If you paid for them with a Credit Card, call the CC Customer Svc line and solicit help from there, beginning with having the charge cancelled/reversed - put into a suspense file - and taken off your monthly statement...don't ask me how I know that.
AFTER the charge is removed/refunded from your billing, the retailer can argue as long as they want about the intended functionality of the choice of the product they sold you. Be sure to OFFER to send the product back AT THEIR EXPENSE whenever they want it.
Works on retailers that refuse to honor promised services or stand behind product they sell, on hotels and restaurants that refuse to honor promised services yadda yadda yadda....and the TX Dept of Consumer Affairs can be really helpful too.
FWIW IMO This incident seems like it reeks of being able to return something that the retailer's EE suggested you buy, and did not perform as the EE's opinion suggested it should/would.
Coupled with my own lack of ability in establishing a confident buying decision communication with this retailer in recent months, and following how this incident has played out, I've been buying the same kinda optics stuff as planned for this makeover I'm going thru elewhere, and spent more money so far this year than I've spent in the last 5+ years in this category of product, and am not quite done yet. Just Sayin'
Don't be rude, don't yell & scream...and DON'T take NO for an answer either. Never Forget ...the Retailer needs you more than you need them.
IMO I found that AMEX is the best at this Satisfaction Resolution thingy when I was running $100-150K a year in T&E Expenses "back in the day" some 30 years ago traveling a national territory...but an everyday consumer level VISA/MC account ain't bad to work with either, 'specially when you have a high FICO Score and an unblemished long term payment record...and multiple open accounts that the VISA/MC vendor can see and potentially lose the $$ volume of your daily charges to a sister VISA vendor. Banks CC Operations have to compete for your business too.
Edited by WileyCoyote (04/13/15 08:51 AM)
"These are the times that try men's soul's"...Thomas Paine
"Those who fail to learn from History are doomed to repeat it" ....Santayana
"There's a sucker born every minute" P.T. Barnum, on why he always had customers to see the sideshow features.