Consumer complaint received 2024-11-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Can't stop withdrawals from your account
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
I'd like to preface this by saying I am an event decorator who gets a lot of my inventory from overseas in XXXX. If I'd like to place an order, I use XXXX as a form of communication since they do not communicate by email. I've used this company, XXXX, plenty of times in the past and have spent well over {$5000.00} on their products for my new business. For the most part their products are good for the price and other times they send me faulty products that are often missing parts ( i.e screws, large pieces, etc ). I always inform them about this if an issue occurs, to which they offer me a discount on my next order, refund me or just apologize. Fast forward to XX/XX/2024. I placed an order for 2 backdrop stands that were meant to be used for a wedding I had 3 weeks from the order date. This time around, I asked the company to take photos of the stands before they ship them out, to ensure that there would be no errors/malfunctions since some of my previous orders were faulty. This way we can rectify everything before they are sent out. They agreed to send photos of the stands prior to shipping, which I have documented in our XXXX conversation attached. Each file is saved in numerical order of how the conversation went. After getting their agreement over XXXX, I proceeded to place the order on their website in the amount of {$710.00}. Three days later, on XX/XX/XXXX, I get an email notification of a tracking ID & message saying that my order has been shipped out. I was appalled, especially because I had just asked them to take photos of the backdrop prior to shipping out the order. I reached out to them immediately about this. I asked them why they shipped the order without sending me photos to double check the items, to which they just apologized and said they forgot to. They instead sent me a photo of the item that was advertised on their website, not my specific order, but the product photo on their website. I advised them that the item will be sent back if it is faulty by any means. They understood this and said ok. On XX/XX/XXXX, the package was delivered. I opened it to discover only XXXX stand out of the XXXX that I ordered. I figured that maybe the second stand is still on the way so I waited a week since this is pretty common for large items that are sent in multiple shipments. Fast forward to XX/XX/XXXX when I finally reach out because at this point the event is only a few days away. I was so frustrated because not only did I ask them to send me photos to double check for quality issues, but now I am missing a whole second backdrop stand that was meant to be used for a wedding. I'd also like to mention that the wedding design required both stands to be used, otherwise it wouldn't work with just 1. I attached a screenshot of the design rendering for reference. It's like ordering a pair of shoes and only receiving 1 shoe. It's pretty much useless and you can't do anything with it. I brought this up to them and they just apologized for sending me 1 stand when I ordered 2. I asked them to send me the other one no later than Saturday, XX/XX/XXXX. They said sorry, they can't since its a " holiday '', along with a snarky smiling emoji as if this were some kind of joke. I then advised them to refund me because I can't use the stand at all. They refused and said that if I want a full refund then I have to send the product back. I said no problem, provide me with a pre-paid shipping label and I'll gladly send it back. They refused. They basically did not want to incur the shipping cost to send it back even though they were the ones at fault. I told them that I would be contacting my bank and filing a dispute for the full amount. I opened up a claim with Chase and it asked me to pick an option that best described my dispute, to which I selected " Never received the product '', because I never did in its entirety. I received half of a product that I can't even use. After a few weeks, XXXX XXXX Chase denied my dispute and did a chargeback reversal for the total amount of {$710.00} because the merchant provided evidence that the product was " delivered '' even though it wasn't the full product, only 1 of them that I couldn't even use. Their evidence was the shipping label, however the shipping label clearly shows the description as " DECORATIVE BRACKET IRON wedding decoration 1 PCS '', clearly displaying that it was only 1 piece. This can be viewed in my file attachments as well if you zoom in on the screenshot of the shipping label. I would like this matter resolved because it is incredibly frustrating when overseas companies take advantage of US customers and milk them for every penny. They know that they have nothing to lose because they're in XXXX and I am in the U.S. but it's just not right and my business should not have to suffer because of this. Not only did I receive a complaint on the wedding day with my client, but I am also out {$710.00}, all over XXXX 's fault.

Company response to consumer: Closed with explanation