Consumer complaint received 2024-03-27
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. (CA)

Dispute XXXX XXXX XXXX Chase Sapphire XXXX XXXX XXXX ending in - XXXX XX/XX/XXXX Hello, I wanted to reach out regarding my recent dispute denial for XXXX transactions made to XXXX. There was XXXX transaction made in the amount of {$440.00} and another made the same day in the amount of {$200.00} with an associate by the name of XXXX. I believe these to be unjust transactions and would like them reversed immediately. On the day of XX/XX/XXXX, I went to the XXXX XXXX XXXX located on XXXX XXXX XXXX in XXXX, California. When I made those purchases in the XXXX, I walked around the mall for around an hour before determining that I was not in need of those products at this time. 
Shortly after my determination, I walked back over to the intrastem store and located XXXX. I advised her that I was not in need of the products and would like to return them. XXXX told me that she was not sure how to process refunds, as that was something managers do, but none were scheduled to come in that day. I asked if she could please clarify when I would be able to speak with a XXXX to return my items. She instructed me to call the number located on the receipt ; the number was XXXX. I asked if there was anyone here who would be able to speak with me regarding the return of these items, but I was again denied. XXXX went off to assist another customer, but when I approached another saleswoman, I did not get her name. I asked about returning the items, and she said, Okay, I can do that, before XXXX XXXX XXXX XXXX noticed me conversing with the saleswoman. XXXX rushed over to us and restated that no one there could provide any refunds as a XXXX was not present. I should instead call the number on the receipt so that I may get information on how to return the items. XXXX, who was not standing next to the saleswoman, turned to look at her and whispered something to her that I could not understand. I did manage to see her hand motioning in a way that I perceived as her telling her no. When the saleswoman looked back at me, she then explained that I would indeed need to contact the number in order to return the item. Frustrated, I left. 
When I was back in my vehicle, I called the number on the receipt, ( XXXX ) XXXX, as both associates had instructed me to do so. I called at XXXX PM ; the call lasted for around XXXX seconds before going to voicemail. I left a message. I made another call a minute later, at XXXX PM ; that call lasted for around XXXX seconds before going to voice mail. I reached out XXXX more times via phone call, once at XXXX PM and another at XXXX PM ; both times I went straight to voicemail and left a message. The voicemail instructed me to leave a message so that they may return my call promptly. I obliged all XXXX times and waited for a call back. I had also attempted to contact the saleswoman, XXXX, directly, as she provided me with her direct store cellphone number, ( XXXX ) XXXX. I called the number, but it just had me waiting on hold for a total of XXXX minutes. After not hearing back for a number of hours, I called again that same day, XX/XX/XXXX, at XXXX PM. The call lasted for around XXXX seconds before sending me back to the same voicemail. I called again at XXXX PM, and the same series of events occurred. I left another voicemail. 
Last Name XXXX I had decided to give them some time to return my call as the mall closed around XXXX PM that day, so I waited. When I did not get a call back that night, I called the number ( XXXX ) XXXX once more on XX/XX/XXXX, at XXXX AM, and the same thing happened. I left another voicemail after that. Call me back so that I XXXX return the items to the mall. At around XXXX AM, I decided to contact the number the sales associate, XXXX, claimed to be her personal store cell phone : ( XXXX ) XXXX. I waited for around XXXX minutes more on hold before disconnecting the call. I then tried to contact the return number both women claimed was the way to get a refund listed on the receipt again ( XXXX ) XXXX at XXXX AM, but I was again answered by the voicemail box and asked to leave another message, which I did. 
I grew impatient as my calls were not being returned, nor were they being answered. I texted the number the sales associate, XXXX, claimed was her personal store number, hoping for a response. The text read, " Hello, XXXX, I just wanted to recap our conversation from yesterday ; should this be escalated to my legal team? Yesterday, I bought skincare ( facial scrub/ppeel, mousse cleanser, non-surgical syringe serum, and eye serum ) from your store, totaling {$640.00}. Immediately after purchasing these products, I attempted to return them. You and your coworkers refused to accept my return because a manager was not on site and claimed to have not been trained in returning items. Please let me know if any of this does not comport with your understanding of the situation that occurred yesterday. In addition, can you please confirm that your XXXX return policy is on hold given the fact that you were unable to process the return yesterday.? That message was sent on XX/XX/XXXX, at XXXX PM. I have not received any response in text, call, or any form regarding my request for return. 
Last Name XXXX I feel as though these are predatory practices that should not be supported, neither by consumers nor J.P. Morgan Chase. They keep saying that the merchant provided me a copy of a no refund policy however, the text messages I sent to chase show otherwise. In addition, I provided proof indicating I made many attempts to return the items and the company ignoring me however, they have not been cooperating.