Consumer complaint received 2024-11-05 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: JPMORGAN CHASE & CO.
State: IN

Complaint narrative:
I am writing to formally dispute my credit card charges from Sleep and Spas. Below is a detailed account of why the dispute is warranted. 

I purchased a mattress from Sleep and Spas on XX/XX/year> for {$2400.00} at XXXX XXXX XXXX XXXX XXXX in XXXX XXXX, IN. The mattress was sold to me by a gentleman named XXXX. During the sales process XXXX had me sit on a few different mattresses. I told him that I bought my last mattress at the fair as well. It is a Tempurpedic mattress and is very firm. I told him that I wanted the same type of XXXX, a firm XXXX XXXX, but needed it in a king size as I currently have a queen. After finding a mattress that was the firmness that I liked XXXX told me a price of about {$5000.00}. I told him that was out of my budget, so he talked to another employee named XXXX, who stated they had a closeout mattress at the warehouse that was just what I was looking for that they could sell me at a discounted price. I asked for a frame to be included, which was agreed upon. I used my Chase card to make this purchase of {$2400.00}. I was never given a receipt even though it was supposed to be emailed to me. They told me that I may not get the mattress for another XXXX weeks. 

The mattress arrived on XX/XX/year>. After delivery, I sat on the mattress and immediately realized it was not the correct mattress. The mattress was firm but it was not a Tempurpedic mattress. I sent a text to XXXX, the salesman, to which he never responded, and immediately called XXXX as he was there during the sales process and delivery. He apologized and stated that he needed to make some calls and get back to me. The frame was also not delivered at this time. 

On XX/XX/year> XXXX called me back and stated that there was a misunderstanding, and that if I paid an extra {$700.00} they would be able to deliver the correct mattress. Thinking this was just a misunderstanding, I agreed. He told me that someone else would reach out soon. 

On XX/XX/year> I spoke with XXXX who obtained my email address to send the invoice that XXXX and I had discussed. On XX/XX/year> my XXXX credit card was used to pay the additional {$740.00} invoice that was emailed to me by XXXX. 

On XX/XX/year> I got a call from someone named XXXX who stated that he was coming to pick up the incorrect mattress. This mattress was picked up while I was out of town, so I was unable to talk to XXXX in person. The new mattress was not delivered on this day. The frame was also not delivered at this time. 

After the mattress was picked up and I had no estimated delivery on the new mattress I called XXXX several times with no answer. This is when the initial Chase dispute was filed. 

On XX/XX/year> XXXX called me after having left several messages. This was after I filed my initial dispute. I returned his call at which point we discussed that I was delivered the wrong mattress, that mattress was picked up so I was sleeping on an air mattress, I paid an extra {$740.00} even though I was told it was {$700.00}, and still had no clue when or if I would ever get the correct mattress. He asked me to cancel the dispute and assured me that he would send the correct mattress. He stated that he was not able to send the mattress with the dispute in process and was sure that I would have my correct mattress within a week. After this conversation I called and talked to Chase customer service about the issue. After that discussion I canceled the dispute. 

On XX/XX/year> I got a text for delivery of my Tempurpedic mattress. On the delivery document it stated that I was getting a medium mattress. I immediately called XXXX and asked if I should cancel the delivery as this was still not the correct mattress. I called him several times over the next 5 days before actually speaking to him. He stated this was another misunderstanding. He told me that Tempurpedic has a guarantee and that I should try the mattress out. If I decided after XXXX XXXX  that I did not like it then I could exchange it for the firm mattress. I reluctantly agreed. He told me that if in XXXX XXXX  I did not like the mattress I could either call Tempurpedic directly for the exchange or could call him for assistance. 

On XX/XX/year> the incorrect medium Tempurpedic mattress was delivered. By this point the bed frame has been delivered. 

On XX/XX/year>, after sleeping on the medium mattress for about XXXX XXXX I called XXXX to let him know that it was not what I ordered or wanted. I requested that he assist with the exchange. He did not answer, so I left a message. I also called Tempurpedic who stated that they could not do the exchange since I purchased the mattress through a third party. I attempted to call XXXX several more times with no response. Tempurpedic recommended I attempt to call the corporate number for Sleep and Spas. This was also not fruitful. 

On XX/XX/year> I messaged Sleep and Spas on XXXX  trying to get ahold of XXXX. They stated that he was with a customer but would get back to me. In the evening, I messaged again stating that I never got a call. After that XXXX called me. He told me that the owner approved the exchange of the medium mattress for the firm one that I had ordered but stated that his accounting department was having trouble locating my payments and asked me to email them to him including the document where I canceled the dispute. He stated that once he got this he could start the exchange. I asked him to email me the exact mattress that he was ordering before placing the order to ensure this did not happen a third time, and he agreed. I emailed XXXX screenshots of my dispute cancellation and XXXX payment that evening, and I have heard nothing since then. 

On XX/XX/year> I filed a complaint with the Better Business Bureau and never got a response. 

On XX/XX/year> I opened a ticket with their website, which has gotten no response. 

On XX/XX/year> I messaged their XXXX, which did send a message back, but I have yet to hear from anyone. 

On XX/XX/year> I called the numbers for all of their locations and left messages and no one has responded to me. 

When I attempted to reopen this dispute with Chase on XX/XX/year> I was told that I was no longer allowed to dispute this charge and needed to resolve the issue with the merchant. When I initially canceled the dispute, I was told that I would be able to re-open the dispute as long as it was in writing and no one gave me a timeline. 

Please reach out for detailed screenshots of calls and messages that I can provide.

Company response to consumer: Closed with explanation