 Any law protecting merchants from fraudulent customers?
What is the name of your state (only U.S. law)? CA
We own an on-line children's store located in CA. A customer from Brooklyn, NY ordered a pair of shoes. After we shipped them she called to let us know she ordered a wrong size. Asked for a size smaller. We had none in stock but I offered to specail order for her. She said she would return wrong size and to ship the right one when we get it. So, 3 weeks later we received her special order, I inspected shoes (like we always do prior to shipping) and sent it to her. 3 days after she received shoes she called us and complained that we shipped something she did not order. I told her that I spoke to her weeks prior and she instructed us to special order shoes - she denied she ever said anything like it. Well, we do not make an effort of ordering something we were told not to, paying for shipping to us and also shipping to the customer. Does not make sense. In any way, I said no problem, just return it. She then proceeded saying that on top of that, wrong style was in the box. Now, I was 110% sure this was not the case since I personally received shoes from the manufacturer, inspected them, packed them and shipped. I know for fact that she got what she ordered. She then proceeded to say she would tell everybody what lousy customer service we got, etc. I did not want to argue with her anymore, so I told her to send package back and we will inspect it. Package arrived today. I opened it and discovered that instead canvas shoes from current season we sent her, leather shoes from Spring 2008 season 2 sizes smaller were in a box. I know for a fact that she switched shoes. Even if we disregard fact that I inspected shoes and know what we sent, there are number of reasons why this story does not hold water. First of all canvas shoes I shipped were made in Europe, leather shoes she sent back were made in China (therefore no way it could be switched in the factory prior to shipping). Manufacturer that sent that special order has none of that old style in the warehouse, thus no way for them to switch shoes between boxes while handling in the warehouse. Furthermore, each season they change paper tag that is attached with shoes. What she sent back had tag that belonged to this season's canvas collection. While we were on the phone (prior to shipping them back) she claimed shoes were purchased as a gift, she had no kids and knows nothing about these shoes. I checked our records and found out that she shopped with us last summer and bought shoes the size she sent back now. She wants a refund and is threatening with a chargeback, plus tarnishing our reputation everywhere she goes. Someone might say just refund her and go on.... but I am the person of principle and in this case am disgusted with her actions... This is probably not her first time and she's most likely been scamming other retailers as well. I would like to hear what our options are and how to approach it. Thank you.What is the name of your state (only U.S. law)?What is the name of your state (only U.S. law)? | 
07-12-2009, 02:00 AM
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