Yesterday, I got the 20% discount with the cancellation notice. Today, I got an e-mail welcoming me to REI as if I was a valued customer. Hmmm, will cancel the order but not the spam that goes with it. I had gone to the website yesterday to complain and left a request for someone to contact me. Today, I didn't get a call or e-mail (other than the spam sale one) so I call the 800# (1-800-426-4840) for the explanation. The csr was nice enough but the information was typical, ' I'm so sorry to hear your not happy with our service'. I had place my order Christmas day at 9am. The csr said their ordering system is sometimes 10 to 20 minutes behind the inventory update. This doesn't explain why two hours later I got an order confirmation. I told the csr their tactic is bait and cancel with us now on their e-mail sales list. I asked to be removed from it and will seriously doubt I would ever go back to rei.com. Sounds like all our orders got cancelled even though they said they would backorder. REI sucks.
I guess a lot of us ordered online at the same time which is why we all got cancelled. Bait and cancelled. But we all got REI 20% coupon. I can't wait to use mine...not!!! I filled a BBB complaint but found that REI is not a member. Figures. I love SD and will look for other retailers. REI sucks!!!!
Thank you for contacting REI regarding your recent online order #67920654, placed the morning of December 25, 2012.
As you know, REI clearance sales are extremely popular.
REI allows shoppers to browse and add items to the shopping cart, but the merchandise is not reserved for that customer until the final submission of the order. It is possible for multiple shoppers to place orders for the same items at the same time. I understand the frustration you are experiencing and apologize for any inconvenience this may have caused you.
Please rest assured your bankcard was not charged.
Your comments have been forwarded to the appropriate team and will be included in a report to upper management. Our members and customers are our best resource for improvement.
Looks like black sizes M-XXL are back in stock (different link?), perfect for me since I got canceled last time and got a 20% off coupon. $58.83 + tax free shipping for those that got the coupon code. Hopefully this time the order goes through!
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