Consumer complaint received 2024-12-16 00:00:00
Product: Credit card — Store credit card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: SYNCHRONY FINANCIAL
State: NM

Complaint narrative:
On XX/XX/year>, we purchased a sofa, loveseat, and chair at Ashley Furnitures XXXX XXXX, financing the purchase through Synchrony Bank. The showroom furniture was labeled and advertised as 100 % top grain leather in the seating areas, and was very comfortable. The total purchase price, including delivery and a protection plan, was {$3700.00}. 

When the furniture was delivered on XX/XX/year>, we realized it was not what we ordered. The delivered items were upholstered in a synthetic material made from leather scraps and shavings, ground into fibers and combined with synthetics resulting in a far inferior in feel, resilience, and comfort. Comparing the Material Content labels we confirmed the discrepancy Showroom tags stated 100 % leather, whereas the delivered furniture indicated 50 % leather. Delivery personnel hurried us through the process, requiring me to sign a blank XXXX screen before inspection ; a bait-and-switch tactic. 

I contacted Ashley Furniture within XXXX hours, well within their XXXX reporting window for discrepancies. The Floor Manager referred us to Ashleys Guest Response Team. Despite multiple calls and providing photographic evidence, we were met with Ashleys rigid no-return policy and were ignored or redirected to unavailable managers. Unable to resolve the matter with Ashley, we filed a dispute with Synchrony Bank. Unfortunately, Synchrony compounded the issue by mishandling our case and refusing to act in good faith.

Fraudulent Business Practices by Ashley Furniture : 1. Bait and Switch : Ashley misrepresented the products we purchased, delivering inferior goods instead. 
Despite providing photographic evidence that the delivered items did not match the showroom samples, Ashley Furniture refused to address the issue or offer a resolution.

2. Misrepresentation of Costs : Warranty costs were misrepresented during the sales process. The salesperson, XXXX XXXX, stated that the total warranty cost for all three items would be {$500.00}. However, the contract reflected a cost of {$750.00}, and this amount was not disclosed on the front page with the item descriptions.

Delivery, which was promised as White Glove Premium Home Delivery at no cost ( as written in the contract ), was later charged at {$260.00}.

3. Exhaustive and Confusing Sales Process : The sales process was unnecessarily long and disorganized. XXXX XXXX frequently altered cost figures ; juggling furniture costs, delivery, and protection plan leaving us confused and exhausted.

4. Refusal to Resolve the Issue : When we brought these concerns to Ashley Furniture, they denied any responsibility, citing their no return policy. This policy, paired with the bait-and-switch practices, creates a system where customers are effectively trapped into paying for items they did not order.

Questionable Practices by Synchrony Bank : 1. Dispute Mishandling : After Ashley Furniture refused to address our concerns, we turned to Synchrony Bank to dispute the charges. Despite providing substantial evidence of fraud and misrepresentation, Synchrony Bank continued to deflect our dispute as a quality issue and denied our claim twice without explanation.

2. Failure to Act Impartially : Synchrony Banks close partnership with Ashley Furniture raises concerns about their objectivity in handling disputes. Despite our persistence, Synchrony Bank has failed to recognize the bait-and-switch tactics used by Ashley Furniture. By dismissing our claims without explanation, Synchrony Bank failed to protect us as consumers and acted in a manner that appeared to prioritize their business relationship with Ashley Furniture over their regulatory obligations.

Impact on Us as Senior Consumers : We are elderly consumers with excellent credit scores ( both well above 800 ) and are not accustomed to dealing with such fraudulent practices. The emotional and financial stress caused by this ordeal has been overwhelming. Ashley Furnitures bait-and-switch tactics and Synchrony Banks dismissive handling of our disputes have left us burdened with unjust debt and no viable recourse.

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