Apologies up front as this went way longer than I had anticipated. So skip the TL/DR to get the short version.

The long version:

I ordered a custom, laser engraved map of the Biloxi Bay for my dad in November of 2023 from a company online called Sportsman's Connection. They looked reputable, had been in business for years and had many positive reviews on their maps.

They had a long list on their site of locations you could choose from, Biloxi Bay being one of them so it did not appear to me to be a custom request, but they did say that custom maps would take longer to produce and one should expect longer delivery times. Something along the lines of 60-90 days. The order was linked to an account I had created on their website. After a month or so, zero correspondence had occurred since the initial order confirmation email. The status of the order from my online account was "Awaiting Fulfillment." They had an internal messaging system that was directly linked to your order that they recommended you to use for any questions regarding your order. I sent a message looking for an update on my order status. No reply was given. I also sent an email from my personal email account to the email addresses provided on their website. No responses. Phone calls also went unanswered, though I did leave voicemails with my call back info.

I received an email update on January 26. 2024 advising me that my order had updated from "Awaiting Fulfillment" to "In Production." After waiting another month or so with no change, I sent several more inquires regarding status updates to no avail. I gave the order approximately 90 days from the "In Production" update to account for the custom map delay, since the company does not tell you which maps they already have molds for and which would have to be custom designed. So by May I was pretty pissed and ready to cancel my order.

I figured I'd try calling one last time and to my surprise, the call was answered by a customer service representative. At this point, he indicated that the company had been bombarded with orders around the holiday season which created a backlog of orders. This was a small, family owned company, he said, who was understaffed for the swell of orders they received. He assured me that my order was in the works and that this was the first order for the Biloxi Bay so the custom mold was likely delaying my order more than those of pre-existing molds. My order should be completed in another month or maybe even 2 and he thanked me for being so patient.

This is where I now feel like a sucker because I figured since I had waited this long, another month or so is not a big deal, especially since I had now received this direct feedback from the merchant confirming my order status. Of course, this wasn't written feedback, so I have no evidence of this update to delivery date. So by the end of July with no further updates from the merchant I finally decided I had had enough and was going to cancel the order and request a refund. Upon trying to access my account, the website is down: scmaps.com

They also do not answer or return calls (again). After doing a quick Google search, I am in good company of people who have been screwed over with the exact same story. Over 200 reports to the Better Business Bureau from people who ordered in the same time frame as me.

So this brings me to my current predicament, which is dealing with Capital One regarding a charge back on my Visa card. Capital One has denied my dispute indicating that too much time has elapsed since my order date. According to Cap 1 customer service, I had 90 days from the initial charge date to file a charge back dispute. I have explained to them that this was a custom online order, in which the delivery date was only estimated at the time of order, not firm, and that it was projected to be several months AFTER the order was moved to "In production", not from the order date, and that this delivery date would put me already beyond the 90 days of the initial order date for disputing. Of course, I am speaking to Indian customer support who offers nothing except their rehearsed lines about 90 days from the date of the charge. They have requested all info/evidence I have to support my claims, which is the two updates I received regarding the initial order and the second update that showed it "in production." Since the website is down, I cannot access internal message I sent, nor can I provide the phone call in which the delivery date was postponed by the merchant.

I have read online that you can request a chargeback up to 120 days from the expected delivery date but the Cap 1 customer service is telling me that is incorrect and that it is only 90 days from the order date. I have already been denied via online letter once from Cap 1 on this matter with no explanation other than too much time has elapsed since the initial charge to file a dispute.

Is anyone familiar with this? Do I have any other recourse? My current plan is to file this again with Capital One but the only avenue they offer is to send information via an online portal they provide and they will then send an approval/denial response via my app statements.

This is all I can find on Cap 1's site regarding the timeline:
To file a dispute digitally, you need to file the dispute within 90 days of the transaction date. If 90 days have passed, you can still file a dispute by calling the number on the back of your card.

The bolded is how I filed my complaint and yet I was denied for elapsed time. When I called today for clarification, I was told you only have 90 days from the date of the initial charge, but it clearly says if 90 days have passed, you can still report by phone. So my attempts to get clarification are stonewalled by customer service reps that are giving me contradictory information.

Short Version:
I ordered a custom map online in Nov 2023. Customer protracted delivery date, never sent item, and is now off the grid. Capital One Visa is denying my request for a charge back due to elapsed time from initial order. Online research indicated you have up to 120 days from expected delivery date. Cap 1 Indian lady is telling me 90 days from initial charge, no exceptions and no one else I can speak to. Do I have a legitimate claim for a dispute at this point or am I SOL due to the elapsed time from the order? Is the time frame really only 90 days from initial order date or is it 120 days (or 90 days) from the expected delivery date?

I have opened a new document portal in which I am going to resubmit the same information that I have already been denied on. Expecting the same result with no explanation.