A good friend (really!) recently purchased a musical instrument via the Web. When said instrument arrived, it had several small flaws - nothing that would be immediately obvious, but enough that this person was mildly upset that the company sent it to her, and she promptly returned it well within their 4-day return window. She didn’t mention the flaws (I think she was a little worried they’d blame her) she just said she didn’t want it and paid for the return shipping.
Now the place is telling her that it is indeed flawed - not one of the ones she noticed, but something they claim that could happen by even very light playing (which is perfectly permissible according to their website). They never mentioned that this could happen before shipping the instrument to her, but now they claim that it’s an almost imperceptible flaw that could happen with a light scrape of a fingernail.
They don’t want to give her the money back. Instead, they want to put it on consignment and if and when it sells, will refund her whatever it sold for along with a commission. All said and done, this would be several hundred dollars out of her pocket when you add up the shipping she paid, the commission, and the reduced price seeing as this is now a used, flawed instrument.
She’s talked to Visa and they’re going to put a hold on the payment, and then after 30 days will start their dispute proceedings. I’m wondering what the chances are that they’ll be on her side. It sure seems to me like this is a “he-said” “she-said” situation. Clearly, the item is flawed, but they claim she did it, she claims it arrived flawed.
Has anyone been in a situation like this before? What was the outcome?