Consumer complaint received 2023-02-08
Company: JPMORGAN CHASE & CO.
State: TX
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:
Below this message is a notice that was sent to Chase bank regarding a dispute made against XXXX XXXX XXXX XXXX XXXX XXXX ) regarding a sofa that was not delivered, and weeks past the scheduled delivery date we still had not heard from the vendor. The dispute was filed on XX/XX/XXXX and on XX/XX/XXXX the vendor finally made contact and scheduled a delivery date of XX/XX/XXXX. Due to the newly scheduled delivery date we contacted Chase bank and asked if we should close the dispute or wait until delivery. We were advised multiple times on different phone calls that we should leave the dispute open to make sure everything goes as planned. Unfortunately, on XX/XX/XXXX Chase Bank ruled in favor of XXXX XXXX even though the dispute with the vendor was ongoing. 

As part of the conversations with XXXX XXXX we were promised a full refund if we were unsatisfied for any reason. On the delivery date, XX/XX/XXXX, we immediately noticed the item arrived damaged and contacted XXXX XXXX to initiate the refund request. The vendor did not process the request and made no communication until we were accidentally forwarded an internal XXXX XXXX email communication on XX/XX/XXXX from XXXX XXXX, the General Manager, stating that we have not and will not be receiving a refund due to a credit card dispute that was made previously. 

A follow up email on XX/XX/XXXX sent by another XXXX XXXX employee clarified that they will not be providing a refund, but when Chase Bank ruled in our favor on the card dispute we would get our funds back from the bank. 

We submitted an appeal on the closed dispute to Chase Bank that included pictures of the damaged item and we included the screenshots of the emails from XXXX XXXX showing they would not give a refund and that they expected Chase Bank to find in our favor. 

After calling multiple times over the past month and a half to check on the status of the dispute we were ensured that there would be an update within a few weeks and that because we provided the additional communication we should be fine. Multiple times the representatives told us that our documentation was not in the system and we needed to re-upload all documents, but when we would call back a different representative said there were no issues. Every customer service representative had a different story, but not one of them mentioned there would be any issue of timing on our dispute. 

Finally, we checked the dispute status online and realized ( though no communication from Chase Bank was ever provided ) that the dispute appeal was denied on XX/XX/XXXX as well. When we contacted Chase to follow up they mentioned that the deadline to file a dispute had passed. This is completely unacceptable because we followed every instruction provided by Chase bank throughout the entire process, were never informed of any deadline, and appealed as soon as possible once the item had been delivered. We have tried to call multiple times since and the customer service in the dispute department has been incredibly unhelpful, dismissive, and rude. 

Chase Bank has tried to find any reason to not rule in favor of us and protect the consumer even though the vendor themselves recognized that the bank should close the dispute in our favor. Chase Bank was untruthful and predatory, and we were intentionally misled by Chase representatives on multiple occasions. 

We are writing to dispute the decision on claim ID no. XXXX  and offer additional documentation that proves that we as consumers have taken every recourse available to us to return this furniture and receive a refund as guaranteed by XXXX XXXX for a lack of " satisfaction on delivery. '' XXXX XXXX has thus far failed to respond to our attempts to communicate regarding this. 

" We ordered the large " Song '' sofa and ottoman from XXXX XXXX XXXXXXXX on XXXX  with a guaranteed delivery date of XX/XX/XXXX. On XX/XX/XXXX after receiving no communication or updates from the company, we reached out to XXXX XXXX for an update on delivery. We received no communication until XX/XX/XXXX when XXXX XXXX sent out a blanket message stating that XXXXXXXX XXXX  XXXX was under new ownership and were experiencing 6-8 week long additional delays but could not provide any firm ETA or even confirm the status of the order. Concerned, we immediately reached out to XXXX XXXX on XX/XX/XXXX and failed to receive any response until we instigated a chargeback of the {$6500.00} payment through Chase. 

On XX/XX/XXXX we were finally able to reach XXXX XXXX who promised to deliver the furniture by XX/XX/XXXX and guaranteed via email on XX/XX/XXXX " satisfaction on delivery ... if you are not happy with the pieces once they are in your home, we would then start a return process. We would schedule the pick up of the items, and then send you a full refund check. '' We confirmed this with XXXX on XX/XX/XXXX who guaranteed that we were permitted to return and receive a refund for any reason. We reached back out to Chase who advised us not to close the chargeback despite the updates. 

On XX/XX/XXXX, the furniture arrived with the denim slipcover damaged and stained in multiple places, with standard feet not the bun feet we ordered ( an error on part of XXXX which was confirmed to be rectified by XXXX XXXX, and without the second slipcover in linen. We immediately reached out to XXXX to document the damage and instigate a return/refund. We've called and texted the merchant ( XXXX XXXX ) multiple times, most recently on XX/XX/XXXX, but have received no response since. Additionally, we have no update on the status of the second slipcover in linen priced at more than {$2000.00} of the total cost. 

We have made every attempt to process a return of the furniture and receive a refund as was promised by the merchant, who as of yet has failed to uphold their own return/refund policy and have made no attempt to communicate with us. 

Attached are photographs documenting the damage and stains to the slipcover, our order from XXXXXXXX XXXX XXXX and written communication from XXXX XXXX detailing their satisfaction on delivery/subsequent return/refund policy. ''

Company response to consumer: Closed with explanation