Consumer complaint received 2021-09-09
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
Dear Gentlepeople, We purchased a " WORRY NO MORE 7 YEAR FURNITURE PROTECTION PLAN '' from Macy 's for the protection of a five piece-electronic leather reclining sectional, which included three ( 3 ) electrical reclining sectional chairs under XXXX XXXX XXXX. 

We submitted a claim which was finally approved on XX/XX/2021 for a {$2700.00} " allowance '' to be used towards the purchase of new furniture at Macy 's. 

In the meantime, while we waited over four ( 4 ) months for a response to our claim, we advised Macy 's that we had another problem with one of the sectionals, but because our initial claim was on pending status, we were not allowed to submit another repair claim, resulting in an endless, egregious and vicious cycle of non-responsiveness. 

We immediately responded on XX/XX/2021, clearly detailing the issues surrounding the sectionals and advised that out of the three ( 3 ) electric, reclining sectionals, only one ( 1 ) of them actually reclined at this point. 

As stated in their warranty, we are entitled to either, ( a ) the current retail cost of a replacement product of like kind and quality, or ( b ) the retail purchase price WE paid for the original covered product. 

As there are multiples pieces involved which are no longer working and Macy 's was unable to repair the items, as they are no longer available, and of three electrical reclining sectionals, ONLY ONE of them works, we asked for the retail cost to replace our couch, which is over {$6000.00} or {$7000.00}, not inclusive of taxes, S & H and the cost of a new Worry No More plan. 

We advised that if Macy 's was unable to reimburse the retail cost of a replacement sectional of LIKE, KIND AND QUALITY ( LKQ ) as ours, then as per the plan, which states, " Macy 's will offer, ( b ) the retail purchase price paid for the original covered product, '' and we paid {$4300.00}. 

In response to our XX/XX/2021 email, we received an acknowledgement email from Macy 's on XX/XX/2021, and subsequently we received one ( 1 ), repeat, one ( 1 ) voicemail from a " manager '' whom we called back two or three times, and who never ever again followed up with us. 

We followed up again on XX/XX/2021, again allowing Macy 's three ( 3 ) months to respond, and to date, there has been no acknowledgment, let alone further action by Macy 's. 

We come to you in a desperate attempt to help us as consumers, deal with these abusive, unresponsive and disrespectful multi-billion dollar companies which continue to ignore and dismiss their customers, hoping we go away and disappear and they enrich themselves by collecting money for a warranty plan they have no intention of paying on. Thereby enriching themselves twice in the process. 

Please, we ask for a fair, objective and reasonable settlement based on the high cost of this high value item which we purchased, and which was repeatedly problematic, which is why we purchased the " WORRY NO MORE 7 YEAR FURNITURE PROTECTION PLAN '' which, contrary to its name, is misleading and false advertising and in fact, has caused us MUCH WORRY. 

Thank you for your time and assistance.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation