Consumer complaint received 2019-09-05
Company: AMERICAN EXPRESS COMPANY
State: KY
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:
Back in XXXX we purchased furniture from XXXX XXXX store. We purchased a dining table set, sofa set, and dresser. We paid for 5 year warranty and delivery charges for all furniture. The delivery charges we had to pay cash on delivery to driver. In couple days we received the dining set and sofas as we were aware we would be receiving the dresser following week. The day that we received the dining set and sofas, we had spent hours assembling the dining set as there was parts that didn't fit well ( uneven pieces ) so the basically chairs was useless to us. We called next day and rep named XXXX told me to bring those chairs in as they would try to fix those or look at it. We drove 27 miles with those chairs and waited long time for someone to assist us. The sad part was we had to carry our baby with those chairs as we carried everything to them. A rep looked tried to reassemble those parts but weren't able to as he did agree those parts weren't even in sizes. XXXX and XXXX was very disrespectful and informed us to swap it out with floor models or they can take out parts from the floor models and fit into " brand new '' ones. We had no choice but to wait and have them replace parts from floor models to " brand new '' chairs we purchased but however it was the same issue! The rep said the back rest is bad so we demanded XXXX and XXXX that we should get these replaced for brand new ones as they said they don't come separately and we are out of luck. They simply told us " they could't do anything. '' I told them I purchased the warranty so what's it good for? XXXX had informed me to use the warranty benefit when I have a broken couch so I am using full benefit as the warranty can only be used once. We were left hanging and went back with those unbalanced chairs ( that would rock around ). Following week, we received our dresser as I paid additional cash on delivery charge because it was delivered separately. As we took it out from the box, it was preassembled and two of the cabinets were not even and didn't even fit evenly inside!! so I called and they said they couldn't do anything! I then filed a complaint with BBB on XX/XX/XXXX, I received a reply as they wanted me to call the store and talk to the VP. I had called and visited them as I was refused to get service!! SO I decided to dispute the charge with American Express and informed them with every detail and information. The case was resolved and I got credited back. A month later I saw the charge back into my account as American Express informed me that " the Merchant '' XXXX XXXX stated I had warranty that I can use so American Express charged me. I informed American Express that I have attempted multiple times to get it resolved as I went to the store twice and made phone calls yet they were not helping me! I had the worst customer service experience with American Express as I was told from American Express if I had any " written document '' from XXXX XXXX that they are refusing my warranty. I was very disappointed that I am in this situation where on my side I have made attempts yet my own credit card company is telling me to justify this. Its like American Express wants me to lay down on my knees to XXXX XXXX. Why can't they understand that I have made several attempts but they are happy because they got paid and left me hanging. I then informed American Express to re-open the dispute as there has to be justice ( why should I pay them more than 2,000 dollars for broken furniture and I had warranty ) They re-opened the case and I came to find out American Express took their side because the letter I received said " The company '' XXXX XXXX had tried to contact me several times about this issue when this is NOT true!! they revered the table on me! So therefore, I clearly think my case was not properly investigated and studied. I want justice!!! I paid more than 2,000 dollars with American Express as AX is not helping me!

Company response to consumer: Closed with explanation