Amex Credit Card Complaint

Amex Credit card department,

Transaction issue Texas

I purchased some stools online from - using my American Express - - -. My card comes with Return Protection from American Express. When I received the stools, I attempted to assemble them, but I determined that I did not wish to assemble them. I was unable to return them to - due to the weight and the awkwardness of the box. I contacted American Express and filed a claim for Return Protection. I spoke with a representative on the phone and faxed the claim paperwork to American Express. Not only has Amex provided extremely subpar customer service ( multiple emails asking for the same claim documentation and requesting that I call multiple times ), I was then told my claim was denied for the items not being in like new condition. I explained that the items are in like new condition and I can prove it. I was then told to call back AGAIN. It is an endless cycle of poor service to avoid paying any claims. I would like my claim approved. I am willing to mail the stools to American Express for their review. Also- when I opened this account I was offered - bonus points if I spent $ 5k in the first 90 days. After I applied, I received another offer for - bonus points, addressed to me. When I asked them to honor this, they refused and told me to cancel my card and reapply. After I receive my bonus points on this card, I will be ending my relationship.