Rooms To Go review: Delivery

Order #16151827

Scheduled delivery of king-sized bed frame, chest of drawers, and 2 side tables for 9/3 time window 2 pm-6 pm.

Prior to the delivery date, my wife called on 8/27, 9/2, as well as chatted with a customer service rep to give a heads up that our driveway posed an issue during the last delivery so we suggested a smaller truck this time. Was told that notes were put in so the delivery team would be aware.

On 9/3, we followed the link which showed an approximate arrival, but when they got close to our address the site no longer showed information. We heard the truck's arrival up the driveway around 5:45 pm. I ran down the driveway in an attempt to flag them down. They left. My wife and I checked our phones for any missed calls. There were none. My wife got on the phone and online chat at 6 pm to attempt to talk to customer service. She was on hold for 23 minutes and was finally able to connect with corporate customer support via online chat. Kihley told us they attempted to call us. We assured her they did not call us. We even sent a photo of the phone log. She then told us they took pictures of the house. We had her send them to us and we were able to tell her that was out neighbor's house. We then sent her a picture of our house with our address on it. She apologized and offered to refund us $100 in the meantime for the inconvenience. She also told us she would remove the delivery so that we would be ensured to receive quicker redelivery. I also called the local store in Asheville around 6:15 pm to speak to our salesperson. He was unavailable so I spoke to Elizabeth in the sales department. She told me either she or the sales manager would call me back on 9/4 because they needed to go over order details. No one called me on 9/4. I then called them back on 9/7 and was told everyone was busy. I called back today 9/8 and was told they are busy.

My wife received a call yesterday 9/7 at 2:26 pm from Donisha in RTG corporate customer service. My wife asked about the redelivery of our bed and dresser. Donisha told my wife that it would be delivered on 11/9/21 and when my wife asked why that date she was told it was due to the item being out of stock. (This is very strange as the bed and dresser were on a truck coming to our house on 9/3). When my wife mentioned that she was told by the customer service rep that once items are loaded on the truck they cannot be sent back out for redelivery. This tells me that they delivered our bed, dresser, and side tables to someone else. I am very upset and feel quite inconvenienced as we took apart our bedframe and disposed of it due to the delivery date of 9/3. We have no bed to sleep on.

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