Consumer complaint received 2016-06-25
Company: CITIBANK, N.A.
State: OH
Product: Credit card
Issue: Billing disputes

Complaint:
On XXXX XXXX, 2016 we went into the XXXX at XXXX XXXX XXXX in XXXX XXXX, Ohio and discussed purchasing a Sleep Number bed and accessories with a sales lady. We specifically asked about the return policy for the bed as well as the accessories since they have a XXXX night return policy on the bed. We were told that we had 30 days to return the bedding accessories for refund. We also specifically asked about what charges would not be refunded if we returned the bed. The sales lady told us that we would not get our initial bed delivery and setup fee back and that we would be charged a restocking fee for the XXXX XXXX. 
We returned to the XXXX at XXXX XXXX XXXX on XXXX XXXX, 2016 and the sales lady we had spoken with on XXXX XXXX, 2016 was not working that day. We completed our transaction to buy the bed and accessories with another sales lady. We again asked about the return policy if we were not satisfied with the bed and the bedding. We were again told that the only charges if we returned the bed would be for the initial delivery and setup of the bed. We asked if we would be charged for the bed to be picked up if we returned it and we were told that we would not be charged there was only a charge for the initial delivery. Again we asked about the bedding and whether or not it could be returned and they said yes so long as it is within 30 days. 
After completing the transaction with the sales lady we were then given the terms and conditions of the sale. The terms and conditions of the sale do not correspond with what we were told before and during the transaction by XXXX separate sales ladies at the store. Furthermore, the terms and conditions of sale state that " we will reimburse the full purchase price of the items being returned less shipping or Home Delivery Service & Setup fees. '' We are ok with paying the home delivery and setup fees but there is no mention of being charged for home pickup or disassembling fees as they are not mentioned in the Terms and Conditions for Sale and the sales ladies stated we would not have to pay for this. 
We called XXXX XXXX to arrange for the return of the bed XX/XX/2016 and only then were we told that we could n't return the bedding we could only exchange it and that we would be charged an additional fee to have the bed picked up from our house in order to return it. After some discussion XXXX XXXX agreed to a return of the bedding items, however, we would have to pay {$32.00} for XXXX shipping charges. None of these charges were explained to us before or during the purchase by either of the sales ladies even though we asked specific questions about their return policies. 
For the reasons explained above we wish to proceed with the dispute of these charges. We ask for a refund of {$190.00} for the pickup return of the bed and {$32.00} for the XXXX return label for the bedding for a total return of {$220.00}. 
We tried disputing these charges with our CITI Mastercard who declined the refund and closed the case as XXXX XXXX provided them another copy of the total charges. I consider the {$220.00} fraudulent charges that I wish to not be held accountable for. I wish for CITI Mastercard to help me resolve this matter under my consumer fraudulent charge rights.

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 monetary relief