DansDeals.com Forums

DansDeals Forum => Credit Cards => Topic started by: jdross on January 29, 2019, 09:35:54 PM

Title: How to handle a dispute I filed on a 25k charge?
Post by: jdross on January 29, 2019, 09:35:54 PM
Hello All,

Short story version is we ordered a custom kitchen for 25k and charged it on our Amex card. Thing gets delivered and its damaged as heck and terrible quality. Like serious defects in the workmanship. I called the merchant to try and get some help with this. First they asked for pictures, then they donít call me or return any calls or anything since the 14th of this month. I got fed up about 2 weeks ago and called Amex and put in a dispute for the full amount. The truth is after seeing the terrible quality we donít want this, we just want our money back and will get another kitchen.

To be perfectly honest, if someone ordered 25k worth of stuff from me and they called me with an issue I would show up at their doorstep the same day if I could. So Iíve also come to find out they have shit customer service which I also want no part of.

Finally, only today (16 days later) do I get a call from someone in customer service there asking to schedule an on site visit to inspect the cabinets. Also, it must be done TOMORROW as the guy coming has limited availability. My question is, do I let them come in and take a look around? I feel as though they will try and find ways to discredit my claim if I do. Iím sure they will also offer to repair whatever issues there are, which Iím not interested in at this point as they are so numerous and the quality so much lower than what we expected. Will this hurt me in my dispute in any way or am I required to let them come in?

Pictures are here: https://imgur.com/a/Raj7j84 (https://imgur.com/a/Raj7j84)

Thanks Guys
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: moko on January 30, 2019, 12:38:23 AM
Hello All,

Short story version is we ordered a custom kitchen for 25k and charged it on our Amex card. Thing gets delivered and its damaged as heck and terrible quality. Like serious defects in the workmanship. I called the merchant to try and get some help with this. First they asked for pictures, then they donít call me or return any calls or anything since the 14th of this month. I got fed up about 2 weeks ago and called Amex and put in a dispute for the full amount. The truth is after seeing the terrible quality we donít want this, we just want our money back and will get another kitchen.

To be perfectly honest, if someone ordered 25k worth of stuff from me and they called me with an issue I would show up at their doorstep the same day if I could. So Iíve also come to find out they have shit customer service which I also want no part of.

Finally, only today (16 days later) do I get a call from someone in customer service there asking to schedule an on site visit to inspect the cabinets. Also, it must be done TOMORROW as the guy coming has limited availability. My question is, do I let them come in and take a look around? I feel as though they will try and find ways to discredit my claim if I do. Iím sure they will also offer to repair whatever issues there are, which Iím not interested in at this point as they are so numerous and the quality so much lower than what we expected. Will this hurt me in my dispute in any way or am I required to let them come in?

Pictures are here: https://imgur.com/a/Raj7j84 (https://imgur.com/a/Raj7j84)

Thanks Guys
first thing I notice.....
25k for MDF  :o
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: jdross on January 30, 2019, 07:35:39 AM
That was part of the bait and switch...
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: joeb1 on January 30, 2019, 08:28:55 AM
holy cow tell them to take their garbage back
this is not worth 5k def not 25k
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: Sammy82 on January 30, 2019, 09:26:36 AM
Was the seller a local company or an online, fly-by, anonymous  website?
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: Moshe123 on January 30, 2019, 09:29:00 AM
That looks bad
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: hocker on January 30, 2019, 10:23:25 AM
WOW! good luck and thank G-d you used an amex.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: tzifanya54 on January 30, 2019, 10:31:51 AM
I would let them in. On this kind of value, the dispute will be taken seriously. If the merchant can prove that you were not willing to let him come and get it resolved, you may lose.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: Naftuli19 on January 30, 2019, 10:38:51 AM
I would let them in. On this kind of value, the dispute will be taken seriously. If the merchant can prove that you were not willing to let him come and get it resolved, you may lose.
+1 what are you to loose if you let them in? they might take it back ( which doesn't seem like it) even if you have to go the dispute route u have the pics to show Amex, and i have seen much much larger disputes with less reason going thru...Good Luck!
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: ADG on January 30, 2019, 10:53:43 AM
agreed
That looks bad
I would let them in. On this kind of value, the dispute will be taken seriously. If the merchant can prove that you were not willing to let him come and get it resolved, you may lose.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: jdross on January 30, 2019, 11:18:51 AM
Thanks guys. So actually I spoke to Amex and they told me not to coordinate with them and they would need to go through Amex now. So thatís what Iím gonna tell them.

