Consumer complaint received 2020-10-21
Company: AMERICAN EXPRESS COMPANY
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Reference : XXXX XX/XX/2020 On XX/XX/2020 weve placed an order on XXXX for a brand-new XXXX XXXX XXXX ( XXXX XXXX ) XXXX for the amount of {$1700.00}. The camera was shipped and delivered to our address in XXXX  XXXX, NY on XX/XX/2020. Upon checking the package weve noticed some irregularities with the product viewfinder of the camera looked flimsy, body had scratches and had signs of previous modifications and in general didnt look like brand new.

To verify the authenticity, weve checked the serial number on the  bottom of the camera and entered it on XXXX website it showed us error and wasnt found in the records.

Next weve contacted XXXX XXXX via XXXX in order to get an answer. Manufacturer wasnt able to verify this camera either and asked where did we make a purchase. When weve told that it was XXXX XXXX XXXX, we were informed that its not authorized seller and they cant confirm its authenticity either via phone. They recommended to address this concern directly to the seller in order to obtain a copy of certificate of authenticity. Otherwise its not recognized by XXXX as authentic. 

After that weve contacted XXXX XXXX XXXX via the phone in order to get this situation resolved. While we were not able to get a direct answer about the condition of the camera, weve been told that we have to address this concern to XXXX XXXX. 
When weve responded that weve already tried that and XXXX wasnt able to do so weve got a response well, if XXXX cant help you, we - either. At that moment weve already had our doubts about authenticity of this order and decided that the best option would be to request a return for a refund which we did XXXX XXXXwas issued on XX/XX/2020. 

Later that day on XX/XX/2020 weve purchased ( because merchant refused to provide a prepaid shipping label ) a XXXX  shipping label with tracking number XXXX XXXX XXXX. Because we didnt know exact weight of the package, XXXX  customer support advised us that we should enter XXXX when created a shipping label when weve dropped off a package on XX/XX/2020 XXXX  store representative weighted the package and adjusted the cost of the label as well as the weight on file as XXXX according to their Privacy Policy. 

Return package with tracking XXXX XXXX XXXX was successfully delivered on XX/XX/2020 back to XXXX XXXX XXXX  in XXXX, NJ. However weve noticed that we didnt receive a refund, nor weve received a confirmation email. Weve decided to give XXXX. a call via XXXX but were put on hold without any luck of getting connected when mentioned that were interested in getting directed to the return department. Later after weve filed a billing dispute we have received respond that weve returned an empty which is a lie and not correct and we provide a proof of that. 



[ End of page 1 ] At that point weve decided to look up online do other customer had the same experience as we did and we were horrified dozens and maybe even hundreds of other users report XXXX XXXX XXXX  as fraudelant store where they sell counterfeit products and refuse to refund buyers. ( see A # 7 ). XXXX even buys fake reviews services to hide real stories of the customers, who like us, were scammed. 

For all of the above mentioned we are submitting supporting documents which could be found below. 

Were kindly asking for assistance in this case and expediting the claim in order to get our {$1700.00} back to our American Express account. 

Kind regards, XXXX XXXX XXXX XXXX [ End of page 2 ]  SUPPORTING DOCUMENTS :

Company response to consumer: Closed with monetary relief