Trouble with return to The Daylight Company

[Flyfish1]

So, we purchased a floor reading lamp from The Daylight Company that was advertised as having a "warm reading setting". I carefully opened and assembled it and hated it. I'm very sensitive to light. Anyways we called and obtained a return authorization code from the company. But they don't pay for return shipping so we had to pay for that. The package shipping was insured for $500. The company never acknowledged receipt of the lamp. So we called and were told that it was opened ( no kidding ) and it was damaged and unsellable. ( Now, I am super careful with things like this, there was no damage whatsoever to the lamp and I carefully put it back into it's original packaging.) So they would not refund our money. We asked for them to ship it back to us and they have stalled for a week promising to update us via email, which they never did. Called again today - got the same representative who stalled and said she would get back to us about returning the item in a few days.

Ok - so I'm out the cost of the lamp plus shipping and additional cost of insuring the shipping. If they return it I'll give it to one of my kids or sell it on Ebay. But the company thus far has not returned it. Could it have been damaged on return shipping, sure. But I can't prove that, nor do I have access to the lamp to take pictures and file a claim with UPS. I am seriously being ripped off here. Other than writing a nasty letter to the company what are my options? Small claims court perhaps, but the company is a plane flight away so that won't work. Thoughts?

 

[braumeister]

They get good reviews on Trustpilot so this sounds like an anomaly. You might try putting your facts out on review sites and rely on them monitoring their social media reputation.

Daylight Company is rated "Excellent" with 4.5 / 5 on Trustpilot

 

[Flyfish1]

Yes, but that won't get my money back.
And I did write a one star review on Trustpilot.

 

[Aerides]

What credit card did you use? Some offer return protection.

 

[Flyfish1]

Yep- calling Chase tomorrow to initiate a complaint. I was going to cancel the CSR card but I'll wait a bit.

 

[Walt34]

Read the fine print on your cc statement. As I recall you have 60 days to contest a charge for defective purchases and since it's so difficult (and expensive!) for the cc company to attract a new customer they almost always side with the customer. And some cc offer even longer periods to contest a charge.

 

[Aerides]

Yep- calling Chase tomorrow to initiate a complaint. I was going to cancel the CSR card but I'll wait a bit.

If that's the Sapphire Reserve it might well offer more than standard disputes. Look into whether they have specific return protection as well, (Amex Platinum does, though only $300 per incident). It's designed for when a return is not allowed though. Yours is a bit of a different situation. Still, you returned it, you attest it was in new condition, just repacked, and you should win.

 

[Jerry1]

Since you insured the package, you might want to get the shipper involved. Maybe start a claim? Assuming it’s UPS or FedEx and the company has some relationship with them, maybe that can help break the ice jam.

 

[Flyfish1]

Since you insured the package, you might want to get the shipper involved. Maybe start a claim? Assuming it’s UPS or FedEx and the company has some relationship with them, maybe that can help break the ice jam.

Maybe - but I have no proof of damage except the statement from the company. No pics, nothing. No matter what I will file a complaint with the BBB, although I feel like that is just like telling my dog how I was ripped off and all he wants is breakfast.

 

[COcheesehead]

Maybe - but I have no proof of damage except the statement from the company. No pics, nothing. No matter what I will file a complaint with the BBB, although I feel like that is just like telling my dog how I was ripped off and all he wants is breakfast.

The BBB is useless. Your credit card is the best choice.

 

[Flyfish1]

The BBB is useless. Your credit card is the best choice.

Thanks - I feel a little silly being upset about a $420 lamp purchase. But I HATE being ripped off!
Little bit of history behind that dating back to 2007 -2008 but we don't want to shift this lovely discussion down that road....

 

[Koolau]

It seems likely the company is trying to keep the lamp AND your money. Yes, call the CC company and hope for the best.

 

[Flyfish1]

So just a follow up.
I called Chase and filed a dispute claim, gave the person all the details and at the end of the call she said your dispute is settled and you will receive a full refund in 48 hrs or less.
Cool! I was going to cancel the Chase Sapphire Reserve card, but that was really good customer service. Although their fees are still absurd.

 

[COcheesehead]

Anytime we have an issue with a purchase on a credit card, we dispute it. I don’t think we’ve ever lost.