Consumer complaint received 2026-04-10 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: CA

Complaint narrative:
I am submitting this statement in response to the merchants claims of their rebuttal. The merchants statements are inaccurate, misleading, and fail to address the core issue : the merchandise was defective and unsafe at the time I received it. Response to Claim # XXXX : The ISSs claim is internally inconsistent The merchant claims my statement is contradictory regarding when I identified the defect. This is incorrect. I purchased the knives in XXXX on XX/XX/year>. The knives were sealed in packaging immediately after engraving and not shown to me afterward. I did not open the packaging until I returned home to California on XX/XX/year>, which is when I discovered the defect. There is no contradiction : I did not return the item on XX/XX/XXXX ( as the merchant falsely suggests ). I identified the defect on XX/XX/XXXX, once I had the opportunity to open the sealed product. Additionally, the merchant states I did not attempt a return. This ignores a critical fact : I was physically unable to return the item in person because I had already left XXXX and returned to the United States. This is a key condition under chargeback rights : When a merchant requires in-person return but the customer is no longer in the country, this creates an unreasonable barrier to resolution. Response to Claim # XXXX : Face-to-face transaction with confirmed receipt While this was a face-to-face transaction, the merchants description of events is factually incorrect and misleading. Here is what actually occurred : I selected knives that were not damaged at the time of selection. The employee took the knives to a separate engraver station ( located to the left of the cashier ). A different individual engraved the knives. After engraving, the knives were : o Immediately placed into a box o Sealed o NOT shown to me after engraving This directly contradicts the merchants claim that : The engraved knife was shown to the customer and approved before receiving it. This did not occur. The defect was introduced after engraving and before packaging, while the item was in the merchants control. Because the product was sealed : I had no opportunity to inspect the final engraved product I unknowingly received a damaged and unsafe knife Response to Claim # XXXX : No return request was made This statement ignores the real issue and practical limitation : The merchant requires the item to be returned in person to the store in XXXX I reside in California and returned on XX/XX/year> This requirement makes returning the item impossible and unreasonable Additionally : The merchant has not provided any alternative return method, such as : o International return shipping o Replacement process o Refund accommodation This demonstrates failure to provide a reasonable remedy, which supports chargeback eligibility. Condition of the Merchandise ( Critical Issue ) I have attached photographic evidence showing : The blade separating from the handle The knife loosely moving back and forth The need to manually push the blade back into the handle This condition is : Dangerous Defective Not as described Unusable This is not a minor defect it is a serious safety hazard that could result in injury. Conclusion The merchants rebuttal fails to address the actual dispute and instead relies on inaccurate statements : The item was not shown after engraving The defect was discovered only after returning to the XXXX due to sealed packaging The merchant created an unreasonable return barrier The product is defective and unsafe I am requesting that Capital One reverse the rebill and uphold the chargeback based on : Defective merchandise Misrepresentation of condition at delivery Inability to return due to merchant-imposed limitations If XXXX accepts the damage and offers to return to me a knife that is not broken, I would accept that remedy. However, as it stands, paying for a knife that is damaged is in fact a valid chargeback. Thank you for your time and reconsideration.

Company response to consumer: Closed with explanation