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I used to work for a bank so I want to let you know that documentation is the KEY! Take in any correspondence between you and the vendor, especially if it shows that they acknowledge that the product is not up to standards.
Stick your grounds, the banks/cc companies will ususally make minimal efforts unless you stay on them.
Good luck!!:)
@moderndaisy: I did this 3 times and the money was immediately credited back to my account by my bank. Some companies allow you to do it online directly from your statement, but I called customer service with the details and explained the situation.
I purchased a pair of sneakers online and had to return them 3 times because they were the wrong size, wrong pair, and ripped. I finally got fed up and disputed the charge when the company wouldn't refund my money. I have to say my bank was pretty good about it, had money in my account the next day.
@drakela2: I actually do have some photographic evidence so I'm hoping that will help. Other than that, I only have my account of what took place and my conversations with the merchant so it might turn into a he said she said. Basically the merchant is trying to make up reasons why the item I have is acceptable, but I have pictures showing how different it is than the item I actually ordered.
I had a friend dispute a charge and it was refunded. But, as the other (very smart) pp's have said, documentation was key. She had tried to get a refund through the store she made the purchase at and was unsucessful, but kept note of every e-mail and every phone call she had with the store, which helped with her disputed charge.
Good Luck!
I handle chargebacks (fancy term for cc disputes) at my company (the corporate office of a retail chain). In cases of fraud, the victim almost always gets a reversal since we can compare signatures. In cases of misrepresentation, damage, customer service, etc... it's a little more challenging. Based on just the brief decription you gave, it may be a long road for you. Merchants (especially larger ones like my company) employ people who's job it is to deny these disputes and provide proof that the customer doesn't deserve a refund.
Have you made an attempt to return your merchandise? If so, what was the reason the store wouldn't take it back?
I don't know how detailed you want to get but if I had more info, I could give you a better idea of what to expect.
The way disputes and chargebacks work is this. WHen you first dispute it, they will refund you the money pretty quickly and then notify the business you bought it from. They then provide their side of the story and often times the chargeback will be reversed, which means even though they refunded you the money they can still reverse that decision. I know this because I worked in the accounting office for a company. It all depends on how much you can prove vs how much the merchant can prove
@bells: Yep, this happened to me. I once bought an iPod from a store here in NYC and he said he mailed it to me. But he never did. Because no one was at home to sign the delivery slip (which incidentally I never got). I appealed to the CC, they gave me my money but when they talked to him, they then took the money back. I was so pissed. I then started calling the guy, emailed him, sent him a certified letter, nada. He never responded. It took about 6 months but I was able to show the cc that he NEVER intended to sell me the iPod and that I never got my merchandise. I was pretty pissed though. Good luck.
@UpstateCait: I did make an attempt to return it twice. It's too detailed to get into the entire story, but when I originally realized the problem I asked for my money back but compromised on the merchant trying to fix the problem. Then when it wasn't fixed I asked for it back again, but was told that the item I have is good enough even though it isn't the same as what I ordered. So the merchant hasn't actually said flat out no to me, but is trying to justify that the item is good enough. Now I can't even get a call back which is why I'm turning to the CC company.
Yep have disputed and have won each time. Last time was a fraudalent charge not made by me and I got the money back.
@moderndaisy: It's probably going to be tough. The retailer will be able to prove that you received the merchandise and you've already confirmed that you did. Since the retailer has already tried to make it right, it will make them look good to the credit card company. I know this sucks and it's not fair since you're still not satisfied but it is what it is.
@UpstateCait: I appreciate the feedback even though it doesn't look very promising for me. I have no idea what to expect since I've never disputed a charge before. I definitely at the very least learned a valuable and expensive lesson not to pay a cent until I have the finished product in my hands, but I'm hoping there is at least some kind of recourse for me.
I would try it--or explain to the merchant that you would like him to accept a return or you will be going to your credit card company to report the dispute, as well as the better business bureau. He might blink and back down. That sucks you did not get what you ordered. Next time refuse delivery.
He could take you to small claims court even if the cc company refunds your money.
@justelope: I'm sorry HE could take ME to small claims court?? I seriously hope you misstated that. Because I have clearly done nothing wrong in this situation, I was promised one thing and given another, it was a bait and switch. And now he's using all this 'industry' jargon to try and convince his dumb little customer (me) that what he's provided for the $ I paid is good enough. Sorry to go off on a rant, but that is absolutely ludicrous that he could potentially come after me for trying to get my money back when he was dishonest.
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If so, what was the outcome? I am about to make my first dispute ever and it's on a pretty big purchase. It's a long story and I don't want to share what the merchandise is for privacy reasons, but I'm wondering what the outcome usually is when a charge is disputed for consumer dissatisfaction.
The merchant in my case actually did make an attempt to fix the problem with the original item I purchased, but it took months and still wasn't done to my satisfaction. Now after months of waiting and stress and still not having what I paid for, I just want my money back while the merchant wants me to accept what I have as the final product.
Thank you in advance for sharing your story!!
ETA: Also, do you mind sharing the amount it was for?