IS THIS FAIR?

[ralphe]

I purchased a ajustable bed by phone, after viewing the
website, and making my choice, with the salesperson.
The website page says, "Unconditional money-back guarantee
on quality, which includes all shipping charges both ways."
After using the bed for 3 days, I was not satisfied with
the comfort of the bed, & asked the company to come pick
it up. They want to charge me, delivery charges, plus a
restocking fee of 25% Total= $775. (Just for 3 days of use!) I claim there was no restocking fee mentioned in
their ad, also, the guarantee stated shipping was included.
The salesperson said, they could not guarantee my "COMFORT"
I paid by credit card, $1895. California to Nevada.
Can anyone help?

 

[JETX]

First, by your paying for the purchase with a credit card, you have probably saved yourself an incredible amount of headache (others learn from this.... ANYTIME YOU ARE MAKING A PURCHASE 'LONG-DISTANCE', ALWAYS, ALWAYS USE A CREDIT CARD!!).

Here are my suggestions:
1) First, right now you need to archive EVERY document on this transaction. This means the ad, the delivery paperwork, go to the website and print a copy of the webpage (very easy to change). EVERYTHING! Do it now, because that webpage is very easy for them to change.
2) Write the merchant a letter, send Certified RRR. Detail the information you have posted here.... their statement of full guarantee, shipping refund, no restocking fee mentioned, etc. Advise them that they need to advise how they propose to comply with their advertised policies. Let them know that you have archived all of their statements. Tell them that if they, do not arrange pick up the defective merchandise as shown in their ad, that you will dispute the purchase with your credit card company.
3) When the credit card bill comes in, write a 'dispute' letter to the credit card company. Tell them that you dispute the charge and ask that they 'charge-back' to the merchant. Include a copy of your letter to the merchant, and that you have made every effort to resolve this dispute, but the vendor has refused to arrange pick up as promised in his ad. This 'dispute letter' will prevent this specific charge from being due on your card and will abate any interest accrual.

When the merchant realizes that he will not get paid, and that you are willing to have them recover the merchandise, they will probably be contacting you.

Don't settle for less than they stated....

 

[ralphe]

Thanks Steve,
Sounds good to me.
I have already contacted my C.C. company, and they are
sending me a Dispute Form. They seem to be sympathetic.
The bed company is picking up the bed, but my problem
is they want to charge me almost half the price of the
bed, and I wind up without a bed. This is what i'm so
upset about. I'll let you know how this turns out.
Thanks again,
RALPHE