Cyberrebate.com Stinks--7 months to recover


04-27-05--Finally got my settlement today from the class action suit against them.
Woo hoo.  Here's a shot of the letter/check I got.

 

STATEMENT BY CYBERREBATE.COM, INC.
Wednesday, May 16, 2001; 11:00am EDT
CyberRebate.com, Inc., an on-line retailer headquartered in Long Island, NY, filed for bankruptcy protection under Chapter 11 in the Eastern District of New York at 10a.m. today. As of the filing time, CyberRebate.com suspended operations on its Web site. Questions regarding customers, vendors and others affected by today's action will be resolved as the bankruptcy process proceeds. Sadly, most employees were released this morning. A small staff will remain to take the company through bankruptcy. More information will be available once the bankruptcy process gets underway. Customers will be contacted regarding their rights and remedies.


Here is my original Cyberrebate story, doesn't really matter now, other than I was trying to tell people at the time they were crooked.

I made an order with Cyberrebate.com and didnt get everything I ordered. I wrote a letter to them asking where it was and they replied:

To: MADwand@usa.com (MADwand)
Subject: Re: order #105745
From: CustomerCare@cyberrebate.com
Date: Mon, 13 Dec 1999 12:14:00 GMT
 
Please clarify so I can help you solve your problem. Is it that you were shorted an item? If there is anything else that I can do, please let me know.
Sincerely,
Illana
Quality Manager
CustomerCare
Cyberrebate.com

I wrote this message back to them (several times) and explained what I had already written again:

To: CustomerCare@cyberrebate.com
Subject: Re: order #105745
From: MADwand@usa.com (MADwand)
Date: Tue, 14 Dec 1999 20:58:34 GMT
 
Yes, I want to change the order for the CD case that for some unknown reason was not shipped to the following item:
http://www.cyberrebate.com/catalog/product.<snipped>
CD wallet Holds 48 CDs
This CD wallet holds 48 of your favorite CDs..On the go? just bring it along.
Lightweight and portable. 12 long lasting pages. Stylish finish on padded case.
Rebate Info
$34.99 - Limit One Rebate per Item per Household
Price: $34.99
Rebate:-$34.99
After Rebate: $0.00
The item I am missing was MORE than this price:
30 CD Cassette Carrying Case $37.99
Please credit my charge card $3 and send this item instead.
Thank you.
To: MADwand@usa.com (MADwand)
Subject: Re: order #105745
From: CustomerCareCustomerCare@cyberrebate.com
Date: Fri, 17 Dec 1999 10:39:14 -3736818
 
MADwand,
I apologize that this item was not included in your order. I wanted to let you know that a credit will be issued to your credit card. Please allow 3-4 days for the credit to be issued. We wanted to let you know that once the credit has been issued it will take about 7-10 days for it to be posted to your account. We are working on being able to reship items, but we are unable to do this right now. Therefore, we encourage you to visit our site again and you can reorder the product.
If there is anything else I can do for you, please let me know!
Sincerely,
Josh

Not too bad, but I wanted what I paid shipping/handling for:

To: CustomerCare@cyberrebate.com
Subject: Re: order #105745
From: MADwand@usa.com (MADwand)
Date: Fri, 17 Dec 1999 16:48:13 GMT
 
I guess not, I see that I must be finished doing business with you people. I told you I did not want a credit for that item (clearly stated in my email above), but obviously you do not read what I write. The shipping charge that I paid was for THREE items, not TWO. I sent that message several times and finally you reply to it, but you didn't read it. Or just ignored what I wrote. Whatever, I cannot tolerate that kind of shoddiness so I must refrain from doing any further business here. Thanks for nothing.

Figured I was done with them till I got my credit card refund and my rebates...but

To: orders@cyberrebate.com
Subject: Order Number: 105745 screwed to hell
From: MADwand@usa.com (MADwand)
Date: Sat, 15 Jan 2000 00:49:35 GMT
 
You jerks are really getting on my nerves now. After refusing to honor the order that I made, thereby screwing me out of the shipping charge I paid for THREE items, some bonehead there (Josh) tells me he's gonna credit my charge card for the $37.99 that was overcharged. This order was made on 12-5-99 and the credit should have occurred no more than two weeks later than that. Now it is 1-14-00 and I see no credits on my credit card. What is your problem? Now I will be forced to dispute this charge on my credit card and pay the full amount until they credit me because some jackass (Josh) in your group neglects to act responsible with my money.
 
