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Note: This is a summary of what has happened to me. Proofs (emails to and from hotels.com, past email communications, and a recording of the highest supervisor in charge of the support call center / policy handling) have been reviewed and are available. All the statements below are factual based on these documents. They are available upon request from regulators, law enforcement, media or parties interested to legally pursuing hotels.com or expedia.com. This matter deserves a class action.
What happened: I have been booking hotels for personal trip using hotels.com, since 2013. He accumulated 25 free nights worth a total of 4841.98 USD (documented by email). Hotels.com calls this "before expiration". The policy in place at the time, i.e., before May 2023, was that the counter on expiration of these night was reset every time new stays were booked. If 12 months pass, the nights would expired. The tally captured above was the value in November 2019, when the last stay in 2019 was booked. With COVID19, hotel.com communicated via email that it was suspending the expiration policy: customers maintain their status (e.g., silver, gold etc.) and reward nights. I also booked in October 2021 and June 2023. Per the announcement and policy, the reward nights valid on November 2019 ad at most only 3 to 4 [November 2019 till February 2020 when expiration was suspended for COVID] + 1 months [May 2023 (when expiration restored) till June 2023 (when new boking took place. During the suspended month, the months did not count. That was admitted by Luis, highest person in customer service, self-stated highest level in charge of handling these policy issues.
The announcement of the suspension of the expiration policy did not provide any process to sign-up, or ensure that nights are not expiring. Requests to see copy of the 202 announcement have been ignored by most support agent and rejected by Luis.
Around May 2023, hotels.com announced combination of expedia.com and hotels.com rewards under what they call One Key. For sure the program is pathetic versus what Hotels.com offered (i.e. One free night every 10 nights (cheapest rate in the 10 nights) vs. 2% of spent with the new reward program), but that is a different issue.
At the end of August 2023, I checked the new one key status and see only ~ USD 200, in it. From early September till December 2023, communications (email and calls to agents and supervisors), have resulted into hotels.com claiming 1) that the 2019 and before free night had expired 2) that they were not available for review any more 3) that they can't be restored, 4) (end of November) that they were 25 free nights worth a total of 4841.98 USD and refused to provide past statements (stays and or rewards, copy of COVID suspension announcement and copy of any expiration announcement). Offered to refund USD 500 were made.
Luis finally explained, or should we say admitted, and it is all on tape, that:
The 25 free nights worth a total of 4841.98 USD were not expired. However, customer should have contacted hotels.com to have them restored (not mentioned anywhere and why would that be considering the COVID announcement). When asked to provide copy of the email announcement, Luis claims not having it and not being able to request the IT department to have a copy recovered.
When asked how the customer know that he stated expiration notices supposedly sent (i.e. ~ Nov 21 and Oct 2022). No such notice were ever received. When asked to provide copy of the email notification, Luis claims not having them and not being able to request the IT department to have a copy recovered.
Then Luis explained that hotels.com had a policy that request to restore had to be done before May 8,2023.
When asked how the customer should know that Luis said, on tape, that the customer couldn't know it. It was an internal policy that had not been communicated to customers!
The Luis repeated the mantra of all the agents: therefore the rewards are expired and they can't be restored. Ut he offered a courtesy addition of 1000USD to One Key, and stated noting more can be done.
In other words, the top (allegedly) level escalation of customer service admitted, on tape, you have to listen to it to believe it, that hotels.com stole 4841.98 USD through this scheme and claimed it could only give 1000 USD back to make up for it! He admitted it was a theft! Is this a reputable company with which you wat to do business? Of course it is a challenge that the market is cornered by expedia.com that actually drives these fraudulent and shady businesses practices and behaves like a quasi-monopoly with all the differ travel sites appearing different but owned by them!
Anyway, a complaint has been filed with customers service asking that the upper management be informed and for a letter of explanation and apology. It is a last way out for hotels.com and expedia.com to prove that they are an ethical business and do the right thing. We will update here if we hear back. References are Case # *******, S#******* (earlier was among others: Case number *******.
I want to recover $3841.98 and to warn consumers of the practice of expedia. It is likely many are not aware that they have been scammed

