Consumer complaint received 2022-07-29
Company: JPMORGAN CHASE & CO.
State: NC
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 went to a XXXX 's furniture store in XXXX XXXX, FL. I told the salesperson XXXX that my parents had a particular couch from them, and I wanted to get the exact same model for my house in North Carolina. I wanted a love seat and 2 reclining chairs. I told him that my floors were being redone and I did not need it until XXXX. He said that he could not guarantee the same price in that time frame and if I wanted the sale, I would have to purchase it then. I said OK. I asked if they would be in boxes so I can store them in our garage. He said yes. I asked him if I should purchase the extended warranty being out of state. He said yes, they can warrantee the items anywhere. We even looked at options of having a delivery team deliver it up to my house in North Carolina. It cost more than just renting a XXXX so that is what I did. I picked them up on XX/XX/XXXX from the warehouse where the employees loaded it in my trailer. I then drove home with the items and unloaded them into the garage. They remained in the garage in the original boxes until our floors were finished and we moved in. Upon opening the boxes, I noticed that I did not get when I had originally wanted. I wanted a love seat and 2 chairs but got a 3 seat couch and 1 chair. I immediately contacted XXXX 's and after some back and forth they agreed that if I drove it back down to Florida, they would charge me a restocking fee but the sale would offset it. I reluctantly agreed so I could at least get what I originally wanted. After less than 3 days of use I noticed that something was not right with the couch and chairs. The two love seats did not connect well together and if you leaned in the middle it acted like you were going to fall in. If you went to extend the feet portion it would make a grinding/popping sound that got progressively worse until it no longer extends. When I investigated the cause, I noticed that when you extend the feet portion of the couch that it was hitting a knob extending off of a bracket. My parents have the same couch, so I had them look at theirs and they do not have this bracket. I called XXXX to tell them of this matter and they first told me I was out of luck because I took it across state lines. I did not understand this because even as seen on my invoice I gave them my address and they never said anything about not warranting items taken out of state. In fact the salesman said it was no problem. They then instructed me to call the company the extended warranty is through. When I called them, they said I am still under the manufacturers warranty, and they will not even fix this issue after the one-year period because I made them aware before the manufacturers warranty expired. So, I called XXXX back got the run around and finally got a number for the manufacturer. When I called them, they said we do not sell to XXXX or know who they are and that I needed to contact them for warranty repairs. I could not believe this and wanted to talk to someone at XXXX 's in person. I flew down to Florida and went to XXXX store to talk with the manager to see if we could resolve this. They were very irritated and did not want to be of assistance and said I had to work it out with XXXX corporate office. I have called and left many many messages at corporate. I have had 2 return calls. One to tell me tough luck I should have informed them within 72 hours and one to tell me I had to of damaged it when I brought it out of state. This is not possible as they were in the original boxes from when I picked them up and I even have pictures of the boxes being damaged free. The last conversation I had with someone at corporate was that I need to get it repaired at my own cost and just deal with it. I feel that this is not reasonable for a brand-new couch to have these issues and they are not willing to make it right. I have a very expensive couch, {$5800.00} to be exact, and an extended warranty that is basically useless/unusable.

I contacted Chase Bank, my credit card company, to help me get a resolution and they were just about the same customer service wise as XXXX 's. They gave me the run around and even though I submitted all the paperwork to dispoute the charge it somehow did not get processed correctly and all they did was ask XXXX 's if I made the charge. There was never a question of the charge being valid. There is question on if I was knowingly sold a defective item that they do not want to stand behind even when they gave me a pamphlet about a hassle free XXXX warranty that covers structural and mechanical defaults. That is literally what I am dealing with. Chase never contacted me or had me fill out any forms. Then a couple weeks later I get a letter stating the charge was valid. I immediately called chase to where they told me that no one had reached out to me, and they do not understand why. I was then told I would now have to write a letter to Chase corporate to get them to reopen it. To which I did and explained the same as above that I had items that are defective, and the merchant is unwilling to repair or replace. I never heard from anyone again but got a full refund, so I thought it was closed in XXXX. Come to find out on XXXX I got charged again for the same charge. I immediately called chase. They told me that I would have to send another letter and more information to get it reopened again. I sent the letter. Was never contacted again and received a letter XX/XX/XXXX that the charge would remain. I do not understand how Chase can not contact me to get my side of the story but can contact XXXX 's. When I contacted Chase again, they said because it had been opened twice, I was out of options and the last day to do anymore was XX/XX/XXXX. I was never told of a deadline and did not receive any correspondence until XX/XX/XXXX. It was opened twice to no fault of my own. Chase dropped the ball on that by filling a dispute without getting any information or evidence from me. If I had known of a dealine date, I would have called to see where we were at before that date. I even provided evidence of the XXXX XXXX warranty pamplhet I received from XXXX 's and the extended warranty terms of service. It does not state that if you cross state lines it voids warranty, if fact it lists each state variations on cancelling the warranty. I believe that both XXXX 's and Chase Bank need to be investigated. XXXX 's for fraud and Chase Bank for procedures and responsibility of their employees. If you pull up XXXX 's furntiture on the XXXX, you can see I am not the only person that this has happened to. It is full of complaints of not standing behind the product/warranty. This is my last resort to try to resolve this item before I will have to take legal action with both XXXX 's and Chase Bank.

Company response to consumer: Closed with explanation