Consumer complaint received 2022-09-30
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/2022 I placed an order for 3 custom made shutters, from XXXX. all of which had the following missing pieces. When the items were received, the packaging was intact and in good condition, showing no indication of being opened or tampered with, as well as no indication of damage or missing pieces, which is why the shipment was accepted and signed for. 

The parts missing are as follows : Shutter 1 : Large4 panel shutter for sliding door ( 69x80 ), Missing 1 complete panel ( received 3 of 4 ), Missing side support Shutter 2 : Small 2 panel shutter for bathroom window ( 44x16 ), Missing entire frame Shutter 3 : Large window shutter ( 91x46 ), Missing 1 complete panel ( received 3 of 4 ), Missing bottom frame piece The missing pieces make the shutters unusable. Upon contacting XXXX XXXX customer service, I was advised that the pieces were no longer available as they no longer work with the supplier used for the order. Their current supplier does not offer shutters in the same color/finish, and I need to match existing shutters in the house. 
Shutterstore.com has been unresponsive to requests for a refund or replacement. I have been unable to reach an agreement with them to return the items. I have contacted them many times by phone but keep getting put on hold and/or disconnected. 
I have sent emails but received no response. 

Phone calls were made on the following dates ( times approximate ) : XX/XX/2022, XXXXXXXX  advised that no replacement parts available, call disconnected XX/XX/2022, XXXXXXXX  call on hold then disconnected XX/XX/2022, XXXXXXXX  advised again that parts are not available, transferred to supervisor, then call disconnected XX/XX/2022, XXXXXXXX   placed on hold indefinitely-I hung up after 1 hour XXXX XXXX, XXXX, XXXXXXXX  call disconnected after rep picked up XX/XX/2022, XXXXXXXX  call placed on hold, I hung up after 1 hour XX/XX/2022, XXXXXXXX  no answer XX/XX/2022, XXXXXXXX, told there are no return or refund, transferred to supervisor who said the same. 
XX/XX/2022XXXX XXXXXXXX, call disconnected after placed on hold for 45 minutes They do not seem to want to work with me to resolve the issue. Return of these items would be costly as it needs to be shipped via XXXX XXXX XXXX due to their size and weight ( XXXX per shipping document ). I am wiling to return the pieces I have as they are useless to me ; however, XXXX XXXX appears unwilling to work with me or pay for return shipping. I have not been able to speak with customer service to resolve Regarding the emails sent to me by XXXX XXXX after the dispute was open, I did respond to each email, but did not receive any follow up response from them. 

I did receive a {$5.00} credit was for an overpayment on the original invoice. 

I have disputed the charge with Citibank, but they have been unresponsive as well. Initially, they provided a false response from the vendor stating that I never contacted them, along with a bill of lading showing that the items were delivered ( That is not the subject of the dispute ). After I escalated and waiting another two months or so, all I received was a letter from Citibank stating that I need to provide a statement from them saying that they would credit my account, and that the matter was closed. The whole point of the dispute is that they are avoiding the issue and did not provide a credit to my account. Citibank is not honoring the XXXX 's XXXX XXXX terms of service which indicate that " If the goods or services you bought with your card, are not as described, damaged, or are never received, you can ask your card issuer to process a refund request. ''

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