I have a unique situation with an item that I purchased - I'm just curious to see if anyone is more in the "know" than I am around shipping policies can tell me how this usually works. Right now, I'm a little ticked at the company but wanted to do a reality check before calling in and complaining.
The situation: I bought a computer case from one of the large online computer hardware stores. Not going to name names yet. After it had shipped, their price on a better featured model in the same series dropped under what I paid for the first case. So, I called them up hoping to at least see if they would knock a bit off the case I bought since the other one was so much cheaper now. Never hurts to try I figured.....
Instead, the CSR told me to refuse delivery on the first case and order the other one. He would make a note on my account and when the first case came back they would go ahead and refund the money. So I went ahead and did that.
This happened a month ago, and no refund in sight. So, I emailed customer service last week and got the response that there was a shipping damage claim in progress and my refund would be waiting till that was reconciled. That timeline would be a 4-7 days. The week has passed and it's time to give them a jingle and figure out what's what.
I've only refused delivery of two items in my life - the first was with Amazon. A couple hours after the UPS man re-scanned it as refused I got an email from Amazon stating they had been notified of the refusal and were immediately issuing a refund. Now that's service, and what I'm measuring this other company against!
I'd like to be a bit patient here, but it's been a month already. There is part of me that is ready to call my credit card company and request a chargeback if I get the same runaround when I call again. In my simple world, I never took delivery of the item so I don't see why my refund is being held up for shipping damage.
Does anyone have real world experience with this sort of issue - who is responsible for what here relative to damage? I think the refused delivery is a key item here, and don't know if it changes anything?
The situation: I bought a computer case from one of the large online computer hardware stores. Not going to name names yet. After it had shipped, their price on a better featured model in the same series dropped under what I paid for the first case. So, I called them up hoping to at least see if they would knock a bit off the case I bought since the other one was so much cheaper now. Never hurts to try I figured.....
Instead, the CSR told me to refuse delivery on the first case and order the other one. He would make a note on my account and when the first case came back they would go ahead and refund the money. So I went ahead and did that.
This happened a month ago, and no refund in sight. So, I emailed customer service last week and got the response that there was a shipping damage claim in progress and my refund would be waiting till that was reconciled. That timeline would be a 4-7 days. The week has passed and it's time to give them a jingle and figure out what's what.
I've only refused delivery of two items in my life - the first was with Amazon. A couple hours after the UPS man re-scanned it as refused I got an email from Amazon stating they had been notified of the refusal and were immediately issuing a refund. Now that's service, and what I'm measuring this other company against!
I'd like to be a bit patient here, but it's been a month already. There is part of me that is ready to call my credit card company and request a chargeback if I get the same runaround when I call again. In my simple world, I never took delivery of the item so I don't see why my refund is being held up for shipping damage.
Does anyone have real world experience with this sort of issue - who is responsible for what here relative to damage? I think the refused delivery is a key item here, and don't know if it changes anything?
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