Help me return an expensive but defective chair that I ordered online.
I ordered a desk chair from a reputable online store. A component in
the chair failed, making it unusable. I was sent a replacement part,
which I installed. The process was not difficult, but it required a
tool I did not already own ($25) and it was time-consuming.
Alas, the replacement part is defective as well. It fails in a
different way, but the chair is just as unusable. I'm as sure as one
can be that I followed the instructions I was given and that the
failure in the replacement part is unrelated to the installation
process (i.e. it was faulty when it left the factory).
I have communicated my intention to return the chair to the customer
service rep I have been dealing with, but he is waiting on "approval"
for the return.
- Should I expect a full refund and refuse to eat the restocking fee the seller claims will be assessed on all returns in its T&C?
- Should I expect the seller to cover the cost of shipping?
- Should I dispute the charge with my credit card company if the seller is uncooperative?
- If so, what steps should I be taking now to ensure that I prevail in the dispute?
If it matters, I have had the chair for fewer than 30 days (which is
the "return window" stated in the seller's T&C), and more than $1000
is in play here. The restocking charge is 15% of the purchase price.
Please feel free to relate your experiences when returning an
expensive but defective item, especially if you purchased the item
Sorry if this is a little stilted and vague; I have tried to minimize identifying details.