Consumer complaint received 2022-09-26
Company: CITIBANK, N.A.
State: NY
Product: Credit card or prepaid card
Sub-product: Store credit 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:
I purchased a XXXX XXXX XXXX online from Bloomingdales.com on XX/XX/22 ( Order XXXX ). The bag was {$2200.00} and totaled over {$2400.00} with taxes. I purchased this bag because I'm traveling to my best friend 's wedding on XX/XX/22. Retrospectively, I should not have ordered such an expensive item online but it was not in stock at their XXXX  store in XXXX XXXX ( XXXX ). My reasoning was that something this expensive would be sent with a signature requirement so I really thought there would be no issues. 

On XX/XX/22 I received a notification that my order had shipped. I checked the tracking number and noted it was a XXXX XXXX XXXX package. Per XXXX : " XXXX XXXX is an economy service for your non-urgent, business to consumer needs of low value. XXXX makes the shipment pick-up, and the U.S. Postal Service ( USPS ) makes the final delivery, seven days a week. ". This is important because I live in XXXX  XXXX and unfortunately if I'm not home sometimes packages are stolen. I didn't understand why a luxury item would be sent through this type of service but I was glad at least it was trough USPS ; we have USPS lockers in the lobby so whenever something is sent through them I know it will be secured because its left with a key in your mailbox. 

Fast Forward to XX/XX/22, the package says it's out to delivery but I am under the impression it will be done through USPS as there is a USPS tracking number attached which stated they were waiting for the package. I went outside to run an errand around XXXX. Later on I received a notification that the package had been delivered. By the time I got back to my building around XXXX, there was nothing in the lobby or my front door. I immediately contacted Bloomingdales and tried to initiate a lost package claim with XXXX later on the day which was not possible. I contacted XXXX twice after that via chat. Today XX/XX/22, my request for a refund was denied twice by customer service. I have escalated the issue with the credit card but since it's a store-credit card by Bloomingdales, I want to ensure there is a fair resolution. 

Bloomingdales contests that I have done this several times already and that's why the refund is being denied. However, this only happened one other time earlier this year and it was for the same reasons. I've been a customer for many years and have no reason to lie about these things. Unfortunately I moved to this building a year ago and have had tons of issues with packages since then, I live in the middle of the hood. I can not send my packages to work and the other addresses I can send packages to are all located in XXXX  XXXX as well. This happens all the time around here to the point where cops ignore the reports and no longer investigate. 

I understand Bloomingdales does not want to take a loss but the customer can not be at fault if a package is lost or stolen before its received, especially when the seller is irresponsibly mailing luxury items with no type of security. I relayed that I can provide a police report or any other documentation/information that is needed, but the refund request was still denied. I should not have to paid over {$2500.00} for a bag I did not receive and for the oversight of the seller.

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