2022.01.23 06:08 TiberiusIX Issues with returning goods during chargeback dispute
I'm looking for a bit of advice please, about returning goods during a chargeback dispute. I have put a timeline at the end, apologies about the length.
Basically, I purchased an espresso machine a few months ago from a high street retailer. After 5 weeks, it completely stopped working (it was dead). I had used it correctly, and maintained it properly. I couldn't easily get it working again, so I took it back to the store.
They said that since it's over the 30 day mark, they have a right of repair and sent it off for repair.
A week later, they notified me that they were returning it unrepaired since "I had damaged it" and "this damage isn't covered by the manufacturer's warranty". They didn't elaborate on what the supposed damage was, nor how I caused it. They just refused to do anything further or discuss it more.
If I thought I had damaged it myself, I would have owned up to this. But I know I used the machine properly and correctly.
I therefore did some reading online, and I decided to do a credit card chargeback dispute. The online form asked me when the retailer had received the machine back, and I gave details (date/time) of when I had returned it to them for the repair.
Later that day or the following day, the espresso machine was returned to me. (I didn't think too much of this, at the time, but now it naturally makes sense to me that I shouldn't have taken the machine back since I had submitted a chargeback.)
Anywhoo, a day or two later I noticed that I had received the reversal back to my credit card. My credit card company gave very little information about the dispute process, so I did some further reading online that said I should have returned the goods back to the retailer.
I therefore emailed my credit card provider asking for clarification, and I received a useless reply (they misread my email). I messaged back explaining further, and again they were unhelpful.
So I raised a formal complaint about the unclear process and guidance, and asked in the complaint whether I should have returned the goods on day 1 or on day 45.
After more than a month, I finally had a reply from them, agreeing that their guidance was lacking but confirming that I should have returned the goods on day 1 of the dispute. Whoops. It was now day 35-40 of the dispute, and we had just started self isolating.
When we got out of self isolation, I took the espresso machine back to the store. They refused to take it back, saying that stores don't deal with disputed goods. They said I could leave it "at my own risk", but that they couldn't give a receipt and the machine might just go missing. Very helpful.
Alternatively they said to email their head office to arrange a collection, which I did instead. I was clear that I'd done a chargeback and under that process, they should have the machine back.
They replied back saying they refuse to do anything further, since I apparently damaged the machine.
I replied saying I didn't damage the machine, and I asked them for a third time to collect the machine. They again refused to do anything more.
It's now beyond day 45 of the chargeback dispute, and apparently the retailer hasn't replied to the dispute (in theory meaning that "I've won"?).
But what should I do now? I don't want a faulty espresso machine sitting around my house for months, but I naturally don't want to dispose of it in-case the retailer eventually finds some common sense and realises that they should have possession of the machine.
The retailer seems clueless about chargeback disputes, which I guess has benefited me, but I'm frustrated at myself that I took the machine back in the beginning of the dispute.
Should I just take it back to store and take loads of photos of me leaving it there? Or should I dispose of it, since I have given them three attempts to have it back?
Thanks for any input. A TL;DR timeline is below:
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