Consumer complaint received 2024-08-01 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: KS

Complaint narrative:
On XX/XX/year>, I purchased XXXX items on order from XXXX XXXX for a total purchase price of {$200.00}. As a clothing consumer, I only shop from places with a generous return policy and whose items can be easily exchanged if I need to, since gauging if clothing items will fit or not is somewhat difficult to achieve online, as many brands differ from one another in terms of sizing. Because of XXXXXXXX XXXX  partnership with Redo, I felt comfortable purchasing items with the need to exchange and/or return them if need be, and in fact I have purchased items several times before from this merchant without any problems. Regarding this specific order at XXXX XXXX, when I tried on the items from this order and they did not fit, I requested a return as I have done previously. However, in a break from my previous experiences with their customer service, I was denied a return request, with the reason given that the items were final sale. I, as a practice, do not purchase items on final sale except for two circumstances : XXXX ) it is a copy of something else I have already purchased ( i.e. I have a pair of Brand X pants in brown and want to get a second pair of Brand X pants in black ), or 2 ) the item is an accessory ( i.e. purse, socks, scarf, etc. ) and I dont need to be concerned ahead of time about a particular fit. The four items that I purchased in were all clothing items. None of them were advertised as final sale. Nothing on the merchants website concerning this promotion mentioned that any items purchased would be final sale. I have not been allowed to return my items the merchant due to their insistence that I had purchased items that were unreturnable, when in fact I had done my due diligence to make sure that I had : XXXX ) No items were flagged as final sale and unreturnable in my order confirmation from the merchant. Items should be clearly marked and bolded in red " Final Sale, '' based on my past experiences with the website. In this case, there were no markings. XXXX ) No items were flagged as final sale and unreturnable in my package delivery update. Items should be clearly marked and bolded in red " Final Sale, '' based on my past experiences with the website. In this case, there were no markings. XXXX ) No items were flagged as final sale and unreturnable in my delivery email notification. Items should be clearly marked and bolded in red " Final Sale, '' based on my past experiences with the website. In this case, there were no markings. XXXX ) Finally, the advertisement for this particular promotion from XXXX XXXX itself made no mention of any items being unreturnable, save for items ending in {$0.00} or clearly marked final sale ( notated and bolded in red ). In this case, there were no markings. In good faith, I attempted to explain the situation to the customer representative at XXXX XXXX on XX/XX/year>. She, however, refused to allow me to return my items, insisting the items I purchased were final sale when they were not. She insisted that this was in the terms and conditions, but when I went to look up the terms and conditions, I could not find the terms and conditions page clearly marked on their website. The merchant is appearing to change their conditions on a whim, and as the consumer, I had no indication that the items I purchased would later be deemed unreturnable. I am disturbed by this blatant experience of false advertising on the part of the merchant to suit their own needs. Furthermore, as I previously stated, this was not my first order and I have not had until this order any bad luck returning items that did not fit. In fact, XXXX XXXX 's customer service was more than helpful on a previous occasion in returning an item that was bought as regular inventory and in the period of time between my placing the order and it being delivered, had somehow been marked as final sale. Why this happens is confusing, but the burden of this issue is something the merchant needs to resolve, not the customer. In conclusion, I am requested that I be credited for the {$200.00} from the XX/XX/year> purchase from XXXX XXXX, on the grounds that the merchandise was not accurately represented, and the merchant refuses my request to return the items for a refund, which should be allowed per their return policy due to the way they were represented in this matter. Thank you for your attention to this case, and please do not hesitate to reach out if you have further questions.

Company response to consumer: Closed with explanation