Consumer complaint received 2025-07-15 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: FL

Complaint narrative:
I visited XXXX XXXX XXXX, located at XXXX The XXXX, XXXX, FL XXXX, on XX/XX/XXXX to purchase a number of perfumes for myself, coworkers, and family. This vendor liquidates surplus inventory for good prices. I was assured by the cashier that they were authentic and came from a XXXX 's that recently closed. I purchased 23 items, totaling {$630.00} after tax and service fees.

The next day, I took several of the requested perfumes to work ( local law enforcement ), and the detectives immediately noticed discrepancies in the packaging. The noted fonts that were out of alignment, subpar packaging fit and finish, blurry logos, missing production date codes, etc. 
I then took as many packages as I could to local shops like XXXX, XXXX, XXXX, and more to note the differences in the boxes. The boxes were not identical in dimension, design, and quality. The employees at XXXX were immediately stricken by the poor quality of the few I showed them that they carried. 
This gave me enough reason to return to the vendor and request a refund. I attempted to return them on XX/XX/XXXX. I recorded audio on my mobile device. Florida law is a two-party state only when there is reasonable sense of privacy. Since the businesses utilize security cameras in their buildings, this law is null and no sense of privacy is in place. I asked to return them, to which the cashier replied that she was not authorized. I had to discuss it with the boss, XXXX. I asked where he was, and she replied he was at the XXXX store 20+ miles away. I left her my number before immediately departing for the XXXX XXXX, XXXXXXXX XXXX XXXX XXXX, at XXXX XXXX XXXX XXXX, XXXX, FL XXXX. 
When arriving, I was informed that he was not there. I again explained that I needed to speak with him about the fraudulent perfumes. I left my name and number and asked that he call me. 
Attached documentation and audio recordings confirm that I was at the stores. 
After four business days, I received no call.

At this point, I opened case XXXX XXXXXXXX. I explained the situation and the high level of confidence that the items were counterfeit. Capital One did not request any further documentation at the time, informing me that a decision will be made within 90 days. It seems that in this time, the only thing Capital One did was ask the seller if I received my goods, to which Capital One claims " The merchant provided the following information to support the transaction : Notification that goods were as described and received in good condition ''. To appeal this process, I was instructed on XX/XX/year> " Your response should be a signed and dated letter including your case number, the merchant 's name, the date of the transaction, the disputed amount, and any of the supporting documentation listed below. '' I wrote an extensive description of the situation and uploaded all documentation approximately one week later. This included photos showing the differences in product design, poor workmanship on the counterfeit items, etc. I eve emailed several of the manufacturers with photos. XXXX XXXX XXXX explicitly stated that the poor quality of the product does not conform to their standards and that they are certainly counterfeit. 
If I were to open the products, I am 100 % confident that I would find evidence of every product being fake. 
On XX/XX/XXXX, Capital One denied my appeal and closed the case. I contacted them asking a reason why to which they said that there was no proof of my contact with the merchant. They asked for any call logs, emails, or communication with the seller. Since the seller refused to call me back, I only have the audio recordings that I thankfully saved on my phone. 
I transcribed these conversations into a Word document along with the GPS locations when they were recorded. This should have made my case complete. 
Capital One again denied my claim on XX/XX/XXXX. 
I have done everything in my power to prove the counterfeit nature of these products, but Capital One refuses to help me. 
I now come to the CFPB as a middle ground before I reach out to Law Enforcement.

Company response to consumer: Closed with explanation