Alco Packaging Inc.

Review: The merchant double charged me for a single item that I purchased in September. When I contacted them to inquire about the double charge the merchant acknowledged in writing that there was in fact a double charge and that a refund was due. Since that time no refund has been issued and the merchant will not return my phone calls or e-mails. I chose to not dispute the charge with my credit card company since I had previously been told that a refund would be issued. By the time I realized I would not be receiving a refund it was too late to dispute the charge as I had already paid my credit card bill in full. I suspect that the merchant will not return my calls/e-mails as they are aware that I have written documentation to support my claim (e-mails and credit card statements). They must feel it is much easier to ignore me than to do the right thing.Desired Settlement: Please refund the balance of the double charge $92.19.

Business

Response:

We apologize for any issue with your order. I personally spoke to [redacted] several times regarding his double charge. When the issue was first presented, it was a while after the purchase of the item. We took a while to find information regarding the verifying of the overcharge through our credit department. I myself do not handle that. They originally could only find the one charge via our default payment gateway, and not the second. After playing phone tag with [redacted] I told him they had found the charge, and that we'd issue the refund within 72 hours. It was about two weeks after the initial call. I was then told by the credit department that the second charge was an error with Paypal our secondary payment method processing the order even though it wasn't supposed to. However they couldn't find the actual funding transaction. So they didn't issue the refund. Again, I spoke with [redacted] and asked him to give the fu ll card number so we could find the transaction with our credit card processor Harbour Touch. I understand he is frustrated as this has taken way too long. We can no longer refund the money via the processor electronically, and I personally will be sending a check for the full amount.