Can anybody offer advice on an online purchase dispute? (long-ish)

[Pixelated]

I bought two purses online. When they arrived, one was not the one I'd ordered (on the order confirmation email, there was a text description of what I'd ordered alongside a photo of the purse I got ... they were not the same).

The second purse arrived with a clearly defective zipper. The company asked initially for photos. Okay, they need to be sure I actually got the items. No problem. I sent them photos along with an explanation of the problems. Then they wanted ANOTHER photo of the zipper. I didn't see how a second photo would make a difference, but sent it, along with a very-small-words explanation of why the zipper was defective.

NOW they want me to send a video showing me trying to open/close the zipper. I'm very wary of this because I believe it will leave them open to saying "Well,see, YOU broke it." They've also stopped mentioning the second purse (the wrong one) at all. I need to wait 15 days to file a chargeback.

So my question is ... should I try to produce this video? Or should I just bumble along until the 15 days have gone by and then file for the chargeback and hope I win? (Needless to say I will certainly never order anything else from these people!)

[Kristev]

Go ahead and make the video. That way, you can say you did everything they asked.

[Android Kaeli]

I agree with Kristev, do the video but also wait to do the chargeback in case you don't get the replacement and/or refund from the company. I'm pretty sure you'd win it, since they not only sent you defective items but also the wrong thing as well.

[Pixelated]

Android Kaeli: the credit card company won't process the chargeback unless the company doesn't cooperate, so there's no chance of a clash there.

I'm worried that, if the zipper works at all, they will then claim there's nothing wrong with it.

How do we upload photos on this new site?

[Pixelated]

Go ahead and make the video. That way, you can say you did everything they asked.

I sent the video. NOW they're saying I need to re-send it because they need "permission" to open it. I have no knowledge of video making/sending so I don't even know if it's possible to lock a video ... but I do know I sure didn't do it deliberately.

Pretty sure I'm close to (or possibly passing) the 15-day mark my credit card company needs to start the chargeback process. I'll send the video again and then call the CC company on Monday.