Please consider my complaint about what happened with Comcast/Xfinity for XXX. The service was horrible and Comcast, either incompetent and unprofessional (first part), and applying not ethical and illegal business practices.
Part 1: equipment upgrade.
You notified me on 1/19/23 that I needed to upgrade my modem. I accepted and it was supposed to be self-service. On 1/24, the modem arrived. When I tried to self-install on 1/25, it did not activate. Your agent told me that a technician had to be dispatched. Meanwhile the internet was disabled!
The technician on 1/26, told me he needed access to all the boxes in the house. This was not possible at the time, so the technician left having set the old modem back up. I called to setup another appointment on 2/1 when I would be able to provide access. You had previously sent me a cable box to also replace that I did not have the time to do. So I asked that the technician does that also. That agent tried, without my agreement to trouble shoot and as a result the old modem was disable again. No internet….
On 2/1, an hirsute technician showed up. First he did not enter the house asking me question about boxes, forcing me to keep my door open. I had to tell him to get in, as the heat was getting out. He continued for 5 minutes to ask how many boxes I had. I told him again and again 3 +1, but I wanted to return one and upgrade what had to be upgraded and I had the new box(es). After 5 minutes like that and him not yet going to see the boxes or mode, I told him, I had other things to do than repeating myself. He told me he could not work with me and left accusing me of yelling at him. Unbelievable and unacceptable. Please train your agent and this one should just be fired!
On the chat I asked for new technician same day. I was offered one on Friday 2/3 but the chat was disconnected. I did not agree, and started a new chat. I was now promise 2/2.
2/2 nobody showed up! Apparently the agent had only wait listed me. Remember each time I had to be free 2 + hours to be available! Again this is simply unacceptable.
2/3 the technician shows up. He is already more competent than the two others and checks the outside. He tells me and shows me that a filter had been put outside in 2017! And it has never fixed since, despite me having the protection plan since 2003! But as a result, he claims he need access to the splitter. It's not possible at this moment (storage in garage), so he leaves. But not before telling me that with the filter issue i) that's why the model does not activate ii) my speed and TV should have bene bad (it wasn't AFAIK).
I called (chat) to reschedule. My suggestion is to bypass / install a new splitter and the problem should be solved. After all I am a PhD in EE, I understand the issue… Agent says that is new line and will involve constructions (!) and if new lines they will transfer me to sales to setup (!). More on this later that is the object of the second part of my complaint!
On 2/6, a new technician shows up. I asked if he is planning to dig / install a new line as scheduled. He has no idea. But I explained why I suggest that he does, he agrees, investigates and all it done within an hour! Why couldn't you send me a competent guy like him instead of the 3 misbehaving or questionably incompetent guys that I got so far…
Part 2 – Bait and Switch like sales tactics
Coming back to the 2/3 call to reschedule. When I got transferred to the salesperson for scheduling that person offered me to reduce my bill with a plan that would give me up to 1200Mbps, no caps and same TV line up. I repeatedly asked you to confirm that all the TV packages are the same, and the price will remain reasonable after 1 year etc. All was documented in the chat logs. I particular I asked confirmation that all TV packages were the same as it is impossible to know and remember then all when you sent the consent. It was unambiguously stated as yes.
Yesterday (2/14), I was trying to connect my table EPIX app. It did not work. I contacted Xfinity again and was told that it would now be MGM+ and that it was not on my plan. It was before! As such I asked to have it added. It was offered to add it for an extra $5.99 fee. That is what is called bait and witch and it is illegal. Your agent agreed with me. But he then transferred me to a supervisor. That supervisor told me that the terms were clear and I accepted them. That is not correct the terms were along the chat confirming similarity of packages. I mentioned it to the supervisor who then tried to argue that the terms allow change of TV line up at any time. I objected: that may be true based on your contracts with providers but only if it is indeed happening for all subscribers on equivalent plans in the region and certainly not if the channel was removed at the time of the switch despite statement that the packages were exactly the same. The fact that your supervisor engaged in this position indicates that the ales tactic used is clearly endorsed by (some at) Comcast. It is unacceptable and illegal!
I asked to be called by a higher manager. The supervisor committed that his line above would call me. They didn't and haven't! It is simply unacceptable. If you commit a call back the call back must take place even if you would reject what I ask for!
Therefore I told the story on Twitter and DM'd Xfinity support. At first, I was told:
When we refer to your channel lineup, we are referring to standard cable channels and not premium channels such as movie channels like Showtime, HBO, or Epix/MGM+. I can completely understand how the information provided with the plan change might cause some confusion in communication over what was staying the same and what was changing. I am showing that you approved the changes via email, is that right? In that case, you would have been provided a detailed order information email that broke down exactly what was changing and staying the same with the change in the plan. I am looking at the order agreement now which did mentioning the removal of premium channels including MGM+. Do you have the order confirmation email from when you accepted the order as well?
The bad faith and the endorsement of the switch and bait is certainly quite problematic.
Anyway, I produced screens host of the chat showing the commitment of price, what it entails and confirmation at the moment of consent that the TV packages (not line up) were exactly the same. I also showed the chat of earlier that day where your agent confirmed that on 2/3 EPIX was removed and argued that in any case I would not know that it was removed even if in the consent as now you call it MGM+ and I only know it as EPIX. I also mentioned upcoming complaints to FCC and FTC, if this continued.
The twitter support person, a different one, offered HBO Max at a way lower cost to compensate MGM+, so we have a resolution, but again I hope this is not a temporary deal…
I hope that you understand that the experience was outrageously below par. 11 days without internet, 4 x 2 hours devoted to you, hours with support and customer services, and the bait and switch attempt…
I suggest that you re-train your teams: agents (what to schedule, illegal aspect of bait and switch etc.), technician and processes (how can a problem stay unfixed and not notified since 2017, how can 3 technician leave without even trying to activate etc). I hope that you will make sure that this will never happen again to me or others. Clearly the XXX Xfinity location is in shamble but your call center are also not working.
At the same time, I want to thank and recognize the competence of the last technician that solved the issues and activated everything on 2/6.
Ironically, today, Xfinity decided to do network work and disconnect my internet for the day! It is hard to take Xfinity seriously under such conditions.
I would appreciate hear your view on this matter. I am willing to discuss my experience with an executive if useful. I think some gesture from Xfinity would make a lot of sense to.
Regards
XXX, Customer since 1995 and in total disbelief of what happened.

