American Express Grants Customer Bogus Dispute - Allows Customer To Keep Goods Free

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American Express Grants Customer Bogus Dispute - Allows Customer To Keep Goods Free

Postby Ubilly » Wed Jun 11, 2014 2:42 pm

Last month I had a customer order two pieces of custom made furniture. With a clear listing and refund policy available, as well as multiple emails that provide the customer was on board with the products being made SPECIFICALLY for them, they were able to dispute charges and keep the items. The total charge disputed and refunded to the client by American Express totaled $1,700. My company will no longer be accepting American Express cards so long as nothing is done to retrieve these items or the payment.

I am shocked how pathetic American Express has treated this case. Their customer service reps are too incompetent to even look into the case via the phone. I have tried multiple times and failed to contact someone who would even define why I lost the dispute and how they can ensure my goods would be returned.

My client is now in hiding and will not return my calls or emails. Who allows someone to walk away with $1,700 in merch??? I guess American Express does. MERCHANTS BE AWARE.

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Postby benhollberg » Wed Jun 11, 2014 9:53 pm

I once ordered something online that was supposed to ship 2 months out. Those two months then became three, and I asked for a refund because I no longer needed that item. The merchant said that they would not refund and it would ship when available, so I called AMEX to dispute since the order was not fulfilled during the time stated. AMEX sided in my favor, I received the money back from AMEX. Around two months after that the item was finally delivered, I didn't even need it anymore, I didn't even expect it to come.

So this has happened before, not sure how the merchant saw it on their end and I never heard anything from them about it. Also, this was about $80 of merchandise so it wasn't close to the some value as yours.
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Postby PowerMan572 » Thu Jun 12, 2014 12:25 am

Sorry to hear about your experience with Amex. I personally love them as a consumer, but that would be very frustrating if I were in your shoes! I guess if I were you, I would probably take them to small claims court. Make sure you have EVERYTHING documented. Most times the company will just settle then and give you the money.

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Postby FastSRT8 » Thu Jun 12, 2014 12:40 am

Sorry to hear. I would appeal this in a rational and calm manner. I'm sure if you explain the situation clearly a mutually beneficial solution can be reached.
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Postby MemberSince99 » Thu Jun 12, 2014 5:38 am

Normally I say there are two sides to every story. But the fact that the customer here disputed the whole thing without trying to work with the merchant tells me they are a shyster who was just trying to screw a hard working business owner. And we all know that is despicable.

OP - consider filing a suit against the customer in small claims court if you can't get Amex to take another go at this. It sounds like you could well have a case and they would be more impartial. Amex does tend to side with the customer. As a customer I appreciate the security of this, because I only dispute if I've clearly been wronged, which has happened less than 5 times over the last several years with many thousands of transactions. But I do understand your perspective and it sounds like this guy just wanted to rip you off and used Amex to try to do that. So please do consider filing in small claims, assuming of course that they are local to you. If not, then for that amount I'm not sure it's worth it to a small business to file an actual suit against them and in that case you might want to consult an attorney.

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Postby cashnocredit » Fri Jun 13, 2014 5:55 pm

I've never had to dispute a purchase charge because of defective or incorrect goods but the opposite. I had a charge of around 4k that was approved in store but the merchant didn't file it with the CC issuer. I kept waiting for it to appear on my statement and finally had to call the merchant and have them run it again. Mostly my concern was that it would pop up and decrease my available credit when I wasn't expecting it.

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Postby Stone » Sat Jun 14, 2014 9:12 am

Amex does not treat its customer right! I was cheated to appy the card, promised 70k points if I spent $4,000 in three months, guess what, I spent $120k in last three months, never saw my points. Called the customer service, they told me my card did not come with points! I was very angry and upset, wrote a letter to the ceo, but still no response. I just refunded my $160,000 charge on my card, will charge it to Bank of America business card since Amex does take care of its customers.

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Postby MemberSince 79 » Fri Jun 27, 2014 6:49 pm

My experience differs. I had a $1500 charge on my card at a local big box home supply store. After 2 months back and forth with the store, even with them admitting they screwed up, I gave up and Amex took care of it.

The store was wrong, knew they were wrong, admitted they were wrong, and didn't care. I will be with Amex forever.
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