[Help] BBBranded - Unethical customer service

Kwantum wrote: ↑ Hey guys,

Bought a pair of shoes from BBBranded.com couple weeks ago and ordered the wrong size. I reached out the moment the product was shipped to see how to do an exchange and I haven't gotten any real direction since. The retailer has a policy of no refunds and exchanges within 14 days of shipment. Of my 6 email attempts to contact them, I've received 2 responses - the first one is a copy&paste of their exchange policy but doesn't tell me how to exchange (e.g. setting the desired size aside, return shipping, paying additional shipping costs), and the second email a week later claiming they did instruct me how and the size is now sold out.

All in all, I've gotten no help to exchange for my size or even exchange for another pair. I feel like I've been scammed. What can I do?

Credit card charge back.

engineered wrote: ↑ Credit card charge back.

What stupid advice. The credit card chargeback isn't a catch-all solution for every scenario. It certainly wouldn't be applicable in this situation.

The buyer (apparently) got what they ordered and therefore a chargeback would likely not be approved.

Kwantum wrote: ↑ Bought a pair of shoes from BBBranded.com couple weeks ago and ordered the wrong size. I reached out the moment the product was shipped to see how to do an exchange and I haven't gotten any real direction since. The retailer has a policy of no refunds and exchanges within 14 days of shipment. Of my 6 email attempts to contact them, I've received 2 responses - the first one is a copy&paste of their exchange policy but doesn't tell me how to exchange (e.g. setting the desired size aside, return shipping, paying additional shipping costs), and the second email a week later claiming they did instruct me how and the size is now sold out.

Did you try their "send us your phone number and we'll call you" option? I'm guessing not.

Did you try rephrasing your email to make it clear that you're aware of their exchange policy but you need to know the next steps?

Did you try using a different email address (if more than one is available) and succinctly explaining your need for assistance?

Hope things get sorted for you.

ALLCAPS wrote: ↑ What stupid advice. The credit card chargeback isn't a catch-all solution for every scenario. It certainly wouldn't be applicable in this situation.

The buyer (apparently) got what they ordered and therefore a chargeback would likely not be approved.

No, that's stupid advice. If the company isn't responding to him so he can return or exchange his item then that's his only recourse. I've used it similarly with no issues.

engineered wrote: ↑ No, that's stupid advice. If the company isn't responding to him so he can return or exchange his item then that's his only recourse. I've used it similarly with no issues.

Then you're lucky, or your situation is different.
Chargebacks are generally accepted if the item is not received, or not as described, etc. In this case, the items are (apparently) precisely as ordered, so the buyer has received what they ordered, were expecting and paid for. If you've got a card that approves chargebacks for pretty much any arbitrary reason, then yay for you.

Some cards these days have a chargeback fee, and if the chargeback is declined the customer is out the fee. I'm also not a fan of cards that approve chargebacks willynilly because while they're great for that specific consumer, they're certainly not good for consumers as a whole due to the increased costs that are passed on to future customers.

Looking at this company's return policy, I wouldn't do business with them in the first place though their online portal. Want to make an exchange? I have to pay for shipping both ways, AND there's no phone number I can use to call direct?

Hah...ya know? Screw it. Chargeback all the way with this mob, homeboy. They're not making it easy for ya.

Yes they have my number but no calls.

Email is very clear, followed with bullet points of what info I need (confirmation they can hold the size, address to ship, how to handle shipping costs) to facilitate an exchange. Just no reply is all.

At this point I did get a response back, but simply saying "don't worry about the 14 day exchange policy, just ship it to this address". Given my poor exchanges, I'm hesitant to ship it to them as they may just fall off the face of the earth with my money and the shoes. The guy is unresponsive when I ask for confirmation of a different pair I'd like to exchange for...real sketchy here...

ALLCAPS wrote: ↑ Did you try their "send us your phone number and we'll call you" option? I'm guessing not.

Did you try rephrasing your email to make it clear that you're aware of their exchange policy but you need to know the next steps?

Did you try using a different email address (if more than one is available) and succinctly explaining your need for assistance?

Hope things get sorted for you.

Kwantum wrote: ↑ Yes they have my number but no calls.

Email is very clear, followed with bullet points of what info I need (confirmation they can hold the size, address to ship, how to handle shipping costs) to facilitate an exchange. Just no reply is all.

At this point I did get a response back, but simply saying "don't worry about the 14 day exchange policy, just ship it to this address". Given my poor exchanges, I'm hesitant to ship it to them as they may just fall off the face of the earth with my money and the shoes. The guy is unresponsive when I ask for confirmation of a different pair I'd like to exchange for...real sketchy here...

Now I'm thinking you're being a little unreasonable and overthinking...and a chargeback has all but been eliminated now. I would ship it back with tracking to the address they provided (definitely not without tracking). Print a copy of the Email with the 'don't worry about the 14 days...' on it and include it in your package, then when mailing it off if you can get a receipt from the post office as that will show weight, etc.

Now, if they refuse the exchange or they can't exchange (etc) then you have grounds for a chargeback.

Good luck.