Consumer complaint received 2025-10-09 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:
I am reached out to Capital One to make a quality of product dispute : Merchant : XXXX XXXX XXXX Amount : {$1800.00} Date : XX/XX/XXXX The basis of the dispute was regarding the below : I am writing to make a quality of product dispute and ask for a refund for the charges I incurred due to the merchant, XXXX XXXX, misrepresentations to me. I did not receive a product as described and expected from the initial contract. I signed a contract for a dress that was supposed to allow for alterations. I received a dress that did not allow for alterations due to how the dress was constructed ( ie boning and clips ). It is very simple, very clear. 

I am disputing this charge due to the quality of product that was provided. The dress provided by XXXX XXXX failed to meet its description and was not the dress as advertised and represented by XXXX XXXX XXXX ie that the construction of the dress allowed for alterations ). 

My measurements were taken by XXXX, the Sales Associate, at XXXX XXXX XXXX at my initial appointment in XX/XX/XXXX. The dress XXXX XXXX chose to order for me based upon my measurements was unknowingly the incorrect size, a XXXX, and was too small. I should have been ordered a larger dress size such as a XXXX or XXXX based upon my measurements. 

At no point in time was the word or term boning or clips used by XXXX XXXX to me. Under no circumstances would I have paid for and picked up a dress if I knew XXXX XXXX representations that fabric was available to allow for alterations were false. Instead, XXXX XXXX misrepresented to me that alterations were possible and fabric was available to be let out. They are the professionals, not me. They chose to withhold that information from me. These numerous misrepresentations are what I relied upon in making my initial and final payments for the dress. 

It is to be noted that at no point in time has XXXX XXXX alleged my measurements changed in any way from XX/XX/XXXX to XX/XX/XXXX. They did not. It is clear XXXX XXXX mismeasured me and a larger dress should have been ordered. I have never heard of ordering a dress, let alone a wedding dress, too small versus having it larger and being able to be taken in. 

I provided Capital One with ample documentation of photographs, emails, text messages, phone records etc. that show proof for every single thing that I mention below. 

XXXX XXXX representing alterations could be made : My dispute has to do with the fact that the product I signed a contract for explicitly stated alterations were required and physically possible. 

Clause XXXX of the contract : I understand and confirm that some additional alterations will be required to achieve a personalized fit, and I will seek to schedule and complete this outside of XXXX XXXX. ( emphasis added ). 
Clause XXXX of the contract : alterations is further mentioned. 

Furthermore, on XX/XX/XXXX, XXXX XXXX stated that typical tailoring fees for their dresses are anywhere from $ XXXX. Again, representing to me that my dress was capable of alterations. 

XXXX XXXX misrepresented to me that there was XXXX allowance at each seam and that alterations were possible. These misrepresentations were made in the initial contract I signed ( clauses XXXX and XXXX ) and then again in their XX/XX/XXXX email, XX/XX/XXXX email, and XX/XX/XXXX email. Under no circumstance would I have signed a contract if I had known alterations were not possible. At no time prior to obtaining the dress was I aware of this material fact. 

Alterations can not be made due to the construction of the dress : I received confirmation from the tailor XXXX XXXX told me to go to, XXXX and XXXX, on XX/XX/XXXX stating the dress can not be altered due to its construction. Furthermore, XXXX with XXXX XXXX, also stated on XX/XX/XXXX that alterations can not be made. It is clear, alterations are not possible and the representations by XXXX XXXX that they were was a clear purposeful misrepresentation to induce me to make final payment. 

I was forced to make payment prior to pick in up violation of the contract : You can see from the email threads that I was clearly forced to pay for the dress even before they would put me on the schedule for an appointment. This was in direct violation of the contract I signed in XX/XX/XXXX where payment was to be made at pick up, not prior to. 

Pick up form : I have reviewed the signed pick up form from the time the gown was picked up as provided by XXXX XXXX. As explained in my documentation, prior to the form being marked LC do not agree, I sent an email to XXXX XXXX at XXXX pm stating : I am currently in the store meeting with XXXX to pick, up the dress that I paid for in full. I have asked multiple times to let me look at the pick up form I was just told I had to sign which has clear terms I do not agree with. I am not satisfied with the dress and I am not waiving that dissatisfaction by signing the pick up form. I was told I will need to leave the store if I dont sign the form and can not take the dress I paid for. I again am being forced to sign before I leave. ( emphasis added ). 

The form was then filled out at XXXXXXXX XXXX  or AFTER I sent that email, with my finger on an XXXXXXXX XXXX  Do Not Agree. ( emphasis added ). At no point did I sign the form consenting. In fact, I did the opposite. 

At XXXX pm XXXX XXXX emailed me stating my dissatisfaction was noted. 

At no point in time did I agree to the terms of the pick of form. There is no evidence that supports that I did. In fact, all of the evidence is clear and shows that I did not agree. 
I am asking for a refund for the charges I incurred due to XXXX XXXX misrepresentations to me. I signed a contract for a dress that was supposed to allow for alterations. I received a dress that did not allow for alterations. It is very simple, very clear. 

I spoke to Capital One numerous, numerous times regarding my dispute. Each time I called and spoke to a supervisor, I was told something else was needed from me- some additional documentation ( ie proof I asked for a refund, proof I tried to return the dress ). Each time I was asked to do something I went back to XXXX XXXX, obtained the necessary documentation, and uploaded it to Capital One. Nonetheless, they continued to deny the claim and failed to provide me with a reason why it was denied. 

The denial is not due to any XXXX requirements as they might state. This charge was for the initial deposit for the dress. I disputed the other charge, or final payment, in another XXXX credit card providing the exact same information to that company. Within days I was notified the dispute was resolved in my favor and I was credited the amount. My dispute with Capital One is exactly the same and no different. I should not continue to be denied when I easily received a credit on another XXXX card for the same issue. 

I made the following phone calls with Capital one in attempts to resolve this issue ( I have phone records to confirm ) : XX/XX/XXXX for XXXX minutes XX/XX/XXXX for XXXX minutes XX/XX/XXXX for XXXX minutes

Company response to consumer: Closed with explanation