Consumer complaint received 2024-09-17 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: CITIBANK, N.A.
State: CA

Complaint narrative:
I placed an order on the Macys.com website for XXXX dress on XXXX XXXX, XXXX order # XXXX, charged to my Macys credit card. 
I never received the dress, but I did receive an email on XXXX XXXX saying the item had been delivered " in or at '' my mailbox. 
I immediately checked my mailbox and the surrounding area and there was no package. A dress of this size would not fit into my small mailbox. 
I waited until early evening to see if the item had possibly been mis-delivered to a neighbor, but none of my neighbors had that package. 
I immediately went on to the Macys website and customer service was closed due to it being after hours, so I chose " contact seller '' and messaged the seller ( a third party ) to let them know there was a problem with the delivery and I did not receive the item. I requested that the item be reshipped or refunded. 
I never heard back anything from them. 
I have still never received the dress, and I have not received a credit to my original form of payment ( Macys charge ) either. 
The following day I contacted Macys customer service dept. via the chat feature and let them know I had not received the package. I did check with my immediate neighbors and no one had received the package. 
I have been at this same address for 30 years, and have also been a Macys cardholder for 30+ years and have never had an issue with non-delivery of packages or packages being stolen. 
I receive packages at this address almost daily ( left on my residential front porch since I have a very small mailbox ) so there is something that does not seem right when the XXXX tracking shows it was left " in or at my mailbox '' since the item clearly would not fit in my mailbox. 
I then contacted the local XXXX and was told that the only information they have is what the tracking number shows, but items are mis-delivered every day, and only the shipper can file a claim, I as the recipient can not file a claim for a lost or mis-delivered package. They also asked if the package was sent via Priority Mail which has insurance included, or insurance was separately purchased for the item since it was a {$100.00} dress. ( I do not know the answer to those questions regarding insurance coverage on the package, however, I had no choice in which carrier was used to ship the item and insurance was never offered or suggested. ) I contacted Macys again today and told them I wanted to dispute the charge for non receipt of item, and also emailed the seller again and told them that since I had not heard back from them regarding the 'lost " item, I would be disputing the charge. I immediately received an email from the seller stating they would not replace or refund the dress, that the XXXX tracking number " shows I received the item ''.

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