While joined a tour to China last year, at E Mei Shan, I bought a pair of "Pi-Xiu" on 9/12."Pi-Xiu" is a wild animal in China and has been treated as a symbol for good luck. E Mei Shan is a religious place famous for buddhist meditation practice. I bought the pair that have been blessed by the Buddhist Master, according to the sales person. Since the items are very heavy and I have a long way to travel for this particular tour, I requested to have the items be shipped to my home at USA. The sales person promised to have them packed really welled and charged me shipping fee for it. I paid the whole transaction with my British Airways credit card. Couple days later, the merchant from E Mei Fo Jiao Culture Exchange Center called my tour-guide and said that they didn't charge me enough for the shipping and negotiated to have the items shipped to Shanghai, my next destination. I agreed. I got the package when our tour group checked into the hotel. To remain the integrity of the merchant's professional packaging (I assumed so), I didn't open up the package when I got it and hand-carried it for the remaining of the the trip; I open it up when I got home at California. Once I open it up, my touch of the wrapped item told me it's damaged. The pair were individually wrapped. I open one and saw the cracked stone falling apart. I called the credit card company right away to dispute the charge. My dispute was honored. Dawn M. Scranton, Financial Service Advisor from Chase Cardmember Service, advised me to shipped the damaged item to the merchant and I did. I took some pictures of the damaged item before shipping vis USPS. I faxed my shipping records and the pictures of the damaged item to Chase Dispute Dept. For their record keeping. I was told that my dispute was properly processed and credit was granted to my account. However, after a few month, I saw the charge was back to my statement. I called the credit card company and was told that the merchant denied that they've got my return. With my shipping record, my track# showed that the item has been delivered to the merchant on 1/5. I faxed the tracking history to Chase Dispute Dept. And followed up on my dispute. I was told that I'm in a good position for the dispute. To my surprise, couple weeks ago, I got a letter from Denise Sawyer, Quality Customer Care of Cardmember Service for Chase Bank, saying that "The information supplies states that the item was sent to the merchant however no signature is provided to show that the merchant did in fact accept the item. Unfortunately, we are not able to prove that the merchant has received the item back to their location. Therefore we must consider the charge valid."
Using a credit card should provide me protection if the charged item was damaged after shipped to me. I don't understand why Chase didn't try to protect me but hold me responsible for items I don't have on hand, especially after I've been providing all evidence showing the items were damaged and returned to the merchant. I don't think it's fair. I called Denis Sawyer three times after receiving her letter and got no chance to talk to her. I left a message to have her call me back each time I called; so far, have not heard from her.
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