Consumer complaint received 2025-12-18 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: DISCOVER BANK
State: MN

Complaint narrative:
Hello, I am filing a complaint because I was charged {$380.00} for a XXXX XXXX order that arrived shattered and leaking inside the box. Both XXXX XXXX and Discover acknowledged the damage, but neither will refund or replace the item. I am being held financially responsible for a product that I never received in usable condition. 
XXXX XXXX admitted the damage On XX/XX/year> XXXX XXXX wrote : We are sorry to see that your fragrance arrived damaged. 
On XX/XX/year> XXXX XXXX wrote again : It is regrettable to learn that your order arrived in less than pristine condition. 
They confirmed in multiple emails that the product arrived damaged and requested photos, which I provided immediately. 
XXXX XXXX then refused to honor the claim On XX/XX/year> XXXX XXXX wrote : UPS required the delivery materials and gift packaging as part of their UPS investigation.

Regrettably we are unable to pursue a UPS investigation. 
We suggest partnering with your financial institution for further assistance. 
This means : The merchant admitted the product arrived damaged.

The merchant admitted they could not honor the UPS claim.

The merchant instructed me to contact my bank for resolution.

I followed those instructions exactly. 
Why the packaging could not be kept The packaging was : saturated in fragrance liquid covered in sharp broken glass leaking through the cardboard unsafe to keep inside my home I have younger siblings, so the broken glass and leaking chemical fragrance made the packaging a safety hazard. I disposed of it for health and safety reasons. 
XXXX XXXX then used the lack of the destroyed box as grounds to refuse responsibility even after admitting damage and directing me to my bank. 
Discover ignored clear evidence Discover denied my dispute as valid despite : multiple photos showing a shattered bottle visible pooling liquid inside the packaging destroyed inner and outer boxes merchant email acknowledging damage merchant email confirming inability to pursue claim merchant directing me to my bank Delivery confirmation does not prove the item was delivered intact. I did not receive what I paid for. 
This is not a return it is non-receipt of goods The bottle was completely destroyed out of the box. There was nothing to return, nothing to use, nothing to keep. 
I have NO product today. 
Yet I am forced to pay as if the product exists and is in usable condition. 
What I am requesting I am requesting CFPB assistance to require Discover to reopen this dispute. I am asking that the {$380.00} charge be refunded based on : photographic proof of destruction merchant admission of damage merchant refusal to process replacement safety necessity to dispose of packaging lack of usable merchandise I am prepared to upload all emails, photos, dispute records, and timeline evidence. 
No consumer should be billed for shattered merchandise the merchant has already admitted arrived damaged. 
Thank you, XXXX XXXX

Company response to consumer: Closed with explanation