1/5

posted Nov-24-2009

Dealing with this online retailer was a nightmare! The item I purchased had an inadequate description, causing me to order an item that ended up not suiting the purpose for which I bought it. When I went to do one of their "EASY" store returns, I got a rude shock. NOWHERE during their checkout process was it revealed that if you choose to pay using a Paypal account and return an item purchased online to a store (to avoid paying return shipping fees) that they will issue the refund ONLY in the form of a store credit. But the store in my area did not carry anything that would suit my purpose. And I was informed that the store credit would not be honored at Petco.com! So I was in a Catch 22. The CSR I spoke with adamantly insisted that the only way I could get my Paypal account refunded was to pay to ship the item back to the warehouse, which would have been very costly, as this was a heavy item. Only after making several phone calls, insisting on speaking to a supervisor, and threatening to open a dispute with Paypal did they relent and agree to have FedEx pick up the item at their expense, and return it to the warehouse so that I could get a direct credit to my Paypal account. Unbelievable! Online merchants need to spell out their policies clearly to avoid running into this kind of problem with customers!

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