a WWYD question

[CdnCarrie]

Minor annoyance in the grand scheme of life - but tell me how you would deal with this. And how you would expect the restaurant to have dealt with this.

We ordered pizza via a website (Papa John's). It's a new store that opened a few blocks away recently. The chain is new to our city.

Is was for pick up. I ordered it via my phone as we arriving late back into the city after being away. My teen was going to pick it up around the time we arrived home. There happened to be a terrible thunderstorm that night.

When said teen went to pick up order he found the block in darkness as they had a power outage and staff said no orders were completed. No biggie. He came home, we arrived back and we found alternate supper.

Day later I realized shop had charged us the $62 for our order (teens! lots of pizza!). Husband happened to be driving by after work so he stopped in and they said they are refunding the money. Sure. No problem. Probably glitches with the power outage.

A month later and several call to both the pizza shop and my credit card (Mastercard) the pizza shop is insisting we got the refund. Mastercard is disputing this and verified there was never a refund. I have opened dispute for the charge with the credit card. Every time we called the shop (3 times) the supervisor just barked at us " we refunded you". There is no refund on my credit card.

Last night I phoned for the 4th time to the shop and the supervisor said she would have the owner call me today. But later she called me back and said she talked to the owner and will issue us an 2nd refund.

Owner finally emailed me today and said the same thing. Basically implying I already got the refund but they would issue it a 2nd time.
I was so fed up with this stupid situation and told him the staff should have had him contact me after the 2nd call, that I can come in as I live a few blocks away and show him my credit card statement with no credit and that this was handled badly.

So frustrating over $62. Would you have just let it go? Or just let the credit card handle the disputed charge?

As store owner would you not have at least offered us free breadsticks or an apology?
Basically in the email he said they were talking to head office over the technical issues and couldn't do much at store level. I'm sure he could have give us a credit at least or something so that seems like baloney.

 

[lovesmurfs]

You were absolutely right to go to bat over $62. I'd have done the same thing, and continued to fight as you have. Although I'd have thought that Mastercard would've reimbursed you as a chargeback and then fought with Papa Johns.

I've often been "offered" free stuff or dollars off on my next order at restaurants, etc., but I can't remember it ever showing up on my account like they said it would. I take those offers with a grain of salt.

Unsure as to whether I'd order from them for quite a while. In our area, there are enough competitors so that I wouldn't need to stress myself out as to whether the order would work next time.

 

[CdnCarrie]

You were absolutely right to go to bat over $62. I'd have done the same thing, and continued to fight as you have. Although I'd have thought that Mastercard would've reimbursed you as a chargeback and then fought with Papa Johns.

I've often been "offered" free stuff or dollars off on my next order at restaurants, etc., but I can't remember it ever showing up on my account like they said it would. I take those offers with a grain of salt.

Unsure as to whether I'd order from them for quite a while. In our area, there are enough competitors so that I wouldn't need to stress myself out as to whether the order would work next time.

Yup its been one of those annoying things in life where you have so much bigger issues to deal with but $62 I could feed my family a meal or buy several days worth of groceries. It's just frustrating to deal with.

 

[BrianL]

While technical issues happen, there is no call for accusing you of not getting the refund. They should at least be trying to help with a good attitude. Your credit card company confimred that no refund had been issued. They usually have pretty effective resolution methods at their disposal, so I would have let them handle it with the business at this point.

 

[soccerdad72]

So Mastercard still hasn't reversed the charge yet?

 

[HeatherC]

I would have done exactly the same thing you did. The owner should have even apologized and offered you guys a free pizza!

 

[JulieBeeRN]

I would not let it go either and management response is absolutely ridiculous.

 

[Mackenzie Click-Mickelson]

I guess here I wouldn't understand why you'd deal with the merchant that many times. I think most people when they put in a dispute into their CC they let them handle it and no longer get involved. You tried in good faith to get the refund, it didn't occur so you went to your CC company. From then on I would let your CC handle it. Then again differing laws between Canada and the U.S. may vary. I would have thought Canada would be even stricter than the U.S. has gotten in terms of CC protections.

 

[tvguy]

So Mastercard still hasn't reversed the charge yet?

Yeah, that would be my question. I'd be livid with Mastercard. Them dealing with this type situation is why many people use credit cards.

 

[CdnCarrie]

nope. I just opened the dispute last week. Forgot about it and then logged into my account and saw they wanted me to call.

 

[TwoMisfits]

While technical issues happen, there is no call for accusing you of not getting the refund. They should at least be trying to help with a good attitude. Your credit card company confimred that no refund had been issued. They usually have pretty effective resolution methods at their disposal, so I would have let them handle it with the business at this point.

This would have been my suggestion. After 2 refusals at the refund and 14 business days passing, I would have just disputed the charge and let the CC company resolve it. They are very good at that.

 

[easyas123]

I guess here I wouldn't understand why you'd deal with the merchant that many times. I think most people when they put in a dispute into their CC they let them handle it and no longer get involved.

I agree. Op - you tried to get a refund, when you didn't you called your credit card to dispute the charge. Time to move on from the $62 mistake.

 

[soccerdad72]

I would just work with Mastercard at this point and wouldn't frequent that pizza place again.

 

[mikehn]

I did the same thing over a $10 dollar sub at Jimmy Johns. I first tried to settle the issue with the store. To no avail, I just filed a dispute on my CC and the charge got reversed.

 

[Robber Baron]

You sound sure it's the pizza places fault. Couldn't it be the CC company that dropped the ball?

 

[Praying Colonel]

If I was at that point I'd dispute the charge with my credit card company under the Fair Credit Billing Act and not contact (or patronize) the shop again.

 

[soccerdad72]

If I was at that point I'd dispute the charge with my credit card company under the Fair Credit Billing Act and not contact (or patronize) the shop again.

I'm not sure the FCBA is applicable for a Canadian?

 

[Praying Colonel]

I'm not sure the FCBA is applicable for a Canadian?

Thanks--I didn't catch that.

 

[CamillaF]

As a business owner I have had this issue. I give a refund my payment processing shows it went through and the money is no longer in my account. My guest never get's the refund, they show me there records and I believe them. it never lands in there account. The money is floating out there and no one has it..... not even the.bank. I have had this happen twice. I have tried to fight it showing my records that I no longer had the money. But the bank took it out a second time.

I feel that there is a class action law suit waiting to happen...... However I think the problem might be fixed already as I have not had this issue in months.

 

[Praying Colonel]

Apparently you have 30-45 days to dispute a credit card billing in Canada?

https://www.obsi.ca/en/how-we-work/disputed-credit-card-charges.aspx