Consumer complaint received 2021-02-21 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: SYNCHRONY FINANCIAL
State: DE

Complaint narrative:
My son is a new 1st time home buyer & a part of his new chapter of his life is getting the pieces in place to set him up including bedding. We had already decided on a regular mattress from a big box store when my sons went into the Mattress Firm store # XXXX. His sales rep XXXX made an entire presentation that not only sold my son but me too as neither of us realized the differences in our sleep situations! All of the financing & delivery options were set in motion & we were stoked! Then, we werent. It started with my delivery to my home & the base of chosen the XXXX XXXX not being able to fit thru my staircase ( as if explained to XXXX during the sale was an issue I had 3 years ago ) so my delivery was botched although was somewhat recovered by XXXX bringing a platinum base for a future delivery of the base one step down from the XXXX. Apparently with all of the sales pitch given it was not noted that the smart base does not come in two pieces but one solid one. My sons base, the XXXX XXXXXXXX, stopped working after one day. He attempted to troubleshoot the issue with customer service a few times then was told to contact the store. Spoke with our original sales rep XXXX who advised will have a replacement sent out. An appointment was set for today XX/XX/21. Over the course of this week we received updates to the wrong address, called & confirmed the actual delivery address & was assured it was going to XXXX XXXX XXXX NOT XXXX XXXX. Truck comes to XXXX. I work from home 10-11 hours a day 6 days a week therefore I can not allocate the time it takes to redirect deliveries and the miscommunication of the Mattress Firm staff. It jeopardizes the job I actually am assigned & employed to do. After a brief & uncaring conversation with the delivery people that came to my home office we Placed a conference call to the store and spoke with XXXX the store manager at the XXXX DE location store # XXXX took the info shortly determined another truck was on its way. Obviously we are both very upset & stressed. We were looking for this to be resolved once & for all with XXXX who then became extremely unprofessional and inconsiderate lacking empathy telling us to have a nice day & then hung up without an apology or assurance. The delivery personnel that did finally left my sons front door wide open while they delivered his base to his 3rd floor which caused his 8 month old puppy to run out. He had to chase her 6 blocks in his slippers in the snow & ice because of their negligence. Once he returned with her he found that his footboard & railings had been removed & cast aside without being properly put back in place. When we first made the decision to make this very large expensive purchase we didnt even think about the cost as we were completely sold on the experience & excited really really excited to begin this awesome new journey to better sleep! It was supposed to be stress relieving and invigorating. This experience has been anything but. Also since my base was downgraded I have YET to receive the reflection on the difference in my financing which is affecting my credit report and rating. I can promise this ; I will NEVER purchase or recommend Mattress Firm to anyone and write this experience to all who care to read about it.

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 monetary relief