CUSTOMER SERVICE Archives

Joan Cassell sent her iPhone XR to Gazelle for recycling, but a disagreement over its condition led her to request its return. Gazelle claimed the phone was mailed back, but Joan never received it. Tracking information showed it was sent, but no delivery evidence was provided. Gazelle insisted the phone was stolen and advised filing a police report. After contacting the company on her behalf, they admitted USPS lost the device and compensated Joan with $170, exceeding the original offer. This story highlights the challenges of returning used electronics.

Gazelle lost my iPhone. Can you help me find it?

August 2, 2024July 26, 2024 by Christopher Elliott

Where is Joan Cassell’s iPhone? Gazelle says it sent it back to her, but there’s no evidence it was delivered. Whose responsibility is this lost phone?

Maxine Biggs booked a flight for her husband from Salt Lake City to Geneva via Booking.com, but United Airlines canceled it and promised a refund. Despite United sending the refund to Booking.com three months later, Maxine is still waiting for her $1,751, six months on. Repeated calls to Booking.com only resulted in empty promises and no concrete information. After contacting both companies on her behalf, it was discovered that United had mistakenly exchanged the ticket instead of refunding it. Finally, after much confusion, Maxine received her long-awaited refund.

Refund confusion after United Airlines cancels his tickets. But where’s the money?

September 25, 2024July 24, 2024 by Christopher Elliott

When United Airlines cancels her husband’s flight, it promises Maxine Biggs a prompt refund. So why is she still waiting for her $1,751 six months later?

Susan Thompson booked a fully refundable car rental through Priceline with Sixt but was denied a refund after canceling due to her travel companion's medical emergency. Despite having written confirmation of the refund policy, Sixt and Priceline initially refused to return her money. After persistent efforts and assistance from consumer advocacy, Priceline reviewed her case, leading to a full refund. This situation highlights the importance of understanding car rental cancellation policies, taking proactive steps to secure refunds, and seeking help when companies are uncooperative.

My car rental is fully refundable. Why is Priceline keeping my money?

January 15, 2026July 22, 2024 by Christopher Elliott

Can a car rental company just change its refund rules whenever it wants to?

Craig McAllister paid $524 for front-row tickets to a Mets-Yankees spring training game in Port St. Lucie, Fla., only to find his view obstructed by an ESPN cameraman. With 80% of the game blocked, he stood until he found better seats in the sixth inning. Despite contacting SeatGeek for a refund, he was initially refused, as the venue did not consider the cameraman an obstruction. After reaching out for consumer advocacy, SeatGeek reviewed the complaint and offered Craig a $150 credit as compensation, which he accepted.

I can’t see the baseball game! Can I get my money back from SeatGeek?

June 1, 2025July 19, 2024 by Christopher Elliott

Craig McAllister can’t see most of his baseball game in Port St. Lucie, Fla. Does he deserve a refund from SeatGeek?

Glen Hartness faced an unexpected challenge after mistakenly booking the wrong night at a La Quinta hotel through the Priceline app. Despite promptly notifying both Priceline and the hotel, and receiving a cancellation confirmation from the hotel's front desk, Priceline refused to issue a refund. This frustrating situation highlights the strict enforcement of nonrefundable rates, even for honest mistakes. However, after escalating the issue, Priceline eventually agreed to process the refund, though the ordeal underscored the need for improved booking safeguards.

A Priceline booking problem leads to a nonrefundable hotel room — or does it?

July 29, 2025July 17, 2024 by Christopher Elliott

Glen Hartness books the wrong night at a La Quinta hotel through the Priceline app. Why won’t Priceline refund the erroneous booking?

When an airline loses your luggage, does it have to fully refund your expenses? That's what Adam Hirsch would like to know after Swiss International Airlines lost his luggage on a flight from Los Angeles to Venice, Italy.

Swiss lost luggage problem: Can the airline only refund me for half my expenses?

March 24, 2025July 15, 2024 by Christopher Elliott

When an airline loses your luggage, does it have to fully refund your expenses? That’s what Adam Hirsch would like to know after Swiss International Airlines lost his luggage on a flight from Los Angeles to Venice, Italy.

Why are airlines being so nice to you?

July 15, 2024July 13, 2024 by Christopher Elliott

Airlines are shedding fees, giving away free stuff, and being extra nice to their customers. Has the world gone mad?

When Alaina Chargois orders an outfit from an online marketplace called Afrikrea, she receives the wrong item.

I returned my custom outfit to Afrikrea, but they kept my money!

July 15, 2024July 12, 2024 by Christopher Elliott

When Alaina Chargois orders an outfit from an online marketplace called Afrikrea, she receives the wrong item. Why can’t she return it?

After Laurence Bauman's closet collapses, he hires Beltway Builders to fix it. But soon afterward, the closet collapses again. Now the company wants him to sign a nondisclosure agreement. What's going on?

Overbilled for my closet repair! Should I sign this nondisclosure agreement?

July 13, 2024July 5, 2024 by Christopher Elliott

After Laurence Bauman’s closet collapses, he hires Beltway Builders to fix it. But soon afterward, the closet collapses again. Now the company wants him to sign a nondisclosure agreement. What’s going on?

If your airline changes your schedule and you ask for your money back, how do you get a refund? It should be automatic, but it isn't always.

How do I get a refund for my canceled Aerolíneas Argentinas flight?

July 4, 2024July 3, 2024 by Christopher Elliott

If your airline changes your schedule and you ask for your money back, how do you get a refund? It should be automatic, but it isn’t always.

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