Author Topic: How to handle a dispute I filed on a 25k charge?  (Read 3816 times)

Offline jdross

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Re: How to handle a dispute I filed on a 25k charge?
« Reply #30 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.

Offline gozalim

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Re: How to handle a dispute I filed on a 25k charge?
« Reply #31 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

Offline jdross

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Re: How to handle a dispute I filed on a 25k charge?
« Reply #32 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.

Offline jdross

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Re: How to handle a dispute I filed on a 25k charge?
« Reply #33 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?

Offline mendy from lakewood

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Re: How to handle a dispute I filed on a 25k charge?
« Reply #34 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
"Respect is earned, Honesty is appreciated, Trust is gained, Loyalty is returned"

Offline mercaz1

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Re: How to handle a dispute I filed on a 25k charge?
« Reply #35 on: February 05, 2019, 04:41:47 PM »
don't let them in your house when they come and refuse delivery

Offline ludmila

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Re: How to handle a dispute I filed on a 25k charge?
« Reply #36 on: February 05, 2019, 08:26:01 PM »
don't let them in your house when they come and refuse delivery
+1
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Offline DealKiller

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Re: How to handle a dispute I filed on a 25k charge?
« Reply #37 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.

Offline jdross

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Re: How to handle a dispute I filed on a 25k charge?
« Reply #38 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.

Offline DealKiller

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Re: How to handle a dispute I filed on a 25k charge?
« Reply #39 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.

Offline S209

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Re: How to handle a dispute I filed on a 25k charge?
« Reply #40 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. :)
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Offline skyguy918

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Re: How to handle a dispute I filed on a 25k charge?
« Reply #41 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.

Offline DealKiller

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Re: How to handle a dispute I filed on a 25k charge?
« Reply #42 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.

Offline SamCan

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Re: How to handle a dispute I filed on a 25k charge?
« Reply #43 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.

Offline jdross

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Re: How to handle a dispute I filed on a 25k charge?
« Reply #44 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?