Consumer complaint received 2016-01-13
Company: SYNCHRONY FINANCIAL
State: VA
Product: Consumer Loan
Sub-product: Installment loan
Issue: Shopping for a loan or lease

Complaint:
I went into my local XXXX to purchase a new, high-quality bed on XXXX XXXX, 2015. I knew what bed I wanted prior to going into the store. Located the bed in the store ; laid on it ; etc. The price on the bed was {$890.00} - a big price difference than what was on the website, but I was told it was a great sale due to the holiday. I opted for financing, was approved, all was set -- so I thought. It was only myself and the salesman in the store ; he kept hugging me, gave me his number -- it took FOREVER for me to leave. The transaction should have taken 15 minutes to complete, tops, but instead it took almost an hour. 

For some reason, I thought to check the invoice after I left the store. I saw " PT '', or pillow top, and was immediately suspicious, as the bed I wanted was firm. I called XXXX customer service that afternoon, not an hour after purchasing the bed. They confirmed it was not the model I wanted, but said they could n't help me - I had to go into the store because I was " given a discount ''. I REALLY did n't want to go back to the store, as it was an awkward, uncomfortable transaction. The customer service rep on the phone simply told me sorry and " good luck ''. Five minutes later, my cell phone was ringing -- it turned out to be the salesman from XXXX, telling me to come back to the store -- a little scary. I was so upset to have to go back alone that I brought my neighbors with me. 

After explaining that the bed I wanted was not the one that was ordered, the salesman walked over to the bed I had laid on, and said " oh, this sticker is for a different bed. We put it on this bed by accident. '' Well, imagine my surprise when the actual bed that I had wanted all along was NOT on sale. The salesman, even though he admitted it was the showroom 's fault, would only give me a {$200.00} discount on the now {$1400.00} bed. He told me that if I was upset with that to call XXXX customer service. I took out additional financing at the store to cover the new difference, and left, if only to get the right bed and to end the interaction. 

Once in the car, I called customer service. They were helpful at first ... but promised action which they never delivered. ( For example, the first call, I was told that " this happens a lot '' and that they would " payoff the second loan ''. ) I was told that a manager would call me back that night with an answer. That did not happen. 

Since XXXX XXXX, 2015, I have called XXXX customer service at least 7 times to attempt to talk to a manager about my situation. Every time I call, I am told that a manager/district manager/someone in charge will call me back " by the close of business ''. This has YET to happen. I ca n't get anyone with any authority on the phone, ever. I 've been told multiple conflicting stories - everything from " accounting is currently working on this and will get back to the manager when it 's done '' to " we have emailed the district manager and asked him to call you ''. 

Now, finally today when I called, I was told that the district sales manager is not willing to match the price that the bed was labeled with. Also, that he " he may or may not call you ; it is his day off ''. 

I feel that I was mislead ; that this entire sale was a complete bait and switch. Here I was, thinking I was getting a great deal on a great mattress ... only to be told that the store messed up and by the way, you owe an extra $ XXXX dollars for the bed you thought you were getting in the first place. 

Also, what is the point of having a customer service call center if they literally can not help you with ANYTHING? I 'm pretty sure if I were to call any other business or company and asked to speak with a supervisor, that I would be connected immediately. XXXX 's simply dodged my calls and hoped I went away.

Company response to consumer: Closed with explanation