Consumer complaint received 2024-12-01 00:00:00
Product: Credit card — Store credit 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: CT

Complaint narrative:
On XX/XX/year> I placed an online order with Saks Fifth Avenue for XXXX items, XXXX dresses and a jacket, order XXXX XXXXXXXX. On XX/XX/year> XXXX delivered a box to my home containing XXXX items from the above mentioned order.When I brought the box inside my home it appeared damaged and looked like it had been opened and retaped shut. It had clear shipping tape over all sides of the box. When I opened the box there were XXXX of my ordered items inside, a XXXX XXXX faux leather dress with visible stains on the front lapel and a XXXX XXXX jacket which appeared damage free. There was nothing else in the box, no packing slip. I then contacted Saks Customer Service on XX/XX/year> to report the condition of the box and the stained dress that arrived in it. I also informed her that even though I ordered XXXX items only XXXX items were in the box and there was no packing slip, so I wasn't sure they had actually shipped all XXXX together. She asked me to send her pictures of the box and the stained dress and she would open a claim. I sent the stained dress back and waited for a response.I heard nothing from Saks for an entire month, so on XX/XX/XXXX, I contacted their customer service department again. The customer service agent I spoke with this time said no claim had been filed so she would resubmit it, Saks XXXXXXXX XXXX XXXX. Again I waited for a response but never got XXXX. So I contacted Saks customer service for a third time. This time I was put hold multiple times spoke with different " managers '' who told me XXXX items were shipped and they were closing the claim. They provided me no proof, just that they contacted the warehouse and the warehouse confirmed they shipped all XXXX items. I asked them if the warehouse used the clear shipping tape to seal my package when they processed it, but they just continued to say that they shipped XXXX items. I asked for pictures of the items in my box from the warehouse, why was there no packing slip. I asked if they contacted XXXX as the box appeared damaged. They told me I needed to contact the credit card company if I wished to dispute the charges, they would be responsible for issuing me a credit. After contacting and opening claims with both XXXX XXXX  who at the time managed Saks Credit Cards and then XXXXXXXX XXXX who took them over, XXXXXXXX XXXX is now saying it is up to Saks to resolve the matter, they are responsible for handling matters related to sales, merchandise processing, returns and shipping. So now I am going around in circles as Saks is just looking to pass the buck. They have offered me no proof the item was in the box delivered to me by XXXX, they have not shown me any proof they contacted XXXX to question the damage to the box they delivered. I do not even believe they opened any investigation into this matter. It took me numerous phone calls to their customer service department to even start a claim. No one from Saks ever contacted me regarding the claim, i.e.to gather more information, etc. I never received the dress and Saks did nothing to investigate claim, the shipment or provide me with the proof the item was in the box when it was delivered to my house by XXXX on XX/XX/scrub>XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief