Consumer complaint received 2024-05-03
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: DISCOVER BANK (LA)

On XX/XX/XXXX, I contacted Discover Card Services regarding a dispute with XXXX XXXX In-Home Custom Windows. I purchased window treatments on XX/XX/XXXX. The cellular shades were received in XXXX as requested but the shutters were defective. Despite numerous calls, emails and promises to XXXX XXXX in-Home Customer I did not receive a response nor a satisfactory product. I contacted Discover on XX/XX/XXXX, requesting a refund for the shutters and installation only. I shared the following time timeline ( along with pictures of the damaged product and voice recordings promising to replace the product ) with Discover regarding my contact with XXXX XXXX Decorators : Case Number : Discover Card Services Dispute Number XXXX Merchant Name : CUSTOM DECO FOR XXXX Dispute Amount : {$2400.00} Discover Credit Card Account number ending in XXXX XX/XX/XXXX Purchased window treatments XX/XX/XXXX I received the first email that my order was shipped to the installer XX/XX/XXXX XXXX came to install the cellular shades and the shutters. The shades were easily installed but the shutters did not fit. XXXX stated that he was unable to install the shutter as he cut the wrong one in an attempt to make them fit, but they wont. He asked if he could leave the shutters at my home because this was his last day working with XXXX. Said he quit and they could send someone from XXXX. 
I notified XXXX via telephone of the problem and they said they would investigate and contact me. 
XX/XX/XXXX Phoned XXXX because I had not received a response. I also expressed my concern about using the same installer as he was abrupt and did not appear to like the company who employed him. 
XX/XX/XXXX I received a return call from XXXX ( also left a voicemail ) indicating that the shutters would be remade and would be shipped to the same installer for installation. 
XX/XX/XXXX I received another voicemail via my cell phone indicating a remake of the shutters was underway and installation take place by the same installer. 
XX/XX/XXXX In the interim I requested service of one of the cellular shades. They combined the service request with the expected installation of the shutters. 
XX/XX/XXXX I informed XXXX on this date that the installer just left regarding the installation without completing any of your companys assurances of new shutters as stated via XXXX by voicemail and email both on XX/XX/XXXX. XXXX ( XXXX ) installed the dirty and damaged shutters that I informed your company of in XXXX, which was also the date of installation of the cellular blinds. On the adjustment, I was told that I have to make the manual leveling each time I move it because it is cordless. For me this requires a ladder. His response for adjustment of the blind on the door was " he don't make them he just installs them. I objected to the installation of the dirty shutters, and he said, this is all I have, they did send any new ones. He graciously agreed to return and install new ones if they are sent. I have given your company every opportunity to make this right. Full payment was issued upon order placement. I anxiously await your response. Please leave a telephone number with an extension as your customer service number is unavailable. 

XX/XX/XXXX As I did not receive a response from XXXX I called again. I was told that new shutters were shipped to the installer, not sure why he did not install them. This time I sent pictures of the defective shutters along with a picture of the items left in my garage from the original installation. 
XX/XX/XXXX I sent an email with a second set of pictures taken in the morning when the defects are more noticeable. I was told that another set of shutters was ordered, and I would receive them soon. 
XX/XX/XXXX I phoned XXXX Customer service and was again given the same statements that I received in XXXX new shutters were ordered, they dont have another installer in my area, the shutters will be arriving soon, and the installer will contact me. Again, I expressed my displeasure with the product, installer, and the entire manner this process was handled. I requested to speak with a supervisor. My request was not granted. I have made this request before but no one responsible for this project has returned my call or given a number that was accessible to anyone that would make this situation right. I requested a refund of the money that was paid for the shutters plus tax and installation. As of this date, I have not received a response. 

Two days later I contacted Discover for assistance. I was given credit for the amount requested but on XX/XX/XXXX, I received the first denial of the request, and the charge was placed back on the account. Discover informed me that their investigation revealed that the charge was valid and encouraged me to work with XXXX XXXX for a resolution. The documentation that Discover shared that was used in their decision was not related to me. Discover sent me documentation that XXXX 's gave to them that belonged to another customer. My name nor address was included in the information they gave me to support their decision to deny my request for a refund. I appealed the decision and was denied a second time by Discover on XX/XX/XXXX, based on the same erroneous information from another customer unknown to me. I did not receive the response from XXXX used to deny my request from Discover. 
Pictures are available upon request, unable to upload here. 

I contacted XXXX again and have continued to contact this company since XX/XX/XXXX. As of this date, the defective shutters remain in my home and XXXX XXXX XXXX XXXX XXXX has not resolved this matter.