Consumer complaint received 2023-09-05
Company: SYNCHRONY FINANCIAL
State: RI
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
I purchased a number of products from Ashley. Some were delivered. Some were not. 
1. I disputed a {$700.00} charge on my XXXX XXXX from Ashley. XXXX approved my dispute. Ashley unilaterally charged the amount that XXXX credited to the store credit card without my authorization or signature. 
2. I did not receive several items that i ordered, specifically a queen bed and a sofa table. Ashley will not send an itemized receipt to show what i was charged for. 
3. I purchased a number of new mattresses from Ashely and Ashely agreed to remove the old mattresses. Instead of removing the old mattresses, Ashely threw the mattresses in an already full dumpster on my property. the garbage man would not remove the dumpster until the mattresses were unloaded into a new dumpster. The charge for the new dumpster was {$700.00}. 
4. I called and emailed Ashley numerous times with little results. Ashley promised to refund the {$700.00} and pay for the dumpster but never did. Here are some of Ashley 's communications : A. XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ** Hello XXXX, We did receive your response and photos, thank you so much! We have forwarded these over to our partners with the delivery team and they should be in contact with you shortly. 

You can also call XXXX to discuss the claim. 

Thank you, XXXX XXXXXXXX XXXX Customer Experience Manager Ashley Global Retail, XXXX XXXX XXXX XXXX XXXX XXXX, WI XXXX www.ashleyfurniture.com B. From : Ashley Customer Care XXXX Date : XX/XX/2023 at XXXXXXXX XXXX  EDT To : XXXX Subject : XXXX XXXX XXXX XXXX Chargeback CASE XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Good morning, Thank you for contacting Ashley Customer Care, I do apologize for any delay in contacting you. Your financial institution has notified us stating that you have an unresolved issue with your in-store order. Per our records, you were not charged for the Queen bed frame and the item was canceled from the sales order. Please advise how I can assist? 


C. From : Ashley Customer Care XXXX XXXX XXXX Sent : XX/XX/2023 XXXXXXXX XXXX  To : XXXX Cc : XXXX ; XXXX Subject : RE : XXXX : XXXX : IN HOME DAMAGE XXXX XXXX XXXX  : XXXX XXXX XXXX XXXXXXXXXXXX XXXX XXXX XXXX Good morning, I do apologize for the furniture experience that you had and for the drivers leaving the mattress in your driveway. I will be sending this over to the delivery management team so that they are made aware of what the drivers did. 

D. From : XXXX XXXX XXXX XXXX Date : XX/XX/2023 at XXXX XXXX EDT To : XXXX Subject : RE : XXXX XXXXXXXX XXXX XXXXXXXX XXXX CASE XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Hello XXXX, Please see below for the breakdown in your charges- XXXX XXXX XXXXXXXX grand total was originally supposed to be {$6600.00}. 

{$700.00} was covered by visa payment and {$5900.00} was supposed to be charged to XXXX account. 

Only {$5200.00} was charged to their XXXX account. 

Due to customer not received queen bed set new grand total is {$5900.00}. 

Ashley ' furniture will be accepting the chargeback in the amount of {$700.00} dollars. 

Thanks, XXXXXXXX XXXX XXXX Customer Experience Specialist Ashley Global Retail, LLC XXXX XXXX XXXX XXXXXXXX XXXX  XXXX, FL XXXXXXXX XXXX : XXXX | XXXX www.ashleyfurniture.com

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