Consumer complaint received 2021-10-26
Company: Bread Financial Holdings, Inc.
State: CT
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:
Several years ago I purchased a vanity with my Wayfair credit card. Wayfair became hostile toward me after they delivered a damaged marble vanity and I asked that it be replaced. After sending me another damaged vanity and much effort to resolve the issue, they threatened me that I was no longer welcome to buy from them. Wayfair continued to bombard me with email solicitations to buy from them and junk mail. They even sent me an updated Commity (? sp ) credit card which I did not use that replaced the old Wayfair credit card. 
Recently I purchased several items for my home from Wayfair on my XXXX XXXX Mastercard linked to my personal checking account Note that I did not use the Wayfair credit card. Note that Wayfair will say they don't keep a record of the card I used so that's why I include the picture of the item showing I purchased even though they scrubbed my account history and won't let me access it So Wayfair immediately debited my credit card for the purchases and sent me emails that the purchases were on the way but then the items didnt arriveand when I contacted the delivery agentthe delivery agent said that they were not delaying the items I tried to contact Wayfair and then when I logged onto my account on the Wayfair website, weeks later I see that Wayfair cancelled two of my orders without notifying me and without my consent. One order was for several small throw rugs ( see attached cancelled orders ) that thankfully were on sale at XXXX where I purchased them but I was very annoyed. The second item was a double-sided barn door latch, which I really needed and was beyond annoyed when I discovered the little trick Wayfair had pulled by again sending me updates that the item was on its way, etc., etc, but then weeks later they went into my account and cancelled the order. ( I purchased the barn door latch from XXXX as well. ), The third item, a doormat I ordered ( see attached ), I waited, and received no notices except ... of course, it was also delayed. Then when I tried to figure out what was going on I was blocked from using the online chat bot to resolve the issue, and next I tried to contact the customer service by phone and got a run around as to why the item was delayed. So I assumed, as anyone would, they were going to cancel this item to without my knowledge or consent after they delayed the shipping for a few weeks like they did to waste my time with the two previous orders ( all ordered around the same day ). So I ordered the doormat on XXXX. Then, on XX/XX/XXXX, I get this obnoxiously inappropriate nasty email from Wayfair that it would no longer do business with me because I was dissatisfied with the resolution of the two damaged vanities they tried to dump on me. After I received my XXXX purchase, lo and behold, what shows up but the identical item from Wayfair! But wait, didnt Wayfair tell me that they weren't doing business with me? So now I have two door mats and being a XXXX senior citizen on social security I don't have two front doors or the money to spend on two doormats. So I tried many times and many ways to contact Wayfair, but instead of behaving like a straightforward company would do, they played cat and mouse with me, putting me on hold, circumventing my calls all around, having the chat robot send me in loops on line, dead ending my requests for a return label and telling me I needed to contact them at a special number. Finally when I used the special instructions I get this agent, XXXX, who put me on hold for at least fifteen minutes and then berated me in a nasty unprofessional way telling me that Wayfair had permanently severed ties -- exact quote with me -- and therefore I couldnt return the item as I was persona not grata. But wait, theres more. After Wayfair informed me that it had permanently severed ties with me, Wayfair had the audacity to sent me an unsolicited email asking me to rate XXXX service! Seriously? How about less than a XXXX and a bar of soap to wash out her mouth? As if that wasnt enough, Wayfair continued to send me sales solicitations and emails and flyers. Didnt these unprofessional nasty people tell me that I couldnt buy from them? Were not our ties permanently severed? When I went onto the website under my account, not so clever Wayfair had deleted my purchase history ( as I am person non grata ) but thankfully I had taken screen shots of the rugs they unilaterally cancelled and the barn door they also unilaterally cancelled and a few of their other unsolicited and unwanted emails intrusions which I attach as proof of the disgusting way they treated me and handled my purchases that should NEVER happen to anyone let alone be orchestrated purposefully to screw around with a buyer. STAY AWAY FROM WAYFAIR. XXXX HAS THE SAME MERCHANDISE AND WOULD NEVER TREAT PEOPLE LIKE WAYFAIR DOES.

Company response to consumer: Closed with explanation