Google checkout - what a joke
Written: Jan 23 '07 (Updated Jan 27 '07)
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Pros: There are no pros about dealing with Google checkout
Cons: Big company with a reputable name like Google - doesn't mean anything
The Bottom Line: You can't contact Google checkout other than through their e-mail messaging system. They send auto replies and it unknown as to whether they even really know about your situation.
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| hockeymom8062's Full Review: Google Checkout |
So you think with a prominent name like Google that purchasing from a company that you have not heard of before would provide you with a certain level of protection. After all, why would a company like Google use their name & Checkout to promote such a company. So goes my battle between Google Checkout and Ritz Camera.
Back in December I wrote an anonymous blog on a blogger's posting about my experience. I can't find it now. I believe my experience should be permanently detailed for other poor souls who may look before using Google checkout. Here's the story:
On December 11th I ordered some DVD disks from Ritz Camera using Google checkout thinking I could easily get them before XMAS. After waiting a few days, I contacted Ritz Camera. They had no knowledge of my order but kept insisting I try back in a few days. I waited and asked Google to inquire. As of December 16th when Ritz still had no knowledge of my order, I found the disks from another company (for the same price as the so called good deal with the google checkout discount).
I ordered them and sent cancellation messages directly to Ritz Camera and to Ritz through the Google checkout. I even asked Google to change my order status from "pending" to "cancelled" that way if and when Ritz tried to process the order that Google checkout would not pay them for it. Hence cancelled order right?
Wrong, Google checkout can't cancel an order. Only Ritz Camera can cancel the order even though the buyer purchased through Google checkout and it shows on my credit card statement as Google checkout. On December 18th, I called Ritz - they still had not knowledge of my order never mind be able to cancel it.
Come December 21st, I received a message from Google checkout and Ritz. They were pleased to inform me that my order has been shipped out and my credit card charged.
I called Fed. Ex. asking them to not pick-up the shipment. They told me it was still at Ritz' headquarters on the 21st. This despite the claim by Ritz Camera that they had shipped it out (either on the 18th or 20th - I got 2 separate messages with two different dates). Both these messages indicated that they were sorry but they got my cancellation requests too late and the order had already been shipped out.
Fast forward over the New Year's weekend. I had to fax my shipping location to not accept the package and return to shipper. I had to fax them 3 times because Fed.Ex kept trying to re-deliver.
During one of my messages from Ritz, a supervisor wrote that as soon as the package is returned to their warehouse it will take 5-10 business day to process the return and credit my credit card. I watched the Fed Ex tracking number which told me that the package was back at the shipper's warehouse at 10:30 am on January 10th. I waited 8 business days.
I sent a message to Ritz asking them to confirm the package was received and to tell me when I can expect a credit for the return. I received a message saying indeed the package had been received on January 10th and that I should wait a few days and then inquire again about my credit. Wait AGAIN - I already did that when I tried ordering the items to start with.
Fed up with waiting, I sent a message to Google checkout with the attached e-mail from Ritz indicating that they have received the returned package. Do you think that Google can credit my credit card given the attached e-mail from Ritz indicating they have the package and even the Fed. Ex tracking number indicating the same thing? I would be very surprised.
Especially given the fact that all they seem to be able to do is take the original order. They can't cancel it. They can't change status from "pending" to "cancelled" and I imagine they can't issue a credit for the order without Ritz Camera's approval. All of this would never have happened if Google could have changed my status from "pending" to "cancelled" and then there would have been no money available to process the order anymore.
I think Google checkout does not want to take any responsibility for any of this. That is terrible considering the "Google" name. Google checkout should make sure they are accepting credit card information for orders that come from reputable companies. AND, at the first sign of a problem, Google checkout should be able to put a stop to the order before it is paid for.
In my case, the credit card purchase had been authorized but not finalized. On December 18th, it dropped from my credit card's authorizations. Then, on December 21st, the purchase was finalized despite the fact that Google checkout was well aware that I wanted the order cancelled.
So will I ever get my credit for the order. If Ritz doesn't issue the credit, Google checkout will never issue the credit and frankly I don't believe they care. If they did care, they would issue the credit based on the information I sent them. They are a large company who decided to place their name on the line to work with Ritz Camera to process orders. They must not be willing to issue me a credit because they are afraid they might not get the credit from Ritz. Not getting the credit from Ritz is a problem for them but too bad for me, right?
If I would have searched "Google checkout complaints" or even "Ritz Camera complaints" prior to placing my order I would never have done so.
Recommended:
No
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hockeymom8062
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