I purchased a special of buy two, get one free for sets of ink for my printer. The total came out to be about $48, and in order to take advantage of the free shipping offer, I added two dollars worth of paper to bring my order over the minimum of $50. My total came out to be $50.90.
I brought up my shopping cart, clicked the button to process payment. My total, again, was $50.90. When I clicked to process payment the invoice came out to be over $67. I called the company right away, but their offices were already closed for the day.
I clicked the back button on my browser. I could not bring up the payment page (it wanted to resend information and I did not want to accidentally get charged again), so I pressed back again, and the screen displayed my shopping cart with the total of $50.90.
The next day I called to complain and I was told that if I had called right away maybe they could have done something about it. I explained they were closed, and that it is illegal to charge more than was agreed to on a credit card. I told him that I kept my browser up and that I could take a screen shot and email it to him.
He told me to instead email it to his supervisor, which I did. The next week, after a follow-up email I was told that no credit could be issued because my screen shot did not prove anything (not being the payment screen. After a series of very rude emails (on her part - accusing me of lying and me explaining the situation), she told me that I may be upset that the ink is cheaper now but that doesn't mean I can have a refund.
The ink is actually more expensive now, and I just want the $17 credit. I had been a loyal customer for YEARS and this is bad business to throw away my business and the business of everyone I know. She also told me that the screen shot was taken the next day so it also doesn't prove anything, and that I lied when I told her I took the picture after I found the problem. I explained exactly the series of events and why the screenshot was taken the next day. She just stopped replying to my emails after a few back and forth.
I am angry about this because not only will they not credit the amount (which is about the principal of the matter, not the small amount of money), they accused me of lying over and over again, with the first representative saying "I'm not calling you a liar, but..."
I don't know who to contact at the company to escalate this complaint. I have kept all my emails and the screenshot, as well as the invoice with the incorrect amount. It just seems there is no one who will listen or who cares about a loyal customer, or that they are doing something illegal. The next stop is the bank to challenge the charge.
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