Consumer complaint received 2018-11-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WI
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/18, I bought {$2700.00} worth of cosmetics from XXXX XXXX in XXXX XXXX with my Capital One card. No more than 10 minutes after purchasing this stuff, my husband told me to go back to the store and return everything. I walked back to the store to return my purchase, but XXXX mysteriously locked their doors, preventing me from coming back to return my items. This was well before XXXX in the afternoon on a busy day on the XXXX in XXXX XXXX. I had to fly back to WI the next morning at XXXX, so I just took the products with me on the plane and then sent these items XXXX XXXX   XXXX  the next day. This package originally wound up going between myself and XXXX, with XXXX refusing to take the package back. XXXX then sent it BACK to me, and at that point, I walked the package into the XXXX XXXX XXXX  XXXX XXXX hub and have documentation to confirm that I not only refused this package, but sent it back AGAIN to XXXX XXXX. While all this was happening, I had a XXXX XXXX employee try to give me ANOTHER package from XXXX XXXX at my apartment. I met the XXXX XXXX gal at the door and verbally refused the package. The XXXX XXXX employee did not give me any kind of tracking number, but I DID ask her twice if she was noting that the package was refused, and she said yes. She input the refusal on her scanner. 

Therefore, there were a total of two packages associated with XXXX XXXX. ONE of them for SURE was accepted back from someone named XXXX with XXXX XXXX or XXXX XXXX XXXX XXXX, which is the company that sells XXXX  XXXX products out of a store on the XXXX XXXX XXXX. I have a document which shows where the 2nd package went, but I am not able to verify if XXXX accepted that package ALSO, because since I never got any kind of/ /tracking number from XXXX XXXX , the only  definitive way of knowing if either XXXX XXXX or XXXX XXXX  XXXX XXXX XXXX XXXX XXXX package, is if XXXX XXXX  XXXX XXXX would provide their XXXX XXXX Account number, which they have never been willing to provide to me. I DID have a conversation with an employee at XXXX  XXXX who made a very interesting statement to me, saying that when packages wind up being in limbo, where the shipper and recipient never claim a package, it is XXXX  XXXX 's policy to actually destroy the package. So, for all I know, this 2nd package is either STILL at a particular XXXX XXXX hub in their Overgoods section, or it's been destroyed. The one thing I DO know, is that XXXX XXXX XXXX XXXX XXXX has XXXX accepted at least ONE of the packages back. 

I have documentation related to my dispute with Capital One, dated XX/XX/18 and XX/XX/18, as well as a copy of the tracking label and proof of delivery. 

I paid {$2700.00} with my Capital One card for these products from XXXX XXXX, and {$7900.00} with my XXXX card for these products. XXXX, after reviewing the receipts, etc, has credited my account. Capital One has failed to do so, because they're saying that MasterCard is refusing to credit my account because I bought these items in person, vs. online. MasterCard/Capital One is also saying that the receipt shows that all purchases are final. HOWEVER, I received at least 3 different copiess of receipts during this purchase. I WILL note that all my receipts were pushed to the bottom of my bag at the time of my purchase, and even though the salesman was AWFULLY slick about having me sign a couple of these receipts and NOT pointing out their return policy to me, each of the receipts has different verbiage on them related to returning these products. ONE receipts has NO verbiage regarding returns. Yet ANOTHER receipt says there can not be any returns/exchanges within 14 days of purchase. Yet a THIRD receipt says that there can not be any returns/exchanges within 14 days of purchase AND that there will be a 25 % restocking fee for items returned or exchanged within 14 days of purchase. There is additional verbiage on there that all sales are final. 

Obviously, the return policy is confusing and misleading, to say the least. I was never verbally told by the salesman that all sales were final. If he HAD, I would've called my husband first, since it was such a large amount. 

It IS important to note that these two XXXX XXXX packages didn't contain all the items in one box related to XXXX, and one related to Capital One. I have several letters that I sent to XXXX regarding THEIR dispute, if you guys would like to see the paper trail related to them. My contention, is that if one of either XXXX  XXXX or XXXX XXXX XXXX XXXX 's employees accepts ONE package back, and I don't have the OTHER package, and I've tried in GREAT faith to return that 2nd package to them, but XXXX XXXX XXXX XXXX XXXX refused that package and it's sitting somewhere in XXXX XXXX   limbo, then Capital One should credit my account {$2700.00}, since I REFUSE to pay for merchandise that I DON'T have. Capital One has never contacted the merchant on my behalf. All they've done, is fiddle XXXX around with my documentation, stall, etc. I HATE Capital One, because where is the help? I'm OBVIOUSLY not getting any cooperation from the merchant myself. I shouldn't have to pay for products that a slick salesman stuck me with, even though I don't have them. It IS interesting to note that XXXX  XXXX 's corporate office had sent me an email via a XXXX  complaint that I had filed acknowledging how XXXX XXXX XXXX XXXX was a retailer and XXXX XXXX is a wholesaler, and they acknowledged the negative, misleading and XXXX sales tactics of XXXX XXXX  XXXX XXXX XXXX on the XXXX  in XXXX XXXX . I have seen numerous accounts of others who have been scammed with XXXX XXXX products in this same manner, by going on the XXXX XXXX website.

Company response to consumer: Closed with monetary relief