I thought in the beginning that this wasn't a bad deal even though you charge outrageous prices for your merchandise (24 CD Collector $24.99--this item is $5 at Walmart). But I figured what the hell, if it has a 100% rebate it can't be bad. But I thought YOU would handle the rebate and it would be a pretty fast process--until I found out that it may be up to two months before I see my rebate! That's just as bad as the crappy rebates you find at CompUSA. So I sit around waiting 2 months not having any clue if you have even got my form I sent in, constantly looking at this ignorant PENDING page that never changes. Then you screw my credit card up. Real nice work. I guess I now have enough information to add you to my Companies That Stink pages at
http://www.madwand.org/
Thanks for nothing!
To: MADwand@usa.com (MADwand)
Subject: Order Number: 105745 screwed to hell
From: CustomerCareCustomerCare@cyberrebate.com
Date: Thu, 20 Jan 2000 08:13:34 -3736818
 
Dear MADwand,
As your account was credited yesterday for the items never sent with your order, please let us know if for any reason you do not see the credit appear on your credit card in the next ten days . We are very interested in righting this wrong. If there is anything else I can do for you, please let me know.
Sincerely,
Aaron

The reason I got that last one was that about 2 days earlier a real nice woman called me and acted interested in my plight. She must've been a temp employee. Now comes the part where you wonder why your rebate check hasn't arrived yet.

From: madwand@usa.com [madwand@usa.com]
Sent: 2/16/00 8:08:14 AM
To: CustomerCare@CyberRebate.com [SMTP:CustomerCare@CyberRebate.com]
Subject: How do I look up the status of my rebate?
 
From the "track your rebate status online" section of your site I find:
MADwand (madwand@usa.com)
Order Number: 105745
Shipped via Airborne Express
12/8/99 Ground 71479979524
Item 1 $24.99 Form Available Rebate Pending
Item 2 $12.00 Form Available Rebate Pending
 
Ok, it's been well over two months and still no clue as to when this is ever going to happen. What's the problem NOW?

So he tells me to look where I just told him I did look...what a moron!

To: MADwand@usa.com (MADwand)
Subject: Re: How do I look up the status of my rebate?
From: CustomerCare@cyberrebate.com
Date: Thu, 17 Feb 2000 14:53:19 GMT
 
MADwand,
Thanks for writing. In order to serve you more efficiently, you can now track your rebate status online! To do this, please take the following steps:
1. Go to the "My Account" Page (by clicking on the "My Account" button).
2. Enter your login (e-mail address and password).
3. You will be brought to your Order History Page with all of your previous orders. Choose the order you wish to see the status for, and click on the "Shipped" link for that order.
4. This will bring you to the Order page, with all your items listed. In the "Rebate Status" Column, you will see either the words "Pending, Complete, or Invalid". Clicking on one of these words will make a screen pop up, which will show you the status of your rebate.
Please note that the rebate departments take approximately 6-8 weeks to process a rebate submission, including registering that it has been received, and to provide a status update on it. Until that time, thestatus will say "Pending."
To: CustomerCare@cyberrebate.com
Subject: Re: How do I look up the status of my rebate?
From: MADwand@usa.com (MADwand)
Date: Tue, 22 Feb 2000 23:25:16 GMT
 
How about just answering my question? it's been well over two months and still no clue as to when this is ever going to happen. What's the problem NOW? looks like I'll never have this monkey off my back. This is the second time I write this particular message because no one is answering my questions. You can be assured that I will be making it a top priority to add your website to the list of crappy businesses I have had dealings with at my businesses that stink" site at
http://www.madwand.org/
To: MADwand@usa.com (MADwand)
Subject: Re: How do I look up the status of my rebate?
From: CustomerCareCustomerCare@cyberrebate.com
Date: Thu, 24 Feb 2000 10:27:31 -3736818
 
MADwand,
Thank you for your recent e-mail. I apologize that you did not receive a proper response to your question. At this time, we cannot verify that any specific submission has arrived at our mail-processing department. We receive tens of thousands of rebate submissions per month and process them in the order that they come in. At the time it is processed, your mailing will both be entered into our computer system and checked for completion. Therefore, all submissions that we receive state “Pending” (under Rebate Status on the account page) until the forms are actually processed. I suggest that you check back by accessing your Account (on our website) approximately eight weeks after you sent in your submission in order to get a status update. Please be assured that you can expect your rebate checks to arrive within 10-14 weeks (as stated on the website) from the time you sent your submissions. If there is anything else I can do for you, please let me know!
Sincerely,
Josh

Now I start getting mad...I send this mail TWICE, look at the two dates.

