Consumer complaint received 2023-04-02
Company: AMERICAN EXPRESS COMPANY
State: RI
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:
On XX/XX/XXXX, I placed the order on XXXX XXXX XXXX website, the order supposedly comes in multiple shipments as it contained multiple pieces of jewelry. But the shipments have encountered delivery issues as there appears to be someone falsely signed the package which I have notified the merchant immediately. The first shipments delivered prior to the shipment of claim XXXX were atomically signature required by the merchant ( it was not an option on the merchants website upon purchase ) and they were less valuable than the shipment of claim XXXX, therefore it is ridiculous how under the circumstances which the merchant is well aware that there is a delivery problem at my address yet did not take any security measure when sending the shipment of claim XXXX. It is common knowledge that it is the merchants sole responsibility to deliver the merchandise to the correct recipient especially when the package contains high-value items, otherwise, any person can walk up to a delivery truck and pretend that the person lives in a certain address and get the package. As of today, I have not received any package from XXXX XXXX XXXX, I have done everything the merchant told me to, file a police report and file for bank dispute, I also have submitted a complaint through the XXXX XXXX XXXX, I really dont see anything I have done wrong here and I dont believe it would be fair for me to take the such a huge loss for jewelry that never reached my possession. Falsely filing a police report is a crime, the official police report should work as proof of I did not receive the merchandise. Firstly, prior to the merchant sending out this package ( value XXXX $ ), the merchant was aware that there is a security risk at my address, the previous package from this merchant have been falsely signed by someone else, and when I was in another state doing a job interview, those previous packages contained less value product yet required signature. However, under such a circumstance, the merchant still sent out such a high-value item without any security measures to ensure the package reach the hand of the correct recipient. I have provided the official police report to prove that I didn't receive the item as falsely submitting a police report is a crime. It is the merchant 's responsibility to ensure the package reaches the hand of the correct recipient therefore I don't believe I am responsible for the loss of the merchandise. 
Secondly, the proof of delivery provided by the merchant did not show whom it was received by, why should I be paying for the item when I did not receive the item? It is ridiculous for a luxury merchant to send out high-value items without any security measures, no signature or ID check nor did the carrier attempt to contact me for the delivery. The signature requirement was automatically applied when making a purchase at the merchants website, I did not opt out and why did the merchant have a signature requirement on the less valued items yet did not require a signature on the delivery of shipment that contained higher value? Under the circumstance that the merchant is aware there is a security risk at my address even with previous shipments that required signature, the merchant is supposed to take additional security measures such as an ID check or have me pick it up at one of the couriers locations to ensure that the next package ( the {$10000.00} product ) reaches the correct recipient. 
In conclusion, the responsibility for the loss of the merchandise lies with the merchant, they should be the ones at fault for the loss of the item, as they failed to take sufficient security measures to ensure that the package reached the correct recipient, despite being aware of the security risk at my address. The merchant is responsible for ensuring that the package is delivered safely and to the correct recipient. It is unreasonable for me to be held responsible for the loss of the merchandise when there is no evidence to suggest that I received it. In addition, I have provided an official police report to prove that I did not receive the item, and it is not appropriate for the merchant to expect me to pay for something that I did not receive. 
I have uploaded all documentation and evidence to Amex but Amex stands with the merchant simply because of a proof of delivery that has no signature or picture showing where the package is left. There is no evidence supporting that the package has been received by me, the package would not have been lost if the merchant has taken reasonable adequate security measures to ensure the package gets delivered safely to the hand of the correct recipient. But my credit card company left me unprotected in this case, it is ridiculous how Amex sided with merchant for proof of delivery when it is a shown delivered but not received case.

Company response to consumer: Closed with explanation