‘I thought I was getting somewhere’: New Jersey dad bought his daughter a $959 iPad — but when she unwrapped the gift, the box was empty. And that’s when his real headache started

Stunned, he grabbed his phone and immediately called BJ’s Wholesale Club, where he had bought the device.

“I got a very nice rep on the phone,” he told NBC. She asked him to send a photo of the empty box, so he did right away.

An initial email from BJ’s was promising, but when McCollum followed up a week later, a different story emerged.

‘I thought I was getting somewhere’

A member of BJ’s care team told him he would need to dispute the charge through his bank.

McCollum then contacted American Express. A representative told him the purchase was covered under their protection policies. So McCollum submitted the required paperwork and sent it via certified mail — but his dispute was denied within a week.

McCollum followed up with both BJ’s and American Express, hoping persistence would pay off.

“I thought I was getting somewhere from the tone of the calls I was having,” he told NBC10.

But both appeals were denied. McCollum shared his experience with coworkers and customers, one of whom suggested he file a complaint with NBC10’s consumer help team. That’s when things finally started to change.

“I felt relief… just the fact that someone was listening to me,” McCollum said.

NBC10 stepped in, sharing receipts and account documentation with both BJ’s and American Express. Within a week, the credit card issuer told McCollum they were reviewing why the refund had been denied. Two days later, he got the call he’d been waiting for: a full refund was on the way.

“We handle situations like these on a case-by-case basis,” American Express told NBC10.

When the news team contacted BJ’s, the store requested McCollum’s membership number and added, “We’re pleased that the issue has been resolved.” And when asked for details about how an empty iPad box made it into a customer’s hands, BJ’s said they had “no additional details.”

American Express advised that for any questions about refund claims, cardholders should call the number on the back of their card.

For McCollum, the long journey ended with a win, but not without a lot of persistence, paperwork and one well-placed complaint. Here’s what you can do to protect your big purchases and avoid a situation like this.

What to do to protect your big purchases

Sometimes the unexpected happens, and you want to be protected when it does. Here are some tips to protect your big purchases:

Check the item right away

Even if it’s a gift, don’t wait until the big day to find out something’s wrong.

Make sure you open the box to see if the product is there and if it's the right size or model — or if it's damaged.

If the purchase is electronic, you may want to power it on and make sure the device works properly. If you wait until potentially weeks later to report an issue, it can make returns and disputes more challenging, and the burden of proof will be on your shoulders.

Use the right payment method

For big-ticket items, you may want to use a credit card instead of a debit card or cash. Credit cards often have purchase protection or dispute resolution processes.

When you’re considering credit cards, look for cards with built-in protections, like extended warranties, return protection and theft or loss coverage. Some premium credit cards reimburse you if the item is damaged, lost or stolen within a certain timeframe.

And be sure to keep your receipts. Whether digital or paper, having proof of purchase is essential when making a claim.

Choose trusted retailers

Shop with trusted stores that have a clear return and customer service policy.

Avoid third-party sellers on marketplaces if you’re not familiar with them. It’s harder to prove who’s at fault if something goes wrong, and it often becomes a “he said, she said” situation.