Complaint Review: Linens Holding Co. Dba Linens N Things - Clifton New Jersey

I really appreciate the comments of the ex-employee (Amy). There is some additional amusement to me because I knew that Linens Holdings was privately held. I also discovered Apollo Management. On November 4, I sent a certified letter to Mr. Peter P. Copses who is part of Apollo Management and is also the Chairman of the Audit Committee of the Linens Holding Board of Directors. My issue with this company now far exceeds the authority of any store manager. This is why I brought a formal complaint to the attention of the Audit Committee.

The CEO, Mr.Di Nicolla probably never even saw your letter because he is never there. As a matter of fact, when I left the company recently, he was out on some sort of medical leave. In most cases, customer complaints are directed to the customer service department or back down to the local store mgmt. team where the incident occured. Since yours was an internet purchase, it probably didn't go far, but I can guarantee you the CEO never saw it. I really urge you to go to your local store and bring it to the attention of a manager. It is their job to see you are taken care of whether you purchased it in their store or not. (Especially with the documentation you have). You may also try getting in contact with Apollo Management Co. This is the company that purchased Linens N Things 2 or 3 years ago.

To clarify a misunderstanding with the previous rebuttal, I am fully aware that in most cases a mail-in rebate is a product of the manufacturer. However, this is not the case in this situation. The rebate form is the legal agreement. Nowhere on the form does it indicate that this is a manufacturer rebate. To the contrary, the only organization referenced throughout the form is Linens N Things. Further, the only response I have received to date from the Linens organization acknowledges that Express Group is *****our***** rebate processing center. If there is any good news, the letter indicated that Express Group has gone bankrupt and that they have switched centers. However, they failed to designate the name of the organization that has replaced Express Group. In any case, my focus on Linens Holding is NOT misplaced. As for going into a store, this suggestion is a non-starter. I purchased the item over the internet directly from Linens N Things. My issue is with the company, and I have addressed it to the highest levels of executive management without an adequate response. If the CEO cannot resolve the issue, how can I possibly expect a store manager to do so?

Before you get overly upset at the company advertising the rebate, you should know that rebates are a product of the manufacturer not the retailer. While I agree companies should the rebate processors more accountable, it is not entirely their fault. I have worked for other retailers who use The Express Group and I can honestly say that they are the worst company to deal wit when it comes to rebates. Not only are they rude to customers, but also to the retail employees who try to help customers resolve their rebate problems. Have you tried talking to the management at the store where you purchased the item? He/She can get in contact with someone at the corporate office who has some pull with the rebate companies. Yes there is such a person. Unfortunately, I can't remember his name. If you go into the store calmly and explain your problem I'm sure they will be willing to help you. If not ask for the district manager's phone number. I'm not sure where you are in AZ but it will either be Scott Folik or Lisa Biitner. Hope this helps.