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>The Chiles filed a credit card dispute and made a crime report, and after The Denver Channel made its own inquiries and the Chiles tried emailing Amazon owner

>The Chiles filed a credit card dispute and made a crime report, and after The Denver Channel made its own inquiries and the Chiles tried emailing Amazon owner Jeff Bezos directly, Amazon relented and said that the $7,000 will be refunded once the credit card dispute had been resolved. It sounds like Amazon refused to refund their money until the media got involved. Also, even if that were not the case, a big part of what Amazon sells is convenience and (supposedly) great customer service. If you pay $7,000 only to receive an empty box, and you provide Amazon with evidence from UPS that the box's weight was less than the weight of the actual product, that should be all it takes to get your money back. Jumping through hoops with your credit card company and filing a police report should be the last resort for dealing with shitty companies that won't listen to anything but threats. There is no reason that the buyer should have to do that when dealing with a reputable company, especially when they have evidence from the shipper that the box did not contain the product they ordered.

TheRealPomax 5y ago
Let's be clear: emailing the CEO and pretending that was a smart move is just idiotic. The article reads like they followed the standard resolution process, and got nowhere. Which makes sense, because at $7000 this needs a police report. The CC dispute can help a little, but that police report is what allows a seller to go "okay, you've committed to claiming to tell the truth, with jail time if it turns out you lied. We can now proceed in good faith". Because remember: the refund process for products that have vanished isn't "you complain, then you get money", it's "you complain, the seller files an insurance claim with their insurance company, they get the (promise of) insurance compensation, THEN they pay you". You get paid with that insurance money, so: no insurance compensation, no refund. And that's the only thing the police report does: it lets the seller go to their insurance company and go "here's the paperwork you need so you can justify honouring our claim", and then the insurance company will pay the seller, and if the amount is large enough, and its worth their time, the insurance company will do an investigation. (and note that this is specifically the process when it comes to fraud or theft, where the law has been broken. It has, obviously, nothing to do with the refund process for a defective product)

TheRealPomax 5y ago

Let's be clear: emailing the CEO and pretending that was a smart move is just idiotic. The article reads like they followed the standard resolution process, and got nowhere. Which makes sense, because at $7000 this needs a police report. The CC dispute can help a little, but that police report is what allows a seller to go "okay, you've committed to claiming to tell the truth, with jail time if it turns out you lied. We can now proceed in good faith". Because remember: the refund process for products that have vanished isn't "you complain, then you get money", it's "you complain, the seller files an insurance claim with their insurance company, they get the (promise of) insurance compensation, THEN they pay you". You get paid with that insurance money, so: no insurance compensation, no refund. And that's the only thing the police report does: it lets the seller go to their insurance company and go "here's the paperwork you need so you can justify honouring our claim", and then the insurance company will pay the seller, and if the amount is large enough, and its worth their time, the insurance company will do an investigation. (and note that this is specifically the process when it comes to fraud or theft, where the law has been broken. It has, obviously, nothing to do with the refund process for a defective product)