In other news, the rep from the place contacted my today via email and is now trying to make it seem like I was the one who didnít contact them back in over 2 weeks. Iím gonna have to give them a sharp reply to that but how do I prove that to Amex? In the chain of emails I last have I send back info to them and then they say we will follow up with next steps but never did.

And for those asking, no this is not a fly by night. Itís a well established and well regarded place in central NJ. Not Lakewood either, itís far north of there, for those asking. I donít wanna reveal the name just yet because I donít want anything to be used against me but once this is finally resolved then I will.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: Naftuli19 on January 30, 2019, 12:02:47 PM
https://www.creditcards.com/credit-card-news/chargeback-dispute-lawsuit-merchant-can-sue.php

https://www.creditcards.com/credit-card-news/chargeback-dispute-charge-purchase.php
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: Naftuli19 on January 30, 2019, 12:04:28 PM
https://www.creditcards.com/credit-card-news/chargeback-dispute-lawsuit-merchant-can-sue.php

https://www.creditcards.com/credit-card-news/chargeback-dispute-charge-purchase.php
The counter top story looks pretty similar to yours
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: LoLo on January 30, 2019, 12:54:26 PM
Thanks guys. So actually I spoke to Amex and they told me not to coordinate with them and they would need to go through Amex now. So thatís what Iím gonna tell them.

In other news, the rep from the place contacted my today via email and is now trying to make it seem like I was the one who didnít contact them back in over 2 weeks. Iím gonna have to give them a sharp reply to that but how do I prove that to Amex? In the chain of emails I last have I send back info to them and then they say we will follow up with next steps but never did.

And for those asking, no this is not a fly by night. Itís a well established and well regarded place in central NJ. Not Lakewood either, itís far north of there, for those asking. I donít wanna reveal the name just yet because I donít want anything to be used against me but once this is finally resolved then I will.
Why bother replying? you have the email proof that they didn't follow up.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: jdross on January 30, 2019, 02:08:29 PM
Because @Naftuli19 is saying I can still get sued if I donít follow up and try and resolve.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: Naftuli19 on January 30, 2019, 02:13:08 PM
Because @Naftuli19 is saying I can still get sued if I donít follow up and try and resolve.
I didn't say that...
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: jdross on January 30, 2019, 03:20:05 PM
Why bother replying? you have the email proof that they didn't follow up.

@Naftuli19 What was the point of posting that story then? I assumed you were warning that even if you win, you can still lose?
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: Naftuli19 on January 30, 2019, 03:36:40 PM
@Naftuli19 What was the point of posting that story then? I assumed you were warning that even if you win, you can still lose?
not quite, my main point was that hes saying that the dispute with discover went thru fine and that he is "technically" right, now regarding the suing you have the evidence that the merchant didn't handle it fairly there for there should be no reason for them to sue you. he doesn't  write y they are going after him it could be that he never tried to work things out with the merchant which in your case you did try.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: jdross on January 30, 2019, 03:57:23 PM
Yes. I contacted them and they didn't reply back so I contacted Amex. Had they responded it would have been different. But they ARE trying to contact me directly now to figure things out, but Amex told me that it needs to go through them.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: mendy from lakewood on January 30, 2019, 04:58:16 PM
Honestly this looks like someone sold you a stock kitchen and tried to convince you itís worth 25k- I do real estate management and this looks like the kitchens that I put into my rentals that cost me 2-3k- good thing you noticed it!
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: shwarmabob on January 30, 2019, 05:15:19 PM
I would let them in. Otherwise, they can claim that you are the one who did not want to resolve the problem. Anyway, you will have to coordinate with them how to take back the stuff.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: LoLo on January 30, 2019, 05:27:46 PM
Anyway, you will have to coordinate with them how to take back the stuff.
Of course, through amex.. or after they issue the credit.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: davidrotts63 on January 30, 2019, 08:38:47 PM
@Lou Bob
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: Lou Bob on January 30, 2019, 08:50:24 PM
@Lou Bob
Yaya. Always use an amex. You're welcome.
Been my signature for many years now.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: Dave321 on January 30, 2019, 10:22:06 PM
Don't understand the question here. Tell them they have two options.
A. Install a 25k kitchen
B. Refund you

Otherwise full throttle with the dispute.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: S209 on January 31, 2019, 01:54:46 AM
Don't understand the question here. Tell them they have two options.
A. Install a 25k kitchen
B. Refund you

Otherwise full throttle with the dispute.
You canít dispute their charge if youíre not happy with the model, that you had agreed to. You can only dispute for this one because itís damaged.

