The review period was crucial and I was denied that review period because I could not log in. Neither could I reach customer support to figure out what to do. I am now trapped and I am extremely dissatisfied. The guarantee promised I would be thrilled and blown away within 72 hours, but they will not refund.

1. I signed up but never got an email about how to log in.
2. I requested username and password from the online support system in an attempt to be proactive.
3. I was sent a username and password for my email, but when I tried to log in, I got the message that my account was frozen (see attached screen grabs).
4. The satisfaction guarantee says they "don't want any investor in our membership who isn't THRILLED to be here. So if in 72 hours of ordering, you are not completely BLOWN AWAY, say the word and it's 100% money back guaranteed, even if my team already built your entire System!" I could not log in. In 72 hours I was only frustrated, not thrilled or blown away. To me this is a satisfaction guarantee, that they are guaranteeing satisfaction in 72 hours of using the service, and they don’t want a member who is not thrilled. I was frustrated and stranded without any customer support. So I requested a refund. It took 5 days to hear back from customer support, and they are refusing to refund.
5. They never sent the 5 bonuses they promised or any mention of how to get them, although they are keeping my $400.
6. They also offered a laptop but did not explain the details of how to qualify for that during checkout.
7. Customer support is too slow and unavailable during the review time. Customer support never addressed any of the issues mentioned in this complaint (couldn't log in, did not get bonuses, terms were never detailed, it is a satisfaction guarantee).
8. The guarantee is false advertising, the bonuses are false advertising, and the laptop incentive was false advertising.

REI had the following responsibilities: to notify me the account was ready and how to login; to send accurate login information when I requested it rather than a login that tells me my account is frozen; to have live customer support available during the review time to make sure things are working right; to make sure customers are satisfied (as per the guarantee); to listen to customer complaints and to address problems; to understand that someone needs to see the system during the review time; to understand that the system is not for everyone; to provide the bonuses that are advertised; to provide details BEFORE checkout about any conditions on any bonuses; to promote their services responsibly and not engage in false advertising.

I begged REI to honor the satisfaction guarantee and they refused to take any responsibility for the failure of their system. They have denied the refund due me.