Consumer complaint received 2018-02-02
Company: DISCOVER BANK
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:
On XX/XX/2017, I went to XXXX XXXX in XXXX, CA and purchased a XXXX refrigerator and a XXXX dishwasher. Pictures are attached, both appliances were complete/no parts missing except that the salesperson XXXX said that he thought a waterline might be missing from the installation kit for the XXXX dishwasher but he reassured us one would be on the truck when both appliances were delivered on Saturday. 
I emphasized that this was important, as the plumber told me to inquire about this so everything would be ready when the plumber came to hook up the dishwasher and he wouldn't have to charge us extra for the part and the time to go and get it. 

When the delivery arrived on Saturday, not only was the dishwasher missing the waterline, it was also missing 1. a spray arm 2. the bottom kickplate and cover for the electrical connection. 

The refrigerator was also missing a shelf for the door on the right side. 

When this happened, I was glad that I had called Discover Card and requested chargeback because the merchandise was missing parts that limited their functionality and also caused me to have to pay the plumber {$30.00} for the part and another {$70.00} for the extra time it took him to get the part. 

We had the installer for the dishwasher note the missing parts on the delivery receipt, and the delivery receipt for the refrigerator was also noted as missing a shelf by the delivery team. 

We immediately called XXXX XXXX, and were told we needed to talk with XXXX but he was " on the floor '' and would call us right back. 
It turned out to be very difficult to get hold of XXXX or anyone else who could help us. 
Also, we discovered that XXXX also worked at XXXX XXXX which we didn't know at that time had bought out XXXX XXXX. 

After a couple of weeks, my husband got hold of XXXX who said he would order all the missing parts and credit us for the missing water line and the extra plumber 's charge. 

That never happened and things got worse. 
The soap dispenser on the dishwasher broke. 
The Tuesday before XXXX, the refrigerator gave out when I had {$700.00} worth of food for a big family gathering and XXXX XXXX said it couldn't help because it was " over 30 days since the purchase '' They referred me to XXXX customer service which told me the model we were sold was over 1 year old and unless we had extended warrantee or proof of recent purchase, they wouldn't do the repair without full compensation. 

We were NEVER told that this was an old model refrigerator. My husband had to take time off from work to go to XXXX XXXX and get the paperwork necessary for XXXX to honor the warrantee. 
The parts that were ordered for the dishwasher and refrigerator turned out to be the wrong parts, and though we were assured that they would re-order the correct ones immediately, they didn't get the right parts until mid-XX/XX/XXXX. 
XXXX 's authorized repair service didn't have the parts available. 

Both my husband and I called countless times to XXXX XXXX trying to get hold of a manager or someone who could help us. 
We had to buy lots of very expensive dry ice to try and keep the refrigerator cold but most of the food ended up spoiling. 

It totally ruined our XXXX. I had gotten confirmation on my XX/XX/XXXX statement that Discover had removed the charges for both the dishwasher and the refrigerator so I had at least the consolation that I was not going to pay for non-working appliances. 

At the end of XX/XX/XXXX, I finally got hold of a manager and they took my non-working refrigerator and replaced it with one they had in stock that didn't have handles. 

After 3 attempts, the XXXX XXXX XXXX XXXX finally got the parts and fixed the dishwasher just before XXXX. 
Regarding the chargeback, we had submitted the receipts and notes from the installer early in the process to Discover as instructed. 

Then 2 weeks ago, I got a letter from Discover telling me that the chargeback was reversed because " XXXX XXXX refused to accept the chargeback '' I immediately called Discover customer service, and found out that without my knowledge DISCOVER HAD CHANGED THE DATE OF MY CHARGEBACK REQUEST TO XX/XX/XXXX!! 
The representative that I talked to could not explain the faintly printed strip that XXXX XXXX had submitted as their " proof '' that their charges were correct and everyone ignored the fact that I had dealt with XXXX XXXX and requested the chargeback to the seller-XXXX XXXX. 
I asked for a supervisor from Discover to call me back. I called twice more and was assured that someone would " call me back within 24 hours '' but no one ever has. 

I find this completely unacceptable. XXXX XXXX sold me defective merchandise and never compensated me for missing parts, repair charges, spoiled food etc. 
If it is true that Discover never notified XXXX XXXX/ XXXX XXXX until XX/XX/XXXX, why was the charge removed on the date I requested as shown on my XX/XX/XXXX statement which I have attached. 
More than 90 days had elapsed since I had notified them of my chargeback request and it is totally unethical that they would " fix '' the paperwork so that the response from XXXX XXXX appears to be submitted within the proper time frame Please see the 11 attachments

Company response to consumer: Closed with explanation