Consumer complaint received 2023-12-06
Company: ALLY FINANCIAL INC.
State: WA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Reference : XXXX I purchased a XXXX security System direct from their website, www.reolink.com on XX/XX/XXXX. The security system was shipped, and I received it about a week later on Friday XX/XX/XXXX. The security system was shipped only using thin plastic wrap around individual product boxes. The boxes I received came severely damaged, and the seals broken ( see pictures in attachment ). I reached out to XXXX customer service, which is where this entire issue arose. It is very hard to find a phone number to call reolink, as their main method of contact is an email address. After finding the support number, I called and it would not connect or ring. As if the line was disconnected. I kept trying and trying ( see pictures in attachment ) until I finally connected to somebody within the customer service department at reolink. This person asked me to send the pictures to an email address, and they would be reviewed. This email address was for the technical support who takes care of returns or exchanges. The first response from the technical support team had asked me to open the cameras to troubleshoot. I opened the cameras and the XXXX recorder, and this is when I learned then product does not work. The XXXX is completely dead. I emailed back tech support, and they gave me an XXXX, but no return label. Per their return policy ( https : //reolink.com/warranty-and-return/ # For-Manmade-Defective-Products ) : If the product is defective ( not artificially damaged ) when you receive it, within 30 days of delivery, you can return to Reolink and get a full refund or replacement. XXXX are responsible for all shipping fees. 

The price to ship this heavy system back to reolink is around $ XXXX. I have had multiple conversations, and phone calls with support, where they agree these items are damaged. They informed me the only way of returning anything is through tehnical support, whom they only have email contact with. They then just re escalate my case, and the same technical support rep ( Yogurt ) keeps telling me to help them confirm they are damaged by troubleshooting. They have asked me to go to great lengths just to prove this system is not working, to get them to honor their return policy. He has asked me to spend multiple hours troubleshooting, and to record videos and upload them to www.wetransfer.com, a website I have never heard of, nor trust. Why am I spending my time trying to prove my case for a return? I have tried everything to get the company to honor their return policy. I am requesting a chargeback for this charge as the merchant is not honoring their return policy, and is unresponsive to any attempts to mitigate the situation. I am also attaching the email conversations and receipt of purchase for evidence. 

When I opened the dispute with Ally bank, I called the dispute department and opened the case. The representative from Ally told me to keep the items until the resolution is resolved. Ally took a very long time to come to a conclusion, and each time Ally states that I did not have enough information or evidence to support my claim. The seller did not offer any recourse for return. The cost to return the defective product is very expensive, and per the XXXX 's own terms and conditions, XXXX is responsible for all shipping charges for returning a defective device. Please see the attached evidence which shows XXXX is not honoring their return policy, and I have no recourse for return. The Ally rep mistold me to keep the items until the dispute was completed. This was over the phone, and those phone calls should be recorded. 

https : //reolink.com/us/warranty-and-return/

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation