Gotta love Amex for their Dispute resolutions

CreditCuriosity · ‎08-24-2018

Another reason to love Amex... Ordered a fairly cheap clock for kitchen a few weeks ago from houzz and got shipping confirmation etc and delivery date, but it was just that a label made up and nothing else.. Shipping date missed and went to delivery as pending as item was never picked up or dropped off to FedEx... Anyways chatted and also submitted a thing asking for refund chat said they would call the vendor and blammed it on them vs. themselves to take responsibility and said it would be credited, never saw credit or order cancelled as they stated.. Emailed them and gave a day or two and no reply.. So did a Charge Back / Dispute with Amex and on the second day they took my side.. Took a whole 3 mins on there site to dispute charge as item never being delivered. Gotta love them taking the customers side. BTW never order from houzz if you want your item just google them I did after I didnt get my item in a timely or promised manner to read many same cases. Seriosuly creating "fake" shipping label to make apperance of item being shipped and never shipped then blaming the vendor then not cancelling the order when asked... This is why CC's are awesome especailly AMEX in this case as they saw my merit and the mercant as not fulfulling their end of the deal

stories.

Cred4All · ‎08-24-2018

I've called in twice now to Amex for random questions / needs and am very pleased with the treatment I've received thus far, they answer almost instantaneously as well. I think they may feed the rep's Disney Magic Pills at the beginning of the shift. Glad your dispute was rapid and affective!

fuzzle · ‎08-24-2018

Doesn't mean much since if the retailer fights it the charge will go back on your card just as quickly.

CGeorge · ‎08-24-2018

I have been an American Express member since 1982 (for 36 years). I have had disputes, some which were subscriptions which I should have never started in the first place, and which I actually could have been more timely in cancelling. However, in all of those years - American Express ALWAYS sided with me - and I received almost immediate credit. No, they did not just allow the retailer to add it back, ever. They are on the side of the member. They and Discover have outstanding, excellent customer service - they are head and shoulders above all others.

Anonymous · ‎08-24-2018

@fuzzle wrote:
Doesn't mean much since if the retailer fights it the charge will go back on your card just as quickly.

It won't with American Express

CreditCuriosity · ‎08-24-2018

@fuzzle wrote:
Doesn't mean much since if the retailer fights it the charge will go back on your card just as quickly.

Nope not true especially have tracking package never been delivered and Amex actually is a consumers advocate not a companies advocate in most cases.. If they dispute it is fraud as I certainly didn't get the item, would love them to try

CreditCuriosity · ‎08-24-2018

@Anonymous wrote:
@fuzzle wrote:
Doesn't mean much since if the retailer fights it the charge will go back on your card just as quickly.
It won't with American Express

Bingo amex doesn't play that game. Possibly another reason some small shops don't take Amex as they will get stuck with the charge-back most likely in a dispute

jl4 · ‎08-24-2018

@CreditCuriosity wrote:
@Anonymous wrote:
@fuzzle wrote:
Doesn't mean much since if the retailer fights it the charge will go back on your card just as quickly.
It won't with American Express
Bingo amex doesn't play that game. Possibly another reason some small shops don't take Amex as they will get stuck with the charge-back most likely in a dispute

I'll counter some of this given that I've been in a position that involved handling chargebacks. When we get the super rare amex chargeback and we're successful in the dispute, I can't imagine Amex eats the money. When I dispute something and we win–say for example because the customer didn't want to email or call and decided to play the passive-agressive card–it's very clear that Amex is returning the money to us they snagged temporarily.

EQ8: 779 (Inq: 1) | TU8: 771 (Inq: 0) | EX8: 763 (Inq: 4)
Total Rev: $182,500

CreditCuriosity · ‎08-25-2018

@jl4 wrote:
@CreditCuriosity wrote:
@Anonymous wrote:
@fuzzle wrote:
Doesn't mean much since if the retailer fights it the charge will go back on your card just as quickly.
It won't with American Express
Bingo amex doesn't play that game. Possibly another reason some small shops don't take Amex as they will get stuck with the charge-back most likely in a dispute
I'll counter some of this given that I've been in a position that involved handling chargebacks. When we get the super rare amex chargeback and we're successful in the dispute, I can't imagine Amex eats the money. When I dispute something and we win–say for example because the customer didn't want to email or call and decided to play the passive-agressive card–it's very clear that Amex is returning the money to us they snagged temporarily.

This might be true with the scenario you described although that majority of AMEX card holders probably have valid claims like myself where the merchant/vendor was clearly in the wrong. In my case I have tons of documentation from both email from the seller in this case houzz, chat logs, tracking info etc that proves the vendor to be in the wrong. Sure the sellers/merchant/establishment will win some as should win some if the consumer is taking a shortcut or doing other unethical things possibly. I am not going to let the vendor take their sweat time and credit me when it is convenient and possible get the product 30 days past when it was promised. Pretty cut and dry to me. I would venture to guess as well certain vendors have less than ideal track records and have multiple disputes meaning 100's if not 1000's against them and Amex I would assume has a DB of said vendors and knows habits of certain one whether they are straight and narrow or practice bad business practices which helps decide the dispute a bit quickrer. Just speculation on the bad list, but makes sense. Also if a vendor usually smaller shops has emough charge-backs and violate their agreement with Amex there is certainly have the possibility of losing their Amex Merchant account, etc. in this case with a bigger company it is unlikely, with a smaller company more probable if they have a pattern of violations.

Anonymous · ‎08-25-2018

@CreditCuriosity wrote:
Bingo amex doesn't play that game. Possibly another reason some small shops don't take Amex as they will get stuck with the charge-back most likely in a dispute

It's not just small shops. I work sales/tech support for a large online retailer.

AMEX can be used as a payment method on our sales side.

AMEX cannot be used on our service side; probably because of the easy dispute process. If a customer gets their product back and it "doesn't work" they'd be more likely to dispute than even contact us and troubleshoot the issue