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Fraudulent refund behavior
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The quote below is directly from your policy listed on your website which I am including because I believe that this company, which I have dealt with before, will do the honorable thing and stand by their word.
“The credit applied is always charged back to your credit card. We can also applied your refund as a store credit. In the case of the initial order being paid by check or money order, we will issue a check for the refund amount.”
For anyone who has not heard my story, I will recount it below:
In early October, I purchased a MacBook as a gift for my 12 year-old niece. Upon arrival of the laptop, I turned it on, charged the battery and tested the machine. Since everything seemed to work fine at the time, I turned it off and packaged the laptop back into its shipping box and placed it on a shelf. Three weeks later, before I actually gave the gift to her, I decided to upgraded the computer’s OS to Snow Leopard.
This time when I booted it up, the screen displayed numerous horizontal white lines and numbers across the screen. I started to panic because I was going to give her the gift on the next day. So, I decided to take it to the “genius bar” at the local Apple store in Memphis. Finally, after three hours of waiting, my turn had arrived. The Apple employee hooked up my laptop to an adapter and hit the power button. Nothing. No blue screen, no start-up logo and no chime. There was nothing. Of course, I was immediately told that the problem was serious, either a motherboard issue or catastrophic screen problem, and it would cost me $280 to ship it to Apple for repairs.
Now, I was really panicking. I needed the gift for tomorrow; besides that, I was not going to pay $280 for something that I had just bought three weeks ago. So, I bit the bullet and went out to buy another computer.
Two days later, I called DVWarehouse and filled him in on the details. He was very pleasant and told me about including the RMA / invoice number and shipping it back to DVWarehouse (FedEX, which I paid for plus insurance). Then, the sequence of events followed next.
A week went by no word; but it was during the Thanksgiving holiday, so I waited.
Finally, at the two week mark, I call and was told that a refund would be credited back to my card. More days went by, no word.
So, I called again to ask about the delay. At that time, I was told that the refund would appear in my back account in TWO days.
Those days went by, and nothing. So, I called again. This time I was told I would get credit back to my account---store credit. I was shocked!
All of the previous calls, I remained calm and collected. However, when I was informed that I was receiving store credit instead, I exploded. I do not need store credit. What am I going to do with store credit--buy my niece another computer for her next year’s birthday. This whole ordeal has been a fiasco. Due to the receipt of a defected computer, I had to spend significantly more money for a quick replacement, pay for shipping charges both ways to DVWarehouse with nothing to show for it, and the added frustration and financial strain of not receiving my money which was promised to me on more than one occasion
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