Consumer complaint received 2022-09-12
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
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:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Payment Method : Credit/Debit Card I purchase several items from an online store on XX/XX/2022 from XXXX ( XXXX XXXX ) upon receiving the the first shipment with only two items of the XXXX XX/XX/2022 items 30 days after purchase. One item the zipper was broke, the other item was ill fitting made incorrectly. I reached out to the merchant in regards to return. I then asked since the main reason of me ordering from this site is for the outfit that the zipper was broken for a specials occasion that following weekend. I would like to cancel my remaining order and asked for the return address to return the returning qualify order. This communication with them is via - their website on chat there is no number to contact them. I reach out to them on XX/XX/2022 and they refused to give me a return address to send the items, nor provided a return label with the purchase items. They asked for clear pictures which was sent. ( note each time I send a message it takes them the following day to respond. They then offer me coupons for my next purchase and a refund of 10 % then 20 % of the items. I decline this offer for I didn't need the items I needed my full refund of those items that was not usable and qualify of their return policy. with much back and fourth with them. I contacted my credit card CAPITAL ONE. I provided my statement of all the items in question which was about 11 items of the 22 items purchase. of course they went to the merchant and their response was the return policy of 14 days, which by now I'm still going back and fourth with them on just getting an address to return the items all together. After now XX/XX/2022 I'm disputing with Capital one and have provided support as request of the items. Now the merchant states they want refund me because I have an open case with the bank and the bank want refund me because I have a dispute with the merchant. I've now paid to send back the items. So I don't have the items, nor my money and the credit card is paid in full. 

As for Capital one they asked for items, prices, commutation with the merchant, pics, I've provided all the above and now their telling me I need to contact another business and get a company letter head from them for a second opinion and now the case has been closed on their end and they might look at it again if i provided this second opinion. but I need to contact the merchant and the merchant says i need to contact the bank. 

Capital one then asked me to provided the receipt of the returning the items, this too is not satisfying to them. They keep referring the merchant return policy for they mention the items that are not refundable such as a swimsuit and jewelry. I informed them I didn't return any jewelry and them items I'm returning are, dress, shorts set for my vacation that by now is no longer needed for it took over 30 days to received the packages, so why would l not qualify for a refund either from the merchant or the bank I'm asking them why i can't get a refund of the items that quality for return rather it was because it was no longer needed, unusable, or plain i just don't want them. I provided everything they have asked and they are there to protect me and my purchase when I've done and followed everyone instruction. they told me the case is closed and and good luck with the merchant. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$14.00} {$110.00} I'm expecting the following refund of a total purchase out of {$350.00} The chat communication with the merchant below Received a defected item The shorts zipper broken, and to small the jacket is extremely to big. disappointment the only reason why I order from this site is to get this one outfit for my bday,. 
XX/XX/2022 XXXX I've only received two items out of the order. doesn't work for me, I want to cancel the entire order that I have yet to receive and return the two items I have .. highly disappointed in the product XX/XX/2022 XXXX Hello, I verified that it has been shipped on XXXX, the tracking number is XXXX, you can click the link below to check the logistics : XXXX XXXX XXXXusps.comXXXXXXXX XXXX The shipping time is XXXX working days, not including weekends, because this is an international transportation, the logistics information sometimes can not be updated in time, but don't worry, your package is still in normal transit. we can not cancel it now. 

