Complaint / Review
Good Guys Photo & Mobile
Lied to the Credit Card Company to Avoid Paying what They Owed Me

The $300 smartphone I ordered was defective when I received it. As well it was advertised as new and wasn't. I called for an RMA and asked that the 15% restocking fee be waived and was told to request that by email.

After sending the email, no response for days, so I called - 3 times. The first time, I was transferred to another department and no one answered. I called back and was put on hold forever. I called back again, and the phone was picked up and hung up immediately.

So I sent another email asking for a reply. Again, days went by and no reply. So, since the return window was running out, I sent the phone back with delivery signature required and disputed the charge with the credit card company.

Weeks later, Good Guys calls and admits they phone was received and was defective and offers to "refund the purchase price in full if I'd first call the credit card company and stop the dispute." I said sure, if they'd first put that agreement in writing.

Days went by and nothing was put in writing. I called Good Guys and was told they'd decided to let the dispute take it's course.

A month went by and a letter arrives from the credit card company - Good Guys claims they never got the return. So, the proof of delivery was faxed in.

Another few weeks go by and another letter arrives from the credit card company - Good Guys fabricates the story that the serial number of the phone I returned doesn't match the serial number of the phone they sent and the phone returned has been damaged by me. They further state that if I would return the original phone, they'd be happy to give me the refund!

What I didn't know was that a credit card company can only request the refund from their bank 2 times and after that, unless I have a credit receipt, there's nothing more that can be done.

So now, Good Guys has the phone and my money. I never saw their lies coming - who records serial numbers?

I'm writing this hoping someone else is spared the frustration and cost of this kind of fraud. Stay away from Good Guys Photo and Mobile!