"RALPH LAUREN POLO SWEATER - $149.99
'QBATE' REBATE - $140.00
YOUR FINAL COST - $9.99 - FREE SHIPPING AND HANDLING"
I should have paid attention to the early warnings - the first two orders I placed at the UrbanQ.com web site were confirmed by e-mail - but the merchandise and the follow-up rebate info never arrived. They didn't answer the first two e-mails asking "where is my rebate information - where is my sweater?".
I didn't find out there was no actual order until finally, after two more requests for information on the missing rebate follow-up and merchandise (with "ATTN: MANAGER of CUSTOMER SERVICE" in the Subject line), I was informed that my order wasn't VALID because the item was out-of-stock, and my credit card had not been charged. This brief e-mail didn't offer an apology for their failure to notify me the order wasn't being honored (I enclosed a copy of the original e-mail Confirmation with each inquiry I sent), and not a word about taking weeks and multiple inquiries before replying.
I returned to the UrbanQ web site after receiving this terse notice, and was able to place A SECOND ORDER for THE EXACT SAME ITEM, and this order was ALSO CONFIRMED BY E-MAIL. In spite of informing me the item had been "out-of-stock" since before 2/13/01, they still CONFIRMED another order on 2/27/01, two weeks later.
I finally received a courteous e-mail from someone named Saul in Customer Service, apologizing for the problems and delays, and telling me the sweater was available in certain sizes and colors. I placed an order, and this time both the e-mail order confirmation and the e-mail rebate information were sent - and the sweater arrived. When the rebate (Qbate) form became available through the UrbanQ.com web site, I printed it, and carefully filled it out, and made certain I enclosed ALL of the materials required - INCLUDING THE PROOF OF PURCHASE.
I made photocopies of the invoice and the receipt I printed from the UrbanQ web site, and kept notes on the various elements requested and sent - and kept copies of all my e-mail correspondence with UrbanQ. THEY ARE NOW CLAIMING THEY DON'T HAVE THE "PROOF OF PURCHASE", THAT IT WAS NOT ENCLOSED WITH MY REBATE SUBMISSION, AND THEREFORE, THEY WILL NOT HONOR THE REBATE AGREEMENT.
I KEEP METICULOUS RECORDS AND KNOW I SENT THE "PROOF OF PURCHASE". I'VE WRITTEN THREE E-MAILS INFORMING THEM OF THIS. THEY STILL CLAIM IT WASN'T ENCLOSED WITH MY REBATE SUBMISSION. SO AS IT SAYS IN THE TITLE - URBANQ.COM IS EITHER CARELESS AND POORLY OPERATED (THEY LOST OR MISPLACED IT?), OR URBANQ.COM IS TOTALLY DISHONEST AND RUNNING A SCAM.
SOME ADDITIONAL INFORMATION TO CONSIDER: I wrote an e-mail to UrbanQ.com the week after mailing my rebate submission, drawing their attention to the problems I had placing my order, and SPECIFICALLY REQUESTING THAT THEY INFORM ME IMMEDIATELY IF ANYTHING ADDITIONAL WAS REQUIRED TO RECEIVE MY REBATE - they responded approximately three weeks later, stating only that my rebate would be processed based on the date of the postmark on my submission - nothing about a "missing Proof of Purchase".
As with the "CONFIRMED ORDERS" for out-of-stock items, I didn't find out they had no intention of honoring the rebate agreement until I sent an e-mail inquiry asking why the rebate check was overdue and had not arrived.
PLEASE HELP ME GET MY MONEY BACK! Click here to read other Rip-off Reports on urbanQ