Consumer complaint received 2024-04-08
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: AMERICAN EXPRESS COMPANY (NY)

On XX/XX/year>, I received a delivery of an antique workbench from XXXX XXXX XXXX XXXX, for which I had paid a total of {$2700.00} ; {$800.00} of that amount was for white glove delivery to my designated room. Despite providing clear instructions via email regarding the need for delivery up flights of stairs, the delivery was far from satisfactory. ( Copies of emails have been uploaded ) The delivery occurred at night in XXXX XXXX XXXX, with a delivery truck arriving manned by one male and one female. They offloaded the workbench onto the street, exposing it to potential damage from passing vehicles, and it became evident that they were ill- prepared to provide the white glove service as agreed upon with XXXX XXXX XXXX. 
Under duress from the delivery personnel and facing the risk of further damage, I reluctantly allowed them to leave the workbench in the building lobby. Recognizing the unprofessional conduct and the impracticality of waiting for XXXX XXXX XXXXXXXX XXXX next delivery schedule, I later informed the merchant of my decision to arrange alternative delivery services at additional expense. 

Upon contacting XXXX XXXX XXXX to address the issue, I received an apology but was offered a resolution that did not align with the inconvenience and risk I had already experienced. Despite requesting a refund of the shipping price only, then lowering my request to {$600.00} ( 75 % ) of the shipping fee to cover the costs of securing alternative delivery services, the merchant insisted on only refunding {$200.00} ( 25 % ).

Despite expressing my dissatisfaction and providing reasons for the discrepancy between the offered refund and the actual costs and inconvenience incurred, XXXX XXXX XXXX maintained a rigid stance, refusing to negotiate further.

I have since communicated these details to American Express during the dispute process, expressing my dissatisfaction with the initial resolution and the generic reasons provided for the denial of my claim. Attached are relevant documents, including email correspondence, detailing the events and efforts to resolve the issue. American Express has favored with the merchant and are forcing me to pay the amount of the transaction.

AMEX has given me the statement, " American Express is not in a position to influence the merchant 's stipulated policies '' I would like to emphasize the importance of clear communication and transparency in business transactions. It is imperative for businesses to communicate their policies effectively to customers to ensure a positive and fair customer experience. In this particular dispute, no policy relevant to this situation was communicated by the merchant. This lack of communication has led to confusion and frustration on my part during this dispute.

Furthermore AMEX states " merchant has already provided an option with different solutions which was not accepted, I would like to express my dissatisfaction with the proposed settlement amount. The merchant offered {$200.00} partial refund with no room for negotiation. This does not adequately address the nature and extent of the dispute. Taking into account the time, additional expenses incurred to arrange third-party delivery, and associated inconveniences dealing with the unprofessional shippers, the proposed settlement falls notably short of providing fair compensation to rectify the situation appropriately. Furthermore, receiving a non-negotiable offer to settle the matter after the service was concluded and the shippers had departed is not acceptable because the merchant is at a substantial advantage.

I must highlight that the decision-making process during the night of the delivery was necessitated by the imperative to ensure the safety and security of the one of a kind item. It was made swiftly in the midst of interacting with shippers who exhibited a lack of familiarity with any of the merchant 's policies or our delivery arrangement. Consequently, the options purportedly made available by the merchant are not justifiable given the fact the unprofessional service was already concluded. I believe it is essential to resolve this dispute in a manner that is fair and satisfactory for all parties involved. I am open to further discussion and negotiation to reach a resolution that aligns with the principles of fairness and transparency. The merchant contends that their substantial tenure within the furniture industry affords them the prerogative to deliver a non-negotiable " take it or leave it '' proposition. However, I respectfully dissent from this assertion. Furthermore, I contest the decision by American Express to close the initial dispute, as it conveys the impression that as long as a merchant proffers any form of resolution, irrespective of its compliance with customer expectations, the customer is bereft of recourse.