Consumer complaint received 2025-08-12 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: IL

Complaint narrative:
This is in regards to dispute cases Case XXXX and case XXXX Edit : I am adding correspondence from the shipping company and the manufacturer. The manufacturer confirmed that they actually wrap all of the pieces of the bed in XXXX XXXX  XXXX. To put that into perspective, XXXX  wrap ( XXXX  wrap ) is XXXX micrometers. The plastic wrapped around all the pieces is XXXX times thicker than saran wrap. That's why the pieces maintained their shape until the plastic was removed. I also reached out to the claims department for delivery company. They confirm receiving no claim for this, which is odd for the reasons pointed out in their email, and they also confirm that the " pending inspection '' added on the XXXX and signed by the drivers modifies anything signed on the XXXX. Anything else signed on the XXXX is secondary to the pending inspection. Furthermore, while looking at the evidence that Mohd sent, they sent a document of the terms and conditions that were signed. Those were not signed by me ; that's not my signature, it doesn't look my name or signature and in fact has some sort of official looking stamp which leads me to believe that this was signed and stamped internally. I never purchased the item through their website. I purchased it via email. I received a quote via email, agreed to the quote, and was then sent a payment link to pay on a separate website. At no point during the transaction did I use their mohd.it site to make the purchase, nor did I agree to any terms and conditions. Nevertheless, i still followed the terms and conditions. 
On XX/XX/year> I purchased a bed, XXXX XXXX XXXX XXXX XXXX, from XXXX. 
It was delivered on XX/XX/year> by XXXX freight. They brought the item upstairs to my apartment, but because there were so many pieces and they were all wrapped in plastic and they were in a hurry, I asked them to write pending inspection on the bill of landing and they did and the driver signed it, in other words acceptance of the delivery we as pending further inspection. When I did unwrap the pieces, it became clear that 3 of the main pieces, the headboard, and the two sides of the bed had severe internal damage. Some support or wood must have broken inside during shipping and or delivery, and the plastic wrapped around it was supporting it until it was removed and the defects became apparent.

I emailed Mohd the very next morning on the 12th letting them know of the issues and sharing pictures. I heard nothing from them by the XXXX of XXXX, so I called them left a message and they finally replied to my email. At this time I let them know that I do not want a replacement and would like to return the item because it would take too long for a replacement. They started doing their investigations and what not and seemed to be very apologetic and wanting to help, but at the end of the day they refused to take responsibility. They said that their insurance and the courier wouldt take responsibility. I can not speak for their insurance, but I was able to to contact the courier by phone, and they confirmed that they werent able to take responsibility because it took XXXX too long to contact them about the damage to file a claim. They said usually a claim has to be filed within XXXX hours but sometimes within 7 days, and they said that XXXX didnt even bring this to their attention until about two weeks after delivery. I notified Mohd immediately about the damage, and they werent checking their emails and missed out on the window to file a claim. This is their problem, not mine. I did everything I was supposed to and tried to work with them, but in the end we could not arrive at a fair resolution. They tried to say that somehow I damaged the items, but the items are EXACTLY where they were delivered in the photos. The only difference is the thick/supportive plastic wrap was gone and no longer supporting the pieces. It is deceiving in the photos, but the plastic wrap was very thick, and the way the delivery folks placed the the items either on the floor or vertical on the bookshelf made any damage not visible. 
XXXX alleges that I didn't follow their terms and conditions by stating any specific reserve for control on the bill of landing, which is not terminlogy used in shipping in the XXXX. 
Nevertheless, that terminology is only meant ot be used on the XXXX for visible, external damage. This was not visible or external, this was internal damage to the majority of the bad, broken wood likely, and I let them know as soon as I realized the issue. I let them know within XXXX hours of delivery. I followed all the proper procedures. It is XXXX who waited too long to acknowledge the damage, which is why the courier denied their claim. 
XXXX XXXX : XXXX XXXX XXXX : XXXX At the same time, on separate portion of the website, it just asks customers to kindly write something akin to " items accepted pending further inspection. '' I had the delivery write " pending inspection '' on both my copy, and his, and he signed both copies. In addition, the following to pages of the PDF contain evidence provided by the merchant. One seems to be a button I would have clicked on to agree to make the purchae and the seems to be some terms in conditions in XXXX. I never bought the item on their website so I never clicked any such link. And is clearly obvious, i never signed that second document, that's something internal that they signed and stamped before export.

Company response to consumer: Closed with explanation