Pete McCollum wanted to surprise his daughter with a top-of-the-line iPad Pro for Christmas. But when she unwrapped the $959 gift, she was shocked.
“On December 23rd, I gave my daughter the gift, I gave her the box. She opened [the packing box] and opened the Apple iPad Pro box, but it was empty,” McCollum told NBC10.
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Stunned, he grabbed his phone and immediately called BJ’s Wholesale Club, where he had bought the device.
“I got a very nice rep on the phone,” he told NBC. She asked him to send a photo of the empty box, so he did right away.
An initial email from BJ’s was promising, but when McCollum followed up a week later, a different story emerged.
‘I thought I was getting somewhere’
A member of BJ’s care team told him he would need to dispute the charge through his bank.
McCollum then contacted American Express. A representative told him the purchase was covered under their protection policies. So McCollum submitted the required paperwork and sent it via certified mail — but his dispute was denied within a week.
McCollum followed up with both BJ’s and American Express, hoping persistence would pay off.
“I thought I was getting somewhere from the tone of the calls I was having,” he told NBC10.
But both appeals were denied. McCollum shared his experience with coworkers and customers, one of whom suggested he file a complaint with NBC10’s consumer help team. That’s when things finally started to change.
“I felt relief… just the fact that someone was listening to me,” McCollum said.
NBC10 stepped in, sharing receipts and account documentation with both BJ’s and American Express. Within a week, the credit card issuer told McCollum they were reviewing why the refund had been denied. Two days later, he got the call he’d been waiting for: a full refund was on the way.
“We handle situations like these on a case-by-case basis,” American Express told NBC10.
When the news team contacted BJ’s, the store requested McCollum’s membership number and added, “We’re pleased that the issue has been resolved.” And when asked for details about how an empty iPad box made it into a customer’s hands, BJ’s said they had “no additional details.”
American Express advised that for any questions about refund claims, cardholders should call the number on the back of their card.
For McCollum, the long journey ended with a win, but not without a lot of persistence, paperwork and one well-placed complaint. Here’s what you can do to protect your big purchases and avoid a situation like this.
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What to do to protect your big purchases
Sometimes the unexpected happens, and you want to be protected when it does. Here are some tips to protect your big purchases:
Check the item right away
Even if it’s a gift, don’t wait until the big day to find out something’s wrong.
Make sure you open the box to see if the product is there and if it’s the right size or model — or if it’s damaged.
If the purchase is electronic, you may want to power it on and make sure the device works properly. If you wait until potentially weeks later to report an issue, it can make returns and disputes more challenging, and the burden of proof will be on your shoulders.
Use the right payment method
For big-ticket items, you may want to use a credit card instead of a debit card or cash. Credit cards often have purchase protection or dispute resolution processes.
When you’re considering credit cards, look for cards with built-in protections, like extended warranties, return protection and theft or loss coverage. Some premium credit cards reimburse you if the item is damaged, lost or stolen within a certain timeframe.
And be sure to keep your receipts. Whether digital or paper, having proof of purchase is essential when making a claim.
Choose trusted retailers
Shop with trusted stores that have a clear return and customer service policy.
Avoid third-party sellers on marketplaces if you’re not familiar with them. It’s harder to prove who’s at fault if something goes wrong, and it often becomes a “he said, she said” situation.
Register high-value items with the manufacturer when possible. This can help with warranty claims, but it also proves that the item was yours to begin with.
Protect the shipment
Shipping errors or theft can occur before you even receive your item, so if you have the option, go for signature confirmation on high-end deliveries.
Use secure delivery addresses. Consider having packages shipped to your workplace, a locked parcel box or a neighbor who’s always home if you’re not able to receive the delivery.
Track your shipments closely and report anything suspicious as soon as possible.
Act fast if there is an issue
If you do receive an empty box, a damaged item or nothing at all, take photos right away to document the packaging, labels and contents.
Report the issue to the retailer and your credit card issuer promptly in writing — not just over the phone.
Follow any instructions from the retailer accurately, since missed paperwork or deadlines can result in denied claims, even if you’re in the right.
Anytime you spend a lot of money on a purchase, the stakes are high. It’s worth taking a few extra steps upfront to avoid the long, frustrating process of disputes and appeals later.
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This article provides information only and should not be construed as advice. It is provided without warranty of any kind.
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