Valley woman has trouble returning online purchase

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PHOENIX -- A simple Internet purchase has turned into an ongoing problem for an East Valley woman.

I'm not a big believer in buying things off the Internet. But that's just me. Some folks really enjoy making purchases at the click of a mouse.

However, the next time you buy something over the Internet, I want you to remember what happened to Charlene Chausse.

For Chausse, there's nothing better than a hot cup of coffee in the morning.

"I don't function without my coffee," she said. "Coffee and then the kids' breakfast and then I go on from there."

And because she likes coffee so much her husband ordered her a coffeemaker from an Internet company called CoffeeMakers.com.

It's called the Senseo single serve gourmet coffeemaker and it costs around $85.

It basically makes one cup of coffee in 30 seconds, but Chausse says she really didn't need a one-cup coffeemaker.

"I liked it, but I didn't have any need for it," she said. "I have a coffeemaker and it has a delayed timer."

So, Chausse sent the coffeemaker back. After all, CoffeeMakers.com claimed to have a satisfaction-guarantee policy.

But instead of returning her $85, CoffeeMakers.com returned the coffeemaker back to Chausse.

"They told me that it was being returned and I asked for an explanation and they said, 'It appears there's nothing really written on here, so it appears that the glass was broken," she said.

Chausse said she tried to explain the coffeemaker is plastic. That's when CoffeeMakers.com came up with second excuse claiming the product had been used so they couldn't take it back.

But Chausse says that's nonsense. She never used the coffeemaker and, as we saw, the safety labels all seemed to still be intact.

"To me it's the principle of the matter," Chausse said. "We purchased something. It wasn't something that we could use. It's still in its original packaging. I never did use it and I'm just asking for them to refund our credit card."

3 On Your Side got in touch with a CoffeeMakers.com representative who told me they want Chausse to send them photographs showing them the product and the safety decals are still intact and only then will they consider returning her $85.

Are you kidding? They already inspected the coffeemaker once and sent it back. Now, they want photos?

Chausse says it doesn't make sense and wants you to think twice when you order something from the Internet.

"I had one gentleman tell me, 'Well, what do you want me to do?" Chausse said. "I said, 'I want you to take my item back,' and he's like, 'I can't do that."

But they did do it. CoffeeMakers.com is owned by a company called Netshops and someone in corporate got back with me this morning.

They told me they still need photos so they can dispose of the coffeemaker altogether, but they say the photos will help hold the manufacturer responsible.

And after getting tired of hearing from me, they did agree to refund all of Chausse's money, which made her happy.