ST Alpha - "Here is a "What would you do?" scenario." (Reading a Post)

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Here is a "What would you do?" scenario.

Posted by David (aka David) Aug 2 '13, 08:23

Kim ordered from a new-ish online service that is about a year old. She had a discount via Fitbit points redemption that gave us 50% off a series of three healthy meals for two people. I say us but I am obviously never going to eat anything that is good for me. All the meals are for Kim.

The items arrived last Thursday. Last Friday, she was billed again, this time double the original price. When she expressed outrage on their customer service email, she was informed that she had signed up for a subscription service. By not canceling said agreement, she authorized payment for the next weekly shipment even though she hadn't had time to sample anything from the first purchase.

Kim opened a Paypal dispute and continued to argue with their customer service people, who are frankly useless. After the third email, a different woman replied who claimed to be the decider. She included an attachment of the agreement Kim had signed that allegedly stated she would be signing up for a subscription service...except it didn't.

The technical writer had failed them (or they had done it themselves, not appreciating the importance of technical writing). The wording explained that the company was a subscription food service. It never mentioned that by authorizing a single purchase, the new user would be automatically signed up for future transactions.

When Kim pointed this out, the CEO/co-founder of the company emailed her. He claimed that he would refund half of her transaction, which he considered fair since they were out the perishable foods. Kim agreed, specifically noting that she would drop her Paypal dispute the moment half her money was refunded. She figured she would probably eat the food and didn't want to be a dick about the situation. The CEO stated he would provide a refund the following morning.

For 2 1/2 days, no refund was provided. Last night, Paypal ruled in Kim's favor and refunded her money.

Would you still pay the company the 50% or would you not pay since Paypal ruled in your favor?

I don't think this one is black and white, but I haven't even talked to Kim about it yet.

Responses:

Kim did her part. Committed to a resolution. The company promised and failed to follow through. Their failure, their loss. -- nm - Mop (200 lbs) Aug 2, 09:23
You did everything right and the company failed at everything. Let the company make the next move. - TWuG Aug 2, 08:41 1
- I second the motion -- nm - OAE -- Explorer, Antarctica, Old Aug 2, 09:17
Don't look back. - Spawn Aug 2, 08:38 1
- Yep, this. 2.5 days > "the following morning", so eff 'em -- nm - Beryllium Aug 2, 09:48
nope they should have got the $ to her on time. nm -- nm - groiny Aug 2, 08:37
Fuck 'em. The dispute would have been pulled and nothing would have happened in Kim's favor, if the CEO had done what he said he would do. - Jim Aug 2, 08:36
No. They had their chance. The question is are you going to continue this service? -- nm - amoxy Aug 2, 08:34 1
- I doubt it. The food takes about 45 minutes to prepare. We don't have that kind of free time on week nights. - David Aug 2, 08:35
Nope. Kim was promised a refund the next day and it's now a day and half after that with no contact or refund. - Krusty Aug 2, 08:31
I wouldn't pay. They rushed to bill and dragged when given the chance to refund. Glad to see the praise for tech. writers since mrs. zork is one. -- nm - zork Aug 2, 08:29
Sounds like Paypal did the refund and no further action needed, right? -- nm - SyrDragon Aug 2, 08:28 3
- Yes. The debate would be over the agreement about splitting the difference. -- nm - David Aug 2, 08:36 2
  - The agreement was also that he would refund her that day. He didn't follow through with his end, no reason for her to follow through on hers. -- nm - Jim Aug 2, 08:45 1
    - I think that is where I fall on the subject. - David Aug 2, 08:49
Nope, situation is settled in your favor and they had a change to do it right but failed at that too. -- nm - Will Hunting Aug 2, 08:27
Not a chance. They had the opportunity to make good and get their share and failed. -- nm - znufrii Aug 2, 08:26
I'd not pay, since she explicitly said she'd drop the PayPal dispute when the refund appeared, and it didn't. -- nm - mara Aug 2, 08:26 3
- you're right, mara -- nm - Roger More Aug 2, 08:49 1
  - dumba... err, smart ass -- nm - zork Aug 2, 08:49
- yep. -- nm - Andie Aug 2, 08:42

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Here is a "What would you do?" scenario.

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