Gucci bag returned, but where is the refund? | Company

When Olga Levy returns a Gucci bag to TJ Maxx, she expects a quick refund. Instead, the business stagnates. What’s going on?

Q: I placed my order with TJ Maxx last year and paid by PayPal credit. I returned a few purchases, including two clothes and a Gucci bag. They reimbursed me for the clothes, but not the bag.

After many attempts to get a refund for the bag and several emails with TJ Maxx customer service, I turned to PayPal.

But PayPal declined my case because the item was “as described”.

I never said the item was not as described, I just asked for their help in retrieving a refund for an item I returned. Can you help ? —Olga Levy, Honolulu

A: TJ Maxx should have refunded the purchase immediately. So why not?

A review of the correspondence between you and TJ Maxx shows one of the issues. “We apologize for the delay in processing your return,” he said.

“When items like this are returned, we have to authenticate them. This causes a delay in processing the refund.

TJ Maxx suggests you may have returned another Gucci bag. But you assured me that you did indeed return the same Gucci bag to TJ Maxx that you received. So what was wrong?

It looks like when TJ Maxx didn’t refund the order, you filed a dispute with PayPal. This litigation was ongoing when you contacted me.

So when I contacted TJ Maxx, he said he couldn’t refund you until you dropped your case.

Disputing your PayPal dispute is a lot like filing a credit card chargeback (but not exactly the same thing).

If you had won and TJ Maxx had returned your money as well, you would have gotten two refunds.

You could have contacted one of the TJ Maxx customer service people. I list their names, numbers, and email addresses on my nonprofit consumer advocacy site, Elliott.org. They may have helped you solve this problem quickly.

I contacted TJ Maxx on your behalf. He checked your return and verified that it was the correct Gucci bag. It also agreed to refund your purchase, but said you need to drop your PayPal dispute first. Once you did, you received a refund of $1,162.

Christopher Elliott is the Advocacy Manager for Elliott Advocacy. Email him at [email protected] or get help with any consumer issues by contacting him at http://www.elliott.org/help

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