The complaint has been investigated and
resolved to the customer's satisfactionResolved Rios Interiors — Overcharged
resolved to the customer's satisfaction
I'm not one to usually get so frustrated by a company that I write a review about them... I want to quickly warn customers and hopefully inspire RIOS to treat their customers better and make better quality furniture. They will try to short-cut things instead of taking care of the issue.
Don't get me wrong... the people are nice and they serve you cold beers while you look at furniture. However, I would give that up in an instant for quality furniture (don't think heavy equals well built) and to get rid of the headache that I am still having with this company. I don't think they are bad people... the company is just dis-functional, and their customer service in the 'fulfilling the order as promised' area is lacking.
I spent 15k at RIOS to furnish our new first home. We made the purchases 3 months ago and have received only half of the items (although they were all promised to be ready w/in a month of the order). The reason I tell you of the amount is because I want you to realize that it doesn't matter how much you purchase... they will treat you the same.
Let me first begin with the items that we have in our house already. The hutch doors do not shut evenly (though I expressed concern about this on 2 separate occasions and they promised to fix it), the hutch itself is twisted so that it does not rest on the bottom section of the hutch evenly, the 3k mesquite table was not built according to the correct dimensions that we bought (it came smaller), the console for the tv was built unevenly (31" on one end and 31 ½" on the other) and I had to shim it up on the carpet. The TV still looks like it is leaning off to the right.
There were 3 items that were well built and we are happy with.
The balance of the furniture has still not arrived and the pictures show that they do not match as promised. They told me that I must wait two more weeks to talk to the owner who is in Mexico... I've already been waiting 2 months past the original promised finish date. Last time I visited, there were phones in Mexico.
Don't give into the fact that they will fix whatever is wrong, because you have to pay for the balance of the furniture before they deliver it and they will mislead you into thinking it is fixed.
Also, they say they will customize furniture to match other items in their store. They will actually use newer/different lumber and the stains don't match. They will make promises about when it will done and then not follow through with it. MAKE SURE TO GET IT WRITTEN DOWN IN CONTRACT FORM THAT THE ITEMS WILL MATCH AS PROMISED AND WHAT DAY IT WILL BE DELIVERED. (by the way, they will try to make you pay for the shipping of furniture that they messed up on). Put that in the contract too.
Every business has problems, and any forgiving customer will understand that. However, it is how you deal with the problems that matters and if you don't make an effort to take care of your customers... it's going to get around.
I would be happy to update this review if taken care of satisfactorily.