Troubleshooter helps Durham woman get refund on computer not delivered

DURHAM, N.C. (WTVD) -- A Triangle woman says a costly online order turned into a frustrating battle for a refund, until her doorbell camera helped prove her case.

Lakisha Webb, of Durham, placed an online order through Walmart, including two computers. But when the delivery arrived, she says only one computer was on her porch, despite the confirmation saying two computers were delivered.

Her doorbell camera captured the delivery, and the video appears to show just one computer being dropped off.

"I waited a day to see if it was another delivery coming. It never came," Webb said. "And then I started calling and sending emails, and they told me that it was showing delivered."

Webb said she contacted Walmart about the missing computer and shared the doorbell footage showing only one box.

"Plain as day, and it was just one box on my porch," she said.

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When she talked to a customer service representative for Walmart, she said she was promised a refund for the one computer. Instead of refunding the missing computer, Webb says Walmart refunded her for computer monitors, items she says were delivered correctly.

"They refunded me for the monitors, which I didn't ask for, and I told them why I was on the phone with the agent, that that was the wrong refund. He told me it was a computer situation and it'd be OK."

Webb said she continued trying to resolve the issue but grew increasingly frustrated.

"It was a lot of money -- $500 is a lot of money to just let it go," Webb told the Troubleshooter. "I know you can get a job done. You've helped me before."

The Troubleshooter got in touch with Walmart and shared the doorbell camera video and other documentation, and that's when things quickly changed.

"Within the next day, someone from Wal-Mart called and he was going to refund my money, and he did," Webb said.

Webb received her refund for the missing computer, minus the mistakenly refunded monitors, which had been delivered. She was then able to purchase the second computer for her son.

Walmart thanked the Troubleshooter for bringing the matter to its attention and giving it the opportunity to resolve the issue.

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