Complain about a product or service

American Express

Merchant Complaints

American Express • AmEx Blue • Platinum Card • Centurion Bank • Corporate Card --- • Account reviews • Collection policies • Declined charges • Disputed charges • Fraud • "Free card" offers • Gift cards • Incorrect charges • Merchant complaints • Payment posting • Rewards programs • Theft of identity • Unauthorized charges

Chris of Cleveland (4/19/04):
I work for a company that sells computer systems. A customer used the system for 1 year before returning it to us, it does not have all the cables, manuals, and drivers. It is not in a usable condition at all, it has excessive wear and tear. It is not worth any money in its current condition. Basically customer has used it and returned and got all his money back. He used this system for free and our company was out all that money, pretty much just giving him the laptop for free.

American express refuses to cooperate with us, making claims that they did not receive all necessary paperwork from us. We submitted all the papers they asked us for on time, they probably lost it or misplaced it. They do not want to reopen the case, talking to any of the managers does not help. Again, the system that was returned to us was abused by a customer and has zero value. All we ask for is to reopen the case and use common sense in resolving this issue.

The computer system is useless and we cannot resell it, so it's lost money. The customer basically used the system for free. Our company policies try to protect us from customers like this, but American Express will not listen.

Pamel of Miami (12/1/03):
I was never notified, and I found out during our bank reconcilations that American express adapted a new change where the merchant does not receive a credit for the discount fee if the consumer returned the item. This became effective September 1st as I found out today.

This policy is unethical and unfair to the merchant as now the merchant has lost the discount fee for an item that was returned. This item now is less profitable than the rest of the merchandise. This is unfair to the consumer as well as they will possibly face penalties for returning items purchased with Amex. Therefore the consumer will not have a choice and be forced to pay cash or visa/mastercard. I feel that it is similar to not be refunded the sales tax for the return of merchandise.

American Express already has the highest discount rate but they want more!

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