The fact that they may have initially ripped you off has no bearing on the case, and youíre lucky it was damaged, so you should win the dispute. :)
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: Dan on January 31, 2019, 02:56:24 AM
Should be getting beautiful Amish made custom wood cabinetry for that price, not the junk you got.

Let em in and tell em to take it back.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: jdross on January 31, 2019, 05:16:42 AM
Should be getting beautiful Amish made custom wood cabinetry for that price, not the junk you got.

Let em in and tell em to take it back.

@Dan you think I should disregard Amexís advice then to coordinate it through them? Also it was ďcustomĒ can I just tell them to take it back like that?
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: gozalim on January 31, 2019, 10:47:52 AM
(based on experience with car rental damage disputes)

I suspect their priority is getting you resolved (and happy) with their charge/dispute, what happens outside that is not their problem
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: jdross on January 31, 2019, 11:36:27 AM
@gozalim you mean the merchant or Amex? I apologize but I didn't quite get what you were saying.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: gozalim on January 31, 2019, 02:13:55 PM
@gozalim you mean the merchant or Amex? I apologize but I didn't quite get what you were saying.
I was talking about amex
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: jdross on January 31, 2019, 07:35:26 PM
@gozalim got you. So are you saying amex only care about us and them and not the situation with the merchant. Iím not quite sure.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: jdross on February 05, 2019, 11:20:18 AM
Small update: So the company got in contact with me and told me they had already ordered replacements and are having them shipped out. I think they may be thick in the head. I told them very clearly I do not want to deal with you anymore and no one authorized this from my end. I also called up Amex and let them know this.

They're clearly trying to make this better, but they don't understand that we have lost trust, money and most crucially time.

What in the world do I tell these people?
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: mendy from lakewood on February 05, 2019, 12:45:59 PM
Small update: So the company got in contact with me and told me they had already ordered replacements and are having them shipped out. I think they may be thick in the head. I told them very clearly I do not want to deal with you anymore and no one authorized this from my end. I also called up Amex and let them know this.

They're clearly trying to make this better, but they don't understand that we have lost trust, money and most crucially time.

What in the world do I tell these people?
be straight up and tell them they sold you a stock kitchen for the price of a custom kitchen and you don't want it
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: mercaz1 on February 05, 2019, 04:41:47 PM
don't let them in your house when they come and refuse delivery
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: ludmila on February 05, 2019, 08:26:01 PM
don't let them in your house when they come and refuse delivery
+1
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: DealKiller on February 05, 2019, 09:45:51 PM
Did you sign any agreement when you placed your order? If so you better read it carefully. Custom orders usually can't be canceled.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: jdross on February 06, 2019, 10:36:24 AM
Did you sign any agreement when you placed your order? If so you better read it carefully. Custom orders usually can't be canceled.
Yes we did sign an agreement and it is a custom order. There is no denying that. However, we were under the impression that it would be of vastly greater quality than what we got. Custom or not, they basically sold us crap.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: DealKiller on February 06, 2019, 03:53:57 PM
Yes we did sign an agreement and it is a custom order. There is no denying that. However, we were under the impression that it would be of vastly greater quality than what we got. Custom or not, they basically sold us crap.
Know as "caveat emptor". I would strongly suggest you get competent legal advise on this.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: S209 on February 06, 2019, 10:53:21 PM
Know as "caveat emptor". I would strongly suggest you get competent legal advise on this.
Exactly my point upthread
You canít dispute their charge if youíre not happy with the model, that you had agreed to. You can only dispute for this one because itís damaged.

