Consumer complaint received 2022-03-15
Company: JPMORGAN CHASE & CO.
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:
On XX/XX/XXXX I placed an order : # XXXX at XXXX # XXXX for a King Set of Sheets ( fitted, flat, two pillow cases ) and an extra set of King sized pillow cases. Both being the XXXX XXXX XXXX XXXX XXXX XXXX. 

On XX/XX/XXXX I received an email that Your Full Order Has Shipped! The email goes on to show that both my sheet set and extra pillow case set were sent out in the same package with the same tracking. 

On XX/XX/XXXX the package was delivered. However upon opening the package from XXXX, there was ONLY the King Set of Sheets ( fitted, flat, two pillow cases ) and there was NO extra set of pillow cases as I had ordered. I received only ONE of my items as seen in the photo provided. There was no way for both the King Set of Sheets ( fitted, flat, two pillow cases ) and the King sized pillow cases to be in that box. I even took a photo of the shipping container to show it was big enough to only have the sheet set and NOT the extra pillow case set I purchased. I contacted XXXX via Online Chat that day to correct the mistake. I had also opened up the King Set of Sheets ( fitted, flat, two pillow cases ) and saw that the sheets had holes, and runs in them. Clearly not a new product, or at the very least damaged and not what I paid for. When I contacted XXXX via their online chat, they agreed to a refund, and gave me a reference number : XXXX. 

On XX/XX/XXXX I placed a secondary order for JUST the sheet set in hopes the damage was a one off thing. This order is also attached in proof. The order number is : # XXXX. That order arrived without any issues. 

After a week ( 7 business days ) I contacted them again because there had been no refund in my account ( last picture talking with a chat agent by the name of XXXX XXXX XXXX and they said it would be in my account in another 7 business days. Since I was getting nowhere with XXXX I logged onto my Chase account and decided to start a dispute since I had proof that the items I paid for 1. Never arrived, and 2. I was told by an agent at XXXX with a reference number that I would be getting a refund that never came through. 

On XX/XX/XXXX I received correspondence from Chase that the dispute was in progress and to save any information in regard to the case should they need it. Which I did. 

On XX/XX/XXXX ( dated XX/XX/XXXX ) I received another correspondence from Chase that the disputed charges were considered valid and I immediately contacted the phone number for clarification. I talked with an agent who went on to say that I need to write a letter with proof and that there was no way to do so on their website or through the app. A frustrating answer as you can file a claim online, but not add any information nor documents/proof online. Chase also included printed off documents of XXXX ' return policy as well as my proof of purchase as their own proof that the dispute was not considered valid in their eyes. Same day I sat down, gathered photographs of the package that was received showing it was from XXXX ' and delivered to my address, that it only contained the bed sheet set and there wasn't " even enough room in the box to have fit anything else ( because I never received the extra pillow cases I bought ). I also included a screen grab of the virtual assistant I was talking to through the XXXX ' website and the reference number the representative gave me for the refund the company themselves promised, and print outs of all the email 's from XXXX ' where they stated that everything was shipped out together and that I had made a secondary purchase to replace the damaged sheet set. 

I received one more letter from Chase saying they were looking into it, albeit under a different claim number. Then on XX/XX/XXXX ( 3 months after purchase! ) I was denied because I didn't provide enough proof. I'm unsure what more I was supposed to provide or do. I paid {$130.00} for items that never arrived, and the one that did was damaged to the point of being unusable. That's no small sum! 

I have also contacted the Attorney General in regards to this.

Company response to consumer: Closed with explanation