To: CustomerCareCustomerCare@cyberrebate.com
Subject: Re: How do I look up the status of my rebate?
From: MADwand@usa.com (MADwand)
#1. Date: Fri, 25 Feb 2000 00:05:38 GMT
#2. Date: Mon, 06 Mar 2000 18:59:21 GMT
 
I find it truly amazing the number of people who work for your company that simply refuse to READ my emails every time. I will say this for about the 5th time now: IT HAS BEEN PENDING WELL OVER 2 MONTHS FROM THE TIME I SENT IT IN. How hard is that to understand?
To: MADwand@usa.com (MADwand)
Subject: Re: How do I look up the status of my rebate?
From: CustomerCareCustomerCare@cyberrebate.com
Date: Mon, 13 Mar 2000 10:00:02 -3736818
MADwand,
Thanks for writing.
I apologize for the delay in getting back to you. I also apologize for any aggravation that our misunderstanding of your issue may have caused you. I have personally gone through our files and noted that all your information has been received. Your rebate check is going out with our next batch. Expect to receive your rebate check within the next four weeks. If there is anything else I can do for you, please let me know!
Sincerely,
Abe

What?!? Ok, so new question...why is the next batch not due till 6-5-00 even though you just told me FOUR WEEKS MORE??? This is the middle of March, the first week of June is almost 3 months away. (BTW that was a LIE, no check has been sent to me)

To: CustomerCare@cyberrebate.com
Subject: Re: why does a rebate take 6 months?
From: MADwand@usa.com (MADwand)
Date: Mon, 13 Mar 2000 18:46:05 GMT
 
Well your rebate status form says 6-5-00, which is approximately 6 months from the date I sent my forms in, quite a ways from the 8 weeks some moron told me in February, isn't it? It's even 4 months longer than your website states, as well as all of the devoted customer testimonials. Tell me something, are any of them real? Do any of those satisfied customers really exist? Or do you make them all up just to have something to write on that page?
 
Since I do not believe that anyone on the planet has ever successfully obtained a rebate from your company, I am going to set up a website devoted to finding that out. I shall ask your customers if they are aware of anyone ever getting a rebate, and if they are, was it within a 6 month period?
 
Your webpage will be found at www.madwand.org/cyber.htm It'll take me a day or two to get it up there, but it'll be a lot quicker than waiting for a cyberrebate.com rebate, I can guarantee that! Feel free to add a link to your testimonials page.
To: madwand@mail.la.freei.net
Subject: Re: why does a rebate take 6 months?
From: CustomerCareCustomerCare@cyberrebate.com
Date: Sun, 19 Mar 2000 22:02:07 -3736818
 
Dear MADwand,
Thank you for your inquiry.
Our processing time is 10-14 weeks from the time that we receive your submission. We do our best to provide the rebates as quickly as possible, and we often send out rebate checks earlier than the anticipated 10-14 weeks.
 
Going in the order that we receive the rebate submissions, we follow a schedule by which we sort, verify, enter data, verify again, print checks (which is done twice a month) and mail them. If there is anything else I can do for you, please let me know!
Sincerely,
Mike

So I try again...

To: CustomerCare@cyberrebate.com
Subject: Re: why does a rebate take 6 months?
From: MADwand@usa.com (MADwand)
Date: Mon, 20 Mar 2000 07:38:44 GMT
 
Yeah, you could answer the question that everyone keeps ignoring...why does it take 6 months? You people keep quoting 4-8 weeks, 10-14 weeks--nothing near the 6 months that it is going to take according to the status window that pops up. You DO realize, don't you, that 6 months is a helluva lot more than 14 weeks? Why did Abe tell me below that I would be getting my check in the next 4 weeks, which would be sometime in April, when the status window says June? Try answering the question this time instead of reading from the manual, it ain't working!

and I get no answer, so I send:

To: CustomerCare@cyberrebate.com
Subject: Crooks or liars?--Order Number: 105745
From: MADwand@usa.com (MADwand)
Date: Sat, 03 Jun 2000 21:58:41 GMT
 
Why don't you answer my last question posed to you on Mon, 20 Mar 2000 as recorded on www.madwand.org/cyber.htm? I quote:
 
"why does it take 6 months? You people keep quoting 4-8 weeks, 10-14 weeks--nothing near the 6 months that it is going to take according to the status window that pops up. You DO realize, don't you, that 6 months is a helluva lot more than 14 weeks? Why did Abe tell me below that I would be getting my check in the next 4 weeks, which would be sometime in April, when the status window says June? Try answering the question this time instead of reading from the manual, it ain't working!"
 
On Mon, 13 Mar 2000 Abe LIED to me saying:
 
"I have personally gone through our files and noted that all your information has been received. Your rebate check is going out with our next batch. Expect to receive your rebate check within the next four weeks."
 
You certainly have earned your lowest possible rating at the BBB!

