I had a similiar problem with National Bullet Co. I called VISA after almost a year, and they said I had gone past the deadline for complaints. The Visa rep sounded like she couldn't care less.
I charge a lot of $$$$$$ on Visa, so I wrote them a letter. Sure enough, they got me my money back.
Lessons learned: Don't wait too long to file a complaint, and don't be put off by uncaring phone rep. Take the time to WRITE. It saved me almost $100!!!