Consumer complaint received 2025-07-17 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: CA

Complaint narrative:
I purchased a XXXX XXXX car seat from Nordstrom on XX/XX/XXXX, for {$430.00} using my Nordstrom store card ( Attachment : Nordstrom Receipt ). In XX/XX/XXXX, XXXX and the XXXX XXXX XXXX XXXX XXXX ( XXXX ) announced a federal recall due to a harness adjuster defect affecting seats manufactured from XX/XX/XXXX, to XX/XX/XXXX. Despite registering my car seat, I never received a recall notice from XXXX or Nordstrom. 

On XX/XX/XXXX, I discovered the defect firsthand when I noticed that I could pull the harness straps loose from the shoulder area without pressing the release button, while my child was secured in the seat. This is a serious safety issue. I submitted a message via XXXX online contact form ( Attachment : XXXX Email Thread ), which is timestamped XX/XX/XXXX at XXXX XXXX  EDT but was sent while I was in Pacific Time ( i.e., XX/XX/XXXX at XXXX XXXX  ). 

On XX/XX/XXXX, XXXX responded directing me to their recall website ( Attachment : XXXX Recall Website ) and confirmed my seat was affected. They did not offer a refund or replacement, but instead offered a repair kit. I spoke with XXXX customer service twice by phone that same day ( Attachments : Call to XXXX XX/XX/XXXX and Call from XXXX XX/XX/XXXX ) to express my concern that the kit would not resolve the safety issue. Many other parents have reported the same, and a class action lawsuit filed in XX/XX/XXXX claims the remedy is inadequate and the defect persists even after the kit is installed. I also filed a formal safety report with the XXXX XXXX XXXX XXXX on XX/XX/XXXX ( Attachment : XXXX Report Confirmation ). 

On XX/XX/XXXX at XXXX XXXX  PDT, I emailed Nordstrom customer service ( Attachment : Email to Nordstrom Customer Service ) requesting either a refund or a replacement. I received no reply. 

On XX/XX/XXXX at XXXX XXXX  PDT, I called Nordstrom customer support ( Attachment : Call to Nordstrom Customer Support XX/XX/XXXX ) and was told this is a manufacturer warranty issue and Nordstrom can not assist me. 

Later on XX/XX/XXXX, I called Nordstrom Card Services to dispute the charge ( Attachment : Call to Nordstrom Card Services XX/XX/XXXX ) and submitted two follow-up messages via the Nordstrom Card Services online portal at XXXX XXXX  and XXXX XXXX  ( Attachment : Nordstrom Card Services Messages ). Their responses were generic, did not provide any way to upload documentation, and failed to address the safety issue or recall. 

I am aware that other Nordstrom customers have received refunds for their recalled XXXX XXXX seats. I am being denied the same remedy, despite clear evidence that the product is defective, unsafe, and subject to a federal recall. 

As of now, I am left with a recalled and unsafe car seat. XXXX has shipped me a repair kit ( tracking email included in XXXX Email Thread, scheduled to arrive XX/XX/XXXX ), but this does not adequately resolve the underlying defect. I have video evidence showing the harness failure ( Attachment : XXXX XXXX Harness Defect Video ), as well as photos of the car seat installed in my car ( Attachment : XXXX XXXX Installed in Car ) and the manufacturer label showing the serial and model ( Attachment : XXXX XXXX XXXX on Bottom of Seat ).

Company response to consumer: Closed with explanation