Rooms To Go review: heather ornelas

2/12/2020 called 8 days prior to warranty expires about electric recliner not working.. Svc guy comes on 23 says has to replace motor... Said will call and let us know if part was in stock or not. Never rcvd called we called twice they said they would call back... They never did but said if part was not in stock it could take up to 30-90 days for part. I called today still wanting to know about the part and I got that its a vendor part and that it will take 30-90 days and I told them that is a long time to go with a broken not working chair and that was not satisfying answer to me. I asked if I could talk to the manager... So I waited and heather ornelas got on the phone. She gets on phone and says yes your calling about a chair that the part is on order from vendor and it could take 30-90 days to come in... How can I help you. I repeated what she said and she said you called 8 days prior to your warranty and they came out on the 23rd and called in your part after the warranty and I was like well how was that my problem if I called in prior to expiration date of warranty. Her response was.. Did I say that did those words come out of my mouth. Did I say it was your problem? I was like wait a minute... You dont talk to a customer like that. I told her that I work with customer service myself and that I would never have talked to a customer like that. While she was saying that she was cut me off because I was shocked she talked to me that way. And I told her she was being rude and disrespectful. I asked her if I called prior to warranty expiring and they came last day that it should still be in the warranty. She said that they did their part and they are waiting on part and when they get the part and put it in and if it still does not work then we can go to other options. I asked what the other options were and she said why would I assume that the parts didnt work... I cant give you the other options til we see if the part works or not and not til then can I give you the other options because I cant just assume they wont work... So we go back and forth and we end discussion with I have to wait 30-90 days so I immediately called corporate and told them what had just happened because I was very upset and mad at the so called manager and the way she had spoken to me and the girl in the complaint department listened put me on hold and came back with we can have you a new chair out next week. I was like oh my gosh seriously and she said yes ma'am. Im thinking wow... Why didnt it go like this from the beginning. I am glad that she resolved my issue but I feel as ms heather ornelas needs to be talked to and really would like an apology and for her to take a customer service class. Or even maybe learn your policy and have them explain policy when buying.