Canal Street Audio Charged deposit for an item never delivered Little FAlls New Jersey

The customer came in stating that her factory Mercedes Benz radio had stopped functioning. I personally removed the radio from the vehicle and tested it to make sure that was the problem. The customer was right, the radio was bad and we offered to sell her a brand new Pioneer radio. She OK'd the installation for the reasonable price we gave her, and I installed the radio. Once the installation was 90% complete, she called the shop worried that the aftermarket radio we were installing in the vehicle, wasn't going to look factory enough for a Mercedes Benz. My boss told her to come down and take a look at it, to see if it was what she was looking for. Now, keep in mind, we only get paid if its what the customer wants; I had already spent upwards of an hour on this vehicle. ($90/hr) Once the customer came to the shop to check out the installation, she concluded that it wasnt the look she was going for. Everything with the radio functioned perfectly and the aftermarket dash kit make the installation look flawless. Regardless, we offered to return her car back to stock and she said she was going to buy a refurbished radio from the mercedes dealership. After removing the Pioneer radio, and putting the car back to stock with the radio that was not working properly, i remembered a company in Europe that offers discount Mercedes equipment. I gave their distributor in Michigan a call to find out if they had a unit available and they did. The down side of purchasing it from them was the shipping time. We had requested express shipping so that the customer would have the radio within a week. Even though the customer had to wait to receive the unit, the savings we were giving her were well worth it. We were selling her the factory, brand new! unit for $390 installed.. Dealership price: $650 REFURB! In the end, the company overseas never ended up sending us the unit, as to why, i have no idea. We told the customer that all she had to do to get her deposit back was come in, we'd swipe her card and the money would be in her account.. Im not sure of the exact time frame, but several days to maybe 2 weeks later, my boss see's a charge back on his statement! We had never refused a refund, nor would we ever on an item that the customer cannot receive! This claim against us is insulting and very misleading! We treat all of our customers with the highest level of customer service and would never act like the above statement.

Rob
Canal Street Audio