Consumer complaint received 2024-03-27 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: OR

Complaint narrative:
On XX/XX/XXXX I purchased a XXXX  XXXX '' XXXX  % XXXX XXXX XXXX XXXX with XXXX ( light ) XXXX from XXXX XXXX. When I received the XXXX it was not at all as described. 
The XXXX that I received was white with orange streaks, the length and density were wrong and the XXXX  were extremely thick and terribly crooked. I thereby filed a dispute with Barclay 's as the merchant had blocked me from contacting them via social media which was their only avenue of communication given and was refusing to communicate with me. I thereby filed a dispute with Barclay Card in regards to this purchase. On XX/XX/XXXX the merchant XXXX XXXX sent me a message indicating they had received my dispute. They offered to give me store credit which I refused as I have had numerous issues with their items in the past and I was again disappointed with the fact that I was sent something that was misrepresented on their website. I asked them for a return label so that I could return the item and they refused. They claimed that if I sent the item back they would refund me the shipping price as well as give me a refund. I contacted their preferred shipping company XXXX and XXXX said the return slip would need to come from the merchant XXXX. I contacted the merchant again and they once again stated that I needed to return the item myself, and that I needed to under valuate the item in order to ship to them for their tax purposes. I again tried to reach out to them to discuss and they had once again blocked me and was no longer responding to me. The Office of the President at Barclay Card contacted me on XX/XX/XXXX in regards to the CFPB compliant I filed on XX/XX/XXXX and I sent them a detailed email about the events surrounding the purpose of me filing a complaint and that the merchant had been refusing to cooperate and when they would choose to respond they were asking me to under valuate the item to customs which I was far from comfortable with. I also did not trust that the merchant would honor their commitment due to their blocking me numerous times as well as the numerous complaints filed online by other customers that sent the item back and was never refunded shipping or the price of the item. ( Copy of email is attached ) On XX/XX/XXXX I sent the merchant another message stating I had prepared the item for shipment and gave them the cost of the shipping to return it and asked that they respond as I did not trust that they would refund me as promised. On that same day, XX/XX/XXXX I received correspondence from Barclay denying charge back stating that the merchant did not violate the terms of the agreement and did not promise to refund which is false. They also included a statement from the merchant that stated that I had refused to send photos which is false as well. The fact is that the merchant had blocked me from XXXX to XXXX from all communication and was not responding to me. Also, when they finally opened up communication with me in XXXX I did send them photos of the unit and they acknowledge the faulty merchandise and offered me a refund. On XX/XX/XXXX I sent the item back to the merchant via USPS tracking # XXXX and I sent the merchant a message with the tracking number and amount of shipping ( {$73.00} ). The merchant has failed to respond and has failed to refund me either the shipping amount or for the wig. They have blocked me again and have failed to respond to my numerous messaging attempts to them. I also contacted the Office of the President at Barclay Card to inform them of these facts and they have failed to respond as well. I have been harmed financially as I have returned the item and have not received a refund as agreed and I am not in a position to try to resell the item to someone that may want it in order to hopefully gain back some of the funds I spent purchasing the unit. The merchant has acted unfairly and deceptively by promising me a refund of shipping and the cost of the unit with no intention of carrying through. They are also acting abusively by blocking me from being able to resolve this matter by blocking my communication attempts and not responding and being dishonest about my attempted communications with them. The merchant took almost XXXX days to even respond to me about my initial complaint ( XXXX ) after blocking me for those XXXX  months and have now blocked me again XXXX XXXX XXXX I acted in good faith and returned the unit despite my feelings of mistrust and now I have been forced into a situation of loss to me and a gain to themselves.

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