Woman wants computer refund

June 13, 2012 3:07:06 PM PDT
It didn't take long for Marsha Derynck to realize she had a problem with a new computer she bought from BJ's Wholesale Club online.

"Set it up and it didn't work. Unfortunately, it kept crashing and all that. So I called BJ's warehouse and they said no problem, that's something wrong with it, so send it back," Derynck said

Derynck said she was given a return authorization number.

"They said that the return authorization was good for 14 days only. I had to return the computer within 14 days," Derynck recalled.

Derynck sent the computer and waited for a refund, but still hadn't gotten it a month later. Instead, she got an email from BJ's.

"Which was a prepaid label to return the defective computer. Now, this was a month. Remember their rules: 14 days to return the computer. So you know, I emailed them back with that and said what's the deal, what am I supposed to do with this? We've already returned the computer. You have the computer. Just please get me my money back," said Derynck.

Derynck waited another billing cycle, but there was still no refund of over $1,000.

"So I emailed them and emailed again and said: Where is my money? And I finally got an answer, an actual response, and she said: Well, we need your tracking number, because we can't prove we have the computer," said Derynck.

"So I emailed them the Fedex tracking number and they finally said: Yes, we do have the computer. And I said: Well, then get me my money back please. Well you know, they just kept dragging their feet and dragging their feet and I got really mad," said Derynck.

Derynck got in touch with me and I reached out to BJ's and it didn't take long for Derynck to get her full refund.

"Thank you very much Diane, because I really needed that off of my credit card," said Derynck.

A representative with BJ's told ABC11 they were sorry about Derynck's experience and blamed the problem on a technology glitch.

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