Below is the detail of my complaint copied from an email directly sent to the RoomStore on the contact page from their website. I just want this fixed and for my sales order to be corrected in case I need this warranty in the future. If not, I want my card credited and my account closed. This isn't how customers are supposed to be treated!!!
I recently purchased a bed set from your Willowbrook Store that I have charged over $3000 on my credit card for. Upon purchasing the bed, I purchased a warranty for it. My understanding from my sales rep was that the warranty covered any accidental damage that could occur. Upon signing my sales contract the verbage from my sales rep directly stated this as well as went over the price that I was paying for my furniture.
So now, only 3 weeks into having my bed I have a problem. I called the store to find out the steps to take in processing a claim against my warranty and during that conversation I was advised that the warranty that I was charged for was not that of the one that I was under the impression that I purchased, but instead an extended warranty for manufacturing defects.
I have tried to rectify the situation with my sales rep (Anna) on Sunday, July 3rd. This conversation with her led to a phone call being made to my home that evening by a gentleman who advised my husband that someone would be calling me at a later time to set up an appointment for someone to come out and either repair it or replace it if it couldn't be repaired.
On Tuesday, July 5th, I called the store and spoke with Maria (a sales manager or supervisor) who advised that she would get in contact with someone and call me back to let me know what the outcome was but that it may be until the 6th before she could call me back.
On the 7th, I called the store again because I did not hear from Maria. This time I spoke with Pam Schroeder who again I had to explain my situation to. She told me she would make some phone calls and get back with me as soon as possible. When she called me back she advised me that she had spoken with Cindy Kyle who was a Customer Relations Manager and that she said that they wouldn't do anything to help me.
At this point, I'm upset because first I was charged for something that I didn't want, and secondly when I needed something I thought I purchased I am being left out in the cold with no one to help me. I did express to Pam that I feel that I shouldn't be held responsible for a sales rep that wrote up my sales order wrong and that I should have the coverage that I requested and that was explained to me that I was getting upon signing my sales order. Pam told me that I should have read my sales order and I told her that when I looked at it again, it simply stated something about a 3 year warranty, but didn't give detail about it and that before I signed my sales order Anna had gone over it with me and described in detail what I was being charged and what each line meant. Also, her verbage confirmed to me that I was buying the warranty that would replace or repair my furniture in the event of an accident.
So because I trusted my sales person and signed what I believed she had just described to me and was wrong, I am having to pay for her error. I want to speak to someone who will rectify this situation for me or take the bed back, credit my card and close my account with the Roomstore. I expect PERFECT customer service! I work in a professional, customer oriented environment and know what customer service means. I hold a position that entails handling escalated situations, so I know how to handle situations. I also know that if someone in my group were to make an error or misrepresent my company, then it would be me to rectify the situation in a manner that would benefit my company by keeping my customer and helping them at the same time.
I know the true meaning of customer service and live by it. If I am wrong, then I admit it and take responsibility. You guys, on the other hand, are saying that you won't take responsibility for the misrepresentation of your employee and don't value me as a customer. I also know what it is like to have dishonest customers who only want what benefits them. I am not one of those people! I just want to be treated with respect and when I decide to make such a large purchase, I expect for it to be correct. I will go to whoever necessary to correct this error on your sales rep's part and to get someone to just listen to me. $3000 is a lot of money and I don't expect for this to be taken lightly. I live by one rule in business and that is to treat EVERYONE how I would like to be treated and serviced, because I never know when they could be servicing me. I expect that in return
Vanessa
Houston, Texas
U.S.A.
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