Consumer complaint received 2019-08-13
Company: SYNCHRONY FINANCIAL
State: MO
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
I am writing this at XXXX am due to the inability to sleep on the mattress I purchased from Ashley home. I am completely dissatisfied since I am now suffering from over 30 sleepless nights in which all are still within the trial period. 
In XX/XX/2019, I opened an Ashley home account to purchase a XXXX King sized 8 Cooler - Firm XXXX and an XXXX base with massage from Stash Home in XXXX ( an Ashley home furniture store at the recommendation of our salesman. The cost of the purchase {$8300.00}. 
The mattress was delivered and charged to my account XX/XX/2019. 
Nights after night after receiving the bed, I could not sleep and within the first week of sleeping on the mattress, I began having XXXX XXXX XXXX XXXX of which I did not previously suffer and although the mattress supposedly is cooler, my fianc and I both feel hotter and have not slept through the night since having the mattress. My fianc too has many nights that he cant sleep through the nights. After 3-4 nights of sleeping on this same mattress, my fianc started suffering XXXX XXXX  too and Within approximately 6-7consecutive nights of struggling to sleep a night, I contacted the store to discuss exchanging the mattress since I initially thought the problem was the firmness of the mattress. 
Show Quoted Content The mattress was delivered and charged to my account XX/XX/2019. 
Nights after night after receiving the bed, I could not sleep and within the first week of sleeping on the mattress, I began having XXXX XXXX XXXX XXXX   of which I did not previously suffer and although the mattress supposedly is cooler, my fianc and I both feel hotter and have not slept through the night since having the mattress. My fianc too has many nights that he cant sleep through the nights. After 3-4 nights of sleeping on this same mattress, my fianc started suffering XXXX XXXX too and Within approximately 6-7consecutive nights of struggling to sleep a night, I contacted the store to discuss exchanging the mattress since I initially thought the problem was the firmness of the mattress. 
When I called the store, I was initially informed that their guest relations department would contact me by the next day to discuss a remedy. 
Two days went by and since I was still suffering sleepless nights and now irritated because of not receiving adequate rest and since I still had not received a call, I contacted Stash again and told the representative that I was renting a truck and will be returning the mattress that day because it only were we caused sleepless nights but the base had stopped working. 
That afternoon a guest relations representative contacted me and told me that I had to sleep at least 30 days on the mattress to comply with the warranty. I called the Stash store and spoke to XXXX manager of the store to explain how both my fianc and I are suffering sleeplessness due to this product and the base is not working. XXXX kindly informed us that the base was accidentally reset and helped to fix the base issue However XXXX politely explained that sleeping on the bed takes getting use to and to try it for at least 30 days. 
Show Quoted Content Two days went by and since I was still suffering sleepless nights and now irritated because of not receiving adequate rest and since I still had not received a call, I contacted Stash again and told the representative that I was renting a truck and will be returning the mattress that day because it only were we caused sleepless nights but the base had stopped working. 
That afternoon a guest relations representative contacted me and told me that I had to sleep at least 30 days on the mattress to comply with the warranty. I called the Stash store and spoke to XXXXl manager of the store to explain how both my fianc and I are suffering sleeplessness due to this product and the base is not working. XXXX kindly informed us that the base was accidentally reset and helped to fix the base issue However XXXX politely explained that sleeping on the bed takes getting use to and to try it for at least 30 days. 
At his advice, we continued to sleep on the mattress and again night after night we went sleepless. I could no longer accept not sleeping and reached back out to XXXX to exchange the bed for a softer version since the issue was believed to be caused by and due to the firmness of the mattress. 
Again I spoke to XXXX to inform him that not only was the bed causing continuous sleepless nights for us but my XXXX XXXX XXXX XXXX was becoming more severe. 
Upon hearing my issue of sleepless nights due to the purchase of this product, XXXX, Stash store manager reached out to guest relations team and received approval to exchange the the mattress for the so called softer version. 
Show Quoted Content At his advice, we continued to sleep on the mattress and again night after night we went sleepless. I could no longer accept not sleeping and reached back out to XXXX to exchange the bed for a softer version since the issue was believed to be caused by and due to the firmness of the mattress. 
Again I spoke to XXXX to inform him that not only was the bed causing continuous sleepless nights for us but my XXXX XXXX XXXX XXXX  was becoming more severe. 
Upon hearing my issue of sleepless nights due to the purchase of this product, XXXXXXXX Stash store manager reached out to guest relations team and received approval to exchange the the mattress for the so called softer version. 
Within the following week the Stash delivery team delivered XXXX XXXX XXXX - Soft, took photos of the existing firm mattress to confirm the condition of the mattress and took the firm. 
Although still within the 30 day trial period and 90 day guarantee of the initial purchase of the original mattress and after exchanging the mattress, I am still suffering sleepless nights and back and neck pain. So again I have to contacted the store and leave multiple messages for XXXX because we continued to suffer sleepless nights since the arrival of the softer version. 
We now sleep on our living room sofa to get any rest. 
The mattress is still too firm and uncomfortable. 
Show Quoted Content Within the following week the Stash delivery team delivered XXXX XXXX Cooler - Soft, took photos of the existing firm mattress to confirm the condition of the mattress and took the firm. 
Although still within the 30 day trial period and 90 day guarantee of the initial purchase of the original mattress and after exchanging the mattress, I am still suffering sleepless nights and XXXX XXXX XXXX XXXX. So again I have to contacted the store and leave multiple messages for XXXX because we continued to suffer sleepless nights since the arrival of the softer version. 
We now sleep on our living room sofa to get any rest. 
The mattress is still too firm and uncomfortable. 
I started a new job and almost drifted to sleep in front of my peers and superiors due to not sleeping at night. I really need to sleep as it has now been weeks since I have had a good night 's rest. 
We were told we must sleep with a mattress pad on the bed to maintain the warranty and therefore we have the highest quality, thickest, and most expensive mattress pad on the bed since day one which is also a reason we can not feel any cooling of the mattress. The mattress pad protects the bed but also makes the bed warmer which causes for us to experience an influx of heat. 
Because we had already done 1 exchange, XXXX stated that he could not approve the return of the bed however he would reach out to the guest relations team to contact me. 
The following day guest relations contacted me and stated that they would not be able to return and refund the mattress when I discuss the reasons why the agents simply stated that we did not sleep on the bed for full 30 nights and since the bet was already Exchanged one time they could not honor the return of the bed although there is a 90 day satisfactory guarantee on the bed. 
I asked the rep if the Ashley store could return and refund the bed and she stated that decision would have to be made by the manager I have since left several messages and now no one is contacting me back we continue to suffer sleepless nights I have made a XXXX appointment due to the XXXX XXXX XXXX XXXX that Im suffering from sleeping on this bed and again night after night I have to sleep on my sofa Instead of an {$8000.00} bed. This is not only been the worst experience Ive ever had with a purchase but I am now seeking assistance from the XXXX XXXX XXXX and Attorney General with this matter I just want to return and refund this bird purchase. I even told the store that Im willing to purchase a mattress with a some type of pillow top version Since I realize the reason theyre not allowing me to return and refund this bed is because they do not want to lose this large purchase in their store However no one should suffer this amount of pain and sleepless nights from a store recommended purchase. I am completely dissatisfied with the mattress due to the many sleepless nights, XXXX XXXX XXXX XXXX, and lack of regard for the The complete CUSTOMER SATISFACTION GUARANTEE they advertise.

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