Consumer complaint received 2020-10-20
Company: AMERICAN EXPRESS COMPANY
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Credit monitoring or identity theft protection services
Sub-issue: Billing dispute for services

Complaint:
XXXX I contacted XXXX XXXX for the very first time. I inquired with the customer service representative that if they are providing delivery and assembly services. The company is committed to providing White glove and Assembly for big purchase orders. The customer representative told me that they are not providing white glove delivery at that time due to Covid-19. Hearing that, I told the representative that I needed the assembly of the furniture done in my home so therefore I dont want to be placing an order with their company unless they can provide me with assembly of my furniture as well. Upon that, he customer representative wanted to ask his manager if they can make an exception for my order to deliver and assemble in the room of my choice. After being on hold for about 5 minutes, the customer representative informed me that his manager approves of the delivery and assembly in the room of my choice so I can go ahead and place the order. Hearing that, I took his word for it and placed the order in the amount of {$2200.00} for six pieces of furniture. This phone call lasted about 45 minutes due to the constant holding from customer representative talking to his manager to get approval for assembly in the room of my choice inside my home. After placing the order this day, NO RETURN/ CANCELLATION POLICY was sent to me. There was no invoice sent to me to sign and confirm the return/ cancellation/ delivery/ shipping policy. The ONLY sent me the receipt of the item I had placed the ordered for with total amount of XXXX. 

XXXX I received an email from XXXX XXXX on shipping update. The email stated that the furniture items have been shipped out to the local delivery company and I will get an email once the items are arrived at the delivery company. 

XXXX I received a phone call from a third party shipping company. They told me that they can not assemble the furniture inside my home due to Covid-19. I told the shipping company that I had spoken to the customer service representative at XXXX XXXX   who got approved by his manager to assemble in the room on my choice. The shipping company denied that claim and said that XXXX XXXX  does not deliver the furniture by themselves and the contract is given to a third party, their, company. Therefore, the shipping company would not be aware of the conversation I had with the representative at XXXX XXXX. They shipping company completely refuse to deliver and assemble the furniture on their end until Covid-19 restriction would be lifted. The shipping company told me I had to contact XXXX XXXX and bring this issue with them since the shipping company is not going to deliver or assemble inside my home. 

XXXX I called XXXX XXXX back and demanded answers regarding the delivery and assembly of the furniture I had ordered. XXXX XXXX  did not take the full responsibility of lying and misguiding me regarding the assembly and delivery of the furniture. I demanded to speak with the manager who had given the approval for delivery and assembly. The manager did not get on the phone with me, instead, I was told that I have to wait. I felt that XXXX XXXX  had lied and betrayed me. I spent almost an hour placing the order on XX/XX/2020 making sure they will ship and assemble in the room of my choice. The customer representative told me to wait until the covid-19 pandemic restrictions were lifted. I told the customer representative that they are fraud and they only wanted my business for money. I told them that I was lied to and was misinformed about their policy so I would like to cancel the order. The customer service representative canceled my order that day. 

On that same day, I had made FULL payment of my balance with AMEX which included the cost of the furniture {$2200.00}. I contacted AMEX right away and told them that I had made full payment of my balance however I have cancelled the order of {$2200.00} due to fraudulent activity. The representative at AMEX started a dispute for the amount of {$2200.00}. 

XXXX I got an email from XXXX XXXX that they have refunded me the amount of {$2000.00}. They charged me a 15 % restocking fee. I originally paid {$2200.00}. They gave me {$230.00} less than what I had originally paid. I contacted AMEX again that day explaining to them that they refunded me the wrong amount of money. At that time, AMEX had already started the dispute for the amount of {$2200.00}. 

XXXX AMEX emailed me that XXXX XXXX has refunded me {$2000.00} and for the remaining {$230.00}, they have provided supporting documents for why they did not refund me {$230.00}. 



I have been disputing the amount of {$230.00} with AMEX. XXXX XXXX  sent AMEX a detailed version of their cancellation policies and 15 % restocking fee. XXXX XXXX  did not inform me of their policies when i was placing the order. XXXX XXXX  does not take any responsibility for their fraudulent lies and denied that they made any commitment to deliver and assemble inside my home. The third party shipping company did not want to be a part of this mess since they were not aware of what conversation XXXX XXXX  representative and I had. This is the main reason why I had to go and cancel the order.I did not sign any contract or any receipts of any sorts binding me to pay the cancellation fee. I am disputing the amount of {$230.00} that XXXX XXXX  failed to return to me with AMEX since XX/XX/2020. 

I urged AMEX about 5-6 times already and opened this dispute explaining them this exact situation listed above. Every single time I opened a dispute for the amount of {$230.00}, XXXX XXXX  sent a copy of their return policy to AMEX. This is not fair to the consumer and my rights arent being protected under the Consumer Protection Law.  Please take a note of this fraudulent activity. I will continue to dispute the amount of {$230.00} until AMEX or XXXX XXXX  does not resolve this issue. I was robbed of my money from XXXX XXXX and it is sad to know that AMEX supports XXXX XXXX more than their cardholder for 3+ years. I have made so many calls to AMEX, the customer representatives are either 1 ) not putting any description for the reason for my dispute or 2 ) they are not writing the full story as I am on the phone for 45 min  minimum each call. I am furious and angry as a AMEX customer. Please, call me for any further questions if there be any XXXX.

Company response to consumer: Closed with explanation