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237 posts

Master Geek
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Topic # 56829 25-Jan-2010 12:34
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On December 27, 2009 I ordered a desk & chair from arguably the largest NZ owned stationery supplier using a Visa Debit Card,  I received the chair on December 30 but not the desk, the total value of the order was deducted from my bank account on December 27, 2009 (although the final transaction date was December 30).

I checked the packing slip and discovered the desk part of the order was cancelled,  so I called their "customer support" line and was informed they were unable to supply this item as despite their web site showing this item was in stock, the manufacturer had discontinued this product and was advised a refund for the item & freight would be processed immediately.

January 7, 2010 called them again and was advised the Team Supervisor had not had a chance to process my refund, but it would be done the following week.

January 19, 2010, called them again and was advised they had made an error and credited someone else but they would fix the problem and I would have my refund in my bank account either January 20 or January 21.

At the time of writing this on January 25, I have yet to receive my refund.

Am I being unreasonable in thinking this is completely unacceptable,  both in regard to being charged for an item that was not in stock and then despite almost a month passing, for me to still waiting on a refund ?  (Bear in mind this is a MAJOR public company I am dealing with).

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515 posts

Ultimate Geek
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  Reply # 292856 25-Jan-2010 12:37
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You sound very reasonable to me. Your card shouldn't have been charged unless the item was actually shipped to you; I thought this was the policy of all decent retailers (both online and off).

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Ultimate Geek
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  Reply # 292859 25-Jan-2010 13:02
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You are being both tolerant and responsible. I suggest you speak to someone at the top of the management chain to resolve your complaint.




that would be an ecumenical matter

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Uber Geek
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  Reply # 292863 25-Jan-2010 13:24
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Normally with a credit card you could raise a dispute with your card issuer and the charge would ultimately be reversed. I'm not sure whether similar recourse is available with a debit card, but it would be worth speaking to your card issuer or reviewing your card terms and conditions to see what can be done.

Failing that, serve the retailer with written notice that you will raise a case with the Disputes Tribunal if you do not receive your refund by a certain date. Make sure that you act on this if they fail to comply.

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Geek


  Reply # 292885 25-Jan-2010 14:35
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Go to the top. Check out www.companies.govt.nz for the owners/directors. Always gets results.

Don't stuff around with staff or if you must wait, on phone whilst they process your refund and add some extra dollars for aggravation



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Master Geek
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  Reply # 292909 25-Jan-2010 16:43
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Taking a guess on the way this company might use email addresses, I sent an email to their Chief Executive Officer.

Less than one hour later, I had a phone call from the Customer Support Manager, full of apologies promising my refund would definitely be credited to my bank account today and in addition to the refund, a separate payment of $20.00 would also be made.

It will be interesting to see whether this actually happens after so many previous broken promises.


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Geek


  Reply # 292914 25-Jan-2010 17:14
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there you go, that was easy

cool

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Geek


  Reply # 292916 25-Jan-2010 17:15
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I should have added......customer support doesn't like phone calls from CEO

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Geek


  Reply # 292929 25-Jan-2010 18:07
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I'm sure someone in customer support, is now nursing a chewed ear. If you want to get something done never deal with any manger lower than the national sales manger or the like - they don't like getting involved in this kind of stuff. Also an effective way of debt collecting.

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Uber Geek
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  Reply # 293029 25-Jan-2010 23:32
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kiwiscoota: On December 27, 2009 I ordered a desk & chair from arguably the largest NZ owned stationery supplier using a Visa Debit Card,  I received the chair on December 30 but not the desk, the total value of the order was deducted from my bank account on December 27, 2009 (although the final transaction date was December 30).

I checked the packing slip and discovered the desk part of the order was cancelled,  so I called their "customer support" line and was informed they were unable to supply this item as despite their web site showing this item was in stock, the manufacturer had discontinued this product and was advised a refund for the item & freight would be processed immediately.

January 7, 2010 called them again and was advised the Team Supervisor had not had a chance to process my refund, but it would be done the following week.

January 19, 2010, called them again and was advised they had made an error and credited someone else but they would fix the problem and I would have my refund in my bank account either January 20 or January 21.

At the time of writing this on January 25, I have yet to receive my refund.


Am I being unreasonable in thinking this is completely unacceptable,  both in regard to being charged for an item that was not in stock and then despite almost a month passing, for me to still waiting on a refund ?  (Bear in mind this is a MAJOR public company I am dealing with).


 

I would have thought they would have had to provide you with what you ordered, as you entered into a contract and they accepted your payment. Maybe you should ask for a full refund and for them to arrange for collection of the chair, and purchase elsewhere.



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Ultimate Geek
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  Reply # 293038 26-Jan-2010 05:05
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good result, glad it was resolved so quickly.




that would be an ecumenical matter

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