Consumer complaint received 2025-01-17 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: IL

Complaint narrative:
On XX/XX/year>, I purchased a reclining chair and motorized standup desk from Ashly Furniture. I purchased these items because I ended up having XXXX XXXX XXXXXXXX and these items would make it easier for me to recover. Ashly was able to deliver these items within a few days, and that was the reason I purchased these items for Ashly. These items were delivered on Thursday XXXX XXXX. The items were already assembled when delivered. 

After receiving the items, I got the standup desk plugged in and only one side of the Desk would raise and lower. The chair I purchased had no problems. I immediately called Ashly Furniture about the desk not functioning correctly. The operator on the phone took down my information about the problem and informed me that I would get a call back later that afternoon. I never got a call back. I then followed up with Ashly Furniture the next morning. When I called this time, the operator informed me that I needed to fill out an online report on why the desk was not functioning, find the serial number on the back side of the desk. Once I did this it was going take XXXX to XXXX weeks for a tech to come and attempt to repair the desk. I told the operator that this was unexpectable and asked if I could get an exchange of the product with a working one. The operator said they could not do that. So, I asked to speak with a manager. The manager said the same thing, do the online report and then wait XXXX to XXXX weeks for a tech. I told them this was unexpectable and asked for an exchange of the item. The manager said that they could not do an exchange. I then asked if I could just have it picked up and returned, since I did not want to deal with the XXXX to XXXX week waiting period for a solution that may or may not work. The manager told me that Ashley has a no return policy. I then questioned the no return policy on defective merchandise and again they could not do anything. It cost me about 4 hours of time being calling Ashly and being on hold trying to fix this problem. At this point I contacted Synchrony Bank and filed a dispute for the cost of the desk. 

After filing the Dispute, a few months later, I received a letter saying the dispute was closed and I was responsible for the cost of the desk. This was due to Ashley no return policy. For this dispute Ashley Furniture never contacted me. 

On XX/XX/year>, I filed another dispute with Synchrony Bank for the cost of the desk. This time Ashly Furniture contacted me and offered 20 % discount on the desk. Again, I told them this was unexpectable and just wanted to return the defective item. I even offered to bring it back to the store. The operator then said they would contact me the next day about this. Ashly Furniture never got back to me. The dispute was closed a few days later saying I was still responsible for the cost of the desk. 

I filed a new dispute on XX/XX/year>. Ashly has not contacted me. To date I have filed several more disputes with no resolution.

I am disputing the amount of {$680.00} which is the cost of the desk plus sales tax on this item. The chair I purchased is paid off on the Synchrony card since I had no problems with the chair. I should not be responsible for paying for a defective piece of merchandise. I am hoping this dispute can be resolved in a timely fashion.

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