Consumer complaint received 2025-05-30 00:00:00
Product: Credit card — Store credit 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: TD BANK US HOLDING COMPANY
State: VA

Complaint narrative:
My wife and I placed an order with XXXX 's furniture in XXXX of XXXX. When XXXX 's furniture delivered the furniture, the delivery was very problematic. Some of the furniture was damaged because of how they handled the delivery so they delivered part of the order and took the rest back. They said they would reschedule the delivery. 

We had a lot of trouble with the store trying to schedule the delivery. As a result, we decided to keep the furniture that was delivered in XX/XX/XXXX and we were open to receiving the remainder of the order, as long as we could speak to someone in upper management about our concerns to ensure the same problems that occurred during the previous delivery would not occur again. 

We called XXXX 's numerous times, and left messages with the front desk requesting a call from upper management. We were constantly told that the matter was being taken seriously, and that management would call to ensure that the racism and sexism that we endured on the day of the delivery would be addressed. 

No one ever called us back except for the front desk lady that kept asking when we would like to reschedule our delivery. We would ask if we could pick up the order instead or if a different team could drop off the order, and we were always told that no- we could not pick up the order, and they used only one delivery service and they couldn't guarantee who would drop off the items. They would promise us a call back by upper management to see if any other arrangements could be made, but the call backs never happened. The main two people that we spoke to over the phone were named XXXX and XXXX. 
Finally, we let the front desk know that we would like to cancel the remainder of the order, but I guess like all the other requests, that didn't get processed either. We've received nothing but false promises from XXXX 's furniture. Imagine our shock when we saw a transaction on their store credit card MONTHS later for {$510.00} for furniture that we NEVER even received. 

We reached out to the credit card provider ( TD bank ) and filed a dispute on XX/XX/XXXX. We were told it takes up to 60 days to resolve a dispute. We have called TD bank numerous times, and while they have confirmed that they received the dispute form, they have yet to provide an update. The last representative we spoke with even agreed with us that we should have heard back. We dont mind paying for the furniture weve received, but we dont want to be stuck paying {$510.00} plus whatever additional interest that has occurred as a result since we never even received this furniture and since weve requested a cancellation multiple times. 

I need the {$510.00} and any related interest from the undelivered furniture to be removed from the amount due. I also want the delivery fee from the initial delivery to be removed since half the furniture was delivered broken and because of the lies and run around weve been given.

Company response to consumer: Closed with explanation