Consumer complaint received 2026-04-10 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: CA

Complaint narrative:
I am writing in regards to a charge dispute with American Express and XXXX XXXX XXXX in the amount of {$14000.00}. This letter is intended to summarize the details of the case and my efforts in resolving this matter. I purchased XXXX XXXX XXXXXXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX in XXXX XXXX in the amount of {$14000.00} ( {$13000.00} + tax and shipping ) on XX/XX/2026 from XXXX XXXX XXXX with order reference number XXXX. They were delivered on XX/XX/2026. Per XXXX XXXX XXXX return policy, they were returnable within 30 days of delivery. I received the earrings and sent the item back in good faith on XX/XX/2026 using the XXXX XXXX XXXX Returns Form via their partner shipping company, XXXX, with tracking number XXXX. The items were sent back in the exact condition that I had received them ( i.e. unworn, intact, and in saleable condition. ) I received email confirmation from XXXX XXXX XXXX that the item was received by them on XX/XX/2026, with an expected 7-10 days of processing the return. After this, I did not receive any correspondence from XXXX XXXX XXXX whatsoever regarding my return, so I called the company on XX/XX/2026 ( at the end of the 7-10 days processing window ), and they indicated that the item did not meet their return policy. The representative I spoke with did not have any additional information as to why the item did not meet their return policy. The item was sent back to me without signature delivery via XXXX tracking number XXXX and delivered to my front door on XX/XX/2026. I was out of town and returned to my residence on XX/XX/2026 and immediately opened the package. Enclosed was a letter indicating that the item was not in saleable condition, but did not specify why. XXXX rejected my return, claiming the item was no in saleable condition, and returned the earrings to me without ever contacting me to discuss the return or give me an opportunity to respond. Upon receiving the earrings back, I found that a screw-on earring post had loosened, almost certainly during transit or during inspection of the item. I was able to re-secure it immediately with no tools and no repair. I have enclosed photos of the item with the posts intact. This is not damage caused by the customer and does not render the item unsaleable. XXXX made a unilateral decision to reject the return based on a condition that was minor, transit-related, and immediately reversible. XXXX XXXX XXXX rejection of this return was not justified. It is possible that I was sold a defective item, the post could have dislodged in transit back to XXXX XXXX XXXX, or the post dislodged when the XXXX XXXX XXXX representative was handling the item. A loosened screw-on post that reattaches with no tools and no repair is not automatically a defect caused by the customer and does not constitute damage, wear, or misuse, and does not render the item unsaleable under any reasonable standard. I called American Express on XX/XX/2026 to open a dispute and provided a full account of the facts. I have uploaded 30 photos to the American Express portal showing that the items are in perfect saleable condition, with both earring posts intact and screwed in to both earrings. Importantly, I received a phone call from an American Express representative on XX/XX/2026 in which the agent reviewing the photos also agreed with me that the items are in perfect condition. This directly contradicts XXXX XXXX XXXX stated reasons for rejecting the return. I also want to note that when I previously spoke with an American Express representative regarding this matter, they themselves expressed concern about XXXX return process in light of the XXXX XXXX XXXX XXXX bankruptcy filing in XX/XX/2026, suggesting awareness within Amex that XXXX may be improperly denying returns to preserve cash during restructuring. Despite this, American Express denied my dispute and informed me that I am required to pay the charge. I believe this outcome is unjust and that American Express failed to adequately investigate my dispute or apply appropriate consumer protections under the Fair Credit Billing Act.

Company response to consumer: Closed with explanation