Sephora refused to accept and ship an order made by a customer because that customer uses her boyfriends credit card and ships to another name. When the boyfriend tried to call to confirm the order, instead of helping, Sephora refuses to speak (invoking privacy, when the only discussion is about validating payment) and accuses the customer of having a shared account or being a reseller. None of these are true or motivated. They imposed that the customer calls herself, despite being abroad and not speaking English well.

When that is so, they claim that the only way to resolve that, because the account would be "shared" is that she order with a credit card under her name (which she does not have) and shipped to her address (which she can't do as currently stuck abroad due to COVID-19). Sephora stated that her boyfriend can't make an account himself as they would deny it also, despite this person being in good standing with valid credit cards and fraudulent history with Sephora (no business relationship with them) or anybody.

Sephora has lost any common sense of customer service as well as no desire to help its customer who just wanted to order for herself. In this time of crisis, you would expect that Sephora would rather go out of its way to help and accommodate. But no, they decided that they will not help instead "reviewing account", refusing customers and refusing service that had noting fraudulent, illegal or even abnormal! How can this be.

In addition, doing so, Sephora.com violated several rule for online business:

When taking and accepting an online order, the business must notify if it delays or cancel the order. In this case, Sephora.com had confirmed the order, provided a delivery date (May 26,2020). It is only when checking on status on May 15,2020, that teh customer noticed that the order had been cancelled (Authorization failed). Meanwhile, the credit card bank confirmed that no attempt to run the card (and no denial) had taken place. By not having immediately notified the customer, Sephora.com broke the rule: https://www.ftc.gov/tips-advice/business-center/guidance/business-guide-ftcs-mail-internet-or-telephone-order. When pointed it to them, they couldn't care less. It is breaking the law...
When Sephora supervisors claimed that the customer was breaking it policy, they were unable to point to the policy in question or the appropriate clause. In fact they only manage to post rules for international shipment, which did not apply as shipping was within the US. It is also a FTC rule that an e-commerce company must display its policies and must provide them when request. Sephora refused to do so and by this again broke the law.
By refusing to accommodate request to assist Sephora also discriminated against their customer based on her origin as well as her disabilities (i. E. ADA).
By stating that her boyfriend would not be able to open an account, Sephora further showed today disrespect of customer service and denies service without cause.

So far, the customer has asked Sephora.com

To explain and show their policy (per FTC rules). It has not happened.
How they can resolve this and have the order shipped (or reprocessed) as requested. Sephora refused offering only that customer must call herself and must order with her own credit card to her own shipping address. None of these are spelled out in any terms visible online (and as per the previous bullet Sephora has not provided the policy... it is not AFAIK in their policy). They even refused to let her boyfriend create an account to order

Sephora has lost a repeat customer More importantly it has shown willingness to discriminate and not provide any service to a paying customer. With such an attitude, there are no good reason to actually shop at Sephora.

