so called rebate center. "Cassandra" said "error" was on rebate claim and rebate center had requested that I fax all materials to them (Note: rebate center did NOT request the fax). Cassandra said my rebate was now being processed by her center in White Bear Lake, MN, after the previous center in Arizona (the one on the original rebate form) went defunct. Her center was just getting around to processing the rebates. She said they "just don't do that" when asked why a notice about the switch or delay wasn't sent to customers). I asked to be transferred to a supervisor; she said none were available. I asked for a supervisor's direct number; she wouldn't provide it.
Oct. 1 - sent the email below to LnT executives, customer support, Consumerist.com, attorneys general of Missouri and New Jersey and Federal Trade Commission
Oct. 1 - received from letter from firstname.lastname@example.org promising to do "everything in our power to meet your expectations" and to "respond by telephone or email" and "resolve any and all issues quickly."
Oct. 5 - called rebate center. "Michelle" said that the previous rebate center rep "Cassandra" was mistaken, as she saw no error on my rebate claim. She said my claim looked fine and was "processing." She said all rebates would be sent "soon," but she did not know when.
Oct. 5-present - filed official complaints with FTC, BBB and attorneys general of Missouri and New Jersey. Posted the situation to many websites, including PlanetFeedback.com, RebateRipOff.com and RebateReportCard.com, among others.
Oct. 19 - Have not received any response from the Linens n Things camp. Have not received my $100 rebate gift card. Have not received any notifications or explanations from rebate center.