Complaint / review text:
I recently purchased furniture for my three year old son's bedroom. The delivery date was set 4 WEEKS after purchase. This was fine until RTG began to advertise "next day delivery on furniture. I called 2 weeks into my "waiting period" and was told it was only for matresses and that they had no control over what their advertising department was marketing at that time! This should have been the first signal that Rooms to Go was not the company for me to deal with. Fine—Misleading advertising practices—but, I waited.
The day delivery was set, my window was from 1-5 P.M. I stayed at home all day anyway since the saleslady at the Grapevine store had told me if they show up even outside your delivery time, they do not come back. So I waited. At 5:28, I received a phone call stating they would be at my home in the next 20 minutes. I went outside, and waited, talking to a neighbor. At 5:50, I went back inside and noticed I had a message. It was Rooms to go saying that they were at my front door knocking and no one was home. Please call to reschedule delivery! I called immediately back and of course, the number given stated they were closed for business.
The next morning, knowing they had to have gone to the wrong house, I called customer service and spoke with Maria. She said "Yes Mam, they were at your house at 5:44 and you were not there." I explained to her that I was there and was outside waiting for the truck. She proceeded to accuse me of not being there and then read off a description of someone else's house! When I told her the description did not fit, that I did not have a red roof, her comment was "Yes you do, it says so right here!" Luckily, I finally talked with someone who actually knew something about customer service, but it took 5 calls!
To make a LONG run-around story short—they re-inventoried my furniture and gave it to someone else. Now, I am to wait over 2 MORE WEEKS to receive my furniture because they now say they have to wait on a new shipment from the manufacturer. A few Customer Service reps have admitted to being at fault, but this was the best they could do for me.
My store experience was a good one, unfortunately, the people they pay to deliver furniture need more training in their field—like reading a street sign or map. I have yet to hear from a manager or supervisor and have been promised by Customer Service reps that they will have one call as soon as possible—I have WAITED 2 days and counting. As for my three year old, he will just have to play musical beds for the next two weeks!
I would love to hear from a RTG employee who could HELP with this. I hate that a forum like this even has to exists. When someone has done another wrong—they should make it right.