In order to further assist you, Could you please send us clear pictures of the item in question? Once we receive the photos, We will give you a reasonable solution Thanks for your support and understanding. 
Have a nice day. 
Customer Service XXXX XX/XX/2022 XXXX Hello, on the two items that I did received, please advise on how I can return those items. The pink outfit the zipper gets stuck, unable to take a picture of this issue as well it doesn't fit. the second item doesn't fit as well. I would like to start the process of return or do you want me to wait on the other items for as of today I have yet to receive? 
XX/XX/2022 XXXX Hello, Best to provide pictures. 
You can wait for the order to arrive and apply for after-sales together customer service XXXX XX/XX/2022 XXXX I've received my second package and I will like to start the process of return several items. there is no return tag please give assistance on what it is needed to return these items. also my bag was partial open upon receipt of the items. per my list one items was not received ..the one shoulder tropical print cutout romper XX/XX/2022 XXXX Hello, Sorry to bring you a bad shopping experience. 
Could you kindly please send us clear pictures of the label on outside packing, so that we can verify your problem as soon as possible? By the way, please advise me if the package was damaged when you received it. 
Once we receive the photos, We will give you a reasonable solution. 
Hope you can understand. 
Customer Service XXXX XX/XX/2022 XXXX XX/XX/2022 XXXX XX/XX/2022 XXXX XX/XX/2022 XXXX please provide return information for the items I want to return that don't fit refund for the items i didn't receive. 
XX/XX/2022 XXXX Hello, We are sorry that our products are not satisfactory to you. 
Can you tell us the XXXX XXXX XXXX XXXX XXXX or the name of the product you want to return, and the reason after receiving the message, we will provide you with a solution immediately, look forward to your reply. 
Have a nice day. 
Customer Service XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Hello We are so sorry for this condition.We are willing to compensate you for a 10 % refund of the price of your itemand and you do not need to return them back What do you think? 
Waiting for your reply. 
XXXX XX/XX/2022 XXXX I can not fit at all 50 % of the items., I don't need nor want the items i have I want my refund of all the items I do not need to keep anything I can't wear. So the answer is no thank you .. 10 % is not even a facture of what is owed to me XX/XX/2022 XXXX XXXX, XXXX XXXX do not support return Is a XXXX XXXX XXXX for the item does not support return and 20 % refund for the rest acceptable as a compensation for you to keep the item ( s )? 
And please show us a photo of the outer packing and a photo of every item you received Thanks a lot Have a nice day Customer Service Ray XX/XX/2022 XXXX this is unacceptable. I will not negotiate or bargain with items that I paid full price for and it doesn't meet up or quality standard. Please provide full refund of all my items I no longer want anything. I've already provided pics of the pacakage, I will not be providing pics of items for I don't agree with the terms of 8 coupon that I will never used and now a 20 % refund. Please give me my entire refund of all items XX/XX/2022 XXXX Hello, We can give you 20 % refund of items support return, will you accept? 
Customer Service XXXX XX/XX/2022 XXXX I DO NOT WANT A 20 % DISCOUNT OF ITEMS I CAN'T WEAR OF ITEMS I DIDN'T RECEIVE. OF ITEMS i NO LONGER WANT AT ALL BECAUSE OF YOUR TERRIBLE CUSTOMERS. I WANT A RETURN LABEL FOR ALL ITEMS i NO LONGER WANT YOUR PRODUCTS. 
YOU HAVE TOLD MY CREDIT CARD COMPANY THAT THE ITEMS ARE AS DESCRIBE WHICH IS NOT THEY ARE ILL FITTING.. I DO NOT WANT A PERCENTAGE OF MY REFUND I WANT MY ENTIRE MONEY BACK FOR i CAN'T AND DONT WANT TO WEAR THESE BAD FITTING ITEMS i DON'T WANT TO KEEP THESE ITEMS AND ONLY RECEIVED 20 %.. I WANT 100 % OF MY FUNDS AND A RETURN LABLE TO SEND THIS XXXX XX/XX/2022 XXXX Hello, You may return the products within 5 days ( from the date you receive the address ) our mailing address is as follows : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX US Please note : * Item ( s ) must be in their original condition. All returned or exchanged items must be unwashed, unworn, and undamaged, with all tags attached, and also free of stains, makeup, or deodorant. 
* As per our return policy, customers are responsible for return shipping fee. 
* We are not liable for any return packages that become lost or stolen in-transit. 

