Consumer complaint received 2017-10-10
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
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, 2017, I purchased an Espresso maker - XXXX XXXX MINI ESPRESSO MACHINE - for {$1900.00} plus shipping of {$24.00} for the total of {$2000.00}. The merchant name -- XXXX XXXX XXXX XXXX. The payment was made from my home state online using CAPITAL ONE VISA " QUICK SILVER '' credit card. 

On XXXX XXXX, I received the merchandise however the merchandise received was not the merchandise that I had ordered. Instead of XXXX XXXX Espresso maker, I received XXXX XXXX ESPRESSO maker ( this model is primarily used for pods v. Ground coffee ). VP of XXXX XXXX XXXX apologized ( a written email is on file and is available on request / was mailed to the credit card ) and promised to issue refund as soon as I return back the wrong merchandise. On XXXX XXXX, XXXX XXXX sent a return UPS label XXXX. I returned the wrong merchandise which was received by the merchant. The merchant confirmed several times in writing that he will issue a refund, however on XXXX XXXX, XXXX XXXX stated that, " XXXX XXXX is the XXXX XXXX '' ... And therefore, he will reduce the refund by the re-stocking fees of {$270.00} and {$55.00} of shipment charges. 

There was no prior statements claiming that XXXX XXXX is a substitute for a XXXX XXXX. 

There is a Web site from an independent authorised XXXX dealer that shows a difference between two machine : XXXX   A difference is obvious even for a non-expert. XXXX XXXX weighs 35 lbs while XXXX XXXX weighs 50 Lbs. XXXX XXXX is made for pods unless the machine has been altered. I paid for and purchased XXXX XXXX espresso machine for ground coffee. 

I have a packing slip on file showing that the machine delivered to me was Mini XXXX PODS MACHINE ( a copy of the packing slip was mailed to the credit card company ). 

I made numerous attempts to reconcile the situation with the vendor, asking for a refund or the ordered merchandise. 

I finally filed a dispute with Capital One credit card company. I informed the credit card company that I have all written documentation to substantiate every statement I am making. They did not want any documents. 


Capital One made a determination that the vendor was right despite the fact that the vendor had not provided any documentation ... .just a written statement in size 18 fonts that XXXX XXXX machine is really a XXXX XXXX .... 

The vendor also alleged that I was not in contact with him - which was an openly false allegation. I have multiple emails sent to the vendor demanding a refund or a delivery of the merchandise ordered. The copies of the communications were sent to the credit card company. 

After the " involvement '' of Capital One and the fact that they sided with the merchant, the merchant stopped responding. The credit card accepted a statement from the merchant as the only " proof '' and " verification '' despite the fact that the Credit card is aware of the fact that the merchant has not delivered ANY merchandise and I have been in fact embezzled of {$2000.00}.

Company response to consumer: Closed with explanation