Consumer complaint received 2018-09-23
Company: SYNCHRONY FINANCIAL
State: GA
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:
I purchased a sofa and love seat from XXXX XXXX XXXX back in XX/XX/2017. I paid {$1000.00} cash and financed approximately {$1900.00} through XXXX XXXX. 

The furniture were delivered in a defective condition, and XXXX XXXX did in fact acknowledge that the furniture were defective and promised to exchange them. However, every time I had an appointment with the merchant to deliver the furniture, it was always an issue. Either that they had too many deliveries that day so they could not deliver my furniture as scheduled, or they changed the time usually at the last minute. Due to work and other obligations, I was not able to accommodate the last minute changes. XXXX did everything to prevent the exchange from happening, but on paper they made it look as though they are trying. Having wasted several days waiting for XXXX XXXX to deliver the furniture, I decided that I would not continue to waste my time. As such, I gave XXXX an ultimatum that I needed a set time for delivery of the furniture. XXXX countered with a two hour time frame instead of the standard four hours. I agreed and we scheduled yet another delivery, but again, XXXX failed to deliver the furniture as agreed. I went back and forth between the local store and corporate office until I started experiencing XXXX and XXXX. Therefore, I decided to just accept the four hours time frame and cut all ties with XXXX. So I scheduled a delivery a few weeks ago, but the time frame was once again changed at the last minute. I could not accommodate the changes as I had other obligations. 

After waiting for XXXX XXXX to contact me in order to get the furniture delivered, I decided to follow-up to set up the delivery. To my dismay, I was informed by the corporate office that the furniture could not be delivered as it was no longer active. The manager that I spoke with promised to investigate the issue and get back to me to schedule delivery. To date, she did not call back. 

Therefore, I contacted Synchrony a few weeks ago to see what could be done to force Ashley Furniture to exchange the defective furniture. I explained the situation to the Synchrony representative just as I explained it here. However, I received a letter from Synchrony two days ago, stating that the investigation was concluded and there was " no billing error, '' and that it ruled in the favor of the merchant. Along with this decision there were billing information as well as a picture of my home. This is appalling as I did not dispute the charges nor the initial delivery of the furniture. I opened the dis put because XXXX XXXX has acknowledged that it delivered two pieces of defective furniture to my home, and agreed to replace them but failed to do so. As a result, Synchrony had the option to force XXXX to take corrective action but failed miserably to do so. Further, Synchrony also stated that XXXX has been trying to reach me but was unsuccessful. This is absolutely false as I'm the one who has been chasing XXXX. No one from XXXX has reached out to me to resolve the issue. How can you accept what XXXX has told you without anything to substantiate it?! NO ONE CALLED ME. It can be argued that Synchrony has no interest in assisting me since I have paid back over {$1400.00} from the {$1900.00} balance, and they're still billing me for the {$560.00} that is outstanding. Absolutely awful!

Company response to consumer: Closed with explanation