Consumer complaint received 2025-07-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: BARCLAYS BANK DELAWARE
State: TX

Complaint narrative:
XX/XX/XXXX We charged theater seats purchase from XXXX XXXX XXXX totaling {$2900.00} our Barclays Credit Card. 
XX/XX/XXXX We charged theater seat warranty purchase from XXXX XXXX XXXX totaling {$270.00} to our Barclays Credit Card. 
XX/XX/XXXX XXXX XXXX XXXX delivered theater seats to us. 
XX/XX/XXXX Unboxed theater seats and contacted XXXX XXXX XXXX to advise their product was delivered damaged. 
XX/XX/XXXX XXXX XXXX XXXX confirmed receipt of damage request and created a ticket. Submitted proof of damages to XXXX XXXX XXXX. Additionally, XXXX XXXX XXXX set us a leather cleaning kit to see if that would resolve the issue. 
XX/XX/XXXX Notified XXXX XXXX XXXX that we have received the leather cleaning kit and that it did not fix the damages. 
XX/XX/XXXX XXXX XXXX XXXX made arrangements for a leather technician ( XXXX XXXX : XXXX XXXX ) to assess the damages and potential repairs needed. 
XX/XX/XXXX - XXXX XXXX : XXXX XXXX assessed the damages in person and advised they could not be repaired. We notified XXXX XXXX XXXX of the technicians assessment and requested for XXXX XXXX XXXX to pick up their theater seats and provide us a full totaling {$3100.00} ( {$2900.00} for the seats and {$270.00} for the warranty ). 
XX/XX/XXXX XXXX XXXX XXXX confirmed the leather technicians assessment of the unrepairable damages and refused to give us a full refund. They offered to replace XXXX damaged seat or charge XXXX {$800.00} for them to pick up both damaged seats. We clearly communicated to XXXX XXXX XXXX XXXX that we were not responsible for shipping costs on brand new seats that had arrived with damages. They had not fulfilled their promise to deliver brand new undamaged products. We communicated with customer service representatives at XXXX XXXX XXXX without a resolution. 
XX/XX/XXXX to XX/XX/XXXX - We filed a dispute with Barclays to assist us with obtaining the total funds ( {$3100.00} ) charged by XXXX XXXX XXXX XXXX. They asked us to fax proof of the damages and advised they would contact XXXX XXXX XXXX XXXX to resolve the matter and would let us know if anything further was needed from us. XXXX dispute case numbers were created : XXXX for {$2900.00} and XXXX for XXXX. 
XX/XX/XXXX We faxed Barclays proof of the damaged products and the XXXX XXXX XXXX leather technicians confirmation that the damaged seats could not be repaired. 
XX/XX/XXXX to XX/XX/XXXX ( XXXX business days ) We received a letter ( dated XX/XX/XXXX ) from Barclays stating that a credit in the amount of {$2900.00} had been applied to our credit card statement. 
XX/XX/XXXX Received an email from XXXX XXXX XXXX XXXX XXXX ) at XXXX XXXX XXXX advising of Barclays chargeback and to contact him. 
XX/XX/XXXX We left voice message for XXXX at XXXX XXXX XXXX asking him to call us back. 
XX/XX/XXXX XXXX, the customer relation manager at XXXX XXXX XXXX XXXX, called us to let us know that the dispute had been escalated to him and moving forward he would be our point of contact to resolve it. One of the resolution options provided by XXXX was for XXXX XXXX XXXX XXXX to pick up the damaged theater seats and provide a full refund. This is what we had been asking for since we raised this issue with them and accepted it. Right away XXXX scheduled for the damaged theater seats to be picked up from our home. 
XX/XX/XXXX to XX/XX/XXXX ( XXXX business days ) We received a letter ( dated XX/XX/XXXX ) from Barclays stating that a credit in the amount of {$270.00} had been applied to our credit card statement. This last credit completed the full refund of the {$3100.00} funds charged on our card by XXXX XXXX XXXX XXXX. At this point we thought the dispute had been resolved and completed. 
XX/XX/XXXX The damaged theater seats were picked by XXXX XXXX XXXX XXXX and we though the dispute we filed with Barclays had been resolved as Barclays had been communicating directly with XXXX XXXX XXXX XXXX. 
XX/XX/XXXX to XX/XX/XXXX ( XXXX business days ) We receive XXXX letters ( dated XX/XX/XXXX ) from Barclays stating We attempted to contact you on XX/XX/XXXX and XX/XX/XXXX, however, we did not receive a response. Unfortunately, we are unable to pursue this matter further on your behalf. We have reapplied the transaction to your account. 
XX/XX/XXXX - We immediately contacted Barclays dispute center and spoke with XXXX. XXXX advised they would escalate the issue to a supervisor which would contact us within 24-48 hours. 
XX/XX/XXXX XXXX XXXX called and we explained that on XX/XX/XXXX XXXX at XXXX XXXX XXXX XXXX provided the resolution of a full refund and the seats had been picked up from our home on XX/XX/XXXX. XXXX asked us to fax a copy of the pickup order and the email from XXXX and I faxed it this same day ( XX/XX/XXXX ). 
XX/XX/XXXX We called Barclays dispute center and spoke with XXXX. She confirmed the faxes had been received and that the charges ( {$2900.00} for the seats and {$270.00} for the warranty ) were placed on hold again until the investigation is over. She advised that the investigation team would call us if further information was needed. 
XX/XX/XXXX to XX/XX/XXXX ( XXXX business days ) We received a letter from Barclays ( dated XX/XX/XXXX ) advising that After careful review of all documents we received regarding your dispute, we are unable to resolve this dispute in your favor. After we received this letter, we have made several calls to the dispute department specifically asking them for a XXXX based supervisor to call us after XXXX XXXX  XXXX without any success. We get calls from supervisors outside the XXXX that do not understand when we keep explaining to them that we no longer have the theater seats and that XXXX at XXXX is stating that he does not have any funds because Barclays took them back. They keep stating that a supervisor will call us back. Now the amount of {$3100.00} is due on XX/XX/XXXX and if we do not pay it, Barclays will charge us interest. 
XX/XX/XXXX Spoke with XXXX at XXXX XXXX XXXX and he also sent us an email with the explanation that they do not have the funds and that Barclays has hold the funds and Barclays needs to credit those funds back to the customers account. XXXX is frustrated with Barclays as they are the ones withholding the funds and XXXX XXXX XXXX does not have any funds from Barclays. 
XX/XX/XXXX Called dispute center and was advised that Barclays can no longer assist as these cases have been closed already. Asked for a supervisor from the XXXX to call me back and have not received any response.

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 explanation