Failed expedited delivery, misleading updates, weak compensation
Title: Failed expedited delivery, misleading updates, weak compensation Order: Y130377998 Tracking: 1Z9437070146662219 (UPS Next Day Air) This was supposed to be a simple expedited order. It turned into a chain of failures. Timeline: - Original order never arrived - REI created a replacement order (Y130377998) - Delivery was promised for April 6 - UPS showed they hadn’t even received the package while REI kept saying everything was on track - Delivery was then updated to April 7 by 10:30 AM — missed - Then delayed again and rescheduled to April 8 This is not a minor delay. This is a failure of a paid expedited service. On top of that: - I received conflicting and inaccurate updates multiple times - I had to constantly check tracking and contact support - The “compensation” was a $25 gift card (store credit), not a real resolution At no point did REI provide a clear, reliable status of the shipment. What should have happened: - Accurate tracking and communication - Delivery within the promised expedited window (April 6) - Proper compensation for the failure What actually happened: - Missed delivery commitment - Multiple delays - Wasted time - Weak attempt to close the issue with store credit This experience shows serious issues with both logistics and customer support handling. I expected much better from REI.