Consumer complaint received 2026-03-04 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: NY

Complaint narrative:
To whom this may concern. I made a purchase from XXXX XXXX to purchase an indoor sauna. When I received the order and began to open the package, I realized multiple damaged pieces. I contacted the company explaining that the roof, glass door, rubber seal, missing pieces, and door would not close. I was informed the pieces would be reshipped. This is why I said no to the return when originally offered. As I wanted to rectify the situation and keep the sauna if all parts were sent and it was able to be used. I received the roof and no front wall after waiting multiple weeks. The customer service has been awful as they wont return texts, calls, or emails. I asked for management and took over a month to receive a call. As of right now I received the sauna and a new roof, new piece of glass. I never received the rubber seal. I still have not received the front panel to the sauna. I have messages and phone calls telling me that they do not want me to fix the sauna and they will ship the parts. Then when I only received the glass the lady told me to then try and fix the item. Which is why I then stated I want to initiate a return. The door does not close. I am unable to use the sauna. After finally calling the Operations Manager, she then informed me to dispute this with my credit card company. As she wouldnt let me finish and kept interrupting. XXXX XXXX the Operations Manager did not let me return the product. I have since called Capital One who tried to contact the company. Twice the company did not answer and did not return our call. Capital One was unable to contact them. I contacted the company numerous times and no call back or email back. My last phone call was XX/XX/year> at XXXX. I emailed XXXX XXXX the operations manager who did not reply to my email. I texted the manager at ( XXXX ) XXXX XXXX, with no reply back. I have contacted Capital One numerous times and spoke to a supervisor each time. Every supervisor informed me I would be all set, yet each time the next supervisor would say something different. The company will not contact me. I have reached out by phone, email, and text, each time no response. How am I able to return the product when the company does not reply. The companies policy states that if an item is damaged I will not be charged a restocking fee and a label and shipping box will be sent. The merchant will not reply and has not replied which prohibits me from returning the product. The last supervisor said to have the item available to ship. The item is ready to ship and available to ship. I have attached photos of me proving I have contacted the company to no reply. In summary I received a nonfunctional sauna. The merchant first offered a return to which I said no as I wanted the sauna with the correct parts and functioning. The merchant only shipped the glass and not the front panel. The sauna is a closed system and needs a seal and front panel that closes. Now that the merchant didnt send all the correct parts I have asked for a return. XXXX XXXX denied this and said to take it up with my credit card company. Capital One completed this transaction and now I paid for a sauna that does not have all the correct pieces and is not functional. Lastly the company will not reply and will not communicate to send a label and a package so I can return this product.

Company response to consumer: Closed with explanation