MissMerricka's avatarMissMerrickaLegacy Stories | ‎05-13-2014 10:57 AM

TERRIBLE SERVICE

have a transaction i disputed for FOUR DAYS

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MissMerricka's avatarMissMerrickaVisitor

by MissMerricka ‎05-13-2014 11:06 AM

i have a transaction i disputed for FOUR DAYS with a local merchant here in Austin, TX. they delivered food to my workplace and the order was COMPLETELY mixed up, and two of the plates had hair in them. when i called the merchant and complained, i thought i would get a resolution since i was speaking the the lady who actually owned the place. i have NO IDEA what i was in for. first off, the owner didnt know much more than broken english, and probably understood even less. all she kept saying when it was her turn to respond was that she could give me a store credit. i had food with HAIR in it....do you think im ever eating here again when there are DOZENS of chinese restaurants all over this huge city??? once the transaction posted, two days after they ran my card, i waited another two days and then called the merchant again. i spoke with the same "owner" and she was still steadfast on the store credit. i refused and decided to call my bank. imagine my surprise when i get an email from USAA telling me i cant get a refund because the merchant offered me a store credit. ARE YOU SERIOUS????? so youre telling me, even though NOBODY in my office ate this awful food and my supervisor ended up ordering pizza for everyone, i HAVE TO take the credit or get nothing because thats what they offered me? what happened to me being responsible ONLY for charges where goods and services were actually delivered as promised? i gave the merchant an opportunity to make it right and they did not.....them offering me a partial credit of 50$ for a 63$ order is not acceptable and i CANT BELIEVE the bank that im supposed to trust with my money is telling me that i need to take the partial credit they have offered me or get nothing. what kind of service is that? if i dont get some results soon, i will be contacting the Comptroller of Currency for the US Department of Treasury. this is the first time i have ever had a problem with USAA, but i promise i am not the type of customer you want to upset when it comes to the money i work SOOOOOO hard to make. 

i have a transaction i disputed for FOUR DAYS with a local merchant here in Austin, TX. they delivered food to my workplace and the order was COMPLETELY mixed up, and two of the plates had hair in them. when i called the merchant and complained, i thought i would get a resolution since i was speaking the the lady who actually owned the place. i have NO IDEA what i was in for. first off, the owner didnt know much more than broken english, and probably understood even less. all she kept saying when it was her turn to respond was that she could give me a store credit. i had food with HAIR in it....do you think im ever eating here again when there are DOZENS of chinese restaurants all over this huge city??? once the transaction posted, two days after they ran my card, i waited another two days and then called the merchant again. i spoke with the same "owner" and she was still steadfast on the store credit. i refused and decided to call my bank. imagine my surprise when i get an email from USAA telling me i cant get a refund because the merchant offered me a store credit. ARE YOU SERIOUS????? so youre telling me, even though NOBODY in my office ate this awful food and my supervisor ended up ordering pizza for everyone, i HAVE TO take the credit or get nothing because thats what they offered me? what happened to me being responsible ONLY for charges where goods and services were actually delivered as promised? i gave the merchant an opportunity to make it right and they did not.....them offering me a partial credit of 50$ for a 63$ order is not acceptable and i CANT BELIEVE the bank that im supposed to trust with my money is telling me that i need to take the partial credit they have offered me or get nothing. what kind of service is that? if i dont get some results soon, i will be contacting the Comptroller of Currency for the US Department of Treasury. this is the first time i have ever had a problem with USAA, but i promise i am not the type of customer you want to upset when it comes to the money i work SOOOOOO hard to make. 

WEBSITE GURU's avatarWEBSITE GURUTrusted Contributor

by ‎05-13-2014 12:28 PM - edited ‎05-13-2014 01:51 PM

Miss Merricka;

 

I see from your post that your MAIN ISSUE is with the Food Merchant and not really USAA whom simply sent you an e-mail response.

 

Here are some suggestions you should still try:

 

1. You could click here to start the process of telling USAA all about it.

 

    OR;

 

2. You can try to contact USAA via their Twitter Response Form (please include your member number)

 

    OR;

 

3. You could send an email to socialmedia@usaa.com, with all the details of your situation (be sure to include your member number).

 

    OR;

 

4. You can call 1-800-531-USAA (8722) and speak to one of USAA's Member Service Representatives whom will be happy to assist you.

 

*NOTE: For more information about how to Dispute a Transaction with USAA please visit the FAQ found here.

 

BOTTOM LINE:

 

Despite all I have stated above, USAA may still tell you that there is nothing they can do. The "reason" can be found in Paragraph 16 of the USAA Credit Card Agreement found here. (PDF). Here is a quote:

 

------------------------------

16. Merchant Return Policy.

If a merchant has a policy such as “no returns,” “no refunds,” “no return or credit without receipt,” “as is,” “store credit only,” or “all sales final,” you will be bound by that policy. If a merchant does not disclose a policy, you should ask what the return policy is to protect yourself.

------------------------------

 

I hope I have provided you some help.

Miss Merricka;

 

I see from your post that your MAIN ISSUE is with the Food Merchant and not really USAA whom simply sent you an e-mail response.

 

Here are some suggestions you should still try:

 

1. You could click here to start the process of telling USAA all about it.

 

    OR;

 

2. You can try to contact USAA via their Twitter Response Form (please include your member number)

 

    OR;

 

3. You could send an email to socialmedia@usaa.com, with all the details of your situation (be sure to include your member number).

 

    OR;

 

4. You can call 1-800-531-USAA (8722) and speak to one of USAA's Member Service Representatives whom will be happy to assist you.

 

*NOTE: For more information about how to Dispute a Transaction with USAA please visit the FAQ found here.

 

BOTTOM LINE:

 

Despite all I have stated above, USAA may still tell you that there is nothing they can do. The "reason" can be found in Paragraph 16 of the USAA Credit Card Agreement found here. (PDF). Here is a quote:

 

------------------------------

16. Merchant Return Policy.

If a merchant has a policy such as “no returns,” “no refunds,” “no return or credit without receipt,” “as is,” “store credit only,” or “all sales final,” you will be bound by that policy. If a merchant does not disclose a policy, you should ask what the return policy is to protect yourself.

------------------------------

 

I hope I have provided you some help.

JackBarker's avatarJackBarkerNew Member

by JackBarker ‎05-13-2014 09:27 PM
I believe that paragraph 16 of the USAA Credit Card Agreement should be reviewed by the Bank Board of Directors. I have seen worse language, but paragraph 16 is too harsh. This customer may be bound, but future customers should expect a revision to this paragraph 16.
I believe that paragraph 16 of the USAA Credit Card Agreement should be reviewed by the Bank Board of Directors. I have seen worse language, but paragraph 16 is too harsh. This customer may be bound, but future customers should expect a revision to this paragraph 16.

727's avatar727Frequent Contributor

by ‎05-14-2014 07:45 PM

Four days? 

 

You realize the law allows them much longer than four days.    First they have to get your storey, then they have to get the merchant's store and they they have to decide that the merchant didn't make a good faith effor to resolve the dispute.  (Which in the matter instant it seems that they did). 

 

If you contact the comptroller of the currency because USAA didn't fix a problem with your food delivery in four days they will take your complaint and then laugh at you amongst themselves.

 

I think a $50 refund is reasonable.   I think store credit is reasonable.   I don't think you should get all your money back unless you gave all the food back. 

Four days? 

 

You realize the law allows them much longer than four days.    First they have to get your storey, then they have to get the merchant's store and they they have to decide that the merchant didn't make a good faith effor to resolve the dispute.  (Which in the matter instant it seems that they did). 

 

If you contact the comptroller of the currency because USAA didn't fix a problem with your food delivery in four days they will take your complaint and then laugh at you amongst themselves.

 

I think a $50 refund is reasonable.   I think store credit is reasonable.   I don't think you should get all your money back unless you gave all the food back. 

727's avatar727Frequent Contributor

by ‎05-14-2014 07:47 PM

You can ask the merchant before you buy anything.  If you don't like their refund policy shop elsewhere. 

 

In the matter above two (out of who knows how many) plates allegedly had hair in them.  The remaining plates were 'mixed up'.    I'm not sure that is sufficient reason for a complete refund.  So there was rice rather than noodles, I'm sure it isn't the tragedy it is made out to be. 

You can ask the merchant before you buy anything.  If you don't like their refund policy shop elsewhere. 

 

In the matter above two (out of who knows how many) plates allegedly had hair in them.  The remaining plates were 'mixed up'.    I'm not sure that is sufficient reason for a complete refund.  So there was rice rather than noodles, I'm sure it isn't the tragedy it is made out to be. 

Frank Rigaud's avatarFrank RigaudFrequent Visitor

by Frank Rigaud ‎07-15-2014 02:10 PM

Typical.  Get a Capital One Quick Silver Card and stop feeding the USAA beast.

Typical.  Get a Capital One Quick Silver Card and stop feeding the USAA beast.

robdhubb's avatarrobdhubbContributor

by robdhubb ‎07-06-2015 10:12 AM
Asking the customer to determine the return policy on every purchase is (1) too harsh a requirement, (2) ridiculous, and (3) a loophole biggern' Texas. My wife and I have started using a different card from a credit union.
Asking the customer to determine the return policy on every purchase is (1) too harsh a requirement, (2) ridiculous, and (3) a loophole biggern' Texas. My wife and I have started using a different card from a credit union.
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