Consumer complaint received 2018-06-21
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
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 XXXX XXXX, I placed an order to install custom drapery for my home with XXXX XXXX, decorator for XXXX. I signed the contract and the drapery was to be installed within 8 weeks. 
After waiting for more than 19 weeks, I was appalled that the wrong drapery style was installed. After the installation I showed the contractor the style I and the decorator agreed on, he said that is different style. He said he will contact XXXX, the decorator. The same day I texted a picture of the newly installed drapery with the style I ordered to see the difference ( see attachment ). The difference is obvious. At first she was trying to convince me that it is the same style. The same day I emailed the store manager about the issue. She emailed me the next day and said the she will look into the issue. On Friday XXXX, XXXX came to my home to see the installation ; She saw that the wrong style was installed. She said she would email her supervisor to see what the next step will be. 
On XXXX, XXXX, XXXX she called me and said that she will not redo the installation. I will have to pay for a new order in full and she would give me 50 percent off on the previous order ( The wrong style ).. This means I wont get reimbursed for the wrong style that was installed. I would have to pay in full for a new order, and then she will give me 50 percent off on the wrong order, which was her fault. 
Since they refused to help, i disputed the charge with Capital One. Unfortunately Capital One did not try to resolve the dispute. Though i sent all the documents to show that i was misled by the decorator, Capital one did not try to resolve the dispute in good faith.. On XXXX, I called Capital One again and asked to speak to a supervisor. I spoke with XXXX, who was on the phone with me for more than 45 minutes. She said there is nothing she could do as i still have the custom drapery. It should be noted that the drapery was installed, and per the contract i was not allowed to return them once they were installed. XXXX called XXXX and asked to speak to customer service. Unfortunately they kept transferring her back and forth to the wrong department. At the end she called the local store and left them a message to call me. They never did. 
The text messages I exchanged with XXXX ( the decorator ), and the pictures of the style I was expecting, and the style installed showed that I was misled tremendously. 
The evidence for the case is overwhelming. I have attached pictures for the style installed, and the style I was expecting. I have also attached a copy of my email exchange with the store manager, and my text message exchanges with the decorator. 
I had two decorators come to my home to check the installation. They both said it is not the same as the one XXXX agreed to order. 
I am disputing a total charge of XXXX dollars posted on XX/XX/XXXX I have attached supporting documents

Company response to consumer: Closed with explanation