Consumer complaint received 2018-04-28 00:00:00
Product: Credit card or prepaid card — Store credit card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: SYNCHRONY FINANCIAL
State: GA

Complaint narrative:
I wish to submit a formal complaint about deceptive practices XXXX XXXX store is conducting on consumers about furniture sales. The location I am referring to and the date I purchased furniture is listed below. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX GA XXXX Date of furniture purchase XX/XX/XXXX Details On XX/XX/XXXX my husband and I were out looking for furniture at various stores as we were remodeling our kitchen and living/dining room areas. We did not initially go into the store with the intent to purchase that day, however my husband bonded with the salesperson XXXX XXXX as he is former military as is my husband. XXXX convinced us he would give us a great deal due to this on a couch and love seat we were looking at. We ended up purchasing both in addition to a dinette set. The salesman XXXX then encouraged me to apply for an XXXX credit card for an additional line of credit and deferred interest should I pay within 12 months. I applied and was approved on the spot. XXXX then proceeded to sell us furniture protection plan for an additional fee. He explained that if ANYTHING happened to the furniture regardless as to the problem, it would be replaced. He gave several examples which made the plan very appealing, so we also added it on. 

On the drive home, I went to XXXX website to view our furniture and read reviews. I did so because we had not initially planned to purchase anything. Upon review I discovered that XXXX had overcharged us on both the sofa and loveseat we had just purchased. We were not sold the price they advertised. My husband called XXXX and we went right back to the store. XXXX redid the charges to reflect what our initial fee should have been. Had I NOT researched we would have been over charged. 

Complaint # 1 We were overcharged {$1700.00} for the sofa revised to {$1400.00} We were overcharged XXXX for the loveseat revised to {$790.00} Initial charge for everything - {$3800.00} and revised to - {$3300.00} Complaint # 2 The table we purchased became scratched on the surface, so we called the company listed on the agreement XXXX provided us - XXXX XXXX XXXX XXXX. They sent a rep out to our house who took pictures. No paperwork provided. We never heard from them again, so my husband called to follow-up. We were informed the table could not be replaced because the scratches were OUR fault. I did not contest at that time because both my husband and myself work and we did not have the time to fight. The table however now had additional cosmetic damage the faux wood chipped. My husband went directly to the store this time on XX/XX/XXXX and spoke directly with the store manager XXXX XXXX regarding our displeasure. She advised it would be taken care of as it was less than one year and there was a store warranty on the table. Again, the company sent the same rep to our home. He reviewed and went to his truck to obtain glue and other materials to fill the damage. My husband informed him that would not look nice cosmetically and we wished to have the table replaced. No paperwork provided. Again, we had to call this company for follow-up. Again, we were informed the damage was OUR fault and the table would not be replaced. This is not the information we were provided when their salesperson XXXX sold us this table or when my husband spoke with the store manager. AGAIN, we were deceived. We have only had this table 6 months. My husband called the corporate office to complain and we were told there is nothing they can do. 


XXXX XXXX should not be able to get away with these deceptive practices. I paid my invoice IN FULL in XX/XX/XXXX. I fulfilled my debt now it is XXXX turn to fulfill their end. Its the least they can do due to the overcharging drama they tried to get away with. I am very disappointed in the way they are treating me as a consumer. This table needs to be REPLACED. I hope someone can assist me.

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