I purchased a pretty expensive bracelet with my Amex Platinum. The bracelet arrived with a defective lock mechanism and when we shipped it back to the store to replace it they said they fixed it but they didn't and they couldn't replace it because it had minor scratches.

I believe we received the bracelet in such condition, my wife even recorded a video of the bracelet after she received it.

What is my best options in this case to get this returned or get my money back? I opened a dispute with Amex (they are still working on it). Amex also recommended to open a purchase protection claim but I think it doesn't apply to products that arrived defective.

What else could I do? Cartier has pretty bad reviews about their products online and I found a few other cases when people had a similar issue to ours.