Finally another response (more LIES):

To: madwand@mail.la.freei.net
Subject: Crooks or liars?--Order Number: 105745
From: CustomerCareCustomerCare@cyberrebate.com
Date: Mon, 5 Jun 2000 10:49:58 -3736818
 
MADwand,
Thank you for writing back. I apologize for the incorrect information you received. We make every effort to provide our customers with accurate information. Our records indicate that we received your rebate submissions on 2/25/00. Our processing time is 10-14 weeks from the postmarked date on your rebate submissions. Your rebate checks are scheduled to go out on approximately 6/2/00 - this is within the 10-14 week period as stated on our site. Please accept the coupon below for any inconvenience that may have been caused:
 
Generated Coupon
Coupon Number: xxxxxxxxxxxxxxxxxx
Amount: $5.00
Expiration Date: 7/5/2000
To: CustomerCare@cyberrebate.com
Subject: Re: Crooks or liars?--Order Number: 105745
From: MADwand@usa.com (MADwand)
Date: Tue, 06 Jun 2000 00:16:52 GMT
 
I don't know how that can be as I mailed it on or about December 15, 1999. I see no way that it could have taken TWO MONTHS to get to you. Is this yet ANOTHER lie, or do you have proof you can show me that you received them (both on the same day) over two months later?

then completely ignoring my statement:

To: madwand@mail.la.freei.net
Subject: Re: Crooks or liars?--Order Number: 105745
From: CustomerCareCustomerCare@cyberrebate.com
Date: Tue, 6 Jun 2000 07:52:28 -3736818
 
MADwand,
Thank you for writing back. While I cannot provide you with proof, I can tell you that the postmarked date on your submissions are the dates that our Processing Center enters in the computer. You can expect to receive your checks within the next 2 weeks. If there is anything else that I can do for you, please let me know.
Sincerely,
Helena
To: CustomerCare CustomerCare@cyberrebate.com
Subject: Re: Crooks or liars?--Order Number: 105745
From: MADwand@usa.com (MADwand)
Date: Wed, 07 Jun 2000 01:07:18 GMT
 
That's crap and you know it. You thieves are stealing interest off my money while I sit here waiting, then you lie about postmarks. There is no way in hell I took over 2 months to send in those forms. I sent them within 2 days of receiving my order. And why is it going to take two MORE weeks? Your website now says that 6/2/00 is the date of the check. As I suspected, you people are crooks.

And, you guessed it, more patronization:

To: madwand@mail.la.freei.net
Subject: Re: Crooks or liars?--Order Number: 105745
From: CustomerCareCustomerCare@cyberrebate.com
Date: Wed, 7 Jun 2000 05:55:57 -3736818
 
MADwand,
I'm sorry that you are unhappy with our 10-14 week policy. Please check our site as this policy is clearly stated there. You will be receiving your checks shortly. If there is anything else that I can do for you, please let me know.
Sincerely,
Helena
To: CustomerCare CustomerCare@cyberrebate.com
Subject: Re: Crooks--Order Number: 105745
From: MADwand@usa.com (MADwand)
Date: Wed, 07 Jun 2000 13:36:30 GMT
 
It is a 6 month policy and I am sorry you feel like preying on innocent people. You should have read the email below. Now it is your turn to send me another patronizing email instead of doing the right thing and admitting you received my rebate submissions in December like you really did.

And finally I get this:

To: madwand@mail.la.freei.net
Subject: Re: Crooks--Order Number: 105745
From: CustomerCareCustomerCare@cyberrebate.com
Date: Wed, 7 Jun 2000 07:59:45 -3736818
 
MADwand,
First, I'd like to introduce myself to you. My name is Lani and I am the Director of the Customer Care department here at CyberRebate.com. Helena has informed me of your situation and I'd like to sincerely apologize for the negative experience that you have had with our company.
 
It is highly possible that your submissions were received in December and a data entry error was made on our end. Unfortunately, I cannot, at this time, go back and make that correction now as I was not aware of the issue until now. I'd like to reassure you that your rebate checks have been issued with our last batch of rebate checks and you should be receiving them shortly.
 
CyberRebate.com prides itself on being an honest and ethical company, however, unfortunately, as with all companies sometimes errors do occur. I am hoping that when you do receive your rebate checks your faith in our company is restored. Again, I do sincerely apologize for the error!
Sincerely,
Lani M.
Director, Customer Care
CyberRebate.com
We would like to know about your experience with our Customer Care Department. Please send any comments or suggestions to Feedback@cyberrebate.com.

The odyssey continues...these people either do not know what the hell they are doing, or don't give a damn. Every email they write conflicts with the website and all the other emails they send. Their status page says that my check was cut on the 2nd of June, that was another lie, I still haven't gotten it.

Finally, the day I've waited for is here, 2 days short of 7 full months from the day I sent in my submissions. The checks are here for a total of $36.99. They are dated 6-8-00, further proof of this company's lies, they stated 6-2-00 on their site. Now if they don't bounce, I'll be ok.

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