The fact that they may have initially ripped you off has no bearing on the case, and youíre lucky it was damaged, so you should win the dispute. :)
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: skyguy918 on February 06, 2019, 11:21:22 PM
Some of what's shown in the pics could definitely be considered damaged for what was ostensibly supposed to be a brand new kitchen. To be honest, it looks like it was all lightly used.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: DealKiller on February 07, 2019, 02:56:18 AM
Some of what's shown in the pics could definitely be considered damaged for what was ostensibly supposed to be a brand new kitchen. To be honest, it looks like it was all lightly used.
Don't put it past the supplier to claim it was damaged after the fact. Document everything you can.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: SamCan on February 07, 2019, 07:14:44 AM
When you dispute a charge on the basis of the quality of the item you received, Amex will require you to bring proof from a professional that your item is damaged. They generally wont just accept your word or your pictures.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: jdross on February 13, 2019, 02:17:03 PM
In case anyone cares about an update, here it is.

Amex basically gave me the middle finger. They said they follow the merchants' policy and since their policy is no refunds you cannot get any money back. The merchant provided them with the contract we signed for the cabinetry along with a letter outlining our communication and the fact that they ordered replacements for us (even though this was unauthorized and never requested by us.) Never mind that it was a bait and switch and what they sent was total junk and is now going to be replaced by even more junk, if they don't offer refunds, Amex will follow the policy of the merchant. I thought that was a dispute was made for.

From AMEX:
Quote
Please note that as mentioned in the letter, we as a credit card service provider cannot change merchant's policies. If merchant's contract state that the amount is not refundable, we would not be able to close the dispute in your favor.

Anywhere to go from here?
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: gingyguy on February 13, 2019, 02:19:21 PM
small claims court?
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: stooges44 on February 13, 2019, 02:29:17 PM
In case anyone cares about an update, here it is.

Amex basically gave me the middle finger. They said they follow the merchants' policy and since their policy is no refunds you cannot get any money back. The merchant provided them with the contract we signed for the cabinetry along with a letter outlining our communication and the fact that they ordered replacements for us (even though this was unauthorized and never requested by us.) Never mind that it was a bait and switch and what they sent was total junk and is now going to be replaced by even more junk, if they don't offer refunds, Amex will follow the policy of the merchant. I thought that was a dispute was made for.

From AMEX:
Anywhere to go from here?

Citi told me the same thing on a $500 dispute I had, they showed me copies of the signed receipt and said "look you signed for it..." and that was it.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: LoLo on February 13, 2019, 02:36:42 PM
Nuts.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: avromie7 on February 13, 2019, 02:46:57 PM
small claims court?
25k is too much for small claims court.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: gingyguy on February 13, 2019, 02:57:33 PM
25k is too much for small claims court.
in that case big claims court. but that night not be worth it after legal fees
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: bermo on February 13, 2019, 02:58:55 PM
In case anyone cares about an update, here it is.

Amex basically gave me the middle finger. They said they follow the merchants' policy and since their policy is no refunds you cannot get any money back. The merchant provided them with the contract we signed for the cabinetry along with a letter outlining our communication and the fact that they ordered replacements for us (even though this was unauthorized and never requested by us.) Never mind that it was a bait and switch and what they sent was total junk and is now going to be replaced by even more junk, if they don't offer refunds, Amex will follow the policy of the merchant. I thought that was a dispute was made for.

From AMEX:
Anywhere to go from here?
Is it clear to Amex that you ordered a custom kitchen and they didn't give you that...
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: ludmila on February 13, 2019, 03:25:09 PM
25k is too much for small claims court.
You are right, did not think about the amount. I feel bad for the OP, this is not right , Amex should have done better, even if he did sign, this is a defective product.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: chinagel on February 13, 2019, 03:27:42 PM

