Consumer complaint received 2026-06-18 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: SYNCHRONY FINANCIAL
State: NJ

Complaint narrative:
XXXX I took Delivery of a Dining table & 6 chairs purchased from XXXX XXXX & charged to my SynchronyXXXX credit card . Within 8 months a leg fell off of 5 of the 6 chairs. I reported this to XXXX & was told " this is normal wear & tear. '' My wife & I are XXXX XXXX, no children in the household & not grossly overweight. Evey chair isn't even sat in every day. In good faith, I attempted to directly resolve this with XXXX. I even wrote to the President of XXXX ( XXXX XXXX ) back in XXXX, & to this date have not received a response. In XXXX XXXX I initiated a chargeback request with Synchrony Bank for Quality of the product & FAILURE OF THE MERCHANT TO HONOR THEIR WRITTEN WARRANTY. I have now opened the original chargeback request plus an additional 3 appeal requests. Each time Synchrony sends me a digital letter telling me my request is denied because the Merchant has " addressed the quality concern. '' Each time I inform Synchrony that no one from XXXX has reached out to me & their response is a lie. Yet, 3 times so far Synchrony has denied my request without evidence from XXXX that the Quality issue is resolved. Each time I ask Synchrony " WHY ARE YOU NOT RESPONDING TO MY ALLEGATION THAT XXXX IS NOT HONORING THEIR WRITTEN WARRANTY '' which is on the reverse side of my purchase order. It states that within 1 year from date of delivery, XXXX, at their option, will repair or replace any defects. BOTH PARTS AND LABOR will be covered by them. Again, today I called Synchrony and asked why XXXX XXXX failure to honor their written warranty isn't sufficient grounds to justify the chargeback? Also asked why my warranty claim hasn't been addressed? I was told they were not able to respond to that. At this point, I am requesting that your agency look into whether Synchrony is handling this investigation as an " arm 's length transaction. '' I understand that I am only XXXX XXXX XXXX XXXX XXXX is a major merchant of Synchrony. At this point, I am challenging if Synchrony is representing my interest in good faith as a customer of theirs also. It appears to me that all they are doing each time is asking XXXX for permission to generate the chargeback, which in my opinion will never be given. Additionally, today I attempted to contact Synchrony 's President 's office ( I had written to him previously without any response either ) & corporate offices in Connecticut. I received the same message at each number " This mailbox is full and is not accepting any additional messages at this time. '' I am going to guess this is because Synchrony is inundated with consumer complaints and assume it is because they use the same Service business model as XXXX. It is now 5 months that I have been dealing with this issue through Synchrony. Any assistance you can give me in resolving this matter will be most appreciated because Synchrony has left me without remedy. 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