Even if they do, doesn't this seem awful deceptive? How many people will pursue it for a few bucks? And in the first phone call, they were so incredibly rude about it to my wife that she was seething.
Why not just have a public policy known to their reps to say, sorry, we will honor any rebates that come in with gift cards because we made a mistake?
Or at the very least, an apology, saying yes, we made an error, we are sorry, but the rebate cannot be honored.
Why insinuate my wife was lying and that the document never existed? It is tough to get her mad, but this experience did.
With all customer service inquiries, you never know when you're going to get a good or bad representative.
I don't know how your wife approached the conversation, but she should have said:
1. I purchased the deal thinking there was going to be a rebate on it to make it free. It was advertised this way on several deal sites (Dealnews, FW, etc.)
2. When I went to register for the rebate, it wasn't allowing me to. The rebate center said the offer has been pulled.
Then I would have said, what can you do to make this right?
At that point, the rep would either be a hard ass and offer nothing or say "I can offer you a gift card or credit to your CC for the amount you paid." If they were a hard ass, I'd just hang up and try again another day (or just use the online chat function).
There are no "public policies", it's just something customer service representatives have the ability to do as a "customer courtesy."
The only reason they are allowed to do it without supervisor intervention is because the amount is small. If it was for a large rebate, you know someone would have to sign off.
An e-mail to the newegg rebate center did not have positive results. They told me:
I am glad to help you with your concern. As for the rebate, we have checked it with our related department that it is not supposed to be posted and we have pulled it. Instead of the rebate, we provide customer with a $7 promo code as remedy. I checked your account and also show that you have applied the promo code. Thank you for your patience and understanding.
Basically they told me the $7 promo code (that I used when I placed the order) was the only discount I was going to receive. That hasn't been sitting too well with me, even though the amount of money is minimal. I just got through chatting with a newegg rep and they're refunding me $4.99.
Good luck to those that haven't gotten a refund yet.
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