Consumer complaint received 2017-07-29
Company: WELLS FARGO & COMPANY
State: MN
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:
I filed credit card disputes with Wells Fargo VISA and XXXX XXXX after I bought an extendable dining table that was defective. XXXX XXXX  dispute investigation determined that XXXX XXXX violated VISAs policies and I was refunded the full amount of the {$1800.00} charge used for the down payment for the table. However, following 2 Wells Fargo VISA dispute investigations, I was told, We are unable to obtain a refund on your behalf because your dispute falls within the merchants pricing and policies, which we have no authority to change. When I asked for clarification, they were unable to give me a satisfactory explanation. So, I filed a complaint with CFPB. The response from Wells Fargo following that investigation was I did not have a 3rd party who works with furniture to verify the table was defective. As a result, I contacted Signature Designer Services the company that delivered and returned the table. I spoke to the owner XXXX XXXX ( XXXX ). She recalled the situation immediately. I obtained and attached a letter from her verifying the table was defective.
Signature Design Services delivered the dining table on XXXX/XXXX/2016 and after working for 2 hours their 2 professionals were unable to successfully assemble the extendable dining table. While being extended out, the sections scraped together which would eventually cause damage to the tabletop and they were unable to level the sections of the tabletop so you could safely put a glass down without it being so unstable that it could tip over. The following week, I allowed XXXX to send technicians to my house to attempt to again assembly of the table ( I was not told there was a different technician on vacation or I would have waited for that person ) but after 2 more hours encountered they same problems as previously. I was told my the manager, XXXX, that they would order me a new table.
Feeling uncertain of the quality of the table, the fragile mechanism which extends the table and the fact that I specifically asked the designer for a table I could extend myself ( which Im unable to do with this table as it has to be moved to center it in the room ), I didnt want to reorder another as offered. I called XXXX, the owner of XXXX XXXX to tell her I didnt want the same table replaced. She became defensive, confrontational and argumentative. I felt bullied. She informed me I would have to pay a 30 % restocking fee if I returned the table. I told her I didnt feel I should have to pay a restocking fee for a defective table, this is not typically done.
On XXXX XXXX 2016, XXXX XXXX XXXX came to return the table and were unable to get the table apart, so after 2 hours they turned the table on its side and dragged it out on a blanket.
After the table was returned and the credit card disputes were already filed to get my restocking fee of approx. {$1100.00} back ... weeks later, I received emails ( XX/XX/XXXXto waive extra fees & XX/XX/XXXX to select any other merchandise ) that XXXX was willing to accommodate me and find resolution. By this time, she had destroyed any possible working relationship with her abusive communication and I had already started working with other companies to purchase a table. The merchant gave Wells Fargo many responses that were untrue with the timeline, my responses, phone calls she made to me and conversations that never took place. I worked with the merchant as best I could with what was offered to me at the time it was offered.
As of now, XXXX XXXX has the full amount of {$1800.00} I charged on my Wells Fargo VISA for the remaining balance and they have possession of the dining table.
Although my invoice reads Final sale, I do n't believe this is meant for defective items as receiving a defective item would be a breach of warranty. The invoice does not state return policy of defective items, so I do n't feel I should have to take a store credit that was offered to me weeks after the return.
I am reaching out for your assistance to help me resolve this situation with Wells Fargo VISA.

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