Ashley ordered a special occasion dress from the website of a manufacturer in China. She didn’t realize that the company was in China, despite the “About Us” on their site saying so, and the deeply mangled English on display on many of the pages. But no matter–sometimes shopping direct on Chinese sites can be a pleasant money-saving experience. This wasn’t. Her dress looked nothing like the photo of what she ordered, and the company will only refund her if she ships the fluffy dress back to China. That will cost $138, when the dress cost only $142. She’s not the only customer in this bind. So what should she do? [More]
Penelope and her husband hired a licensed electrician/handyman she had worked with before to replace the breaker in her house. Miscommunication and what looks like laziness on the electrician’s part meant that he missed several scheduled appointments-stopping by but not calling, then just not showing up at all. Now he’s charged their credit card, but is ducking their calls and won’t come out without being paid for another service visit. So Penelope and Mr. Penelope did what any sensible person would do: installed the breaker themselves, and requested a chargeback. [More]
Whenever someone has a dispute with a merchant over a credit card charge, we always suggest they attempt to issue a chargeback through their credit provider. But not all card issuers and credit card networks handle chargebacks in the exact same way. [More]
Kentaro already went through a dispute resolution with PayPal for an HTC Droid Eris he sold on eBay. He says the reason for the dispute no longer exists, and anyway, he won and that was supposed to be the end of it. But now he owes $287, according to PayPal. [More]
Ed and his wife successfully filed a chargeback against Expedia for a canceled trip earlier this year. Now he’s being dunned by a collection agency for the amount that Amex refunded him. [More]
As we noted last week, Luxottica is the company behind pretty much all eyewear on the market these days, and you know what that means when it comes to customer service: if you don’t have to compete to keep your customers happy, why bother? That’s why Patricia is facing a ridiculously high repair fee, but can’t get through on the provided phone number to tell Luxottica to cancel the repair. In fact, every time she calls she’s put on hold and then disconnected. [More]
Poor Victoria, all she wanted was a queen sized bed. Expedia told her she had one, but when she arrived at the Mosser Hotel, what she found was a double bed and a moldy room. After both Expedia and the Mosser refused to issue either a credit or an apology, Victoria called American Express, which quickly issued a full refund. Now, Expedia has decided to get their money back by sicking debt collectors on Victoria. [More]
Ben wrote in a few weeks ago to share his successful chargeback after he and his girlfriend were rained out of one day of their three-day passes to the recent All Points West festival in New Jersey. His story raises questions about the definitions of the term “rain or shine.”
We’ve always heard good things about Zipcar—the biggest complaint from friends here in NYC is that reserving one in the summer requires a lot of patience. Jen and her friend, however, just had an experience that was so bad that Jen finally had to dispute the charges on her card, and now she says she’ll never do business with them again. Based on her encounter with them, we think she has a good reason to feel that way.
Ryan is stuck in a bad situation. His father is friends with a the guy who owns a local furniture store, and the store has failed to deliver some custom-made furniture that was fully paid for up front as a goodwill gesture. Now Ryan wants the order canceled, but the owner and his wife are refusing to cooperate.
Christopher and his wife bought a crib through a local store, and two and half months later they still haven’t received it. Now the store is going out of business, and Christopher isn’t sure what he can do to get his money back.
Tony bought a Tempur-Pedic mattress from healthyback.com last December, and they sent him two pillows as a “free gift.” Tony didn’t want the pillows, but HealthyBack refused to take them back, and assured him they were part of a promotion.
A reader who works in the chargeback section of a major credit card company has just about had enough with people tossing around “chargeback! chargeback!” as the solution to every customer service problem. While it is a great tool, you gotta make sure you use it right. To help you do that, here’s our credit card company insider’s guide to the top 10 reasons why your chargeback will get rejected.
American Express has given her an “interim” refund in full, pending a review that will involve the credit card company presenting to PIC officials all of Blessman’s documentation on the services she feels she was denied.
DSW is playing dirty with Brook, who tried to legitimately order two pairs of shoes on January 30th. Due to an error on DSW’s side, the order was never fulfilled. He called and resolved the problem and they re-processed the order, but a few days later DSW decided to send the order a second time, and this time they jacked up the price by $20. They won’t let him cancel the order and say they’ll only refund the smaller of the two amounts if he returns it. Surprise, DSW! According to the FTC, you just sent Brook some free shoes.
A Time Out New York reporter paid nearly double MSRP for a new G1 phone she bought off Times Square from Cellular Stop. After she realized she’d been had (internet access and texting were sold to her as “add-ons”), she went back to the store asking for an explanation. Instead, she says, six clerks began circling her and her friends, screaming and cursing and threatening to “break” their “fucking faces.” Her friend was tossed against a wall and another clerk tried to smash her camera.