Consumer complaint received 2025-11-05 00:00:00
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
State: KY

Complaint narrative:
On Sunday, XX/XX/year>, my husband and I walked into XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, KY XXXX. We looked at several mattress ' and finally decided on XXXX of the floor models which was a queen size XXXX XXXX mattress. ( We also purchased a mattress protector but it is not relevant to the complaint. ) We paid for our mattress on our Discover card, signed the receipt and left the store to go get a vehicle to take the mattress home in. We got back to the store shortly after closing time and the store representives had a mattress bagged at the front door and loaded it into our vehicle and we left the store. We got home, unloaded the mattress and cut the plastic open and there was a mattress tag that clearly read " XXXX XXXX XXXX XXXX XXXX XXXX  We were devastated and immediately called XXXXXXXX XXXX XXXX  They were closed so we retaped the mattress bag and slept on our old mattress that night. On Monday XX/XX/XXXX, we were waiting at XXXX 's XXXX XXXX at XXXX when they open. As soon as they unlocked the door, I walked in and spoke to a gentleman and explained that they had mixed up our mattress with someone else 's and asked for the XXXX XXXX  that we picked out. The man at the store told me that we had picked out an extra firm mattress and that's what they gave us. I told him no, we picked out a firm mattress. I showed him my receipt that clearly states I purchased a XXXX XXXXXXXX and I also showed him a picture of the tag on the XXXX he gave me that says XXXX XXXX  ' and I asked him to make it right. He refused and continued to try to convince me that I picked out an XXXX XXXX XXXX I told him I'd handle it with the credit card company instead and I left the store. I called Discover and told them I'd like to dispute the charge for XXXXXXXX XXXX XXXXXXXX in the amount of {$740.00} which is the value of the mattress only. The representative told me I had to wait until the charge went through on the card which wasn't until Tuesday XX/XX/XXXX but she would make a note of this on our account. I called back on the XXXX and opened the dispute with an automated teller. I submitted my receipt which states I purchased " XXXX XXXX XXXX XXXXXXXX '' and I also submitted a picture of the tag on the XXXX they gave me which says " XXXX XXXX XXXX XXXX XXXX XXXX XXXXn XX/XX/year> Discover sent me a letter stating they believed the transaction to be valid. I called Discover and asked for an explanation and the lady told me it was marked as 'all sales final '. I explained to her the situation and told her I understood it was an 'all sales final ' purchase but that I had not received the correct mattress that I paid for and she told me that she would immediately reopen the dispute. On XX/XX/year> Discover responded again via an electronic letter stating that they believed the transaction was valid. I called once again. I asked for an explanation and the representative stated nearly the same thing that others had in the past ... that the transaction was all sales final so they could not help me. I explained once again that all sales final was clear to me but that I did not get the item I purchased and was told that essentially it did not matter. I asked to speak to a XXXX they finally called me back on Tuesday XX/XX/year>. We once again, had a similar discussion where the XXXX told me that the transaction was all sales final so he couldn't help me. I asked to speak with someone above him and he told me that he was the highest person at Discover that you could talk to on the phone! I clarified XXXX last time that he was stating that we are obligated to pay for an item that I did not select and he agreed. That is why I'm reaching out to you regarding this situation. I sure hope you can help me. I just want the mattress I picked out, or a refund nothing more but nothing less either. Thank you for you time.

Company response to consumer: Closed with explanation