Consumer complaint received 2017-11-17
Company: Bread Financial Holdings, Inc.
State: MD
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:
On Tuesday, XXXX XXXX, XXXX, I was approved for credit by XXXX XXXX Bank to purchase a XXXX of XXXX diamond ring from XXXX XXXX XXXX XXXX XXXX enclosed inside a XXXX XXXX ring from XXXX XXXX in XXXX for $ XXXX. I didnt want to carry the item around with me while shopping and touring the island so XXXX XXXX XXXX XXXX agreed to carry the merchandise back to the ship and give it to me later that evening. I didnt receive the ring from her until the evening of Wednesday, XXXX XXXX, XXXX. 
I took the merchandise back to XXXX in XXXX on Thursday, XXXX XXXX, XXXX, and explained to the manager** there that I wanted to exchange the ring for another style for no more than what I had purchased or even below the purchased amount. I also explained that if we could not come to an agreement of exchange that I would return the ring back to that store with the understanding that I was not being accommodated. At that point he nodded his head in agreement. I proceeded to look at several rings and I was shown other rings. Finally, I picked out a band and was shown several diamonds ( which were only XXXX of XXXX even though I asked to see other diamonds with less facets ) that could be mounted on the band that he thought would complement it. However, I kept getting quotes exceeding the limit the price of the ring ( one amount totalling {$14000.00} ). I also reminded him and the saleswoman who was working with him that I was approved for financing for 18 months. As a final ploy to get me to pay additional monies in exchange for the one I had, the manager offered to extend my zero interest credit from 18 months to 24 months and wanted me to pay {$9300.00} for a XXXX of XXXX diamond to be mounted on the {$2400.00} 14 karat band that I picked out ( a totaling almost {$12000.00} ). He left for a few  minutes and came back only to tell me that he couldnt stretch the payments out to 24 months. Again, I told him that this would not work for me. Then XXXX XXXX XXXX, approached me to ask me Would you like me to talk with the manager? I may have more clout and can push harder for the extension for 24 months financing. My reply to her was basically, if you had that kind of pull you should have helped me out way before then. Whose side was she now on? From where I was sitting it didnt seem like it was on mine. At that moment, I told him I was returning the ring to him & XXXX XXXX because I didnt see a resolution. He proceeded to tell me that he could not accept the ring. WHAT DO YOU MEAN YOU CANT ACCEPT THE MERCHANDISE BACK? Only at that moment was I told that because of International Laws, he could not accept the ring back because it was purchased in XXXX and that I would have to take it back to XXXX or contact their New York Office. So, they would ONLY accept the ring back IF I exchanged the ring for another one. But, if I was returning the ring they could not take it back because of rules? Mind you, I am on a cruise ship and can not ask the captain of the ship to go back to XXXX so I -only I- can return this ring back to XXXX XXXX XXXX store. As a customer, I was appalled. All this time you were pushing for me to pay more money. I felt like I was being punished for returning ( or exchanging ) the ring by having to pay more money beyond what I could afford. 

XXXX XXXX XXXX Monday, XXXX XXXX, XXXX. For nearly two hours prior reaching XXXX I, and close to 100 cruisers, listened to the Carnivals Shopping Expert** talk about all the good things about diamonds and XXXX XXXX ; how to buy a diamond ; what a fabulous discount we would get by attending her seminar as well as being there to assist with our purchases because of her relationship with XXXX XXXX. I felt abandoned in the end. In the XXXX store, I told the Carnivals Shopping Expert that she left out some very important information to Carnivals loyal customers : Return policies on XXXX XXXX to mention one. So, I implore XXXX to incorporate these kinds of matters in your presentations to your customers. 

I was informed the hard way. It is not my intention to disrespect anyone. As a consumer, I wanted to return the merchandise. XXXX says they will only give me a store credit. I still have to pay the full amount. So we my question is : As a credit card banking company, does n't the bank have a responsibility to the consumer to allow them, not the 4rd party, to get in an item for refund within a reasonable period of time? At this point, XXXX is requiring that I work with them only, not the bank who approved the line of credit. 


XXXX The store did not have an official Grading Report to accompany the ring I purchased. I was told that one would be mailed to me. 

XXXX Names of these individuals have been withheld until needed.

Company response to consumer: Closed with explanation