Consumer complaint received 2023-09-13
Company: Bread Financial Holdings, Inc.
State: FL
Product: Credit 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:
On XX/XX/XXXX my fiance and I purchased XXXX XXXX engagement ring in XXXX gold at Kay Jewlers. I dropped the ring off on XXXX and picked up XX/XX/XXXX to get it sized and then again XX/XX/XXXX and picked up XXXX because it was still too big. I'm a XXXX XXXX and most XXXX  prefer no jewelry to be worn while working so I always remove the ring before work. I had noticed in a few days after picking up the ring the band was becoming distorted and was becoming more oval then round. I am having my engagement party on Saturday XX/XX/XXXX and clearly wanted to be wearing my engagement ring so I was planning on addressing the issue after the party. Well, last Sunday XX/XX/XXXX I was looking at my ring and noticed diamond on the side was missing. The next afternoon ( XXXX XXXX ) I went by the store in panic mood to now address two issues I'm having with the ring and not to mention the fact my engagement party is coming up the following weekend, my ring is falling part and I have barely had it in my possession since I purchased it. The store manager was very helpful and did explain that XXXX gold is more softer then a XXXX or XXXX gold and that could be the root of my problems. When originally purchasing the ring that was never mentioned by my salesperson and if I knew that I definitely would have gone with a lesser quality of gold to prevent what has happened. I told the manager I'm open to pick out another ring but the store didn't have much of a selection for yellow gold so I was even willing to pick something else out in a white gold. While I was looking at some other rings, eventually finding one that I would consider purchasing which was at a higher price. The manager did have to call the district manager to get his approval in order to proceed with the exchange and I was denied. I then reached out to customer care on XX/XX/XXXX explaining my problems with the ring and was just trying to exchange for something else and how desperately this is important because my upcoming engagement party. The customer service agent was very apologetic and agreed with my concerns and said that she would reach out to the store when they opened to let them know I would be returning to the store to pick out another the ring. Customer service called me back later in the day and explained that the district manager would need to approve the exchange and would here back soon, especially since my engagement party is in now 2 days. Well, I have heard nothing from Kay 's! I was open to exchange but now seeing Kay 's lack of concern and accountability I'm requesting to return for full refunded and personally want to thank them for me being ringless for my engagement party. Reached out to customer service again XX/XX/XXXX to follow up and nothing in notes indicated any type of follow up since speaking to customer care on XXXX. Today XX/XX/XXXX I tried to reach out to XXXX XXXX  ( whom my Kay 's credit card is issued from ) to place account on hold until this issue resolved but kept asking me if I contacted the merchandiser. Yes, of course a week ago and have heard nothing.

Company response to consumer: Closed with explanation