Consumer complaint received 2017-06-11 00:00:00
Product: Credit card or prepaid 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
State: NY

Complaint narrative:
On  XX/XX/XXXX  I entered   XXXX   XXXX  ,   XXXX   XXXX   XXXX  ,  XXXX , NY looking for a coat. Based on the recommendation of the manager,  XXXX , that it could be ordered to my size without a problem, and that they did this all the time, I PREPAID {$690.00} and set up an appointment for a fitting for the following week. ( I used an American Express card with the knowledge that if there was any issue, Amex would back me. ) The following is verbatim from their website : "   XXXX   XXXX  , our co-founder, is in the boutique daily, supervising our brand-new Custom Design division. One of a kind is her specialty. Triple zero? No problem. Shorter? Longer? All is possible at   XXXX   XXXX  . She will never let you down. Enclosed is the link for verification.   XXXX   XXXX   XXXX  .
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In short, 5 or six store visits and fittings ( by  XXXX  ) later, the coat still did not fit properly. It was either too small, too big, misfit by the shoulders, arms, and chest and pulling all over. Each time I was assured by either  XXXX  or   XXXX   ( saleswoman ) that I would be completely satisfied before having to take the coat. The last time I was there I spoke with  XXXX  about this and said it doesnt make any sense to keep on coming back. It was time to cancel this and request a refund. She agreed. A few days later she said I should see the refund on my credit card shortly. A few weeks later she said she would check why the credit wasnt showing and get back to me. She didnt.
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On   XXXX   XXXX   XXXX  ,   XXXX   called me and asked if I could give it one more try. I discussed it with her and said it didnt make sense, as she saw the fitter was incapable of fitting properly, and it entailed hours of travel time and sometimes taking off work. It wasnt logical to begin this process again. She said she understood.
After this they refused to process a refund.
I filed with the BBB and disputed the charge with Amex. The merchant sent Amex a copy of the invoice and Amex charge to prove that I paid for the coat, and one page of a work order as proof that the coat was sewn. I told Amex that I am not claiming that the coat was not sewn. I am claiming that it is not usable and they are not capable of fitting and sewing a coat properly. This went back and forth four times.
First the merchant claimed that I asked for the coat to be made smaller, in case I lose weight. I asked for it not to be made flared on the bottom as I do not need the extra width. No one expects to lose enough weight in one weeks time that they would need one size smaller coat.
Then the merchant claimed they custom sewed a size 16 coat for me, which they dont usually do. This is not according to their saleswomen or their website claims. One of a kind is her specialty. Triple zero? No problem. Shorter? Longer? All is possible at   XXXX   XXXX  . She will never let you down.
Then they claimed I refused to come in for additional fittings after the first time. ( Subsequently, they claimed I refused after the second, then third fitting. ) This is an outright lie. They sent Amex only ONE page of a work order. They very clearly have copies of each time I came, and each time corrections needed to be made. The salesgirls know how many times I came!
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At the end Amex said they already paid the merchant the money, and it was up to the merchant to refund the charge. If they didnt, Amex couldnt help me. How ridiculous! Of course the merchant isnt going to refund the charge. I had no proof that the coat didnt fit. I said I could go to the store, try it on, take a picture, and send it to Amex. Or go the Amex headquarters in   XXXX    and show it there. They said they couldnt accept that.
I am enclosing some of the back and forth with Amex and the merchant.
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That leaves me with a {$690.00} loss and a coat, that due to the fitters ineptness, is in the store and is not wearable.

Company response to consumer: Closed with explanation