REI

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[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

In reading through A[redacted] circumstances regarding the [redacted] camera at an REI Garage Sale event I will note...

there is a company no-return policy for anything sold at this event. Given the nature of the lack of clarity on the purchased item as to the extent of the defects we will be amenable to have the customer return this item to the East Hanover REI store. Feel free to call the store to facilitate the details of how the return might work, I understand Mr. [redacted] is not local to this area.

Please see attached

When Mr. [redacted] came into our store, we worked with him to schedule his bicycle for a tune up.  In addition to the agreed upon $65 tune up, he requested that we install new tubes and a chain, which was written on the service order.  Our service writer noted for our technician to install...

these additional parts, but we failed to include the prices of the tubes, chain, and tube installation.    We have taken the time to reach out and talk with Mr. [redacted] to better understand his frustrations and concerns with our business practices.  We have heard is complaint and have already put improved processes in place to ensure clarity and transparency with regards to estimated work as well as listing specific prices at the time of writing the service order.    Mr. [redacted] has taken possession of his bicycle and we adjusted the pricing, not charging him for additional installation labor, and only charging him for the cost of the parts he requested to have installed (tubes and chain) and the tune up, which were agreed upon at the time of writing the service order.  It is our understanding that we have heard and responded to Mr. [redacted] complaint in a manner that is amicable to him.    We are disappointed that he has had such a poor experience with our store and have shared this with him. Tell us why here...

Complaint: [redacted]I am rejecting this response. While it is true I inadvertently disconnected with[redacted] before the modification request was complete, [redacted] response is simply not true, which he would understand if he had a modicum of attention to detail. ...

I received confirmation of order [redacted] at 6.36pm. I immediately noticed I ordered one wrong item and initiated the chat with [redacted] F. I inadvertently disconnected the chat while navigating through windows. I had no reason to think that my modification request would be executed based on the premature disconnect and, at the time, no confirmation that [redacted] F. would complete the modification request. I then checked my e-mail account and I received the e-mail at 6.42pm that the ENTIRE ORDER WAS CANCELLED. [redacted] F.'s acknowledgment that [redacted] was not received until 6.47pm. That's a 5-minute gap (not "immediately", as [redacted] F. suggests).
When I saw the 6.42pm e-mail that the ENTIRE ORDER WAS CANCELLED ([redacted]), it was at that time I returned to rei.com to initiate a new order - [redacted] - believing the entire order [redacted] had been cancelled per [redacted] F's e-mail at 6.42pm.
To sum it up since [redacted] F. isn't able to connect the dots, IT WAS THE 5 MINUTES between [redacted] F.'s e-mail that the ENTIRE ORDER WAS CANCELLED (6.42pm) and her e-mail that the original order was, in fact, modified (6.47pm).
It was DURING THE 5 MINUTE period that I initiated the new order [redacted]. Any rationale person would have been lead to believe that the ENTIRE ORDER WAS CANCELLED based on the 6.42pm e-mail. I wasn't sitting there monitoring my e-mail second-by-second waiting for a follow-up email from [redacted] F. after she sent the cancellation e-mail at 6.42pm - who would even do that or think anything other than that the entire order was cancelled?
In general, however, I am pretty disgusted at REI's on-line customer service. These remarks and handling of the situation are a 180 from in-store REI employees (except for [redacted] F. - she tried) and I intend to let those with decision-making authority within the organization know that REI is making bad hires. I have been a customer since the 1990s and never had this kind of issue with REI.
Cancel my order, refund my money (including shipping), send a pre-paid shipping envelope so I don't have to waste any more time on this matter. HORRIBLE CUSTOMER SERVICE from [redacted] and [redacted] F.!
[redacted]

Review: I bought a [redacted]+ last June 15, 2014 at REI during their yard sale event. As a father's day gift for myself, I was so excited buying one at a very cheap price. Browsing through tons of [redacted] displays, I meticulously read all the packages that was attached to each items. The labels indicated faults, defects and missing parts of the sealed items. So I picked the one without comment/remarks on a sealed plastic bag, thinking the item inside is in good working condition. Especially we couldnt test the item right there.I went home to New York and tested it right away just to found out that the item wont power on. So I tried researching by asking friends, [redacted] support email, blogs and online complaints but of no avail. The unit is still dead.So I requested [redacted], my brother-in-law who lives near REI and a member to return the item last June 20, 2104. But he was turned down for the reason that the item has no warranty. He spoke with the manager and again was just turned down and even being said sarcastically you win some and lose some. I truly understand that the unit has no warranty, but their advertisement on the item was very misleading. If it was indicated that the unit wont power on, surely I wouldnt buy it. I am an honest person and earn my leaving in an honest way. And I just want to be treated the same.I am humbly asking you help or intervention on this matter because I have nowhere to turn to.Thank you very much in advanceDesired Settlement: I just simply want them to replace the item.

Business

Response:

In reading through A[redacted] circumstances regarding the [redacted] camera at an REI Garage Sale event I will note there is a company no-return policy for anything sold at this event. Given the nature of the lack of clarity on the purchased item as to the extent of the defects we will be amenable to have the customer return this item to the East Hanover REI store. Feel free to call the store to facilitate the details of how the return might work, I understand Mr. [redacted] is not local to this area.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.