Author Topic: How to handle a dispute I filed on a 25k charge?  (Read 3776 times)

Offline jdross

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How to handle a dispute I filed on a 25k charge?
« 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

Thanks Guys

Online moko

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Re: How to handle a dispute I filed on a 25k charge?
« Reply #1 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

Thanks Guys
first thing I notice.....
25k for MDF  :o

Offline jdross

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Re: How to handle a dispute I filed on a 25k charge?
« Reply #2 on: January 30, 2019, 07:35:39 AM »
That was part of the bait and switch...

Offline joeb1

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Re: How to handle a dispute I filed on a 25k charge?
« Reply #3 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

Offline Sammy82

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Re: How to handle a dispute I filed on a 25k charge?
« Reply #4 on: January 30, 2019, 09:26:36 AM »
Was the seller a local company or an online, fly-by, anonymous  website?

Offline Moshe123

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Re: How to handle a dispute I filed on a 25k charge?
« Reply #5 on: January 30, 2019, 09:29:00 AM »
That looks bad

Offline hocker

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Re: How to handle a dispute I filed on a 25k charge?
« Reply #6 on: January 30, 2019, 10:23:25 AM »
WOW! good luck and thank G-d you used an amex.
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Offline tzifanya54

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Re: How to handle a dispute I filed on a 25k charge?
« Reply #7 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.

Offline Naftuli19

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Re: How to handle a dispute I filed on a 25k charge?
« Reply #8 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!

Offline ADG

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Re: How to handle a dispute I filed on a 25k charge?
« Reply #9 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.

Offline jdross

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Re: How to handle a dispute I filed on a 25k charge?
« Reply #10 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.

Offline Naftuli19

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Offline Naftuli19

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Offline LoLo

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Re: How to handle a dispute I filed on a 25k charge?
« Reply #13 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.

Offline jdross

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Re: How to handle a dispute I filed on a 25k charge?
« Reply #14 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.