Anywhere to go from here?
You can still call up Amex and explain that you were not asking for a refund but that you didn't get what you paid for. They should be able to reopen the claim.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: Naftuli19 on February 13, 2019, 03:32:03 PM
You can still call up Amex and explain that you were not asking for a refund but that you didn't get what you paid for. They should be able to reopen the claim.
There are disputing companies that can get it done but they charge around 30% ...
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: chinagel on February 13, 2019, 03:33:35 PM
There are disputing companies that can get it done but they charge around 30% ...
No need for that
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: Naftuli19 on February 13, 2019, 03:35:35 PM
No need for that
I agree its definitely a last last resort option.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: Toasted on February 13, 2019, 03:39:34 PM
Curious as to how you got sucked into using this kitchen company. No references/reviews/reputation?
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: isrealsuits on February 13, 2019, 04:21:00 PM
Omg! There are so many options to fight Amex . For starters climb up the ladder by Amex  attorney general, the consumer protection of banks etc.
Don't take no for a answer!
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: shapsam on February 13, 2019, 08:50:13 PM
You can still call up Amex and explain that you were not asking for a refund but that you didn't get what you paid for. They should be able to reopen the claim.
+1
A two minute phone call to explain that "I DID NOT RECEIVE GOODS/MERCHANDISE AS STATED AND I HAVE PROOF" should reopen the case.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: jdross on February 13, 2019, 09:52:01 PM
The place is offering to replace with new items though. How do I handle that? As I mentioned they ordered a replacement order which I did not authorize them to.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: as2 on February 13, 2019, 10:12:06 PM
The place is offering to replace with new items though. How do I handle that? As I mentioned they ordered a replacement order which I did not authorize them to.
They have no proof that you agreed to that, so it was done out of their own stupidity. You got a damaged product, and you want a refund, that's all that matters.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: ludmila on February 13, 2019, 10:36:57 PM
Omg! There are so many options to fight Amex . For starters climb up the ladder by Amex  attorney general, the consumer protection of banks etc.
Don't take no for a answer!
CFPB .
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: DealKiller on February 13, 2019, 11:02:24 PM
Everyone means well with their advice but they are letting emotions cloud their judgement.
Did you sign any agreement when you placed your order? If so you better read it carefully. Custom orders usually can't be canceled.
Know as "caveat emptor". I would strongly suggest you get competent legal advise on this.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: AJK on February 13, 2019, 11:08:12 PM
Nonsense.

Buying custom, even if agreement purports to say transaction can't be cancelled, does not therefore allow vendor to deliver a flaming bag of dog poop to your front door and then claim, "ha! contract says no give backsies! caveat shmemptor!"

Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: myi on February 14, 2019, 12:24:16 AM
Nonsense.

Buying custom, even if agreement purports to say transaction can't be cancelled, does not therefore allow vendor to deliver a flaming bag of dog poop to your front door and then claim, "ha! contract says no give backsies! caveat shmemptor!"
Caveat emptor, shmemptor

Well said!
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: gingyguy on February 14, 2019, 10:36:18 AM
Nonsense.

Buying custom, even if agreement purports to say transaction can't be cancelled, does not therefore allow vendor to deliver a flaming bag of dog poop to your front door and then claim, "ha! contract says no give backsies! caveat shmemptor!"
does this count as competent legal advice? ;D
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: DealKiller on March 04, 2019, 10:45:42 PM
Any update on this after all the great legal advice given?
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: Alexsei on March 05, 2019, 09:25:16 AM
Any update on this after all the great legal advice given?
I wonder how the current situation with the PSA will affect his
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: Yehuda25 on March 07, 2019, 09:38:36 PM
OP if loses dispute again should prob pay a company to deal with it, seems like they know how to win this stuff...
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: Naftuli19 on March 07, 2019, 09:40:47 PM
OP if loses dispute again should prob pay a company to deal with it, seems like they know how to win this stuff...
They charge alot ... but definitely better than nothing
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: DealKiller on March 13, 2019, 04:50:38 PM
OP if loses dispute again should prob pay a company to deal with it, seems like they know how to win this stuff...
Why drag Amex into this? They have nothing to do with it.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: Alexsei on August 01, 2019, 07:45:06 AM
Any update?
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: jdross on August 12, 2019, 03:22:46 PM
Short update.

Basically I got diddly squat from Amex. They assigned my case to some specialist in dispute resolution. She gathered all the evidence I had again and then took my story down again, then she did the same with the merchant. She then proceeded to set up some joint phone calls in which we all spoke, in turn, about what was going on and why I believed I should get a refund, and why they didn't etc. etc.

Anyway, on the call the person from the merchant agreed to give me $500 back. I was not LIVID; it was pennies compared to what I paid--but I maintained my composure on the call. Again, she agreed verbally, on a recording to give me $500 back. The Amex rep then told me to sit tight and let's see what would happen meanwhile, while she processed all of this and got some more people involved. It seemed as though the merchant started to budge so we might be able to finally get them to agree to give me my money back.

3 weeks later, when no refund or anything was processed, she called me to follow up and said it was odd and set up another call. This time the merchant rep told her that she DID NOT agree to $500, but she agreed to give UP TO $500 pending manager approval--AND the manager DID NOT approve. This was a complete and total lie from A to Z. The Amex rep called bullshit on her and told her "well listen I can go back and play the recording I know exactly what you said, don't try to deceive me."

