Consumer complaint received 2025-10-23 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: CO

Complaint narrative:
On XXXX XX/XX/year> I purchased two all inclusive vacations for XXXX people each to XXXX XXXX XXXX. This was to include XXXX XXXX,, all inclusive, etc. I paid for this based on information on their site and information I was given when I called. I have since found out that this was false information. 

We arrived in XXXX, were immediately ushered on to a horrendous bus to wait for XXXX mins. Then a XXXX hour nauseating awful bus ride. We didnt arrive to the resort until late in the evening. Then we waited for a lengthy time at the resort to finally be taken to our rooms. None of the butler preferences or XXXX accommodations were made as we were told they would be. Causing a dangerous situation and a huge disappointment especially because this was supposed to be for my fathers birthday celebration. 

We get to our rooms and try to order food as we were literally traveling since XXXX. Both rooms order food- it doesnt come for literally hours. XXXX room had food that sat under a heat lamp for hours as examples by the hot ranch dressing. The other room had to call and the order was resubmitted. 

Restaurants that were supposed to be available during our stay were closed. Whenever we asked for things including a safety pin, specific snacks, drinks, etc. we were told to look at the gift shop. 

For XXXX XXXXXXXX, I did not receive what I purchased by any means. I contacted Sandals immediately same day to explain the initial issues. I was told they were sorry and they would do wha they could to meet ANY of the butler preferences that should have already been done. 

Then I asked sandals for the first night refunded for each room. They declined but offered me some measly reward points. 

I paid with my American Express card as they have purchase protection and some travel protections. Being a customer for XXXX years, with impeccable credit and never missing a payment or carrying a high balance, I really thought they actually wanted to continue our business relationship.i was sorely mistaken. American Express doesnt care at all that Sandals is a swindling garbage company that steals from people under the guise of false promises and then ruins costly vacations. 

I tried disputing with American Express but they told me too bad because I accidentally opened the wrong dispute type even though Ive begged them to update the dispute type. I also supplied a plethora of documentation showing that I did not receive what I paid for, but they took sides in other Sandals who merely said they did not do anything wrong. Unfortunately this is the case with American Express recently. I also had to fight for a year to get back {$800.00} from a scammer that was 100 % scam and I got nothing from - that I provided proof too- but the scammer merely supplied the order details and a screen shot of XXXX XXXX near the city I live, so Amex took their side. 

American Express is federally responsible for doing a thorough investigation but it seems they are uninterested in fulfilling this responsibility, especially when they can just help more corporations steal from their clients. 

I didnt get what I paid for - Sandals refuses to do anything more than offering a few reward points though I would never purchase anything from Sandals again, and American Express refuses to uphold their federal responsibility, nor protect their customers from fraudulent corporations and swindlers.

Company response to consumer: Closed with explanation