Does anyone else think that customer service just gives false and empty “Sorry for your inconvenience. This not something we want to hear and I assure you, we will make sure it doesn’t happen again” ugh the same false promises. This time, Wyze was screwing me out of my promotion. They want to change an order AFTER it’s placed to knockdown how much promo you get. Then when you try to get it handled, they offer nothing to the table…
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Can you be more specific?
- What was the promotion?
- Did they give any reason why it was removed from the order after you placed it?
- Did they restore it or make you whole in some way?
- Did your original order confirmation upon submission show the promotion on it? Do you have a copy of it in your email or order history showing it was confirmed? If so, and they didn’t restore it or make you whole, what is your support ticket number?
Absolutely I can be more specific. The promotion is if you order through the app, if you order $50 or more you get $5 promo, $75=$10 promo, $100=$15 promo. I order 2 qty Wyze Lamps, 2 qty 2-year warranty, and the guaranteed delivery price of $1.95 automatically was applied to my cart (on that note, that’s sneaky AF in my opinion instead of just asking you, they put it there automatically). My subtotal was $99.91. $0.09 shy of the $100 to get the $15 promo. So I added a different delivery guarantee for $2.15. That made my cart $100.11. $0.11 over the $100 limit to get the $15 promo. I ran through the order, checked out, before hitting submit I double-checked everything to make sure it subtotaled over the $100, then placed my order. I get an email the next day about my ordered is put together ready to ship, as well as got an email giving me a $10 credit. Yeah no. So I went back on to the other email to look at my order, and AFTER I placed my order and before I got that email, they reverted the Delivery Guarantee to be $1.95 therefore dropping the subtotal back down to $99.91. Yeah, I know it is petty AF but that’s messed up changing after I already paid. If it would have changed it prior, I had a mount I could have added but it was $10 and I don’t really need it but could maybe use it in the future. Maybe. So I reached out to customer service, gave them all the info and explained everything, gave them screenshots and images to backup what I am telling them ( I screenshot everything anymore with any company for just in case because I have had things go wrong before). They said they had to forward it to a higher department. So this morning, I get an email. The ridiculousness and lack of comprehension or just laziness. Here’s said email:
Joana (Wyze)
Sep 26, 2024, 7:43 AM PDT
Hi Josh,
Thank you for reaching out to us. We value your patience as we clarify the Wyze promotional credit you have received. My name is Joana and I am a member of the Wyze Wizards Orders Team. I’m available to provide you with assistance following my colleague.
We wanted to clarify that you received a $10 Wyze Cash Credit because you spent at least $75 on Wyze hardware which is the Wyze Floor Lamp. To receive the $15 Wyze promotional credit, you’ll need to spend at least $100 on Wyze hardware.
Please let me know if you have any questions or need further clarification.
Regards,
Joana Wyze Wizard
What is funny is that I quoted more of the promotional details to the agent who took down the issue than Joana had written. I mean, I can only assume she thinks I am uneducated, slow, or just stupid and will just be like “okey dokey”. Then I tried reaching out through phone and was treated EXPONENTIALLY WORSE…
Wyze Ticket 4087176
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Thank you for the extra details. 
Let me escalate this to someone else to get some eyes on the situation. Since I don’t work for Wyze, I can’t promise anything, including whether you will get a direct response. I can only promise I will make sure someone else reviews the situation for you.
Honestly, I am surprised that Services like extended warranty or delivery guarantee would qualify toward such a promo. I am used to companies only allowing actual products to count toward these things, but they clearly did allow it to qualify per the response email.
In my opinion, what they need to do to make this right is to give you an extra $5. You got $10 already for being up to $75 by their auto-calculation, and so the extra $5 is missing. If they can apply that, I would say it’s satisfactory on principle. I hope to hear back that this is agreed to. Especially with your screenshots and their ability to look at the order details, they should be able to confirm your story and agree to it. If I was a customer service rep (and I was one for several years through college), this would be a no-brainer to me. I would’ve totally issued you the extra $5 credit from my own discretion. Hopefully someone at Wyze agrees with me.
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I agree with your ideas. However, it’s a moot point as while I was on the phone with customer (dis)service and getting completely turned upside down by all the (insert expletives here). I double checked with her that it was recorded call and when she said yes I went to go walk outside and buy sheer coincidence UPS is walking up with the lamps and I told her to stand by and listen and I walked up to the UPS guy refused delivery and so it’s back on the way to Wyze. Like I said earlier, it sounds petty is all get out but I’ve had so many problems with customer service I’ve never gotten follow-ups on anything. Literally never and I’ve had constant issues with my services not working and I get the bottom run agent trying to do something but as soon as they transfer it to this mysterious place somewhere buried deep inside the company where only they can email you (because if you email them back they don’t respond) with information on what they are going to do for you. As I already copy and pasted the entirety of the email when you asked for more information, that is typical of responses I get back where it is a response that requires no further communication. And every time they do this, I always have questions because it doesn’t make sense when they send me information like steps to take for my services not working even though I’d already found that information through the forums and community and have already tried that to include when I talk to an agent before they escalate it, I mentioned to them every step I’ve already taken so as you see they don’t help they literally just post with what they think you should need without actually reading into what you’ve already done. I guess maybe that would be a failure on the first agent’s part because they’re not notating correctly. For example, my last conversation I had over the phone with an agent before this current issue, my services would just stop recording anything. I called them up and explain to the agent what’s going on and I let them know that I went through all the help topics and tried everything that was suggested and I listed to them everything that I tried. I got an email follow-up about a week later that was copy and paste from the help section. And then at the bottom it says please reach out if you need any further assistance. So I emailed back and it’s been many months since then. So no they do not respond back. But if you call again and talk to another first tier agent, then you restart the process and it’s like groundhog Day to where you give them all the information, they forward it, then you get an email with basic copying paste of things you should try to get your services working again even though you had verified twice now that you have tried everything that not only was in what they were trying to forward to you in the email but also other things that other users have tried and worked. So trying to deal with customer service is literally like trying to put out a fire in front of you but you keep walking backwards.
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They wouldn’t hire me for CS job.
Now I could understand why. It’s because I’m too honest.
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Oh, I totally missed this when I first read your response. And the promo terms do clarify it is only hardware that qualifies. Me having a reading comprehension mistake in this case is why I previously said this:
I totally misread the response, thinking they counted the warranties and I was confused and surprised by that.
I think that was a good option for you in this case to be honest. There was too much misunderstanding/miscommunication and you would not have been satisfied after all that. I think you made a smart move for your situation. Thanks for clarifying that none of this matters anymore since you refused delivery.
Still, I understand your frustration with things not going how you expected. I think they should do a better job at checkout of showing people exactly what they qualify for with current promos before they submit an order. That would avoid this kind of thing going forward. Either way, I did send your situation on to an employee, though now that we know it’s being refused and returned, there won’t be much they could do anyway, but rest assured your feedback will be heard by people at Wyze higher up than the regular support agents.
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So just so there’s no confusion and people maybe not understanding what I’m talking about or they haven’t done through it but hopefully this screenshot shows up and I just ask a question of everyone that is on this thread, what do you see at the top? Because if it is a failure of their programming they should still honor it due to the fact that it is what it is. Just saying.
By the way after reaching out to Joanna again and finally getting a response that’s even more unhelpful which is typical with this company I went on to see if they might have changed things but I did a mock order This morning hoping that they would have fixed the issue but I’ll try and upload a second screenshot for you as well. And this is from this morning. The first one is my original order:
