Problem Solver: Winery Gets Promise of Refund

Purchasing products on-line can be a risk but for many of you it's the only way to get what you need. When a business owner contacted us about his on-line fiasco we went to find out how he could get his money back. Dianne Derby helped him get his refund and reminds you of important tips for buying online in this 7 On Your Side Problem Solver.

When Alvin Pack needed a pallet stacker for his winery in Columbus North Carolina he headed to the Internet.

"They're sold locally but they don't lift high enough for us," said Pack. "We needed at least to lift 10 feet to put our pallets on the top of the shelves and we also need to lift barrels."

He discovered forkliftdeals.com, found out they were a member of the Better Business Bureau, and forked over more than $2700.

"We needed it right away," said Pack. "They assured us they could do that and they promised us they would do that and I told them specifically that that's one reason we came to them and we placed the order and did not hear from them again for two weeks or so."

So he says started making calls and sent dozens of e-mails but kept getting excuses...

"Here's the one that's dated November 29th 'I've been preoccupied with a family emergency I'll be back in my office and will call you'," said Pack as he read the note he said was sent to him by the owner. "That didn't happen."

So the next e-mail he sent was to 7 On Your Side. When we contacted the owner of Forklift Deals, Robert Walzer, he sent us an e-mail stating he would refund Pack's money. He added, "We have been in contact with him several times by both phone and email throughout this transaction, but unfortunately, due to the adverse weather in Seattle and the Thanksgiving holiday, we are not available 24/7."

"I'm available all the time," said Pack. "I'm here 7 days a week. There's no way you can't get in touch with me."

But Problem Solvers made sure Pack did get the promise of a refund...giving him a chance to stop worrying about the green it takes to run his business and get back to refining his red and white. 

So how can you prevent something like this from happening to you when you make a purchase online? The South Carolina Department of Consumer Affairs spokesperson Maria Audas says find out what the conditions for cancellations are before handing over your money and make sure you get it in writing on the contract or receipt.

If a merchant ignores your requests to cancel file a complaint with the SC Department of Consumer Affairs or the Better Business Bureau.