ComplaintsforDunhams Sports

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dunhams Double charged my debit card and is refusing to reimburse what they took. Even after the bank called and verified that in fact they did pull the payment twice. Nobody can seam to get me answer on why i have waited over a week and still no refund of the money they should have never taken. I tried to resolve this with the management team but o am getting no where. I was a loyal Dunhams customer up until this point in which I’ll never be back. Shame on them. This is small town USA, remember word of mouth travels and I will be sure to tell everyone my experience dealing with Dunhams trying to get a resolution. Horrible business practices.. they pulled 2 different charges of 77.31 from my account as you see with the supporting photo I have provided.

  Business response

  06/09/2023

  [BBB Transcription via Email]

  First and foremost, it is important to say Dunham’s did not charge the customer twice.  Attached please find our account records which shows he was charged only once.  What occurred was the customer pulled his card out of the credit card machine too quickly and the transaction was not completed.  When that occurs, the original attempted charge is reversed so that the process can begin again.  After the reversal, he was asked to put his card back in and complete the process, which he did.  From our attached records, you can see we only charged him once, so no refund is required. 
  
   
  
  From experience, we reasonably believe his bank received the input twice and it is our belief has the second charge as “pending” on his account, even though it says it says “processed”.   Once his bank reconciles the pending charge with the reversal, the charge should drop from his account.  Dunham’s has no control over the bank and cannot have the bank drop the pending charge any quicker.  It is our understanding, however, that the bank should drop the pending charge, usually after 5 – 7 days, but it could be longer depending on the bank.  As of the date today, it would not be surprising if the second charge has been dropped.
  
   
  
  We understand how this process can be upsetting and wish we could speed up the bank’s response time for him, but are unable to do so. 
  
   
  
  If you have any questions, please feel free to contact me anytime.
  
   
  
  Thank you,
  
   

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