Consumer complaint received 2021-11-21
Company: SYNCHRONY FINANCIAL
State: NM
Product: Credit card or prepaid card
Sub-product: Store credit 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 am writing because I would like to cancel my order. I went into Ashley Furniture on XX/XX/XXXX and was walking around, just browsing. A saleswoman came by and started talking to myself and my daughters. Eventually, after claiming there was a good sale for the XXXX Holiday, she talked me into purchasing some couches and a bar table and stools. She ran my credit and stated that I qualified to finance the furniture. 

The total came to {$4400.00} and a sales order stated that I would receive the furniture As soon as possible A few months passed, and I was concerned, but I understood that COVID had affected so many aspects of life and business, so I gave the business, the benefit and continued to wait. 

In the meantime, a family member told us that they had ordered furniture from XXXX and had a delivery set up soon XXXX separate occasions and never received the furniture. They claim they got excuses that the furniture was not in stock and various other excuses, while they set-up the delivery, misleading the consumer. 

Another family member had a delivery date the next day and sold their current furniture, in anticipation with the next day delivery, to never have the furniture and were without furniture for months, finally having to go to XXXX XXXX, because Ashley furniture failed to deliver the product as promised. When they called, XXXX stated that the furniture had been damaged or something to that nature. 

Another issue, some family friends said that they had ordered some stools from XXXX and had heard nothing from the business. They went into the XXXX XXXX store, and they stated that the stools were in the warehouse, but refused to go and physically get the stools, which they sold and did not want to deliver to the customer at that moment. The customer had to go themselves and get the stools because the employees would not handle the stools, but they failed to call and let the customer that the stools were in stock and failed to set up a delivery. 

Finally, on XX/XX/XXXX, after XXXX months, I thought I should call and inquire about my furniture status. I called ( XXXX ) and said to the person on the phone that I wanted to cancel my order. The phone cut out suddenly, I thought it was the service or something. I called back to the store again, and I was hung up on to my shock! I called back XXXX or XXXX more times to have the same thing happen. 

I was very concerned at this point, so I called to the corporate office to let them know what happened and ask them to CANCEL my order, because I did not want it to go on my credit. I dialed XXXX. I spoke to a woman and expressed my concerns and told her I just wanted to CANCEL my order, so that I could get the furniture, that I had been waiting for to come in for the last XXXX months. She then transferred me to another woman, who offered me a {$600.00} credit to keep my order. I replied, make it {$1500.00}, and I will think about it, and she replied I can do {$1200.00} and have your furniture there by XX/XX/XXXX. ( Again, misleading me and using aggressive sales tactics to keep me from canceling my order. ) When I tried to call the store, I get an automated message saying that my furniture is no scheduled for delivery ( another misrepresentation ). They recognize my cell number and I can not speak to a human being. When my husband calls from his cell, it rings and rings and rings. I have tried on several occasions to call the store and I can get no one on the line. 

XX/XX/XXXX came and went and no one ever called me to advise me of anything. At this point I was at my breaking point, so I thought I would file a complaint with my State Attorney Generals Office. I was hoping they could mediate the situation, but then again, Ashley furniture failed to respond to the XXXX email that the advocate sent. They did not even want to try to work the issue out. 

I currently tried to finance a purchase, and the salesperson stated that there was a HOLD on my credit. The last large purchase I tried to make was at XXXX. Now they are harming me, by having a HOLD on my credit. 

Today at XXXX am, on a Sunday, I received a text from XXXX that reads as follow : XXXX from XXXX XXXX. 

Good news, your order # XXXX is ready to schedule! Please call XXXX and follow the prompts to reserve your delivery time. You can also text XXXX and schedule with our automated texting service. We look forward to hearing from you soon. 

When I called the XXXX XXXX XXXX, I received an automated message that advised me to call back during business hours and disconnected. 

This business makes it impossible to speak to a person, hangs up on customers that they promised services to and fails to cancel, when they fail to provide them with the service they requested. I feel that Ashley Furniture is promising services they are not able to provide and misleading consumers. All other businesses will receive your calls and not hang up on you ( This should have been a red flag ). 

Please assist me in rectifying this situation and cancelling my order. After this entire mess and no response, they are aggressively trying to get me to accept delivery of a product I no longer need nor want. PLEASE JUST CANCEL MY ORDER and STOP them from affecting my credit. 

XXXX XXXX

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 non-monetary relief