As I type this it is nearly 9:00 pm on Sunday March 20. I have in my hand a purchase contract for more than $3,000.00 worth of goods from Rooms to Go with a promised delivery date of March 19 with a time schedule from 3 to 7 pm.
Yesterday, prior to my scheduled delivery time, a customer no-service agent of Rooms to Go called to notify me that a truck had broken down and that my furniture would be delivered on Sunday March 20 between 3 and 7. When I asked Sonya for her supervisor, I was informed none was available. She gave me two names of dispatchers and then gave me the Rooms to Go 800 number and I was told to ask for these people at that number. When I called that number, I was told that Sonya had lied to me and that she had actually been speaking to me from the Dispatcher's location, one Mr. Butler.
When I asked the second customer no-service person at the 800 number for a supervisor, I was told none were available on Saturdays. When I asked for a shift supervisor I was told none were available. When I asked for the phone number where I could contact Mr Butler directly, I was told those were internal numbers only and would not be released. I notified this person that I would be leaving immediately for the Glenwood Ave location to speak with the manager there.
15 minutes later, before I could leave, Mr Butler called me. He commiserated with me, took my complaint about Sonya lying to me, about the wrong phone number to reach him, etc. He then told me that my furniture delivery WOULD take place on Sunday, and that he would bump the time to 2 to 6 instead of 3 to 7; the best he could do. He also said he would contact the Store Manager at Glenwood Ave to authorize a refund of my delivery fees.
An hour later had me on-site at the Glenwood Road store, the trailer that allegedly held my furniture sitting in the back parking lot. I spoke at length with Store Manager Richard Whitehead. He informed me that he had a LONG list of complaints with Rooms to Go's delivery SUBCONTRACTOR. He took names, assured me that I would receive a refund of my delivery fees by mail 7 to 10 days after my furniture was delivered and that I would indeed have my furniture TODAY.
Well folks, here it is. It is nearly 9:00 pm. My phone has not rung today. No phone call from a driver seeking directions, no phone call telling me that delivery would be delayed. And of course, since it is Sunday night, the customer no-service 800 number is closed (even the automated delivery inquiry returns no response to my check. The computer thinks I HAVE my furniture and have no pending delivery), and of course the store is closed.
The Glenwood Avenue store opens at 10:00 a. M tomorrow. I get to stew until then. I will be requesting a refund not only of my delivery fee, but also 50% of my pruchase price as remibursement for a weekend spent waiting for what has yet to arrive.
I made the mistake of paying for my furniture THREE WEEKS AGO by personal check. They HAVE my money. And they have broken their contract and I have no goods.
Tomorrow, either I will receive my merchandise plus a partial refund, I will receive a TOTAL refund in CASH direct form the store (not waiting for a corporate check) or, in accordance with North Carolina State Law, I will take my purchase contract to the Wake County Magistrates Office and swear out a warrant for Larceny again Mr. Richard Whitehead.
Had I thought to check online for other's problems before I made the msitake of trusting what I THOUGHT was a reputable company, I would not have wasted this ENTIRE weekend waiting for what has not arrived AND I would not be missing nearly $3200.00 of my hard earned cash.
They will pay!
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