Consumer complaint received 2026-05-31 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: ROBINHOOD MARKETS INC.
State: NJ

Complaint narrative:
I'm filing this because Robinhood ( XX/XX/XXXXXXXX XXXX ) denied a dispute that I think they got completely wrong. My case ID with them is XXXX. Around XX/XX/XXXX I ordered XXXX pizzas on XXXX and got charged about {$46.00} on my Robinhood card. When they showed up, both pizzas were a total mess. The toppings had slid all the way to XXXX side and the whole thing was basically inedible. I messaged XXXX right away. The rep said they'd escalate it and actually told me I didn't need to keep the pizzas as proof. Then XXXX gave me only a {$10.00} refund and stopped replying. After that I couldn't reach anyone there. So I disputed the leftover {$36.00} with XXXX. On XX/XX/XXXX they sent me a denial email titled " Your Dispute Has Been Resolved. '' On XX/XX/XXXX their dispute team emailed again to confirm the denial. Their reason was that " dissatisfaction with food quality is not a valid basis for a formal dispute '' and that " the merchant fulfilled the order. '' I think both of those are wrong, and that's why I'm here. For XXXX, this isn't about food quality. I'm not complaining that the pizzas tasted bad. They showed up ruined and nothing like what I ordered, so I couldn't eat them. That's a " not as advertised/ not what I paid for '' situation, which from what I've read is a normal, valid reason to dispute a charge ( XXXX even has a specific reason cXX/XX/XXXXe for it, XXXX ). It feels like Robinhood relabeled my complaint as " food quality '' so they had an excuse to deny it. Robinhood also said " the merchant fulfilled the order, '' but that misses the point. Yes, the pizzas were delivered, but what showed up wasn't what I paid for. I ordered XXXX normal pizzas and got XXXX ruined ones I couldn't eat. The problem was never that the food didn't arrive, it's that what arrived wasn't even close to what was advertised. And the fact that XXXX refunded me {$10.00} shows they knew the food was bad. A partial refund doesn't make the other {$36.00} fair when what I got wasn't what I ordered. Robinhood also told me to just go get a refund from the merchant. But I already tried that before I ever disputed anything. XXXX refunded a small part and then went silent on me. Getting stuck like that is exactly the situation a credit card dispute is supposed to help with. XXXX more thing that bugs me. Robinhood and XXXX have a partnership. The Robinhood credit card app itself offers a free XXXX that cardholders can claim. I honestly wonder if that relationship affected how they handled my dispute, and I'd like CFPB to look into whether disputes against their partner merchants get treated differently. What I'm hoping for is pretty simple : refund the remaining {$36.00} I paid for food I couldn't eat. XXXX already admitted the problem with that {$10.00} refund, so the rest of the charge shouldn't stand. I'd also appreciate a straight answer on why exactly they denied it.

Company response to consumer: Closed with explanation