Not sure what to do now

[eagle100]

I know some of you are going to think i'm crazy but this store is driving me over the edge. To sum it up I purchased tv, tv stand, speakers, receiver from a specialty home theater store in Oct. (I had previous posts about that)

It took 15 days to incorrectly and incompletely hook everything up. Between the salesman manager and myself the store was to credit our credit card for approx $500. cuz they'd refunded the install and cables and such. (The credit card was one I applied for in the store 0% interest no payment 13 months deal) The store didn't credit the account. I would call and of course they'd done it it was a credit card mistake! Ya right. A brief email to the store owner and nothing was ever returned to me. The next time I called the store I was told to simply send an email and they would not talk to me.

That sets this mess up. Its been two months I've called the credit card and they suggested I put the transaction in dispute. I have the products but simply want credit for what I don't have. The credit card company said the entire purchase would be put in dispute. (They've been very helpful. Apparently the store won't talk with the credit card people either.) So yesterday in the mail I receive a letter from the credit card that they've credited my account the entire purchase, which is over $6K. Some of you probably think I'm crazy but that isn't what I wanted or want. I want to pay for what I have and not for what I don't have. Now we all know the store is waiting and will appeal the decision and then I'll have to pay it. What the h*** am I to do here? I purchased from them because they are a custom theater store so this type of thing wouldn't happen. They won['t take the merchandise back - they wouldn't do that 10 days after purchasing.

So..............any idea's? This is so simple and the darned store is well..........I don't know what else to add.

 

[Thaedium]

I remember those previous posts on this issue, and it still amazes me now. This stores business is satisfying customers with their products. At $6k, they can't afford not to have happy campers, or disputes at that.

It seems to me however that somehow they've got there wires crossed and have done all the wrong things in dealing with this situation. Perhaps you should head down there in person and ask to speak with the manager again to see if you guys can come to an understanding. Theres no saying the manager will even see you, but just remember to make them feel comfortable, and perhaps he will. Explain to him what you've explained to us. You want to pay for what you've got, and recieve credit for what they've failed to supply. You would prefer that this issue be resolved amicably, and not through legal actions.

You need not explain to them that this is in their best interests as well, bad press and bad experiences have a way of circulating and a way of ruining stores. Any patronizing on your behalf will only make this farce worse. This is something they should want to resolve just as much as you, and if they are not willing to meet you on this issue then were I you, I would have no problems in burning this bridge and maintain the status quo with the CC company and further push the dispute.

Mind you, I'm not really a nice person.

Good luck

 

[Seth=L]

Agreed, writing it down helps if you need to send a letter or call his superiors. The higher you climb the mountain the better reception you typically get. Higher up employees are typically concerned when it comes to customer satisfaction and will usually do more to be sure you are satisfied (but that doesn't always mean they will). You shouldn't just jump up the ladder though, start from the bottom, with the manager of the department or store and work your way up until you have the results you are looking for.

 

[fmw]

The credit card chargeback probably wasn't the right answer. Since it was a retail store, they will win the dispute because they have your signature on a sales receipt. They will win it without even talking to you. The bank gave you bad advice (what a surprise.) With mail order or on-line purchases you would win the dispute every time because there is no signature. In fact it is the most common way to steal these days. You buy something, do a chargeback and end up with both the merchandise and the money. It happens to me at least once per month. It is the fifth largest expense on our P&L.

What you should do is take the case to the highest level of management and explain that you will drop the chargeback as soon as all of your demands are met (assuming your demands are reasonable.) If that doesn't do the trick, you can file a suit in small claims court for a reasonable fee. It is just $35 in our local court. That will get the job done if communication and common sense don't prevail.