ComplaintsforDoug Russell, Inc.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Returned merchandise and never received refund. I do have proof of delivery back to them

  Business response

  08/05/2022

  Upon notification from the Better Business Bureau, we began to research the customer's complaint.  After a thorough investigation, the customers package was located.  Unfortunately, the package was not labeled on the exterior of the box with the appropriate return authorization.  Consequently the package was routed to the incorrect department.  The return has been processed and a refund was submitted to E-bay however, they will not accept the credit because it is currently in a credit card dispute with the cardholders bank  We did contact E-bay in an attempt to finalize the return but were told the chargeback has to be resolved with the cardholders bank first. Once the bank and E-bay come to a resolution, a credit will be issued thru E-bay to the customer.

  We are committed to solving any customer issues and find it unfortunate when the customer doesn't call us directly to investigate the matter.  Credit card chargebacks can be an unnecessary prolonged process with the credit card companies.  So, if we can be of further assistance, please let us know. 

   

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