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Over charged and lack of a response.

dawn.hamilton_2a695aedcedawn.hamilton_2a695aedce Posts: 0
edited December 1969 in The Commons

On the 5/16/14 I purchased some items through the Daz site. During checkout they were listed at one price and even the total was listed. However after I had finished checking out I found that I had been charged nearly $300, which was a whole lot more than the price which the checkout system quoted me.

I have submitted a help request in the right place, explaining what has happened and even pointing some of the items that the error occurred on. As of now, I still have no word on what is going on and and no answers on why I was overcharged.

Does anyone know how long a matter like this should take to be looked into, because I am losing trust with them as a business if they can just take money in this fashion...

Comments

  • WilmapWilmap Posts: 2,917
    edited December 1969

    Depends on how busy they are. I have had to wait a couple of days before they sorted out a refund.

    Don't forget that it is now the weekend and they don't work then.

    Give them time they are usually pretty good at sorting out problems.

  • BeeMKayBeeMKay Posts: 7,019
    edited May 2014

    Have you bought during the "midnight" at DAZ-land? It is often that offers end at midnight Salt Lake City time, and then the items revert back to regular price, even though you are already in the "Charging the Credit Card" part of payment.
    It sucks, but I've learned to pay close attention to never buy near the end of an hour when there's a Flash Sale, or generally, never around midnight DAZ time if it can be avoided.

    As for the response time, you are still within the "limits". In my experience, response times are usually between three to five working days. It takes longer when they have sales or new releases, like Giselle 6 right now.
    I've never been left without a response, and I've gone through the process of refund several times now. You usually get the automated response first, and then another email when a real person has taken up your ticket. Then, things usually get solved very quickly.

    Post edited by BeeMKay on
  • icprncssicprncss Posts: 3,694
    edited December 1969

    Also be aware that CS at DAZ does not work weekends. If you purchased after 5PM US Mountain Time on Friday, CS won't even see your ticket until 9AM US Mountain Time on Monday.

    As stated above, response to tickets is anywhere from 1 to 3 business days unless DAZ is in the middle of one of their biggie promos. If it's a biggie promo like March Madness, the annual half off PA sale, or the PC anniversary, response is pretty quick. If there's a big promo going on, things can take longer.

    Also be aware that tickets can get lost. If you don't get a response by the 5th business day, resubmit the ticket. CS isn't ignoring you. CS at DAZ is one of the best around and always tries to do the best for customers as they can. But tickets do get lost on occasion.

  • patience55patience55 Posts: 7,006
    edited December 1969

    Check the email spam filtered mail too if you didn't receive an auto-reply relatively quickly.

    Also, simply adding a 'reply' on the ticket already started "bumps" it back to active IF by any server? glitch it happened to have gone dormant. [electrical storms can wreck havoc on equipment]

    After the first auto-reply, there's often a 2nd auto-reply when it actually is assigned to somebody ... and then the action is usually resolved within minutes, hours or a few days IF it's a matter of waiting out the bank clearance system. For eg. in order to refund somebody $300, first they're likely to wait to get the $300 in order to give it back.

    My mo is to simply use "non-refillable credit card gift cards". If there's $50 on the card and my order is $3 and if the system should fail [has not yet happened to me], there's no way the order would go through at $300.

  • Serene NightSerene Night Posts: 17,639
    edited December 1969

    I'm sorry this happened to you. I am certain they will resolve this this coming week. Return times can be anywhere from 1-5 business days.

  • mrposermrposer Posts: 1,130
    edited December 1969

    Customer service at DAZ is top quality... so don't worry too much... although I know $300 is alot of cash.

    I do think the store software should capture and save the order review prices and then compare when it is processing the order and kick back for a reconfirmation when there are price changes from what they last showed you on your order. Your situation has happened to me also.

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