Complaint / review text:
On July 20,2005 I purchased a living room set from Rooms To Go. Even though there slogan is "Get it the next day" I was told one of my pieces was not in stock and therefore I had to wait and schedule a delivery.
The delivery was scheduled for July 28,2005. The salesman told me that we would receive a phone call letting us know the delivery time window. On July 26,2005 I received an automated call stating they are confirming my delivery between the hours of 11am - 3pm.
This was not a problem, because I am a stay-at-home mom and would be here for the delivery. Unfortunately though, my family and I were going on a trip. We were scheduled to leave by 4:30pm. I had already paid for our hotel room and we needed to be there by 8:00pm.
On July 28,2005 I sat and waited all day long for my furniture to be delivered.
3:00pm - no furniture
4:00pm - no furniture
5:00pm - no furniture
I started calling customer service at 3:30pm asking what was going on. I have never talked to people so rude! I have been in customer service for over 10 years and I would never have treated a customer the way I was treated. I would have been FIRED on the spot!
I called 3 different times and each person was rude. They told me I had to call back in 48hrs to reschedule a delivery date. They also told me the 4 hr window I was given was just a "courtesy time" & that all deliveries were made on an all day delivery status. Of course no one told me this. They wanted ME to call back in 48hrs when it was not my fault they were running so behind.
I then told them to just cancel my order & give me my money back. Each customer service rep told me they would only refund 80% of my money. 20% went toward a restocking fee. WHAT??? Why am I the one getting screwed when it is all of their fault.
Finaly at 5pm on July 28 we left for our vacation. Now it is Monday August 1 and still —NO FURNITURE. My husband made a call to them this morning and was given the run around again. He was also told that the next delivery date would not be until August 28th. He told them that if they did not refund all of our money my next monday he would call the local District Attorney's office and file fraud charges on them. As of now, we are waiting for a "manager" to call us back. I am not holding my breath! Unfortunately for Rooms To Go, my husband used to work for Bexar County Sheriff Department and knows almost everyone at the DA's office. So we will see how it goes.