Consumer complaint received 2022-01-25
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL
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 purchase 4 sweat shirts from XXXX XXXX, XXXX XXXX XXXX in XXXX for {$58.00}. After receiving the items on XX/XX/XXXX, I noticed they were printed wrong. The store was closed so I sent a very disappointing email letting them know that the sweatshirts were wrong, there was no QC and that I couldn't use them at the event I was going to the next day on XX/XX/XXXX. I stated that I have had several printing issues with this company and I was fed up. I wanted my money back and that I would gladly sent them the defective merchandise back if they sent a courier or something to get the items. I never heard back from them so I called when the store was back open on Monday, XX/XX/XXXX. I told them about my problem, the email that I sent and that I wanted my money back. The person I spoke with asked me to return the items, I said I gladly would but I needed them to send me the appropriate shipping materials in order to return the merchandise like a XXXX  XXXX, XXXX, package and label. The person I spoke to said she didn't know how to do that. Was very rude and hung up on me. I called Capital One and disputed the charge and told them everything that happened very thoroughly, they didn't ask me for any documentation or anything. The owner called me back the next day and stated she would send me the materials necessary to send the items back. Well, she never did and I never heard from her again. Meanwhile, Capital One sends me a letter stating that the company disputed my request as " confirmation showing no return per policy was received. '' I then called Capital One because they knew that the items weren't received due to me not having any shipping materials or label or anything to due so. I called back and finally spoke with a supervisor XXXX, explained everything and she was supposed to call me back so that we could call the merchant together and she never called me back. I called back again and finally spoke with another supervisor XXXX and he tried calling the merchant with me on the phone. The person XXXX and I spoke with said she didn't have any authority to do anything and that the owner was out of town until Thursday XX/XX/XXXX. She said she would have the owner call me. XXXX put a note to call me back Monday XX/XX/XXXX to see if the merchant called me back to resolve the issue. XXXX asked me to upload documents to show I requested my money back for the defective sweatshirts, I did, I uploaded the image of what I ordered what I actually received incorrectly, the email requesting my money back along with a request for a way for them to get their items back and screenshots of the calls I made. That same day I received a letter from Capital One stating they couldn't help me. I didn't reply just waited on XXXX 's call. Today XX/XX/XXXX, XXXX called me at XXXXXXXX XXXX CST, I missed his call, called him back immediately, couldn't get a hold of him but spoke with another supervisor who said he would have him call me back. XXXX called me back. we called the merchant again, he didn't include me on the line with the merchant this time, just put me on hold and when he came back he said that the owner still wasn't there and the person said she couldn't help who he spoke to and they couldn't help me and were closing my case. I was furious. He said it's because I didn't provide documentation of canceling the order. I kept trying to explain to him there was nothing to cancel. I'm asking for a refund because they ruined my order. I asked to speak with supervisor, he refused and said there was no supervisors over him taking calls. I asked to be transferred to the executive office to complain, he told me he couldn't. He said they weren't accepting calls either and I could provide feedback online. I asked to have his supervisor call me back, I stated I was going to contact the CFPB and he said he couldn't help me and finally hung up on me because I said I wouldn't disconnect until I received help. I am so frustrated as I have been dealing with this for such a long time and they know the merchant is shady and haven't been cooperating. They didn't ask the merchant to provide any documentation and they totally dismissed the evidence I provided. They said they did an investigation but they admit that I'm right, but because I didn't cancel the order they can't assist. I can't believe that I'm the customer and haven't gotten any justice. I hope someone here can help me get my money back.

Company response to consumer: Closed with monetary relief