Consumer complaint received 2024-02-11 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: AMERICAN EXPRESS COMPANY
State: CA

Complaint narrative:
I ordered a set of taillights for my car on XX/XX/XXXX from XXXX using my American Express gold card, which was charged {$270.00}. The order number was XXXX. When I received the taillights, one of the foam gasket seals was not installed correctly, causing a lot of water to leak into my trunk. I first contacted XXXX regarding this to see if they'd honor their damage/defective product policy, which is that they will pay for return shipping and refund the order. They refused ( they said I needed to pay return shipping, which turned out to be about {$90.00} for the cheapest option because of the size and weight of the box. They wanted me to send it to XXXX, Georgia. But, the item was shipped from XXXX XXXX, California, where I live ), so I went to open a dispute with AMEX. I also submitted a XXXX complaint against XXXX in case that would help ( XXXX did not respond ). 

I heard back in late XXXX that my dispute was denied. I was able to see the evidence that XXXX submitted to support their side, and it included an email from me, sent 9 days before I even ordered the disputed item ( for context, I ordered the same product from XXXX for the same amount on XX/XX/XXXX. While installing, I broke a bolt. I reached out to XXXX to see if they would be kind enough to send a replacement light for me. They refused, which was understandable since I did damage it. AMEX has 90-day purchase protection on products purchased with my card, which covers accidental damage, so I used that. The amount I was charged on XX/XX/XXXX was credited back to my account. I used that amount to make the purchase on XX/XX/XXXX, which is the purchase being disputed ). 

The evidence XXXX provided to AMEX was an email from me on XXXX stating I damaged the item. Again, this was 9 days before I ordered the item in dispute. This email also shows the order number from the XX/XX/XXXX purchase ( order XXXX ), while the invoice XXXX  provided as a part of their evidence has the order number and information from the XX/XX/XXXX order ( XXXX ). XXXX also only provided one page of their return policy. This page does say that customers unhappy with the items can return for a refund, but they need to pay shipping. They conveniently left out the next page, which states that XXXX will pay the return shipping for damaged/defective items and issue a full refund ( this policy also says I must contact them within 7 days of receipt of the damaged/defective item. I reached out on XX/XX/XXXX, which was 1 day after the order was delivered, and 6 days after the order was made. So in terms of timing, my return request should have been acceptable ). 

I was astonished when AMEX denied my dispute. I called and reopened the dispute, and the service representative I spoke with stated she would note that the order number and date on the email they provided did not align with the order I was disputing. Nevertheless, I received an email from AMEX a few days ago confirming my reopened dispute was denied again. I took a look at the evidence XXXX provided, and nothing changed from the original dispute. They state that I damaged the product, which is not true about the product that I am disputing.

Company response to consumer: Closed with explanation