Consumer complaint received 2025-03-04 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: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
On XX/XX/XXXX I went to a clothing boutique and purchased a XXXX outfit. As a tourist with no access to internet I was unable to check on the price of the outfit. The associate that helped me with sizing and fitting assure me there is a 14 day refund policy from the day of purchase. ( Also listed on the store website ) I paid for the outfit with my Chase credit card and a receipt was issued. 

When I went back to my hotel with access to the internet, I checked on the price and realized I paid overprice for the suit. The same evening I messaged the associate that was helping me with the outfit on a platform ( XXXX ). She offered to exchange it with another suit that I showed interest in at the store, but the fitment was too big. I denied the exchange and told her I will come back in the morning for a refund. After a moment of silence, she replied back saying " my boss denied your request for a refund. '' I knew from that second on I was lied to, they did not honor the 14 day refund/return policy. 

The next morning XX/XX/XXXX, I shipped the outfit back to the merchant via certified mail. My flight back to XXXX from XXXX is XX/XX/XXXX. On XX/XX/XXXX the merchant emailed me stating they denied my refund because they do not see a reason why I would refund it because I tried it on, I liked it and I paid for it. They even gave me 8 days to pick up the outfit before they charge me storage fee. I called my credit card JP Morgan Chase to open a dispute. I told the representative what happened and supplied all documents such as, receipt, certified mail receipt, live tracking showing merchant received the outfit back, along with my flight itinerary. I also screenshot of the merchant 's website stating clearly return policy within 14 days on date of purchase. 

A dispute was formed and I was given a 14 day time period to allow merchant to respond. As told my Chase representative if the merchant do not reply within this 14 days, the dispute will close on my favor. 14 days passed and the merchant failed to respond. I thought it was over with. 1 week after the dispute was closed, the merchant replied with reasonings on why the item can not be refund. Merchant stated the item was worn with a scent of perfume. The threads on sleeve and skirt are damaged. It item returned back was not in " perfect condition '' as sold to me. Chase reverse the dispute in favor of the merchant without giving me an opportunity to counter. The outfit was never worn outside the store. It was worn inside the store in the fitting room before I purchase it. Item was never in perfect condition for it is an used item.

When I called Chase to appeal the decision, Chase representative said I failed to prove that the item was sent back to the merchant. I already provided documents that item was sent back. And merchant even stated that they received the item back on XX/XX/XXXX. So this should not be an issue. Upon explaining, the representative reopen my dispute and said reason for dispute to reverse was XXXX will not take my photos and videos as evidence that the item was not damaged. I then explained to the representative that the item was USED. The merchant store is a secondhand used store. Everything they sell in the store is used. The item I purchased was XXXX runway XXXX outfit. It's XXXX XXXX XXXX. It can not be in " perfect condition '' as merchant stated. Then representative said the receipt did not say it was used. It also did not say it was new. The store is a secondhand store selling used items. It's self explanatory. Therefore, I was denied on the dispute. I am currently liable for the amount spent of the outfit which was {$4100.00} and I do not have the outfit in my possession.

Company response to consumer: Closed with explanation