Unfortunately, bullies like Sephora always win because, although they broke the law it is not worth suing them! So if you are a lawyer, journalist or consumer organization who wants to investigate and help, feel free to comment we will put you in contact with the customer. It is only if the public react negatively that they will pay attention.

If you agree and do not want to support an non caring abusing and discriminating business, boycott Sephora and Sephora.com.

Summary:

On April 10, I purchased two UVA wands from wish.com.

Items were committed for delivery on April 22 and between April 27 and May 19. They never arrived.

On May 2 they reimbursed shipping cost for first article ($15) and said to contact back on between May24 and June 8 to get full refund. They changes date for second article to June 22,2020, without notification or option to cancel, which violates FTC rules for ecommerce.

Since May 24, I am unable to get refunded for either article. No option on virtual assistant. Support via email only refers to virtual assistant to get refund but as stated, instructions do not work and does not offer refund options.

Or they lie stating full refund (vs shipping) was made, it was not or that it is past the deadline of their refund policy (it is not how can it be if the say to get back by May 24 June 8). They run the clock to never refund! On June 8,2020 it has still not been refunded!

----

Detailed review:

Beware, avoid or boycott Wish.com

Wish.com is not the most impressive store but it is cheap. Most items seem to be coming form China, which explains the low prices and the long, very long delays to receive anything.

Over the last years, Wish.com managed to get more efficient.

Many items seems to be locally stored and other were more efficiently shipped.

With COVID-19, this has changed: most of the items simply do not arrive since mid-March 2020.

In March and April 2020, wish.com was helping, refunding shipping cost with delays and refunding items that did not arrive. Yet it became impossible to speak with a human (chat or phone) and a virtual assistant is the gatekeeper to being able to contact support!

Mid-April, May and June 2020, the situation has worsened significantly: Wish.com claims it has refund policies that kick 3 months after order (not after delivery etc.). March orders not delivered are now running against that. Yet the virtual assistant changes committed delivery date and the suggest that refund can only be asked 2 weeks several weeks after the committed date. Sometimes that date is past the 3 months and they try to assert it to refuse refund.

So far when it happened it has been possible to revert that. But it simply is a scam that they clearly are trying to play. Now the virtual assistant does no more offer path to get shipping cost refunded or refunds, despite past the date where it says refund can be obtained. In fact the option are not offered

OIf shipping cost were refunded, it now claims that refund took place as if full refund had taken place; something that hasnt been the case.

O No option to get full refund is offered.If you manage to contact support reusing an older email to *******@wish.com, etc.):

OThey tell you refund can only be obtained through virtual assistant Yet as discussed above that option does not exists!

O If you point this out, they still provide the same instructions

OOr they dont reply!

O If you are lucky to get a useful support agent, they will waste the opportunity by:

Asking you what item is missing (f more than one)

Telling you about the refund policy limit

Ask you to wait

Tell you that you are past policy when you are not and / or follow their explicit dates to request refund

But NO refund!

In addition, items ordered in March or early April are schedule for delivery end of June! The dates are actually changing.

I had a March order which was committed by April 22 and April 27- Mid May. Neither made it. The first one with changed target of May 2 and refund supposedly available on May 19, has still not arrived more been refunded. Policy limit is June 8!

The second was changed from Mid-May (19) to June 18! All without notification or opportunity to cancel! This is in violation of FTC rule for online orders (e.g. See FTCs Mail, Internet, or Telephone Order Merchandise Trade Regulation Rule - e.g.

https://www.ftc.gov/tips-advice/business-center/guidance/business-guide-ftcs-mail-internet-or-telephone-order). Conclusions: Do not order form wish.com anymore. It is not worth the hassle and the scam they are setting more and more overtly. They will scam you or at least try.If you do, use credit cardsKeep copy of all receipts, committed dates and communications with virtual assistant and be ready to dispute with your credit card company. You will need to dispute, I promise.

And you will need these documents.

Wish.com is now a scammer.

They have forgotten customer services: they simply do not answer, let a machine answer instead which does not have a refund option (other than shipping cost, sometimes). This company should be put out of business.

User's recommendation: Beware, avoid or boycott Wish.com Do not order form wish.com anymore. It is not worth the hassle and the scam they are setting more and more overtly. They will scam you or at least try. If you do, use credit cards Keep copy of all receipts, committed dates and communications with virtual assistant and be ready to dispute with your credit card company. You will need to dispute, I promise. And you will need these documents.