Re: Advice on Bradington-Young Recliners
Perfect. Chargebacks are easy for you to do as a consumer, and require a lot of work on the part of the merchant. You should still do the demand letter before beginning the chargeback proceedings - there is no rush. The Credit Card companies want to see good effort on the part of both parties to resolve the issue first, and they only recognize a paper trail - so you need to send the letter first. Keep it simple and short: 1) You did not get the product you ordered 2) The Merchant solution is for you to spend more money modifying the pieces to alter them 3) Only a refund or replacement of the product is acceptable. 4) Give the merchant 10 days to apply a credit and/or pick up the chairs.
If you don't hear back from the merchant after the demand letter than begin the chargeback, keeping a paper trail of all communication. Here's what happens :
The Merchant receives a chargeback notice in the mail along with a $ 35 fee debited from his account. The disputed funds are immediately taken from his account and applied to yours. The merchant has no say in that. Then he has 10 days to respond in writing why he contests the chargeback. If he does nothing, then the chargeback stands. You do not have to return the chairs.
If the merchant contests the chargeback, then once his documentation is received, the money is reversed and put back in his account, and yours is debited again. This is automatic. You then have 10 days to counter file your complaint in detail. If you don't, then the issue is over. If you do - the it goes to a decision committee who will review the charges and the paperwork and decide who is right. Their decision is binding and cannot be reversed. Note that no one actually even looks at the complaint until the Decision Committee gets it - its all automatic up to that point.
You still would have Small Claims you could pursue, however. From what you've told us here, however - I think you would prevail in the chargeback. The Merchant is a fool if he lets it go that far and get to that point. Good luck,
Duane Collie
Straight answers from thirty-six years in the business.
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