Consumer complaint received 2023-08-07
Company: SYNCHRONY FINANCIAL
State: CT
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:
To whom this concerns : We went through XXXX XXXX to order our kitchen cabinets, sinks, livingroom cabinets, laundry room cabinets and sink, 5 toilets, vanities and many of the items needed for our home build. I am very disappointed with the service and follow up nearing the end of the installation process.

For our kitchen, many of the items ordered were the wrong sizes, came damaged and when we called to see the estimated time-line we could not get ahold of anyone at the XXXX XXXX XXXX XXXX Even though we purchased our XXXX farmhouse sinks from XXXX at XXXX, the wrong sink cabinets were ordered delaying our kitchen install by a month and a half. The same happened for our filler and panels, many of the items ordered were incorrect colors, sizes, were never ordered or never arrived ( even to this day ). 
We started the entire kitchen process back in XX/XX/2022, and have yet to finish the kitchen, Laundry-room and living room bookshelves. 
We provided XXXX XXXX all the specs of our appliances that were purchased over a year ago, yet the wrong refrigerator framing was ordered. We are still awaiting the correct framing, although no one knows if it's actually been ordered. We spoke with XXXX at the XXXX store and he could not give us any information ; we called the installation number and the representative said there were no outstanding orders. 

Also, we ordered a spice rack and it is missing, and there isn't a cabinet to fit it. We have a cutting board with no where to put it, and the wrong silverware organizer ( too small for all the drawers ). The wrong items -- the wrong sizes. 
I am very upset with the handling of my complaint. We still have the wrong items, and no tracking number for the fridge frame. Our kitchen looks horrible and we are hosting for XXXX. This is outrageous and egregious customer service. 
Again, we are very disappointed with the service given us, especially since we have spent so much money at XXXX for our home build. It is very difficult getting any resolution in a timely manner and we are exhausted calling and visiting the store for answers. 
Our typical hold times are XXXX hours and when we go in person most of the management is away or in meetings for an hour+. 

We have a garage full of wrong items that we are being charged for on our XXXX card. We asked for itemization and for these items to be removed and customer service is not calling us back or providing this information. 

We are seeking immediate attention to our kitchen project and a speedy resolution to these outstanding issues mentioned above. We also want the wrong items to be removed from our bill. If they can not do this we need a reduction of the charges as we will have to hire a private XXXX to finish the job and provide the right materials. 

XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Ct XXXX XXXX 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 explanation