Consumer complaint received 2025-01-22 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: CITIBANK, N.A.
State: MO

Complaint narrative:
Wayfair LLC and XXXX XXXX XXXX  have caused me severe intentional infliction of emotional distress and mental abuse due to their lack of concern and repeatedly ignoring a serious issue regarding the pick-up of a new XXXX which should have returned over a month ago. Both companies have gone beyond what is considered unacceptable behavior towards me as a customer with repeated disregard for my credit, finances, and time. 

XXXX. XX/XX/year> ( Thursday ) : I ordered and paid for a XXXX from Wayfairs website via my Wayfair credit card. XXXX XXXX. 
XXXX. XX/XX/year> ( Thursday ) : Expected delivery date before XXXX. XXXX XXXX. The refrigerator did not arrive at my home. I called Wayfair shortly before XXXXXXXX XXXX ( XXXX ) to inquire about delivery. 
XXXX. XX/XX/year> ( Friday ) : I called Wayfair again to inquire about the delivery of my refrigerator. Customer Service stated the company, XXXX, said the appliance just arrived at their facility on the morning of XXXX XXXX, therefore, it was too late to deliver it on that day. I was told by Wayfair that it would be delivered on Monday, XXXX XXXX, 2024. 
XXXX. XX/XX/year> ( Monday ) : The company, XXXX, was a no-show, no call. I called Wayfair again. They said the company stated they just received the refrigerator that morning, so the earliest they could deliver the refrigerator was on Friday, XX/XX/year>, AFTER XXXX. ( Keep in mind they originally stated it arrived at their facility the early morning of XX/XX/XXXX. Now theyre saying it arrived on XX/XX/XXXX ). This caused a huge issue because my family had nowhere to store groceries for the big XXXX dinner, nor all the food after XXXX since my old fridge had already been hauled away some days earlier. My spouse and I had no choice but to go out and buy another refrigerator the evening before XXXX, we hauled and installed it ourselves. 
XXXX. XX/XX/year> ( Thursday ) : Wayfair shows the refrigerator I ordered was delivered to my home on this day, which is not true. XXXX XXXX. 
XXXX. XX/XX/year> ( Friday ) : The refrigerator was delivered to my home. See XXXX  XXXX  XXXXXXXX XXXX After the delivery team left, I immediately went online and processed my request to return the refrigerator due to it being delivered 8 days past the original due date, and because I had already purchased a new refrigerator in-store since I was in dire need of one before XXXX. See proof of return request immediately after delivery. XXXX 
XXXX. XX/XX/year>, after calling Wayfair almost daily to inquire about the pickup because XXXX still hadnt reached out to me with a pickup date, a Wayfair supervisor put in another request to XXXX for pickup and stated that it would be about 2 days before I hear from them. XXXX XXXX. 
XXXX. XX/XX/year>, I called XXXX myself to try and resolve the issue of picking up the refrigerator. I was told by the company that I can not make that request and to have Wayfair contact them. I called Wayfair and at this point, due to what appears to be an issue neither Wayfair nor XXXX wants to deal with any longer, a second supervisor at Wayfair dumped this issue on me and told me to deal with XXXX myself and Wayfair washed their hands of this huge issue. XXXX XXXX XXXX XXXX XXXX their hands of this issue. 
XXXX. I have been communicating with Wayfair customer service on an almost daily basis from XXXX XXXX, 2024 to XXXX XXXX, 2024 ( almost XXXX weeks ) to followup on the pickup date. XXXX refuses to pick up the refrigerator which according to Wayfair, they are contractually obligated to carry out their duties in picking up returns. Wayfair also has a duty to see this issue through and come up with a resolution since I ordered from their website. 

It's going on XXXX weeks and Im still left with a refrigerator, still packed in its original packaging, sitting in my home taking up space that I do not have room for, the cost of this refrigerator which remains on my credit card, which will in-turn mess up my credit to no fault of mine due to this long period of time Wayfair and XXXX have XXXXone back and forth on picking up this appliance for return. 

Since the start of this whole ordeal on XX/XX/year>, I have cried many times over this issue, I have not been able to sleep, I am overstressed, this issue not being resolved has caused XXXX  XXXX and XXXX, I am seeing a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and had to start on XXXX XXXX XXXXXXXX, and I have XXXX XXXX  due to approximately XXXX phone conversations just to end up with neither of these companies taking responsibility for this dire situation which has not yet been resolved in almost XXXX weeks.

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