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Stephanie of Woodstock, GA December 26, 2008
Stephanie of Woodstock GA (12/26/08)
Upon delivery of a media chesser on December 14th, we found that it was severely damaged. The screws on the hinges that were to hold the two heavy wooden front doors on the top of the chesser were stripped from the holes on 3 of the 4 hinges. Delivery personnel left the damaged and dangerous piece of furniture in our house saying they had no room on the truck to transport it back. We were assured us that Customer Service would contact us the next day and a replacement would be delivered promptly.
Customer Service never called and after 5 phone calls to them and the manager of the store that sold the item to us, the best we get is a December 31 exchange date. Customer service personnel were rude, short tempered, and refused to honor the satisfaction guaranteed policy of Rooms To Go. We were instructed to keep the kids away from the chesser?. On Christmas Eve, as my 4 year old son and my 6 year old daughter walked past the chesser to place cookies by the fireplace for Santa, the door fell of and pinned my son to the floor. All we want is to get this hazardous furniture item out of our family room.
It has been 12 days since it was delivered there has been no pick up. In the receipt pocket, it states Our policy is your complete satisfaction. Considering our experience with Rooms to Go, this is a blatant example of false advertising on behalf of this company. Also printed in the receipt pocket it states We guarantee that the merchandise you purchase will be in showroom condition upon delivery.? The item, when in the store, did not have the doors falling off the front, nor did it have the scratches. That item should never have been left at our house considering the condition it was in.
The sales person and manager of the Rooms to Go have had absolutely no influence over Customer Service, the division that handles exchanges and returns. Although we received wonderful service prior to the delivery of the furniture piece, we have experienced only the worst customer service since the item appeared in our house. We would like Rooms To Go to honor their promises as printed in their receipt pocket and on advertisements. If quality furniture items and quality customer service are promised then they should be delivered. We also would like to return this furniture item and receive a full refund for the item, the tax, and the delivery charge. This is not a small time fly by night web business, this is Rooms To Go. They should be held accountable to their promises.
We've lost the availability to 900 for almost a month and had a piece of furniture in our house that is falling apart and landing on our son for 12 days now. Brennan of Gretna, LA December 18, 2008
Brennan of Gretna LA (12/18/08)
I ordered 10 pieces of furniture from Rooms To Go. 5 of the 10 pieces were knicked in several places. I told delivery men about this and pointed it out to them and they told me that they cannot take the furniture back. They informed me that I would have to call customer service to report the knicks and then they will have to send someone out again to pick the furniture up and deliver me new furniture.
When I called customer service I was told that it wasn't so and that they would send someone out to fix my brand new furniture!!! Because the delivery men lied to me, I am now screwed. I just bought a 5,000.00 living room set that is damaged and is getting fixed and there isn't anything that they can do??????? I will be sure to follow through and take this matter further.
Sandra of Fort Worth, TX December 17, 2008
Sandra of Fort Worth TX (12/17/08)
I ordered a queen size bedrm suite @ the Grapevine Mills location (Rooms to Go)in Grapevine Texas. After finally choosing a set out of three others, once placing the order and paying the sales tax & delivery fee and getting the purchase approved through finance company we were informed on three different sets that at least one or more of the pieces were out of stock. We finally settle for a set that had (both) nightstands, and the top section of the Armoire was on backorder until Feb 20th. Our salesman was Dennis. We were not happy with this but had no other choice since all of our selections had at least one or more pieces on back order.
Delivery date was set up for Dec. 6th. We rcvd the call two days prior to w/the delivery date and time frame confirmed. The delivery men did arrive as scheduled and after working in the bedroom only a short while, informed me that they could not put the bed together due to a defective footboard. They informed me that I would need to contact Customer Service and re-schedule to have another one brought out. I explained that this was unacceptable because of the holiday season I could not arrange to take off work again as well as just receiving a phone call regarding the death of my step-mother, I would not be in state and would need to get this resolved that day. Since the Distribution center was approximately 10-12 miles away. Drivers called their Mgr and was informed that they could not do anything.
I called customer Care in the Florida call center and spk to Supervisor Bonnie who was very rude and hung up on me. Stated that they could not do anything different and they would not go outside of policy to meet my request. I called the store and spk to Mgr Dan who was very uncaring. He stated that I must have expected him to leave his store to address this issue which he could not and would not do. he said that he would send an email to the Delivery center manager and request that they send another team to meet the previous delivery men back at site and put bed together. This all happened around 830am that morning.
I never rcvd a callback until around 230pm and it was a call from the Delivery center which they hung up before I could answer. They left no msg, however when I called the number back I rcvd a recorded msg stating the center was only open Mon - Fri 8am-5pm. I called the store back and spk to Anthony who informed me that the Delivery center were calling to inform me that someone would be at my hm within an hour to put bed together. i was pleased with this and waited a while and still no one showed up. Approximately one hr later, the same delivery guys returned and stated they were not sure why they were send back. They stated they told them as well as they explained to me that they had the same defective foot board in their trk and it was nothing they could do.
