Consumer complaint received 2023-04-28
Company: TD BANK US HOLDING COMPANY
State: NY
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Nordstrom XXXX XXXX XXXX XXXX CO XXXX Re : Order XXXX XXXXXXXX Account ending in XXXX On XX/XX/2023, I purchased XXXX shoe items XXXX XXXX and item XXXX  XXXX. On XX/XX/2023, I received item XXXX XXXXXXXX ( {$1000.00} ), however, item XXXX XXXXXXXX ( {$1200.00} ) was delayed. On XX/XX/2023 I realized I had not received the item, I called Nordstrom to inquire about the status of item XXXX XXXXXXXX and was told and shown thru email that the item XXXX XXXXXXXX was informed the package was delivered in an open area to the public, and left in front of the door. I understand the item was delivered as said and left in front of the door however, I dont live in the hallway and not home to accept the package and specified that item XXXX XXXX was never received. 

Upon making the purchase, it was discussed with the retail sales representative XXXX XXXX sales person, Designer shoes @ Nordstrom XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX XXXX ext XXXX to make a note for delivery to leave the item with the XXXX, not in front of the door because item are being stolen. This is a building and theyre no cameras on the floors and no security. After going back and forth with Nordstrom customer services on several occasion via phone, I asked why wasnt the item left with XXXX as requested by myself the day of purchase. Customer service states the drivers are allowed to use their judgement on how and where to leave the package. It was also said that the first delivery was left at the door and accepted. Unfortunately, the day of the first packaged that was delivered my husband XXXX XXXX XXXX was home to find the package in the hallway in front of the door however, on the second delivery there was no one home to accept the package and upon my arrival from work the package was never found in the hallway in front of the door as said. My husband and I leave home for work at XXXX and return by XXXX every night, that is why specifics are made. 

The insult ; I was told the item ( XXXX XXXXXXXX ) to be removed can not be honored because its an expensive item, however, both items ( XXXX XXXXXXXX ) are expensive. I would like address by the insult I make purchase for expensive items all the time, I shop at stores such as XXXX XXXX, XXXX XXXX, XXXX, XXXX XXXX, XXXX, XXXX etc. To me this is an insult, accusing me of keeping such item and refusing to pay ( unacceptable ). My fico score is currently XXXX. I was raised to respect credit as a young girl, Im now XXXX old. 

Soley, due to the negligence of the delivery, and Nordstrom ignoring the request to leave package with XXXX on the day of purchase, and the request for signature also the poster of XXXX, XXXX XXXXXXXX, USPS, and XXXX on the wall upon entering the building which also specifies to leave with XXXX, because items are being stolen was ignored, Ive have made several attempts to resolve this issue since XX/XX/2023, this is an ongoing dispute. I had my lawyer file a complaint to help resolve this issue, I made several calls to Nordstrom with no resolution. I will continue to work towards having this issue resolved as a respectful citizen and a value customer. I have shopped with Nordstrom for over 20yrs. What happened to respecting value customers, this is not respectful it is disrespectful. I understand the store does not want to take the loss however, I dont understand how Nordstrom would expect me to pay for an Item I did not receive. 

Thank You XXXX XXXX, Certified Mediator XXXX XXXXXXXX, Certified Chaplain XXXX XXXXXXXX

Company response to consumer: Closed with explanation