After shipping the items back, please send us the photo of the receipt from the shipping company indicating the weight of the package and the tracking number. 
Once we check the receipt has been delivered, we will arrange for a refund Have a nice day. 
Customer Service XXXX XX/XX/2022 XXXX why are you now giving me the shipping information along with telling me I have 5 days Hello, You may return the products within 5 days ( from the date you receive the address ) AS YOU AWARE OF IT'S pass that time frame. Are you now willing to give me a full refund. all all the return items, which is not mention. Also what about the item I didn't received at all, which i provided pictures of the open packages, please advise when will i get a refund for that item, i paid for the insurance to ensure my package, but yet you have given me nor mention the issue of the non receipt of the item i didn't received... I've been asking you for return label since XX/XX/XXXX, its XX/XX/XXXX, please advise and confirmed that once I ship these items I will get my refund for it is now pass the time you mention in ( ) Also note non of your items have tags on them, they all came in a zip lock bag, balled up or flat. please advise on what is mention above, XX/XX/2022 XXXX again, arrange for a refund at what % please give information. 
also where is my refund for the item I didn't received at all. 
XX/XX/2022 XXXX i WILL BE RETURN THE FOLLOWING ITEMS : WITH THE REQUEST OF TOTAL REFUND 100 % BACK TO MY CREDIT THAT IS ON FILE : {$180.00} XX/XX/2022 XXXX **sent pictures of the items in question** XX/XX/2022 XXXX **sent pictures of the items in question** XX/XX/2022 XXXX **sent pictures of the items in question** XX/XX/2022 XXXX **sent pictures of the items in question** XX/XX/2022 XXXX **sent pictures of the items in question** XX/XX/2022 XXXX **sent pictures of the items in question** XX/XX/2022 XXXX **sent pictures of the items in question** XX/XX/2022 XXXX **sent pictures of the items in question** XX/XX/2022 XXXX Hi please note that the item XXXX do not support return you can send back items to the address we sent to you XXXX XX/XX/2022 XXXX Please advise on when I will be receiving my refund items have return on the XXXX of XXXX VIA USPS XXXX XXXX XXXX XXXX XXXX XXXX Hello, Please send us the picture of the receipt, Customer Service XXXX XX/XX/2022 XXXX XX/XX/2022 XXXX Hello, Can you contact the bank to inquire about how many days will they process your dispute? As even you have contacted them to close the dispute, it almost take them over a month to get this solved totally, We need a specific date of that. In that case, we can refund you, otherwise the refund will be rejected. 
Thanks for your support and understanding. 
Have a nice day. 
Customer Service XXXX XX/XX/2022 XXXX excuse me why do i need to contact the bank if you provide a refund to me as I've done everything you asked to get i will not need to contact the bank, we're both waiting on you.. please give me my refund as you stated its been two months of back and fourth with you give me my money.. i've done what you asked and you keep coming up with excuses not to give me my funds. Now you have the items and still want give me my refund XX/XX/2022 XXXX it's resolve with the bank .. we are both waiting on you response please give me my funds back asap XX/XX/2022 XXXX Hello, Because you open the dispute before, we can not apply for the refund now, Customer Service XXXX XX/XX/2022 XXXX are you freaking kidding me so with all this ship send pictures of shipping was for what? if you going to deny me refund after receiving your items back and still not refunding me my coins.. 
XX/XX/2022 XXXX as stated before the dispute is closed with my cc once i return the items, please provide my entire refund of the list of items that was not up to quality and i return for full value XX/XX/2022 XXXX Hello, As even you have contacted them to close the dispute, it almost take them over a month to get this solved totally, We need a specific date of that. In that case, we can refund you, otherwise the refund will be rejected. 
Customer Service XXXX XX/XX/2022 XXXX The bank has closed the dispute and it's closed as of XX/XX/2022. please provide me with the refund that is due to me for the items that has been sent back Expected response timeWithin 24h

Company response to consumer: Closed with explanation