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On May 15, 2011, I came in to the to purchase a living room set, using the Rooms To Go credit card I was pre-approved for. Jill was nice enough to show me around and answer all me questions. She advised me that the set that I was getting had the table set on back order and will be available after the 1st of June 2011, but everything else can be shipped as soon as possible. She processed the card and advised me that I needed to pay for the taxes and the delivery fee separately from the based cost of the furniture. I was not prepared to pay for the tax and delivery charges, she said she is can hold the furniture for me using my credit with RTG and instructed me to come back as soon as I am ready to arrange the delivery for the furniture.
Two weeks pass (5/27/11) and I was ready to pay the taxes and delivery fee, I was told by the clerk at the finance office that I will be receiving my furniture in three delivery, with the sofa sleeper July 7th, 2011, but she assured me that this will not be the case, she will send an email to the buyer to request for an earlier release date. Now this is when the headache started, a week later I called back to follow up on the buyers response and was told by Christine that since we just had a holiday the buyers did not have time yet to response and that she will call me back the next day. The next day no call back, I called again and got Susan on the line and was advised that she has not received a response from the buyer and promised to call me back the next day. No call. On the third attempt I finally got a supervisor and she was able to move the date earlier on the 24th of June and promised to call back to report on her attempt to get the delivery date earlier. No call back.
Here is my point of passion, I do appreciate being misled by my sales clerk using terminology such as placing your furniture on hold, because I know for a fact that the computer would flag or notify her, such as what happen with the table, that the item is on back order. I have a feeling that the furniture was available at the time of order and was just sold to someone else, while waiting for me to set up a delivery date. The part that upsets me the most is that the customer service I received in attempting to receive my furniture, was poor, lack of understanding, and careless.
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I ordered my bedroom suite on Sunday 7/20. I was told it would be delivered on Tuesday, delivery came and dresser was damaged. I was told that "MAYBE" they could get back out on Saturday, this was unacceptable since I paid for "EXPRESS" delivery, and I was not going to wait several more days for my dresser, I have clothes sitting in laundry baskets. The customer service department was rude, neither customer service manger returned my phone call, nor did the store manager. When I was told by the Sales Rep who's actual sales strategy was promoting their "FAST DELIVERY" that the earliest would be "FRIDAY OF THIS WEEK OR WEDNESDAY OF NEXT WEEK" I told him that I wanted a refund for my delivery fee, he said that the manager would only give me $50. That is not acceptable; since they didn't deliver like they should have they should return the fee of $120 that they charged me, not just $50.
I Bought a bunk bed for my son in mid June of 2008. I was told that it woulf be back ordered until July 30th (no problem) I gave the sales person my change of phone number since they had an incorrect one, paid cash and was on my way to run errands. July 29, no call. So I called them, they had the wrong # and never even tried my cel phone. Bed would be delivered on the 30th between 12-4. 11:00 am they call and say the driver was in an accident and it would be between 4-10pm. 10 pm! are you kidding me? ok no problem. well when they called at 8:30 that night and said it wouldn't be until tomorrow I was not happy. I called very upset and demanded my delivery fee be refunded. no one could do anything for me. Finally got a manager at the store on the phone who agreed to refund the delivery charge, but only after I had the bed in my possesion. That's when the stories started to change, it wasn't an accident the truck broke down. Then it was becausethe driver never showed up for work. Well I agreed to the next day delivery and felt that those of use who were being put off should be the first stops that day. Well, 10am and no call. So I called and was told by the store manager that my time was between 12-4 and I was to be be the first delivery. 4:30, no call or bed. Called manager again. He said they would be calling me with in the hour, delivery driver had some problems. At this point I was so ticked off I couldn't see straight. I asked for my money back and I didn't want the bed at all. The manager agreed So I went dpown to the strore to get it in writing. That's when he told me the driver decied to do the delivery list backwards and that's how I ended up last. HUH? These guys don't work for you? You don't tell them which deliveries need to be first? especially since you have a disgruntled customer? I had taken two days off work unpaid for this crap. Who is in charge? I have now ordered the bed from a different company, (it has already been shipped, will call me to deliver at a time easy for me even if it has to be a weekend FREE SHIPPING ) I'll have to put the bed togehter myself now, but who cares, it's not like they have devlivery guys that can even find thier way out of a paper bag. I hate rooms to go and I have no idea whay anyone would buy from them. Half the time you don't get what you order (it took 4 devilery days and three months to get my dinning set right) and the damn "dispatch" people act like they are giving you thier first born child when you simply ask them to DO THIER JOBS!
I’m sorry to hear about the problems you experienced with your new order, and not being contacted appropriately. However, I do see that our call center has been in contact with you with good news in regards to your request.