Consumer complaint received 2019-06-07
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
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:
Around XX/XX/2019, I purchased 20 items of clothing from XXXX - an clothing apparel retailer located in XXXX. I paid a total of {$390.00} for order # XXXX. 
On XX/XX/2019, XXXX did contact me to inform me that 3 pieces would not ship and they have already refunded {$73.00} to my credit card. 
I received 1/2 of the order ( 10 pieces ) and I was very displeased. The clothing items were of poor, poor quality and did not look like the pictures of the items as advertised on the company 's website. 
To date, I have not received the balance of the order ( 10 pieces ). 
On XX/XX/2019, I emailed XXXX  via email and I informed that that I was very displeased with their product of poor poor quality of the 10 items received, and that I did not receive a balance of 10 items. I informed XXXX that I wanted to return their merchandise for a full refund of {$320.00}. 
The XXXX customer service representatives and I emailed back and forth from XX/XX/2019 until XX/XX/2019 with no resolution. XXXX was toying with me with no intentions of refunding not allowing me to return the merchandise. 
Bottom line, XXXX is a fraudulent retailer who is guilty of false advertising and scamming customers. 
XXXX ships extremely poor quality merchandise. XXXX does not ship your complete order and claims that they did. 
XXXX says that they will allow you to return the merchandise but : a ) They will not provide you with a Return Authorization Form with return instructions ; b ) The warehouse XXXX advised me to return the merchandise to is bogus. I called the warehouse and spoke to XXXX XXXX ( XXXX ) XXXX-XXXX and he stated that he is not affiliated with XXXX. 
XXXX also pretends as if they dont know the style # s that I am referring to even though I have provided them with the order # s and pictures. 
Around XX/XX/2019, I called and reported this crime to the Fraud Department of my credit card merchant who paid the {$390.00} to XXXX - Capital One / Case # XXXX. 
I received a letter from Capital One dated XX/XX/2019, informing me that Capital One had credited my account the amount of {$320.00}. The amount of my dispute. 
However, on XX/XX/2019, I noticed that Capital One deducted the disputed amount from my account. I called Capital One to inquire and I was told that the merchant ( XXXX ) had responded and denied my claim. Capital One asked me for documents to support my claim. On XX/XX/2019, I faxed 17 pages of emails, copy of the order and pictures to Capital one. 
On XX/XX/2019, I called Capital One to inquire about the status of my dispute. Capital One claims that they did not receive a thrid-party approval and have denied my claim. 
What I want is : 1 ) Capital One or XXXX  must refund the {$320.00} to my account ; 2 ) XXXX should be investigated and banned from selling to individuals in the United States. 
P.S. I still have the 10 pieces of poor quality garments that I received and can provide them to you as further evidence if needed.

Company response to consumer: Closed with monetary relief