Originally Posted by Viperml
I think he has contacted them enough times already.
I would not waste any more time. If you wait to long to file a dispute with the credit card then you lose. Visa and Mastercard have time limits that you can file a dispute. If he files a dispute and works it out with the merchant later then he can always call his credit card and stop the dispute later.
X2--I is not his responsibility to coerce them into a more reasonable response.
As others have mentioned, a dispute with a credit card company can be a PITA for a company, unless they just decide to credit as a matter of policy, which is getting more common due to the cost of fighting them.
Either way, the company has to at least do something rather than just blow off customers.
We seem to see this kind of stuff a lot as companies grow. They will be great companies when run by the founders and dedicated early staff, but then they get bigger, higher "professional" managers for things like customer service (or outsource it) and things go down the tubes. Some wise up a straighten out, others don't and eventually stagnate due to bad reputations. In these times with all the online reviews and such, reputation deterioration can happen much faster than it has in the past.
It is disappointing, to be sure, as Weathertech has based their business on buy American, highest quality, great service, etc to justify the relatively high pricing. I would certainly bet that most of their employees in the US wouldn't want their jobs put at risk because of heavy handed customer service.
It is kind of mind boggling to imagine that they would actually tell a customer it is the customers fault because the followed the enclosed, incorrect, instructions, because somehow they should have known there were other correct instructions somewhere. It sounds like the excuses you get from a 6 year old.