Consumer complaint received 2024-10-06
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: JPMORGAN CHASE & CO. (NY)

Thank you in advance for taking the time to read my letter and process my dispute case. 

I am writing to re-open a dispute that I filed in XX/XX/year> for a purchase made at XXXX XXXX. The previous dispute, which has been closed by Chase, was filed under an incorrect reason chargeback code 13.7 ( Canceled merchandise / services ). This was likely an error from the Chase representative I had spoken to when opening the dispute. I would like to re-open the dispute under the correct reason code, 13.3 ( Not as described or Defective Merchandise/Services ). 

I have attached two documents. One is the letter I sent to Chase in the initial dispute. The second is the letter I sent to Chase after they closed my initial dispute, having misunderstood the chargeback code that should have applied to my dispute. 

***Merchandise or services are not the same as your verbal description*** We were measured for 2 suits, 2 dress shirts, a winter coat, and a dress at XXXX XXXX physical store location. XXXX XXXX employees repeatedly assured us that they were certified clothing producers for XXXX and that the clothing we received would be XXXX brand and quality. They also made claims to the fabric quality, saying that the suits and coat would be 100 % cashmere wool, and the would be silk. 
When we received the merchandise a few days later, the clothing did not match the description. The clothing was cheaply made, using synthetic materials like polyester. The clothing was not XXXX brand like they claimed it would be. Additionally, the clothing fit very poorly, despite the measurements taken of us while we were in the store. 

XXXX XXXX XXXX XXXX XXXX made us sign waivers after we had paid for the merchandise in order to protect themselves from chargeback disputes. However, note that we had not received any merchandise upon signing these waivers. Please be advised that all of the photographic waiver evidence XXXX XXXX provides to Chase were waivers I had signed AFTER we paid for the product but BEFORE it was received. 

The waivers state : - I hereby acknowledge that I have chosen the styles, colors, and the quality of the fabrics myself and the products will be produced according to my size, measurements and specifications. 
- As I have made all the decisions myself, I also understand that XXXX XXXX is an independent private tailoring company and not affiliated or under influence of any brand names. 
- As all above mentioned clothes are custom made for my size, I acknowledge that XXXX XXXX maintains No Refund Policy, under any circumstances. I am happy and satisfied with my payment and merchandise Effective immediately. I also agree not to make any disputes through my bank or otherwise after this transaction - I acknowledge satisfactory receipt of relative goods and services Again, this waiver was signed immediately after I had paid for the clothing, but the merchandise had not been received since it was going to be custom made days later. This is misleading in many ways : - First, the quality of fabrics that we were shown during the sale was not the same fabric used to create the clothing. We could not possibly say we are satisfied with the purchase before we even received the products- Second, the entire time we were in the store, XXXX XXXX employees were showing us XXXX catalogs from which we could choose which style and color of clothing we wanted. I asked them multiple times, and they assured us they were a certified producer for XXXX, and that they would be making us the same clothes they produced for XXXX XXXX. Therefore everything they were saying about the brand and the quality of the clothing was a lie and used as a tactic to make us agree to a purchase. This was also the only reason I agreed to pay {$1500.00} for this clothing. A non-branded custom suit from a Thai tailor costs less than {$100.00}. And since the waiver was given to me after I had made the payment, I essentially had no choice but to sign at that point. 
- XXXX, XXXX XXXX states a No Refund Policy and a No dispute policy. Consumer protection laws classify this type of policy as illegal, and not enforceable, especially in cases where the merchandise has been gravely misrepresented. 

- Lastly, I could not have possibly acknowledged satisfactory receipt of relative goods and services- I signed this waiver when I paid for the clothing, which was a few days before XXXX XXXX made the clothes. 

***Attempts to resolve with merchant*** After I had made the payment and left the store, I became suspicious of what had just happened. I looked up their store online and I saw many reviews online saying they were a scam operation, and that other customers received clothing completely different than what they were promised. I went back into the store minutes later to tell them I no longer wanted the clothes but they were firm in asserting their no return policy. At this point, the merchant seemed intent on keeping our money no matter what. It is hard to prove I went back to the store to cancel the purchase, but I did make a good faith attempt to cancel the purchase before they started making the clothing. 
Thank you for taking the time to consider my dispute case. I hope, with this additional information, we can come to a fair conclusion.