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Hi, I purchased almost $3000.00 worth of windows for my home. Some were the wrong size, some the wrong style and all had smudges between the glass, not to mention an overall poor quality appearance. I did contact the cc company and dispute the amount. Then I disputed in writing within 30 days of the purchase. My question is does the cc company pull back the money from the store I bought the windows? Or does the credit card company take the hit for the bad windows? And when do I know? As it stands I have a massive credit on my account as I had immediately paid it in full before I had even rec'd the special order windows. The window company doesn't seem to really care if we're happy. Thanks!

Did you speak to the window store to see if they could rectify the situation by taking back the wrong windows and replacing them? Typically you are supposed to try and resolve the situation before asking the credit card company to step in.

If the credit card company has already paid the window company for your purchase, they will charge-back the purchase. So the merchant will "take the hit".

Thanks for the prompt reply. I have been in constant contact with the Home Improvement store that I purchased them from. It keeps getting worse. As it stands I am now waitning for the replacement windows but they refuse to send them to us directly, so we'll have to borrow a truck and drive 80 miles to pick them up.(25 sashes) Then we'll have to reinstall them and pay to dispose of the old ones. I have rec'd one replacement window so far and that isn't up to par either. Will the credit card company still withhold payment until I tell them not to, or are they judge and jury to decide if replacing the windows is enough. (I am concerned that the replacements aren't going to be great either, the window rep told me that their quality control isn't what it should be.) Thanks again!

That sounds messy. I believe that the transactions which have occurred so far are final.

Transaction 1. You purchased the windows and your card was charged
Transaction 2. You were not satisfied with the windows so your account was credited
Transaction 3. The credit card issuer most likely processed a charge back to the merchant.

Now if the store delivers what you ordered, they will most likely put a new charge through on your credit card.
You should keep all your paperwork that shows you did not receive what you ordered, and I would elevate your situation to the highest level manager at the home improvement store. They should give you a discount if you are driving to pick up windows.

Thanks again for your prompt reply. This is a wonderful website, it's not too often that you can ask a question and get a response alomst immediately. Thanks on behalf of everyone who uses this site for your input.