Consumer complaint received 2018-07-27
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge 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 XX/XX/18 I went to the convention XXXX  XXXX in XXXX XXXX. When I approached the XXXX XXXX booth, they invited me to try an under eye cream called XXXX that erased wrinkles. I was impressed : within 5 minutes my under-eye was smooth. They said if I bought their XXXX infrared skin device, they would throw the cream into the deal. I never saw a video or a complete demonstration of the device as the merchant later insisted I had, but I was told how I could use it. I purchased the XXXX XXXX cream for {$1100.00}. 

I was never informed nor were there any signs or indications around the booth that their products, including the XXXX XXXX, were non-refundable. I also could not plainly see this no refund policy on the XXXX computer screen where I signed my name. Had I been made aware of this no-refund policy, I would have thought twice about purchasing. California law ( Title 1.7 Consumer Warranties, California Civil Code 1790 ) states, Stores that do not acceptreturnsmust clearly display their policy. ... If a store violates thislaw ( CaliforniaCivil Code section 1723 ) by not clearly displaying their limited or noreturnpolicy, you canreturnthe purchased item with proof of purchase for a fullrefundwithin 30 days. 

Upon opening the the XXXX XXXX package and reading the instructions inside, I discovered a list of contraindications that included my health condition. I immediately contacted the merchant. I was told that since I opened it, they could not refund me as it was a medical device. At the time of the sale, it was never explained to me that this was a medical device, nor was there a medical professional at the selling booth. The packaging reads beauty device. I explained that I couldnt have known about the contraindications unless I opened the package and read the instructions. The merchant still refused to give me an address to which I could return the device and receive a refund. He claimed he was only a distributor with no return address. He denies my claims and refuses a return address ( the address associated with his phone number is a storage facility in XXXX XXXX. ) He said the manufacturer would only receive defective merchandise in order to repair it. 

In addition, the XXXX cream that I received as part of this purchase had no affect, and certainly not the dramatic effect I had experienced at purchase. It was not the same cream. 

I disputed this purchase with Citi Double Cash Card and submitted all the documentation they required within their time frame, including proof of XXXX XXXX return to the manufacturer, and they still refused to provide credit. They sided with the merchant 's no return policy. Now I have no product and no credit. Citi certainly doesn't advocate for the consumer!

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