Consumer complaint received 2026-06-01 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: CAPITAL ONE FINANCIAL CORPORATION
State: IL

Complaint narrative:
On XX/XX/year>, I purchased a custom special order sofa set from XXXX XXXX for {$3500.00}. The order was delivered on XX/XX/year>, after a XXXX wait. Upon delivery, the merchant 's own delivery driver documented multiple defects under the factory wrapping before the items were unpacked, including stains on both sofas and all cushions, and a structural stitching defect on the back of the first sofa. The driver logged the defects in XXXX ' own service system. On the day of delivery, I immediately requested a return for a refund via text message to my XXXX sales associate. She ignored that request and only offered to schedule a service appointment. I then escalated by phone to the store manager at the XXXX location, who refused both a return and an exchange and pointed me to XXXX ' website where their policy states special orders are non-refundable. I also escalated through a XXXX complaint, where XXXX corporate again refused replacement and cited the same non-refundable policy. On XX/XX/year>, I filed a chargeback dispute with my credit card company for defective merchandise not delivered as described. I submitted extensive evidence including photographs of all defects, text message screenshots showing the merchant 's own sales associate acknowledging the product was unacceptable and committing in writing to pursuing an exchange, the signed order receipt showing the repair/replace policy was never disclosed at point of sale, and the XXXX service order confirming defects were logged in their own system. My credit card company has denied the chargeback citing Steinhafels ' non-refundable refund policy. This denial is improper for the following reasons : The merchant 's non-refundable policy applies to buyer 's remorse, not defective merchandise. I am not disputing a change of mind. I am disputing defective goods not delivered as described. Under Visa chargeback rules, defective merchandise disputes ( reason code XXXX ) are valid regardless of the merchant 's return policy. The bank failed to apply Visa 's own rules. The merchant 's own employees, including the delivery driver and the sales associate, documented and acknowledged the product was defective and unacceptable to be delivered in this condition. The repair/replace/discretion policy the merchant is using to deny remedy was never disclosed at the point of sale. It does not appear in the signed order receipt or the order confirmation email, both dated XX/XX/year>. I requested escalation to a supervisor at my credit card company. The senior manager stated this is the highest level of review and refused further escalation, but did not initiate Visa arbitration or provide me with the merchant 's written response to the dispute. I am asking the CFPB to require my credit card company to properly review this dispute under Visa 's defective merchandise chargeback rules, provide me with the merchant 's response documentation, and initiate Visa arbitration if the bank still refuses to honor the dispute.

Company response to consumer: Closed with monetary relief