I am in a battle with Canada Goose over a chargeback I did via Amex Plat. I had ordered a Canada Goose Jacket worth $2k and the size they sent was wrong than what I had ordered.

I returned the item back to them and got an email that I’ll be notified with 3 days about my return and refund. I tried contacting Canada Goose via their chat and the representatives kept telling me that the return is under review and that they’ve escalated the matter and someone will call me within 24-48 hours which never happened and 3 weeks go by.

I was eventually told that they refused the return stating I had used the product and that they’ve photographic proof of food stains. I explained to them that the item was in my possession sat and sun cuz I couldn’t return and returned it Monday morning and that I didn’t need to use it in 80 degree weather.

Eventually I decided to file a chargeback with Canada Goose and so I provided all the chats etc to Amex and then the merchant provided their side of the story and when Amex showed me their internal communication they had, the Canada Goose reps initially said it was used (which is why they refused the return initially) after I saw their internal communication one of the reps went to an extreme length saying that the return item could be a counterfeit and a fraud attempt. To which I am extremely upset about and Amex went with them initially but I reopened the case and submitted about 79 pages of documentation including chats I had with the merchant where they said they’re investigating this but their internal communication that they shared with Amex shows they had reached the conclusion way before that and were intentionally keeping me in the dark. So I pointed that out as well in my follow up write up to Amex and also stated if the item I returned wasn’t an original item then why would the Merchant not refuse the return solely on those basis alone.

I’ve documented everything to the point where I feel like it should be an open and shut case for Amex but Amex said they have send my concerns to the merchant now.

Does anyone have any advice for me and or any success story or any good information where I can use it to further solidify my stance. Thanks in advance.