Consumer complaint received 2021-08-10
Company: CAPITAL ONE FINANCIAL CORPORATION
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:
Capital One I made a purchase by XXXX XXXX. Merchant was given the size of the bathroom 4x8x9. 

Placed a order last week of XXXX. 2021 for tiles {$2900.00} and was promised delivery in a week on a Monday. On Sunday I had the Bathroom Demo completed as well as fixtures. Called Monday morning and was told delay till wed - thurs, called wed they said delay till next wed. 

After the 2nd week I called and asked for the status of the delivery they advised only the Wall tiles arrived and waiting on the Mosaic Tiles & Floor tiles, Six weeks later I called the delivery arrived. Tile contractors laid down the tile and it only covered 1/3 of the bathroom after 4 hours of work. I called XXXX XXXX XXXX  and advised there is not enough tile. Two weeks go by and then a delivery was received and was not told there would be a additional {$500.00} + dollars charged. Again the contractors arrived and laid down the tile and again it covered only the walls, no floor tiles. 

Called XXXX XXXX XXXX again and still unaware of the {$500.00} charged I asked what is going on where are the floor tiles. Again they said they will deliver '' this week. ''. 

Two weeks later I get a call and the delivery was outside and the delivery driver said he needs {$480.00}. I stated there must be some confusion because I already paid the bill. The Driver replied and said you have to work it out with the XXXX XXXX. I said ok deliver the tile and I will call the store. He then said that they will charge the same card that the {$500.00} + was charged on. Thinking the driver is confusing me with another delivery. 

I called the store and asked what the charge for? 
The reply was that I gave wrong info for the amount of tile to be delivered. My answer was I gave you the size of the bathroom. 4x8x9 and my contractor designed the schematics on a graph with the exact measurements, how am I responsible to know the amount of tile to order, thats the tile house 's responsibility. 

Wanting to be done with this I asked whats the charge the answer was {$580.00}. I asked how did you get to that #. The reply was {$400.00} for tile and {$180.00} for Overnight delivery.

At this point I was beyond livid. I contested the overnight delivery and became irate after stating that the delivery is 6 weeks late!!! and that I will not pay the charge. 
The store called the driver and instructed him to just leave. I called Capital One and advised that I wish to dispute the charge because the order that I placed was short shipped ( aside from the broken tiles ). Capital One made me fill out several pages and in one of the statements it stated that I need to go to a Merchant in the same line and have them write a letter as to what the issue is and how to resolve and the best course to remedy the issue. I wrote. N/A since this case did not apply. Had I fixed my engine by a mechanic and it still wasn't working then I would go to another mechanic and then pay the charge again for repair at that point the 2nd mechanic would have a reason and a incentive to write a letter. With my case going another tile house and asking them to write a letter with a reason why there was a delay and why I had to reorder more tile and why there is broken tiles. Even with this ridiculous requirements what is the probability to find a tile house that sells the same exact tile and that would write a letter on my behalf when there is nothing for them to gain??? 

I did go to 3 stores and obviously none wanted to get involved. The third store was XXXX XXXX and a assistant asked for the manager and when asked for a letter. The reply was sorry we dont do that and we dont sell the tile that you are showing us. 

After calling Capital One and spending several hours on the phone with Supervisors I kept getting brushed off. At that point I was apprised of the {$500.00} + charge. I never approved the additional charge the reply was to contact the Merchant and ask for a refund. I asked the supervisor if any Merchant just decides to charge my card I am left at the mercy of merchant to refund me.?

I apprised the Supervisor that if practical sense is not applied to my issue the I will have no recourse but to pursue Arbitration. 

Please look into the matter and advise what can done. 


Regards

Company response to consumer: Closed with explanation