Complaint Review: Cosco Verizon Stuart Lee Rebates - Irvine California

2014-05-07

Dear Mr. Stuart Lee,

It has been 6 years and I would have very much enjoyed your help, yet, no one ever contacted me and Yes I did all your recommended procedures with no success. 

Costco made good with Store Credit years ago so I am fine with the outcome, though no kudo's to your company since they did this despite of you at Stuart Lee Rebates.

However the customer who filed a Complaint/Rebuttal after mine in January 2013 please help that consumer and don't wait 5 years or longer to address the problem. Helping others that fall through the cracks will most definitely help move your company and who ever else your providing Rebates for supercede the problems I experienced in the past and build up a new reputation for consideration and fair practices in the marketplace. 

It is never a good business move to fault the consumer for not having success with dealing with issues concerning your companies miss steps, instead just process the Rebates and figure out after the customer is made whole how to prevent this from happening again.

Mr. Lee mistakes happen and admitting that your not perfect, is the first step to becoming human enough to give lost customers some compassion towards your company, to understand your mistakes. This attitude adjustment would have kept me (6 years ago) from filing a report on this website, it was not the easy thing to do, going to all this trouble and making it Public I would have preferred to just get my Rebate.

I believe you when you say that most Rebates go off at your company without a hitch. It's unfortunate that there's no forum for all that goes right in business, but it is the one or two angry consumers that make all the noise and so it is worth doing whatever you can including just putting their Rebates in the mail Immediately that will payoff with no negative attention to you. As a business owner myself I bite the bullet and give the customer a good day instead of a fight.

It would have been worth the 60.00 in your case, don't you think to have had none of this report published? Especially since, I would have had to have purchased the phone in order for me to have known of your companies role here.

 Stuart Lee originally responded to this rip off report regarding Mark in Crestline on September 11, 2008 not in 2013 as stated.  We still do not know if he ever contacted Stuart Lee via our website to solve his rebates issue. Stuart Lee has handled millions of rebates dating back to 1999. As a reputable business it is frustrating when you see these concerns printed for all to make judgements about without knowing all of the facts.

I have to admit we are not in the business of searching these internet sites to answer consumer concerns. Any concerns sent to us by any accredited consumer advocate or by the customer directly have been researched and addressed immediately. This is why we use our website for all contact with the customer. We then have a written trail with all of the information pulling up in our system when we search for it.

We do not record telephone conversations so we must have a credible record to trace concerns for times like these. Sometimes things beyond our control like "items lost in the mail" do happen. It is inconvenient for anyone this happens to, but it does happen. When this happens it takes extra time to correct but we always try to correct it if we are notified.  These are usually promotional incentives offered "via mail in rebate" to the customer when they make a purchase. We strive for the best customer experience possible.

Stuart Lee Customer Service

www.stuartleereabtes.com

I can't believe after 5 years Mr. Stuart that you finally got around to my rebate issue, that is some Customer Service Dept. you have there. Basically, you wait for the Consumer to pass away from natural causes, which one of the other fellows sharing the service did 3 years ago. In truth you haven't got around to anything but to blame me for the lack of work on your end to fix it.
   
 5 years is a long time for your answer, maybe 5 more and you'll start the conversation about responsibility. I know Mr. Stuart it's not possible (according to you) that out of the huge mass of Rebates you handle for so many companies every year, you can't fathom that you screwed up and I was the lucky one you dropped the ball on.

In actuality it doesn't surprise me because your customer Verizon, is one of the biggest losers in Customer Service issues. I will never use their service's again, I must have spent literally 50-60 hours over the 4 years I was a captive customer with them, in Crestline CA. they have the only Cell Phone Service that services the area with coverage.
   
Stuart Rebates and Verizon, not only lost my Rebates and did nothing about it, except to pass me from department to department including transferred calls to Stuart Rebates and when "Me"  the consumer feels they're finally getting somewhere they disconnect the call. They do this dropped call scenario over and over and when you call back your at square one again.

They know this wears down the customer to where you have no time or energy to fight, so they win. I am not the only consumer to have this happen, I have heard from 4-5 other Verizon customers that they have given up as well because of the practice of dropping calls and not keeping notes on previous calls.

COSCO stepped up to the plate 5 years ago and gave me an in-store credit to make up for some of the rebates you didn't honor. The in-store manager separated himself from Stuart and Verizon as unimportant vendors. They looked over the contract and took responsibility because they do have Excellent Customer Service. You should realize that addressing this issue publicly after 5 years looks worse to consumers than doing what you did 5 years ago "NOTHING"

Stuart Rebates and Verizon should take notes from Cosco on how to handle their customers issues and stop passing the blame.

Shame on you, for waiting 5 years to even answer the complaint. I dropped Verizon for good as well as anyone like Stuart Rebates that gets in bed with them.

Mark from Palm Springs, CA. (I Moved) 3 years ago!

"We strive for excellent customer service, with a long list of favorable
testimonials concurring with that. Anyone, including Mark from Crestline
needs to contact our website to check status or file a research
request. There is a process you need to go through in order to receive
your rebate, but our job is to process and issue your rebates."

I spent the last 1 1/2 hours trying to contact Stuart Lee customer service through the company website. I purchased a phone at Costco and mailed in the required paperwork for an accessory pack weeks ago but have heard nothing. I first went through the process of inquiring about an unprocessed claim on the site and received a response there was nothing on file. I then looked for an option to contact customer service by phone or email to inquire why there is no record of my pending rebate.  In order to submit an inquiry to customer service on the site, you first have to complete a lengthy questionnaire, which I did. It would not send. I did this three times, as the data I entered wasn't saved each time. I searched for a customer service number. There is none. I finally did a Google search and found this site. Based on my experience, Stuart Lee may "strive for excellent customer service" but they are not providing it.  By the way, does anyone know how to reach Stuart Lee?

 

In response to Mark from Crestline California. Stuart Lee is a fulfillment house that issues rebates for a variety of companies throughout the United States. We issue valid rebates; however, we do not have authority to issue any monies without the consent of our client. We issue and average of 90-100 thousand rebates monthly without any problem at all. We have less than .0003 of rebates that fall under the category of customer service issues. This includes Stuart Lee not receiving the rebate, consumer error, i.e. late submissions, partial information and people who send in a rebate without their name and address, or they are submitted to the wrong processing house. Every company we deal with is extremely reputable with the consumer's best interest at heart. We have been doing business with most of our clients for 8-10 years. It is virtually impossible to lose someone's rebate in our system. We strive for excellent customer service, with a long list of favorable testimonials concurring with that. Anyone, including Mark from Crestline needs to contact our website to check status or file a research request. There is a process you need to go through in order to receive your rebate, but our job is to process and issue your rebates. Without more information we can not help Mark from Crestline, but we would like to. Stuartleerebates.com Sincerely, Stuart Lee Customer Relations