Next Steps advice - unscrupulous merchant.

[Flyfish1]

I'm frustrated and would like some advice as to the next steps to deal with an unscrupulous merchant.
I ordered boating related products from a web site with lots of good reviews. The order arrived after 3-4 weeks and it was completely wrong, all the pieces were different sizes than what I ordered. I emailed the person and he admitted the error and asked me to return the items. After some more Googling this is a small merchant operating out of an apartment building in FL. He probably outsources everything to a third party. I had to pay for the return of the items. He assured me that he would promptly ship the proper sizes. Several weeks went by and I reached out in a very legally aggressive email and he immediately responded that the new items were shipped that day. That was 4 weeks ago. Nothing has arrived. I have called and left messages and sent several emails - zero response. Total spent was $450 ish. Do I send a certified letter? Do I blast him online - which I hate doing, but he deserves it. What next?

 

[Al18]

Contact your credit card company and ask for a refund

 

[MichaelB]

If you paid with a credit card, file a dispute with the CC company. You can also file a dispute with the seller’s BBB and state consumer protection or Attorney General.

Save the online complains for later. Now is the time to focus on resolving the dispute.

 

[Flyfish1]

Yes I did pay with a credit card. I will reach out to Chase tomorrow. I wasn't sure that would be a viable option due to the length of time involved.Thx.

 

[MichaelB]

Yes I did pay with a credit card. I will reach out to Chase tomorrow. I wasn't sure that would be a viable option due to the length of time involved.Thx.

The delay may be a problem and Chase may say no, but it still should be the first thing you do. Your state’s consumer protection and /or Attorney General office immediately after Chase. Then the BBB. Florida consumer protection office is pretty weak

 

[Gumby]

This is the place to file a complaint with the Connecticut Attorney General.

Complaint Form Landing page

portal.ct.gov

 

[Texas Proud]

I do not think you will have a problem as you were trying to get it fixed with the merchant... make sure you put that info in your response...

 

[The Cosmic Avenger]

The bank shouldn't hold the delay against you because most or all of it was because of the seller. And I would try to get the return shipping back, too, you should never have to pay for return shipping due to the seller's mistake.

 

[Markola]

You could hire my wife. She will chomp on the hind parts of a faceless corporation that has made a mistake like a starved Rottweiler.

 

[MC Rider]

You could hire my wife. She will chomp on the hind parts of a faceless corporation that has made a mistake like a starved Rottweiler.

Good thing you are not a faceless corporation.

 

[Aerides]

If it's less than 60 days there should be no issue, and most decent CC's will at least try if you go a bit over. Make sure you have proof of sending the return, and keep all correspondence.

Also, most CC's let you start a dispute online, any time any day, no need to wait and call.

 

[MichaelB]

The EFTA allows for 60 days from the date of the monthly statement where the charge appears.

I did not know this but Visa and MC now give 120 days in some cases.

 

[Aerides]

The EFTA allows for 60 days from the date of the monthly statement where the charge appears.

I did not know this but Visa and MC now give 120 days in some cases.

Yes, and Amex has never held fast to this rule. At least, not to start the process. However, they all have to adhere to some degree of internal rules about the outcomes, about when chargebacks can be done or not. Typically, no good credit card should say "nothing we can do" at day61 - and if they do, get a new card issuer.

Most good issuers will at least attempt to intervene, and ask the merchant for their proof of delivered goods, etc., even if it's out of time. And things like online orders, if the merchant billed you on day 1 but didn't ship until day 17, that's a ding on the merchant and might reset the clock. They aren't supposed to bill until shipping.

There are lots of process-step dates besides the initial dispute rule.

 

[Walt34]

I'll repeat the others and say start by disputing the charge with the credit card company. You (if you pay your bill on time as forum members do) are much more valuable to them than some two-bit merchant operating out of his apartment. Credit cards are a heavily marketed product and the customers are expensive to get and to keep. Small merchants are a dime a dozen. All this means the CC company WANTS to resolve this in your favor as long as they can legally and contractually do so. Or they should if they have an ounce of brains, which of course not all do.