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Bought an item online and it's broken company refuses refund

Old 09-23-2019, 01:43 PM
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Default Bought an item online and it's broken company refuses refund

Wondering if anyone has any idea how we should handle this. My wife ordered a picture online from a Canadian company called "NICHE CANVAS". We finally got the package several months later and the canvas picture and box were crushed and it had a hole in it. Ups dropped it off at the door and we noticed that it was shipped from Beijing. We contact the company and they refuse to give us a full refund and offered a 50 dollar refund and we get to keep the broken picture. We paid 149 dollars for it. We declined and asked them to send a return label so I could return it and get a full refund. They refused so we sent all of the emails and photos of the broken item and package to discover card and filed a dispute. We got a letter yesterday saying that they were going to let the company keep 149 dollars. The letter also said we could request further investigation if we could prove the item was returned so, I spent 47 dollars today to ship a crushed canvas picture to Canada. I then called discover card and told them that their decision was ridiculous and I was mailing them proof of return. The guy on the phone basically said I was sol unless the company decides to refund our money.
I'm beyond pissed at discover card and I'm not sure how to handle this further. This company basically stole our money and apparently there is no protection when you use a credit card. I did some research after the fact and the company gets tons of complaints.
I also think the purchase went through PayPal. Not sure if we could start the whole dispute process over with them.
Old 09-23-2019, 01:54 PM
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I would of started with PayPal first.


Doug
Old 09-23-2019, 02:04 PM
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Originally Posted by rdmallory View Post
I would of started with PayPal first.


Doug
So would I but my wife was handling this. I stepped in yesterday when we received the bs letter from discover card. I just can't believe the credit card company is ok with this type of business. We have been with discover card over 20 years, I made sure he understood that we won't be customers much longer if they don't refund our money, he didn't care at all.
Old 09-23-2019, 02:13 PM
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Paypal will refund you, have 6 months to file
Old 09-23-2019, 02:13 PM
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Move on & don't trip over things behind you

Life is short
Old 09-23-2019, 02:22 PM
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Seems to me this is a freight claim issue with UPS. The company didn't steal your money, they sent you the item and it got damaged in shipping. Sending it back to them without a return authorization was your decision.

Is PayPal linked to your Discover card somehow? I just get the feeling we are not getting the entire story.
Old 09-23-2019, 02:29 PM
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File a claim with UPS.

Its not the company that sent it fault. It sounds like it was damaged in shipping. Shippers fault. Also if you've sent it back then you pretty much screwed yourself. You should have taken it to a UPS store for inspection.Don't ever open damaged boxes. You lose proof of damage to the product that way
Old 09-23-2019, 02:31 PM
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Originally Posted by caltexflanc View Post
Seems to me this is a freight claim issue with UPS. The company didn't steal your money, they sent you the item and it got damaged in shipping. Sending it back to them without a return authorization was your decision.

Is PayPal linked to your Discover card somehow? I just get the feeling we are not getting the entire story.
She paid with the card through paypal. I'm not hiding anything so be careful making accusations.
They shipped a canvas picture with no protection other than cardboard from China to florida. There is zero chance it would survive the trip the way it was packaged. I only paid to return it because the letter from discover card said they decided against us because it wasn't returned. That's why I paid to return it. I have never dealt with an online company that is so shady with returns.
Old 09-23-2019, 02:31 PM
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Be sure you make your report to UPS within 48 hours of delivery. Although UPS encourages the shipper to report package problems.


https://www.ups.com/us/en/tracking/h...q/claims.page?
Old 09-23-2019, 02:33 PM
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Originally Posted by simeoncoleman View Post
File a claim with UPS.

Its not the company that sent it fault. It sounds like it was damaged in shipping. Shippers fault. Also if you've sent it back then you pretty much screwed yourself. You should have taken it to a UPS store for inspection.Don't ever open damaged boxes. You lose proof of damage to the product that way
I doubt ups damaged it, this thing was sent from China and it looked like it had old damage. It was in transit for months.
Old 09-23-2019, 02:43 PM
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Originally Posted by 38P6 View Post
I doubt ups damaged it, this thing was sent from China and it looked like it had old damage. It was in transit for months.
seriously? what could possibly go wrong over the course of 'months' from china to your house?

Old 09-23-2019, 02:47 PM
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Originally Posted by 38P6 View Post
I doubt ups damaged it, this thing was sent from China and it looked like it had old damage. It was in transit for months.
Ok if it wasn't UPS then who was it? Its still not the shippers fault. The package handler has to take blame. I doubt they received it damaged and shipped it damaged.
Old 09-23-2019, 02:52 PM
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Sorry to say this, but you are SOL and out $200. The CC companies almost NEVER reverse the payment on claims of any sort. Think about all the time and energy you have spent already and if it's worth the $200.
Old 09-23-2019, 02:58 PM
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Originally Posted by Sin Bin fishing RI View Post
seriously? what could possibly go wrong over the course of 'months' from china to your house?
I dont think ups had it in their possession until it got to the US. There were all kinds of Chinese shipping labels on the package, it started with China post then another Chinese shipping company. And again, the package was a joke, there was no protection for a canvas print other than cardboard. There is no chance it could have survived the trip packaged this way.
Old 09-23-2019, 03:00 PM
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Originally Posted by popeyeiii View Post
Sorry to say this, but you are SOL and out $200. The CC companies almost NEVER reverse the payment on claims of any sort. Think about all the time and energy you have spent already and if it's worth the $200.
It's not about the money anymore, I want revenge. I also can't believe credit card companies would side with a fraudulent company.
Old 09-23-2019, 03:05 PM
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Originally Posted by popeyeiii View Post
Sorry to say this, but you are SOL and out $200. The CC companies almost NEVER reverse the payment on claims of any sort. Think about all the time and energy you have spent already and if it's worth the $200.
Really? We have disputed several times, for various reasons....and we win almost every time. I do know that BOA credit cards are the absolute worst though.....
Old 09-23-2019, 03:11 PM
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Originally Posted by popeyeiii View Post
Sorry to say this, but you are SOL and out $200. The CC companies almost NEVER reverse the payment on claims of any sort. Think about all the time and energy you have spent already and if it's worth the $200.
Not in my experience. AMEX has always sided with me the few times ive needed them. They require that you attempt to settle it with the merchant first and usually want some sort of documentation in the form of email or demand letter or at a minimum documenting resolution attempts by phone i.e., dates, times, names etc. The last one I called into AMEX, they didnt even ask for proof prior to issuing a conditional credit, just that I tried to work it out with vendor first but failed or received no response. Vendor never replied to their inquiry either so they apparently charged back vendors account and I never heard another word.
Old 09-23-2019, 03:45 PM
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Seriously - What bank is going to mess with a canvas print from China for 200?

I know that the seller was in Canada but they are a re-seller so to speak - drop ship style - goes on all the time

The shippers don't give a squat for a claim

Chinese cardboard is the worst on the planet

I'd like to see pics of the box & the damage to the print
Old 09-23-2019, 03:57 PM
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Old 09-23-2019, 04:00 PM
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The ridge down the middle of the box is the wood frame. It stretched the canvas so bad it sags below the frame and the picture is worse off where the frame is. There is also a hole on the other side of the box. I don't have pics of the "artwork" they are on my wife's phone.

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