Consumer complaint received 2021-11-04
Company: SYNCHRONY FINANCIAL
State: TX
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XXXX, I purchased a reclining sectional sofa from Rooms To Go ( RTG ) in XXXX XXXX, TX. At the time of purchase, I opened a RTG credit card which is serviced by Synchrony Bank. Total purchase price was {$2800.00}. The sectional was delivered in two phases in XXXX and XX/XX/XXXX. At the time of purchase, I also purchased an extended warranty through RTG for the furniture. Shortly after delivery of the sectional, one of the rarely used pieces began to tear significantly at the seem. I contacted the warranty company who directed me to contact RTG, stating issues within the first year after purchase are covered under the RTG limited one year warranty, thus I began my nightmare working with RTG. After replacing the initial defective piece, one of the recliners stopped working, again I contacted RTG, they sent a repairman out who stated he needed to order a part. Months pass without the part arriving or word from RTG. I again contact RTG and was advised the part needed to be ordered and could take 90 days. I wait some time and again call RTG and am informed there is a note on the account indicating we can return the sectional in exchange for something else. I went back to the store and picked out another couch ; however, this couch was much cheaper, I was informed by the sales associate the condition of the return is that is the new couch must be equal or greater value as the initial couch. I advised RTG management they sold me a defective couch, while they may not have known at the time of sale it was defective, the company clearly knows at this point the couch is defective, they no longer sell the couch and less than one year after purchasing RTG had agreed to return the couch, which according to the RTG employee " never happens, '' I advised you can not claim you're allowing me to return a defective product then place stipulations on said return. The manager agrees they would refund the difference and I could purchase the cheaper couch, which I was informed was a difference of {$780.00}. We complete the transaction, I leave and later start reviewing the original paperwork along with the " new '' couch receipt and I realize there is a large discrepancy in the refund amount vs the original purchase. I went back to the store the following day and after speaking with a manager he, agreed to cancel the new sale and refund the original sectional. Again the refund amount excluded the extended warranty as well as the delivery fee I initially paid. I advised the manager those items should be refunded as well, he informed me the extended warranty could not be refunded as the extended warranty was covering the return of the couch. I knew this was not truthful as I had personally spoken with XXXX, the warranty company who again confirmed they had no dealing with the return as the couch was deemed defective within one year of purchase. I relayed this information to the manager who told me to call customer service. None the less, I was refunded in the store on XX/XX/XXXX and told to call customer service for a refund on the extended warranty. Today is XX/XX/XXXX, and there still has been no refund posted to my RTG Credit Card with Synchrony Bank. I have called RTG who advised they submitted the refund and to contact Synchrony Bank, I have contacted Synchrony Bank who advised they have not received a refund and can not post a credit to my account without it and directed me back to RTG. RTG picked up the defective reclining sectional from my home on XXXX, I am still being charged for a product I no longer have, additionally, I am due a substantial refund for the defective product RTG sold me that again, I no longer have. I have exhausted all my avenues of attempting to resolve this between the merchant and the Credit Card company. At this point, Synchrony Bank needs to provide a full credit to my account and go after RTG for the money. The entire experience with RTG has left me confused as to how there has been no regulatory oversight into their business practices. I am aware that the CFPB is generally for financial products/companies ; however, the business model RTG is currently operating under is simply deceptive and harmful to the public. A simple online search will yield thousands of consumer complaints, most of which ( I believe roughly 78 % ) are 1 star reviews. While RTG may be the fourth largest furniture chain in the US, I truly believe it is simply because people fight with them for resolution until they give up, and when you purchase furniture from RTG you sign multiple disclosures ( which in and of itself is incredibly odd, I've purchased many furniture pieces over the last five years from other well known companies, NONE OF WHICH REQUIRED I SIGN A DISCLOSURE ).

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