Consumer complaint received 2023-02-14
Company: JPMORGAN CHASE & CO.
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:
From : XXXX XXXX Acct : To : Chase Card Services Dispute Division Dispute Resolution Vendor XXXX XXXX : {$1600.00} Dear Sirs : : I am writing in regards to the above referenced account and disputed charge, of which you have resolved in favor of the vendor based on a single document as opposed to the several pictures, documents and copies of email correspondence that I have provided to you. 

Below is a timeline of this order / dispute. 


XX/XX/XXXX - Order placed with XXXX for a 4 piece entertainment center consisting of 1-console, 1-left pier, 1 right pier and a bridge. Per their webpage shipment would be in 4 to 5 days. ( I provided you with a picture of what I was supposed to receive. ) XX/XX/XXXX - On or about this date I contacted XXXX because under order status it showed my order was in processing. They stated it had not shipped because they were waiting for shipping information from the manufacturer. ( I provided copies of emails to you ) XX/XX/XXXX - I contacted XXXX again about my order as it still showed in processing. They said it should ship soon. I then told them to cancel the order as it was not shipped as promised and which I am legally allowed to do under the BUSINESS PRACTICES AND CONSUMER PROTECTION ACT as I never accepted the late delivery date and the shipment was 30 days late. ( Agaan, copies of email correspondence was provided to you ) XX/XX/XXXX - XXXX says they can not cancel because amazingly now the order has shipped, but can not and does not provide any shipping details. I tell them repeatedly not to ship the items that I canceled the order. They ignore this request. 

11/9 - Four crates arrive at my house when my wife and I are at work. My daughter=in-law signs for them, unaware that I was not accepting the shipment I open the crates to inspect them for damage and to photograph to insure that I would not be liable for damaged goods. Upon opening the crates I discovered that what was delivered was incomplete and wrong. I received 1 console, 2 right handed piers, NO bridge and a console I did NOT order. ( I provided pictures of what I received to you to compare with what I was supposed to receive. ) I then informed XXXX that the order was wrong and pursuant to their webpage that items may be returned within 30 days I wanted the items returned for a full refund. ( Again I provided copies of emails to you ) From that point on all I got was the run around and delays from XXXX even though I consistently stated the order was wrong and that I wanted a refund. 

At this point I then contacted Chase to dispute the charge. 

Here is how that has proceeded In the dispute I presented the information below and as detailed above Over the period of 3 months I have given you the following information. 

Pictures of what I received from XXXX A screenshot of what I was supposed to receive. 
A screenshot showing the promised delivery date for the item on their website. Which still states ships in 4 to 5 days. 
IEmails between myself and XXXX where they acknowledge that the order is late and the items shipped are incorrect. 

Yet despite all of this you deny my dispute because of a signed shipping document for 4 crates. The contents of which were not visible until they were unboxed. I guess I could order a bar of gold and if I sign for the package and its a bar of lead it would make no difference to you because I signed for it. Bottom line yes it was signed for. Was It what I ordered? NO. I am lost as to what part of that you do not understand.. 

Maybe it is the fact that everytime I email you you say you will respond in a few days and then I get the second lame email that says because of exceptional high volume it will take longer to respond. Or it might be that everytime I called and talked to a real person, they had not a clue as to what was going on. The last person I talked with told me to call the dispute number which I did. The person I talked with had not a clue and was no help at all. You should look into your customer service issues. 

Resubmitted complaint TWICE after advised to by Chase Customer service. Denied both times based on signed shipping document.. 

Also XXXX sent a {$7000.00} ( what they call refund ) ... That was not a refund but as they stated in their email to make up for the issues with the late delivery, I told them I would not accept this because I did not agree to it. 
When this {$70.00} charge appeared on my statement I called and told Chase I had not accepted it as it was NOT a refund and that they were to send it back. As of today you have NOT done that. So I will repeat myself like I have been doing forever. I DO NOT ACCEPT THE {$70.00} charge FROM XXXX AND YOU ARE TO SEND IT BACK. Hopefully you understand that. 

Bottom line is that I am or was a loyal customer with Chase for over 20 years. I paid my bills on time and was never late. Yet based on a single shipping document sent by the vendor and not on the pictures, e-mails and documents I have provided you have chosen to believe the vendor over me. I mean they actually ADMIT in their emails the order is WRONG. 
Attached is e-mail were vendor admits that order is late and wrong.

Company response to consumer: Closed with monetary relief