IF you ordered your Fenix 5 from REI beware that they might cancel your order!

Former Member over 8 years ago

Hi All,

Quite frankly I'm mad enough about REI's customer service today that I'll just stick to the facts:

I ordered my Fenix 5x from REI a month ago today on the REI Website. This morning I woke to a non-descript email cancellation notice of my order from REI. Calling customer service, I was informed that REI cancels back-ordered items after 30 days if they don't receive confirmation that a customer wants to stay on back order. They claim to have sent me a notice, but I did not receive it. I ask when they sent it and how many attempts that they made to contact the me before cancelling my order and the REI person did not know the answer to either question. I then asked for my order to be un-canceled -- denied. They instead offered to place my order again. I asked if they could put me back in the queue as I was before their mistake -- the answer: NO. I asked to speak to a manager and after about 5 minutes was told that none was available and that I could call back later to talk to a manager. (editorial: not good service -- they didn't give a ^^^^ about screwing me over on my order.)

Now I'm at the end of a potentially very long list to receive my watch. I'll probably go elsewhere. I shouldn't have to work to get a company to accept my order.

If you ordered from REI you might want to give them a call with your order number to ensure that this doesn't happen to you!

0 Former Member over 7 years ago

5x is available on Amazon from a reseller (tax-free.. saved 50$)... Also available on Best buy (free shipping/store pickup)

0 2goBeyond over 7 years ago

Alright, so I'm going to refute the initial post now because I just got an email from REI about my order telling me that my watch order was backordered and that they would keep trying to get my order processed until 5/20 (I ordered mine on 4/20). The email also said that if I wanted them to keep my order opened past that date, I should call.

So no, based on the very detailed message REI sent, they are not deleting your order for no good reason or without explanation.

0 demarcmj over 7 years ago

Alright, so I'm going to refute the initial post now because I just got an email from REI about my order telling me that my watch order was backordered and that they would keep trying to get my order processed until 5/20 (I ordered mine on 4/20). The email also said that if I wanted them to keep my order opened past that date, I should call.

So no, based on the very detailed message REI sent, they are not deleting your order for no good reason or without explanation.

I also find it hard to believe the OP didn't get this email. Still, since it is an odd policy, you'd think they'd send a follow-up warning something like a week before they're going to cancel it. Just in case someone missed the first email.

0 tickerguy over 7 years ago

I also find it hard to believe the OP didn't get this email. Still, since it is an odd policy, you'd think they'd send a follow-up warning something like a week before they're going to cancel it. Just in case someone missed the first email.

Folks, in the United States it's actually the law that backorders be canceled after 30 days unless the customer explicitly consents to a longer period of time.

This isn't some REI policy it's an FTC regulation that applies to anything ordered "direct" (mail, telephone, internet, etc.)

Getting mad at REI for following the law is, IMHO, rather silly and besmirching their reputation for it is outrageous.

Ref: https://www.ftc.gov/tips-advice/business-center/guidance/business-guide-ftcs-mail-internet-or-telephone-order

0 demarcmj over 7 years ago

Folks, in the United States it's actually the law that backorders be canceled after 30 days unless the customer explicitly consents to a longer period of time.

This isn't some REI policy it's an FTC regulation that applies to anything ordered "direct" (mail, telephone, internet, etc.)

Getting mad at REI for following the law is, IMHO, rather silly and besmirching their reputation for it is outrageous.

Ref: https://www.ftc.gov/tips-advice/business-center/guidance/business-guide-ftcs-mail-internet-or-telephone-order

For what it's worth, I don't think "having to do something because it's the law" and "good customer service" need to be mutually exclusive. Sending one email about the 30-day rule that might get overlooked is not necessarily the best way to handle the situation. While I admit that most people will see that email and won't get all bent out of shape like the OP, some people may miss it (or may see it but forget about it 3 weeks later). It certainly could not hurt to send another email a week prior to cencellation.

I think even though it's the law, the onus is still on REI to communicate it effectively. In the case of the OP, they failed at that, and it led to a bad customer experience.

Also... I piled on with my own bad customer experience that didn't really have anything to do with that 30 day rule. That was just good old fashioned poor service.

0 2goBeyond over 7 years ago

Update: I went ahead and cancelled the order and took my money to the REI store nearest me. They had the 5 Saph in stock. So far i've been able to pair ALL my external sensors, all my custom workouts, update to the 2.96 beta and didn't have a single damn crash (My 5x crashed no less than 8 times the day I got it). I even like the size, fits pretty nice on my wrist. Will I miss the maps? Maybe a tad, but I lived without maps all through owning the F3HR; i'll be fine now.