Consumer complaint received 2017-03-03
Company: BARCLAYS BANK DELAWARE
State: FL
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Account opening, closing, or management

Complaint:
In XX/XX/XXXX I bought merchandise from a business, XXXX XXXX XXXX, in the amount of {$610.00} with my Barclaycard. I called and spoke to the owner of XXXX XXXX. He stated that he 'll send me a replacement or will refund me if the new merchandise did n't work, as I was having an allergic reaction. I received the shipping label via email only. I got the label and that to me was a sign they would comply with the agreement we made over the phone. I shipped the merchandise back within the week, they received it ( confirmed via tracking ) and I waited. After 2 weeks I wrote an email to them asking where my merchandise was, no answer. I called, no answer. I did this for over a month, I called and emailed, and no reply. I contacted my credit card company to help. They asked me to send they all the information I had, so did that same day. It took them some time to get a reply from the business. When they did, the business said the merchandise was non-refundable. I sent the credit card company a copy of the shipping label they paid for, which their return policies say they will not do, among all and any other information they asked for. This paid shipping label is a clear sign the company had agreeing to receive the merchandise and took responsibility for a return of money or new merchandise. I have been back and forth with my credit card company since XX/XX/XXXX on this. Every time I spoke to them, no one knew what the status was, or needed more information, runaround. I spoke to one " investigator '' and she told me, " I need their return policies ''. I replied, " they are online to view '' and went through they with her. She said, " everything looks good. You sent the merchandise within the 30 days, and they sent you the label, which it clearly states they wo n't do. We should be all set XXXX XXXX. You should have your return soon ''. When I saw that there was no return I called back. After been transferred and hung up on ( which was an ever phone call thing with them ), I got a young lady by the name of XXXX, she told me " We need something in writing that show they are in agreeance '', " You can see clearly they have robbed you '' and then " Get us something in writing that A. says they will refund your money or B. that they will send you new merchandise, that is what we need to send their bank to get your money back ''. So I reached out the company again, after about 6 months later from receiving the per-pad shipping label and, by a miracle, got a reply, on XX/XX/XXXX, on their website, there is a '' talk live '' messager. On there, a rep clearly stated their apologizes and would send me the merchandise within a week. It 's been 4weeks and I have nothing. I reached out the credit card company after 14 days and told them " Ok, it is clear they will not do as they say. What 's the next step? '' mind after been transferred again for over an hour, I demanding a manager. I finally got one, He asked for me to fax a copy of the messager conversations, I did so right away, and saw told a " manager '' would call me back in 24 hours. I confirmed my number and waited. My mother who is a cardholder got the call, not me. So I called for a follow-up, 2 days later. After getting the runaround, again for about an hour, I got the " manager '' who had called me. She told me they had n't even received the fax. She asked me to once again fax the copy to them and that she will note on my account, that someone will call me back to assure they have everything they need, as the fax goes to a large center. I never got that call. The Credit Card company has told me today they will no longer help, " as the company said they did n't authorize the return '', which is not true, " To get the return on your own ''. In spite of the return label and the messager that clearly states the new merchandise was on the way. Please help so much more to say but cant fit it all.

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