The whole time throughout this process I kept pointing out how these people are DISHONEST but they know how to mask it very well and FINALLY the Amex rep saw what I was saying when they couldn't get out of their lie. I was thrilled and thought that wow I might actually get my money back now. The Amex rep was going to escalate this one level to see what they could do.

Fast forward to last week. The Amex rep calls me back and says, listen I know they are dishonest, and so we will credit you back the $500 as a good will gesture for being an Amex cardholder for over 20 years. This was a good will gesture on the part of Amex and the merchant would not be giving anything back. I was very confused and told her wait a minute, what about the whole rest of the amount, you can clearly see how this place was lying the whole time. Her answer was, we would like to give you more of a refund but unfortunately we cannot go against a merchant's refund policy and since she verbally committed to the $500 then that is what we can give you, all the rest I suggest you go to court. I tried hard to explain to my manager the situation but we are bound by the terms of the sale between you and the merchant.

So that's it. Meanwhile I approached two attorneys and told me that in order to litigate this, it would cost well in excess of $10K, so yeah thats not happening.

If anyone has any ideas, please let me know. I went and left the place a bad yelp review and the merchant contacted me about it and was pretty mad and said you have no right to leave a negative review. I hung up in their face.


Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: Yehuda25 on August 12, 2019, 04:21:10 PM
Wow. There are those that specialize in disputes... Though they normally charge around 30% of what they recover, plus a few k retainer.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: grodnoking on August 12, 2019, 04:45:16 PM
Post the merchant here and they will have a one star rating in no time.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: as2 on August 12, 2019, 05:02:21 PM
Post the merchant here and they will have a one star rating in no time.
+1
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: jdross on August 12, 2019, 05:49:16 PM
Wow. There are those that specialize in disputes... Though they normally charge around 30% of what they recover, plus a few k retainer.

Any links/phone numbers?
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: jdross on August 12, 2019, 05:49:37 PM
Post the merchant here and they will have a one star rating in no time.

FWIW, https://gotokitchenexpo.com/
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: as2 on August 12, 2019, 06:00:07 PM
FWIW, https://gotokitchenexpo.com/
Which of the 3 locations was it?
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: Alexsei on August 12, 2019, 06:10:39 PM
FWIW, https://gotokitchenexpo.com/
Jewish owned?
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: AussieMan on August 12, 2019, 09:47:23 PM
They have some nice testimonials
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: Kvending on August 12, 2019, 09:56:15 PM
Wow. There are those that specialize in disputes... Though they normally charge around 30% of what they recover, plus a few k retainer.

A little of topic. Do you know anyone who specializes in responding to PayPal shutting down someone's account. A friend of mine did a $16,000 transaction on PayPal and the next day they permanently banned him.

Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: as2 on August 12, 2019, 10:26:31 PM
A little of topic. Do you know anyone who specializes in responding to PayPal shutting down someone's account. A friend of mine did a $16,000 transaction on PayPal and the next day they permanently banned him.
Open a new account? I've done large PayPal payments, and never had an issue.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: jdross on August 13, 2019, 12:18:53 AM
Which of the 3 locations was it?

Edison was the main one although we were asked to visit the showroom in Fairfield I believe in order to see some stuff there. So itís just them all around but Edison is the main one.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: jdross on August 13, 2019, 12:19:09 AM
Jewish owned?

No
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: jdross on August 13, 2019, 12:19:26 AM
They have some nice testimonials

Sarcasm?
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: Eliyohu on August 13, 2019, 09:56:22 AM
Short update.

Basically I got diddly squat from Amex. They assigned my case to some specialist in dispute resolution. She gathered all the evidence I had again and then took my story down again, then she did the same with the merchant. She then proceeded to set up some joint phone calls in which we all spoke, in turn, about what was going on and why I believed I should get a refund, and why they didn't etc. etc.

Anyway, on the call the person from the merchant agreed to give me $500 back. I was not LIVID; it was pennies compared to what I paid--but I maintained my composure on the call. Again, she agreed verbally, on a recording to give me $500 back. The Amex rep then told me to sit tight and let's see what would happen meanwhile, while she processed all of this and got some more people involved. It seemed as though the merchant started to budge so we might be able to finally get them to agree to give me my money back.

3 weeks later, when no refund or anything was processed, she called me to follow up and said it was odd and set up another call. This time the merchant rep told her that she DID NOT agree to $500, but she agreed to give UP TO $500 pending manager approval--AND the manager DID NOT approve. This was a complete and total lie from A to Z. The Amex rep called bullshit on her and told her "well listen I can go back and play the recording I know exactly what you said, don't try to deceive me."

The whole time throughout this process I kept pointing out how these people are DISHONEST but they know how to mask it very well and FINALLY the Amex rep saw what I was saying when they couldn't get out of their lie. I was thrilled and thought that wow I might actually get my money back now. The Amex rep was going to escalate this one level to see what they could do.

Fast forward to last week. The Amex rep calls me back and says, listen I know they are dishonest, and so we will credit you back the $500 as a good will gesture for being an Amex cardholder for over 20 years. This was a good will gesture on the part of Amex and the merchant would not be giving anything back. I was very confused and told her wait a minute, what about the whole rest of the amount, you can clearly see how this place was lying the whole time. Her answer was, we would like to give you more of a refund but unfortunately we cannot go against a merchant's refund policy and since she verbally committed to the $500 then that is what we can give you, all the rest I suggest you go to court. I tried hard to explain to my manager the situation but we are bound by the terms of the sale between you and the merchant.

So that's it. Meanwhile I approached two attorneys and told me that in order to litigate this, it would cost well in excess of $10K, so yeah thats not happening.

If anyone has any ideas, please let me know. I went and left the place a bad yelp review and the merchant contacted me about it and was pretty mad and said you have no right to leave a negative review. I hung up in their face.
Tried BBB?
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: SearchGuy on August 13, 2019, 10:20:56 AM
Short update.

Basically I got diddly squat from Amex. They assigned my case to some specialist in dispute resolution. She gathered all the evidence I had again and then took my story down again, then she did the same with the merchant. She then proceeded to set up some joint phone calls in which we all spoke, in turn, about what was going on and why I believed I should get a refund, and why they didn't etc. etc.

Anyway, on the call the person from the merchant agreed to give me $500 back. I was not LIVID; it was pennies compared to what I paid--but I maintained my composure on the call. Again, she agreed verbally, on a recording to give me $500 back. The Amex rep then told me to sit tight and let's see what would happen meanwhile, while she processed all of this and got some more people involved. It seemed as though the merchant started to budge so we might be able to finally get them to agree to give me my money back.

3 weeks later, when no refund or anything was processed, she called me to follow up and said it was odd and set up another call. This time the merchant rep told her that she DID NOT agree to $500, but she agreed to give UP TO $500 pending manager approval--AND the manager DID NOT approve. This was a complete and total lie from A to Z. The Amex rep called bullshit on her and told her "well listen I can go back and play the recording I know exactly what you said, don't try to deceive me."

The whole time throughout this process I kept pointing out how these people are DISHONEST but they know how to mask it very well and FINALLY the Amex rep saw what I was saying when they couldn't get out of their lie. I was thrilled and thought that wow I might actually get my money back now. The Amex rep was going to escalate this one level to see what they could do.

Fast forward to last week. The Amex rep calls me back and says, listen I know they are dishonest, and so we will credit you back the $500 as a good will gesture for being an Amex cardholder for over 20 years. This was a good will gesture on the part of Amex and the merchant would not be giving anything back. I was very confused and told her wait a minute, what about the whole rest of the amount, you can clearly see how this place was lying the whole time. Her answer was, we would like to give you more of a refund but unfortunately we cannot go against a merchant's refund policy and since she verbally committed to the $500 then that is what we can give you, all the rest I suggest you go to court. I tried hard to explain to my manager the situation but we are bound by the terms of the sale between you and the merchant.

So that's it. Meanwhile I approached two attorneys and told me that in order to litigate this, it would cost well in excess of $10K, so yeah thats not happening.

If anyone has any ideas, please let me know. I went and left the place a bad yelp review and the merchant contacted me about it and was pretty mad and said you have no right to leave a negative review. I hung up in their face.
Why didn't you upload all your pictures there????
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: Joel on August 13, 2019, 05:45:17 PM
Why didn't you upload all your pictures there????
+1 Google review as well.
Title: Re: How to handle a dispute I filed on a 25k charge?
Post by: pointer on January 17, 2020, 02:24:04 PM
Any update to this horror story?