Consumer complaint received 2018-12-28
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:
XX/XX/18 - I file a formal dispute with my credit card because the supplier made a mistake and wants to ship me the wrong product with wrong design. The supplier acknowledges they made a mistake via email on XX/XX/18 at XXXX. The supplier then promises to remake my product and fix the mistake, and ship me the correct product with correct design.

XX/XX/18 - I agree to give the supplier a second change and give them very clear instructions, I give them my official product design files, and I tell them the very specific production process to do on my product ( engraving/embossing ). I even provide them with examples of my competitor 's products with engraved/embossed designs. This process requires machinery at the supplier 's manufactory to press my design onto metal to create an engraved 3-Dimensional design. The design is " caved in '' or has the appearance of being smoothly " carved in '' to the metal.

XX/XX/18 - The supplier sends me a picture of an engraved/embossed design with my logo on a metal herb grinder. I gladly approve this design, since this is the correct design and process I want. The engravings and outline look properly, smoothly, and professionally done.

XX/XX/18 - Supplier is concerned with my credit card dispute from XX/XX/18 that is still open. I tell them that since they are fixing their initial mistake, they will be cleared by my credit card company if the show them proof of their goodwill to keep their word in fixing their mistake, and sending me the correct product. I want my credit card company to have on record that the supplier agreed to fix their mistake, so I let my credit card company handle the agreement.

XX/XX/18 and XX/XX/18 - The supplier finally sends me another picture ( after my multiple requests ) of the product. The supplier says my product is finished. However, the product design in this picture is not the same as the product design in the picture sent to me on XX/XX/18. This finished product is not engraved/embossed, it is scribed with a scriber. When a scriber is used, it " scratches '' away the metal to create a design. It simply looks like a scratched like made by a scriber or pick. This is not what I agreed to, nor what the manufacturer/supplier promised me nor sent me in their picture from XX/XX/18. A scribed design requires less of a process and has a lesser quality finish to the design as well. The design outline is not smooth, the color of the lines are " white '' due to the scratched metal, and the design is not " caved in '' nor has a deep 3-Dimensional design, due to the shallow scribed/scratched-on process used. Not only does this make the design look cheap, but also looks low quality and damaged.

XX/XX/18 and XX/XX/18 - I express my frustrations with the supplier for the second time making a mistake on my same order. I was nice and patient in accepting their apology the first time they made a mistake, and by accepting their request to fix the mistake. However, this supplier is stubborn in trying to use cheap/low quality manufacturing methods to make my order, and I will not accept their cheaply made products. They promised me a good quality product and even sent me a picture on XX/XX/18 of what they will make. However, they went behind my back and made a cheaper/lower quality product instead. This is not ethical. This is not fair. As of today ( XX/XX/18 ) the supplier has not shipped me anything, nor do I want anything. I have not received my order, nor do I want to receive their low quality product. They do not deserve my money after all the wasted energy, time, and big amount of stress that I have been put through.

Notes : Citi Bank has received my email conversation with the merchant regarding my alarming concerns regarding the products being " Defective/Not as Described '' from the photos that the merchant took before trying to ship to me. The photos of the completed products are " Defective/Not as Described ''. The merchant wants to ship me products that are " Defective/Not as Described ''.

I also never received the products. I refuse to pay for something that is " Defective/Not as Described '' and that I never received.

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