A test for American Express

American Express forum. Talk about AmEx credit cards like Blue, Gold, Platinum, Centurion, and more.
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DoingHomework
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A test for American Express

Postby DoingHomework » Wed May 23, 2012 3:14 pm

I recently bought something online from a small but well known company. The item was very technical. I provided the company with very detailed specifications for what I needed it for along with precise dimensions so so forth. They told me specifically which item to buy and I did.

When the item arrived it was completely wrong. It was the right part number but was not even close to what I told them I needed. They are now trying to give me the runaround. They apparently used a separate company to process the charge and a third company to fulfill the order. Now they are telling me it is my problem to deal with these other companies to figure out whether I get a refund.

Fat chance. I just contacted AMEX to get them to handle it (I have a platinum card which comes with no-questions-asked return of anything).

This is not a case of fraud. I have no reason to think the company intentionally did anything wrong. I think they just made a mistake. But their ineptness in dealing with their error is likely going to cost them a lot of hassle in dealing with AMEX and in paying higher fees on future transactions if they do this more than once every couple of years, which, if this is the way they operate, I'm sure they do.

Anyway, we'll see how quickly AMEX deals with this. I have never had to use their return process before.


CFE Sleuth
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Postby CFE Sleuth » Wed May 23, 2012 3:33 pm

I'd be surprised if you didn't see it show up within 48 hours in your account. Please keep us looped in on the outcome.
[size=80]Amex Platinum
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Capital One Cash Rewards[/size]

DoingHomework
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Postby DoingHomework » Wed May 23, 2012 4:07 pm

CFE Sleuth wrote:I'd be surprised if you didn't see it show up within 48 hours in your account. Please keep us looped in on the outcome.

D@mn! You're right! They are already on it!

FutureBillionaire
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Postby FutureBillionaire » Wed May 23, 2012 6:27 pm

I bought an IPAD through apple online. I paid with my AMEX gold. The delivery date for the ipad is later than what I need since it is a gift for my sister. Apple is supposedly trying to return it to their warehouse before it gets to me. I wonder how long Amex will take to refund my money. Apple said over the phone that it takes Amex a long time to issue refunds.
Gas: Discover It, Penfed Platinum Rewards x2, Chase freedom, Citi TYP
Plane tickets: CSP
Groceries: AMEX BCP, Penfed Platinum Rewards,Citi TYP
Clothes: Express, Amex BCP, Discover IT
Amazon: Citi Forward, Cash +
Restaurants: Citi Forward, Chase Freedom, Discover IT, CSP
Hotels and other travel: Discover Escape, CSP
Movies: BofA travel rewards visa signature(fandango), Discover IT, Citi Forward, Freedom
Bars, clubs, tomfoolery: CSP, Citi Forward, Discover IT, Freedom
Balance transfers: Kroger 123 rewards
Bill Pay: Chase Ink Plus, Citi Forward
Everyday spending: Bofa Accelerated cash rewards amex, Discover Escape

CFE Sleuth
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Postby CFE Sleuth » Wed May 23, 2012 8:23 pm

FutureBillionaire wrote:I bought an IPAD through apple online. I paid with my AMEX gold. The delivery date for the ipad is later than what I need since it is a gift for my sister. Apple is supposedly trying to return it to their warehouse before it gets to me. I wonder how long Amex will take to refund my money. Apple said over the phone that it takes Amex a long time to issue refunds.


If I'm understanding your post correctly, apple is trying to return the ipad prior to you receiving it, and if they're able to do that, they will issue a refund. Doesn't sound to me like you're waiting on amex to issue the refund, but rather apple, so your situation sounds different from his. Again this is assuming that I'm understanding your post correctly.
[size=80]Amex Platinum

Amex Starwood Preferred Guests

Amex Blue Cash Everyday

Discover Cashback Bonus

Capital One Cash Rewards[/size]

FutureBillionaire
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Postby FutureBillionaire » Wed May 23, 2012 8:50 pm

Yeah, but they stated that Apple will refund the money quickly but Amex takes a while to post it to my account. It might be baloney. Who knows.
Gas: Discover It, Penfed Platinum Rewards x2, Chase freedom, Citi TYP
Plane tickets: CSP
Groceries: AMEX BCP, Penfed Platinum Rewards,Citi TYP
Clothes: Express, Amex BCP, Discover IT
Amazon: Citi Forward, Cash +
Restaurants: Citi Forward, Chase Freedom, Discover IT, CSP
Hotels and other travel: Discover Escape, CSP
Movies: BofA travel rewards visa signature(fandango), Discover IT, Citi Forward, Freedom
Bars, clubs, tomfoolery: CSP, Citi Forward, Discover IT, Freedom
Balance transfers: Kroger 123 rewards
Bill Pay: Chase Ink Plus, Citi Forward
Everyday spending: Bofa Accelerated cash rewards amex, Discover Escape

agp
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Postby agp » Wed May 23, 2012 8:54 pm

FutureBillionaire wrote:I bought an IPAD through apple online. I paid with my AMEX gold. The delivery date for the ipad is later than what I need since it is a gift for my sister. Apple is supposedly trying to return it to their warehouse before it gets to me. I wonder how long Amex will take to refund my money. Apple said over the phone that it takes Amex a long time to issue refunds.


I'm lost... You want a refund because Apple's estimated deliver date is before the actual deliver date?

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For gas: Penfed Platinum Cash Rewards
For travel & dining: Chase Sapphire Preferred

DoingHomework
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Postby DoingHomework » Tue Jun 19, 2012 8:17 pm

Just a follow up. AMEX responded very quickly to my original "dispute," within a couple of hours. I continued to try to get the company to pay attention. They told me "No" and said the issue was closed. Meanwhile AMEX had stopped the payment to them.

About 2 weeks later, in early June I got a call from the company asking why there was a chargeback. I basically told them that they sent the wrong item and that I wanted a full refund including shipping (which AMEX had already refunded anyway). The person (who actually had a brain) asked me why I didn't contact their customer service people first. I asked her which of the 16 emails from CS refusing to help she wished to see. She said she would take care of it. I told her that I now had both the item and all my money. I said I'd send the item back but they have to pay.

So now yesterday she called and asked me to send the item back. She emailed me an RMA to ship it back free. I suspect that she challenged the chargeback over those two weeks and probably lost. She did not say. But the latest call was all about doing whatever I wanted and moving on.

AMEX was fantastic in dealing with this. The company not so much. The idiots in customer service might think they did the right thing. But as a merchant I know that the chargeback will cost the company 1/4 to 1/2% for every transaction on AMEX over the next 6 months or so. It's not a huge company but their stupidity over a $50 item will cost them thousands in extra merchant fees I'm sure.

I suspect that visa, mastercard, and others would have done pretty much the same thing. But I am very impressed with AMEX's no questions asked support and dealing with this so promptly.

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FastSRT8
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Postby FastSRT8 » Tue Jun 19, 2012 10:21 pm

Awesome good to see amex power at work
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