Consumer complaint received 2017-02-28
Company: WELLS FARGO & COMPANY
State: MN
Product: Credit card
Issue: Billing disputes

Complaint:
To whom it may concern, I filed credit card disputes with Wells Fargo VISA and XXXX VISA after I bought an extendable dining table that was defective. The result of the XXXX investigation into the matter was that XXXX violated XXXX policies and I was refunded the full amount of {$1800.00} charge for the down payment for the table. Following Wells Fargo 's investigation, I was told, " We are unable to obtain a refund on your behalf because your dispute falls within the merchants 's pricing and policies, which we have no authority to change ''. I asked them specifically which " pricing and policies '' they were referring to and they were unable to give a satisfactory explanation. As of now, the merchant has the full amount of {$1800.00} I charged for the remaining balance of the table ( not just the 30 % restocking fee the merchant was withholding which was what I was disputing ) and they have possession of the table. 
When the table was delivered, the XXXX professionals from the delivery company were unable to assemble the table properly. They were unable to level the sections of the extendable table and each time they leveled XXXX side, the other side became unleveled. Also, when the table was extended, the sections scraped together which would eventually cause damage to the tabletop. After XXXX hours they were unsuccessful. The following week, the Manager and Warehouse Assistant from XXXX spent 2 more hours attempting to assemble the table encountering the same problems as previously. I was told by the Warehouse Assistant that the table would need all new hardware and the Manager said they would order me a new table. When the table was picked up to be returned, the XXXX professionals were unable to take the table apart and after 2 hours turned the table on it 's side and dragged it out on a blanket. 
Feeling uncertain about the purchase, I called the merchant to say I did not want to order a new table. She became defensive, confrontational and argumentative. She told me I would have to pay for a 30 % restocking fee and I told her I did n't feel I should have to pay for returning a defective table that never worked properly while in my possession. My receipt states the 30 % restocking fee is for custom items " not taken '' and I did take the table and allowed them opportunity to resolve it 's issues. I requested a return when the problems were not resolved. The receipt also states " credit card refunds '' as this is how my original purchase was paid - it does not state that I have to use the money refunded as store credit. The receipt states " Final Sale '', which I interrupted to mean I could n't return merchandise that was in working order and the merchant was willing to refund my money and return the table and was just withholding a 30 % restocking fee, which is what I was disputing. She did not know what the issue was with the table until it was returned to the store. I 'm unsure why she would reorder another table for me if it was just a minor issue as she stated. 
I received several emails from Wells Fargo VISA during the dispute process stating, " We 're making progress on your dispute '' but was never shown the merchants responses or asked to respond or clarify the situation and after many months I got a phone call stating my dispute was closed. 
I am reaching out for your assistance to help me resolve this situation as I feel I am entitled to a full refund. I am confused that XXXX banks investigated the same dispute with different outcomes and I would like this explained. The reason I use my credit card to purchase large items is for the protection they provide consumers when they do n't get what they paid for or receive a defective product.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation