Consumer complaint received 2025-05-12 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: CA

Complaint narrative:
RE : CFPB Case No. XXXX * Congress A XXXX Case against Capital One RE : Capital One Case No : XXXX PRODUCT PURCHASE : XXXX XXXX XXXX * XXXX - {$490.00} XX/XX/year> SUMMARY As a means of simplifying the facts in this nearly four-month claim for reimbursement from Capital One, below you will read a chronology of events beginning with the purchase of the lamp on XX/XX/XXXX to the present day, XX/XX/year>. 

Each entry represents the comments found on XXXX website, which allows statements from all parties concerned in this conflict : XXXX XXXX XXXXXXXX ( the manufacturer of the lamp ), XXXX XXXX XXXX  third-party seller ) and me ( the buyer ). 

Despite abundant information and proof of malfeasance, Capital One refuses to return the money I paid for the lamp. 

A CHRONOLOGICAL SEQUENCE OF EVENTS Between myself, XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX ) and XXXX as of XX/XX/year> INTRODUCTION This document details my ongoing dispute with XXXX, a third-party XXXX seller, regarding the purchase and return of a XXXX XXXX XXXXXXXX floor lamp. XXXX XXXX XXXXXXXX sells lights under the brand XXXX XXXX XXXX. Despite multiple communications with both XXXX and the manufacturer, XXXX XXXX XXXX XXXX and despite the lamp being in good, re-sellable condition upon return, XXXX has repeatedly refused to return the lamp to XXXX XXXX XXXXXXXX or to issue a refund using various delaying tactics and policy changes. 
TIMELINE OF EVENTS XX/XX/year> I ordered a XXXX XXXX XXXX floor lamp through XXXX for {$490.00}. ( XXXX XXXX XXXXXXXX XXXX XXXXXXXX ) The order was filled by XXXX 's third-party seller, XXXX. XXXX is a foreign company based in XXXX. It is registered in Delaware. The address I was given is : XXXXXXXX XXXX XXXX XXXX  XXXX XXXX XXXX, XXXX, TX XXXX. The company has bases in Florida and Texas. The XXXX XXXX XXXX in TX does not register XXXX 
XX/XX/XXXX The floor lamp arrived in two boxes, one with the metal lamp base and the other with the shade. There was no paperwork inside either boxno invoice, no warranty paper, no delivery information, no assembly instructions. The lack of assembly instructions became the source of the problem with XXXX. 

XX/XX/XXXX I notified XXXX I was missing the harp and finial to apply the shade. 

XX/XX/XXXX Through XXXX, I reported to XXXX that I had no instructions and no paperwork at all and was having trouble with the shade application. 

XX/XX/XXXX I write to XXXX that I may have to return the lamp because I can not apply the shade. Although I liked the lamp and would have kept it if I could have figured out how to apply the shade, I reluctantly decided to return it. 

XX/XX/XXXX XXXX sends a link to assembly instructions. However, the instructions do not clearly show how the shade is installed. 

XX/XX/XXXX XXXX  offers a pre-paid label to return the lamp. 

XX/XX/XXXXXXXX XXXX asks if I have the lamp packed and ready for shipment. They will send ( email ) a prepaid label. I tell them it is. 

XX/XX/XXXX XXXX refuses to send prepaid label as " item is not defective '' XX/XX/XXXX Due to concerns about XXXX 's reputation ( they were not registered with XXXX XXXX XXXX and had many negative reviews on XXXX XXXX ), I decided to return the lamp directly to the manufacturer instead. I sent the two boxes to the manufacturer, XXXX XXXX XXXX in XXXX XXXX, Vermont, via XXXX and insured both for {$500.00} at a cost of {$180.00}. ( Receipt # XXXX ). 

XX/XX/XXXXXXXX XXXX-It asks me to pay for the shipment of the boxes from House of XXXX XXXX Vermont to XXXX XXXX Texas address. 

XX/XX/XXXX XXXX XXXX XXXXXXXX XXXX informed XXXX the lamp had arrived at their destination. I repeated that XXXX had offered a pre-paid label to return the lamp, then refused. 

XX/XX/XXXX Morning : XXXX  keeps repeating that there is nothing wrong with the lampeven though they have not understood my issue with the shade. 

Afternoon : XXXX XXXXf XXXX begins asking Kart-It if they have received the boxes. They ask again on XX/XX/XXXX. 

XX/XX/XXXX Morning : XXXX says because they haven't received the lamp, they will not reimburse me. 

Afternoon : I contacted the Customer Service Manager, XXXX XXXX, at House XXXX XXXX. From this date ( XX/XX/XXXX ) through to the present, XXXX XXXX XXXXXXXX 's XXXX has been in near constant communication with Kart-It. They discussed receipt of the boxes, condition of the lamp, and House XXXX XXXX directs Kart-It to issue credit to me because the product was in good, re-sellable condition. 

XX/XX/XXXX - XXXX House XXXX XXXX and XXXX enter into a prolonged email conversation over the fact that because XXXX lost one box containing the shade, the lamp 's speedy return should not be their customer 's ( my ) fault. 

XX/XX/XXXX XXXX XXXX XXXX  XXXX responds to XXXXIts commentYou are very incorrect. We are more than willing to work with all our customer, especially when shipping errors are involved. 

XX/XX/XXXXXXXX XXXX tells XXXX XXXX XXXXXXXX that per their return policy, they will not refund my money until they receive the lamp in " good and re-sellable condition. '' XX/XX/XXXXXXXX XXXX XXXX XXXXXXXX XXXX Customer Service Manager makes the third request of XXXX for confirmation the boxes arrived at their location. 

XX/XX/XXXX XXXX received the lamp in good condition on this day. However, they continuedfor two weeksto deny they had received the lamp. 

XX/XX/XXXX XXXX XXXX XXXX XXXXXXXX asks XXXX  if the boxes have been received yet. 

XX/XX/XXXXXXXX XXXX XXXX  XXXX XXXX asks XXXX if the boxes have been received yet. 

Afternoon : XXXX  responds that because the product was not returned to them, they will not issue a credit. 

Later : I reached out to an XXXX Customer Service team member, XXXX, who told XXXX to refund my money. He gave them 48 hours to respond. 

XX/XX/XXXX Morning : Because XXXX  continues to say they haven't received the lamp yet, XXXX XXXX XXXXXXXX gave me information on their XXXX shipping receipt. I tell XXXX they received the lamp on XX/XX/XXXX at XXXX a.m. and someone named XXXX signed for the boxes. I gave them the tracking numbers : XXXX and XXXX. 

Afternoon : XXXX now says the lamp is being inspected for damage. 
Evening : XXXX asks me to withdraw the negative comment I made on XXXX about XXXX. An XXXXXXXX XXXX named XXXX called me at home to repeat the request for removal of my comment. The insinuation was that unless I withdraw the comment, I will not see my credit. I tell XXXX that I will withdraw the comment when my Capital One account shows the {$490.00} refund. I never did. 

XX/XX/XXXXXXXX XXXX XXXX  XXXX tells XXXX the boxes were returned to them on XX/XX/XXXX and asks if a credit has been issued to me, the customer? 

XX/XX/XXXX XXXX  now brings up a 30-day return policy not previously mentioned. Nor have I seen any paperwork regarding this policy. Additionally, they report the lamp is in " non-resellable condition '' so they will now not refund my money. And with all the verbal wrangling between XXXX XXXX XXXX, XXXX, and meplus the earlier loss of one box by XXXX any speedy return impossible. And not my fault. 

Afternoon : XXXX XXXX XXXX says this ( XX/XX/XXXX decision by XXXX ) is completely unacceptable!! They report the lamp was inspected at XXXX XXXX  XXXX and found to be in fine condition for resale. And you knew this light was on its way. There have been multiple emails in regards to this. 

XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX  XXXX that the lamp was inspected and is found to be non-resellable upon inspection. They tell XXXX XXXX XXXXXXXX that if they want it back they must send a prepaid label to XXXX because they have a 30-day return policy. 

Afternoon : XXXX XXXX  XXXX tells XXXX XXXX XXXXXXXX has had this light for 22 days. How long does it take to inspect the light? This type of business is not the type of business we want our name linked to. Our customers come first. When will this credit be issued? 

Later : XXXX tells XXXX XXXX XXXXXXXX that the item is returned and is being inspected. We will take care of the customer refund part. 

XX/XX/XXXXXXXX XXXX XXXX says the lamp is in non-sellable condition. But if I want the lamp, I must send them a prepaid label and they will ship it back to me. 

XX/XX/XXXX I report this disgraceful treatment by XXXX to a federal agency, the CFPBthe Consumer Financial Protection Bureau XXXX 

XX/XX/XXXX I reminded XXXX that XXXX XXXX XXXXXXXX told them the lamp they shipped to XXXX was in good, re-sellable condition. 
Afternoon : Regarding XXXX claim that the products return exceeded their 30-day limit, XXXX XXXX XXXXXXXX reminded XXXXIt that because of it's delaying tactics, the boxes were received at XXXX 's location on XX/XX/XXXX. 

XX/XX/XXXXXXXX XXXX XXXX XXXXXXXX XXXX tells XXXX they sent pre-paid labels to them so the lamp can be returned to XXXX XXXX XXXXXXXX. 

XX/XX/XXXXXXXX XXXX XXXX  tells House of XXXX XXXX XXXX check with our warehouse and get back to you. 

XX/XX/XXXXXXXX XXXX XXXX XXXXXXXX XXXX tells XXXX  let me know what is going on with this light. I want it back. 

XX/XX/XXXXXXXX XXXX XXXX  XXXX XXXX makes their 3rd demand of XXXX to return the lamp to XXXX XXXX XXXX XXXX 

XX/XX/XXXX XXXX XXXX XXXX XXXX makes their 4th demand of XXXX to return the lamp to XXXX XXXX XXXX XXXX 

CONCLUSION As of today ( XX/XX/year> ), I am still awaiting a resolution of this matter. I am seeking a full refund of the {$490.00} by Capital One which was the lamps purchase price from XXXX. On XX/XX/year> I filed a complaint ( case number XXXX ) with the Consumer Financial Protection Bureau and am prepared to escalate this matter further if necessary, including filing additional complaints with the XXXX XXXX XXXX XXXX the Federal Trade Commission , and potentially pursuing small claims court action if XXXX continues to refuse the refund that XXXX XXXX XXXXXXXX has confirmed I am entitled to receive.

Company response to consumer: Closed with explanation