Consumer complaint received 2021-12-27
Company: CITIBANK, N.A.
State: OH
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem with additional add-on products or services

Complaint:
I purchased a XXXX XXXX '' class XXXX XXXX XXXX uhd smart tizen tv order # XXXX from Best Buy on XX/XX/2021. I opt for the free delivery option for XX/XX/XXXX for the XXXX. Best Buy customer service called me on XX/XX/XXXX XXXX and said to me that the delivery had to be rescheduled due to the delivery driver being sick and therefore the delivery had to be rescheduled. this was not ok with me because I had taken the day off work to receive my delivery. we rescheduled for XX/XX/XXXX due to the fact I would be returning from a trip and I would be able to receive the delivery. Best Buy called me on XX/XX/XXXX XXXX saying that the delivery had to be rescheduled due to an inventory shortage/problem. I didn't understand because I paid for the TV and I had a dates set for delivery. I had to reschedule again. I receive a case number. I rescheduled for XX/XX/XXXX XXXX timeframe so I can try and get the delivery earlier in the day. I woke up at XXXX to go to work and to await for the delivery or a courtesy call from Best Buy. I work a flexible work schedule so I am able to make it back home to receive a delivery. Same day at XXXX I call Best Buy to inquire about my delivery. Representative said the driver could not find my address and I would have to reschedule. I told the rep I have been up since XXXX and I did not receive a call. the rep said they did indeed give a courtesy call. I looked at my call log and did see a missed call at XXXX and a message from the Best Buy delivery driver saying " hi this is best buy giving you a courtesy call to let you know you are our first delivery this morning and we will be there in XXXX minutes thank you. '' i told the rep this was unacceptable that was before the delivery window and super early so if they could find my address it was probably dark. also the driver did not give me a call when at my address to ask for directions or help. I asked the rep if they could come back the same day to make the delivery and I called the delivery driver since I had his number and the rep was very rude and said no I have to reschedule. I inquired about a compensation for the inconvenience he said I would have to wait until I receive the package before any type of compensation would be talked about. I had no choice but to reschedule for XX/XX/XXXX. I thought when I ended the call I had scheduled an appointment with the representative but as in previous rescheduling I didn't receive the confirmation text or email. so I went on the Best Buy app to confirm that my delivery had not been scheduled and I would have to reschedule myself. I receive a call from Best Buy XX/XX/XXXX XXXX the representative tells me that the delivery had to be rescheduled due to an inventory issue. I was very upset because I had a scheduled delivery for multiple days. I inquire again about a possible compensation and again did not receive any Information regarding the subject. we talked for XXXX minutes resulting with a rescheduling. this time I did not receive a text or email confirming the rescheduled date so I called back to reschedule. the representative was very reluctant to give me her name and I don't think I got the right name after asking her to spell it ( anz ). on XX/XX/XXXX XXXX I received a call from XXXX expressing her concerns and this time I inquired about a compensation she tells me that I already received a refund off the tv of {$260.00} I should see on my statement by Monday and I should be receiving a {$50.00} Best Buy gift card in the mail. I was happy to hear this because I was ready to cancel the order and go pick up another tv myself. I reschedule the delivery for XX/XX/XXXX and I get a call from Best Buy saying I had to reschedule due to the driver being sick but don't worry they could possibly get it out the next day but if not lets reschedule for XX/XX/XXXX. so I did. I did indeed receive the delivery the next day Monday. I checked my bank statements to see if I received my refund but I did not. I called XXXX at Best Buy to inquire about the situation and she seemed confused about why XXXX would tell me that I have already received a refund and should b receiving a gift card. so she said she issued a gift card to be sent to me in XXXX business days and but an inquiry about the refund for {$260.00}. it is now XX/XX/XXXX and I have yet to receive any compensation that was promised or heard from Best Buy on the situation.

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