I called again and spk to Dan at the store who denied telling me another team would show up and just continued to make excuses. I exp that if problem was not resolved, I would file a complaint w/BBB, atty General and also tell every customer online and in his parking lot if I ever returned to the store. he stated: Since you want to cancel your order I can have the delivery men pick up furniture now. I informed him that would not happen until my refund was received. I explained my disbelief in the customer service rendered from a company of this magnitude and exp I would never do business with them again. Dans attitude was very poor and not customer friendly at all. I exp to him I could not understand how they could waste time sending the same delivery men out w/the same defective part, but could not have someone to meet the men possibly half way w/a new part prior to sending them back to my hm. He could not exp that and only responded w/the same line. That is not the way it work. That is against policy. We cannot send the delivery men to the Warehouse to p/u a part since they were already out on their route, but they yet sent them out (detoured) from their route to return to my hm w/same defective part. When they returned, they never took the old part off the trk and stated they were not sure why they were told to return when they informed the dispatcher that the foot board was defective and that it would not work.
Now , my entire day wasted and still no bed to sleep in. I also rcvd a 60 mattress protector w/the order that I never ask for nor was I informed that it was a part of my order, however I was charged for it on the invoice. I later spoke to a Mgr at the same store that night. Mr. R who was very apologetic, very professional and inquired about what he could do to retain me. At that point I was beyond retaining. I scheduled a p/u and a refund of my taxes/delivery charges put on my visa and a cancellation of the entire order w/the finance company as well w/the exception of the mattress set which they could leave that charge on the bill w/the finance company. He informed me he would honor my request but would need to check on the restocking fee that I could possibly be charged for cancelling the order. He did this and called me back to inform me they would not charge a restocking fee, however I would be charged the delivery fee and taxes for the mattress and that would be deducted from the refund that would be put back on my Visa. He stated he had made the refund request to the visa and should only take 3-5 business days.
He called back on Monday morning, Dec. 8th to confirm that the pick up was scheduled for Wed. as I requested and they would later call w/time slot. I paid someone to stay @ my hm on Wed. however when they arrived the delivery men refuse to pick up the bottom section of the Armoire. They informed the lady at my hm that it was not on the invoice and they would get in trouble if they took it back w/other furniture. They called the distribution center and spk to a Lady (Lena or Lisa) who was very rude to the lady at my hm. She yelled at her more than once.
After my friend contacted me, the representative from your distribution center informed me of the problem and in a very unprofessional manner informed me that she couldnt get the lady at my hm to understand that. I informed her that they must take all of the furniture because I did not have rm to store it. She refused and put (Richard ) on the ph who stated he was the Mgr. He explained that if the delivery men brought that piece of furniture with them they would have to purchase it. I informed Richard I would call the store. I called the store twice and finally spk to Dan who pulled my order form and confirmed that the piece of furniture was never listed on the invoice and this is why they could not pick up. I informed him I was out of the state attending a funeral and if they did not pick it up while at the home I could not assure them when they could return to pick up. With that said he stated he would go ahead and call the Dispatcher and inform the drivers to p/u.
After checking my acct all weekend for the refund, I called Customer Care on Tuesday, Dec. 16th and inquired about my refund to my Visa. They informed me that it was credited to the visa, in the amount of (377) on Dec. 6th. As of today, Dec. 17th, I am yet to receive a refund to my Visa card. The customer care rep stated that the refund process is 7-10 days. A copy of this letter will be mailed to the BBB, Atty General and I will be filing a small claims against this company if a respond and some type of resolution is not completed within 5 business days. Thank you for your time.
Colleen of New Orleans, LA December 2, 2008
Colleen of New Orleans LA (12/02/08)
Delivery guys walked the box with the furniture in it up my stairs, end of end (not carrying it) and pushed it into my foyer. My husband asked them to pick it up. They did not, and did not remove the box after pushing it into the house. They were leaving when I asked them to take it out of the box in order to see if it was damaged.
They removed the box and the piece was damaged, I asked them to take them back and they would not, saying customer service was going to call me to do an exchange. When they left I noticed the hugh scratch across my wood floor where they pushed the box itto the house. When customer service called I told them about the damage and they said they would send a package for me to make a claim with the trucking company, that it was a separate company Rooms to Go uses.
My entry way wood floors are scratched, the damaged piece of furniture was left in the hall and parts of the delivery were not completed (glass tops). I called the manager of the store and am getting conflicting stories. They will not come get the damaged furniture until I agree to an in home exchange. I want to know when can they come get the damaged piece and when will my floors be repaired, and by whom. They will not let me speak to a supervisor at the 800 customer service number. 800-766 6786. Maxine of Braithwaite, LA December 1, 2008
Maxine of Braithwaite LA (12/01/08)
Mercandise (sofa)was delivered on 11/5/08 with leg broken so I refused it. When I called for an exchange, I was told someone would call me back for a delivery date. Someone called me back three days later to give me a delivery date of fourteen days later. I complained about the time frame.
I received the delivery fourteen days later 11/19/08 and the sofa leg was broken again. They also delivered a table with a broken leg and the wrong color. I am to receive a replacement on 12/2/08. I called and asked to speak to someone other than Crystal and was refused. My daughter called and someone told her they would not be able to make delivery until 12/20/08. I have paid for this merchandise and it is not my faul the sofa is broken when delivered on two occasions.
The gentlemen my daughter spoke with name is Trenton and I spoke with Crystal. I believe that Rooms to Go does not care about the customer. Crystal lied and said I cursed her and also lied about getting my delivery as soon as possible. On 11/29/08 I called the store and they said 12/3/08 is my new delivery date. I was also told that a store supervisor would call me back but I did not receive a call. They say all calls are recorded so I would appreciate it very much if you would review their tapes.
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