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The Almighty Buck

+ - Barnes and Noble Refuses to Refund Lost Package

Submitted by
Flavio Ribeiro
Flavio Ribeiro writes "On September 2006 I ordered $300 worth of books from Barnes & Noble. I've been ordering books online regularly for about 10 years, but this was my first order from B&N. I'm a grad student on a budget, so I payed for the cheapest shipping. Since I'm overseas and I've had packages take almost 3 months to arrive, I waited diligently. When nothing arrived, I e-mailed B&N. This is the response I got:
The package has not been returned to our warehouse as undeliverable to the shipping address you provided. (...) When no delivery confirmation is available, we will refund a lost package up to sixty (60) days after the expected delivery date. As it is now beyond sixty days, kindly contact your credit card issuer to dispute the charge.
My second attempt to contact B&N was answered with the same pre-written message, which I find quite insulting. My credit card issuer (Credicard Citi) refuses to dispute the charge, as is their policy with all charges. The fact I payed with Paypal also complicates matters. Additionally, Paypal automatically deferred and closed the claim I filed with them. The way I see this, B&N failed to deliver the purchased items, and refuses to take any action. They set an arbitrary short deadline that exempts them from further responsibility, which lets them bully international customers. This practice would never work out if B&N were a local company, since I'd be able to file claims at the local equivalent of the BBB.

I need your advice. What can I do to get a refund?"

Never appeal to a man's "better nature." He may not have one. Invoking his self-interest gives you more leverage. -- Lazarus Long

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