Complaint / review text:
Hello to all.
Hopefully after you read this along with the other reports, you'll think twice about buying from Rooms To Go.
I have nothing bad to say about the actual store my husband and I visited, nor do I have anything bad to say about the delivery people (they were nice as well). The problem I had was with customer service.
Today, our bedroom set was delivered. The delivery guys set up the bed and began unpacking our chest of drawers. One of the delivery guys calls me over and said that it's damaged. I look and indeed the corner is busted and the finish is peeling off. While the guys are finishing setting up, I get my paperwork and call customer service. Now, I know it's Saturday and the lines are probably busy, so I wait and finally a lady answers... I give her my info and tell her what the problem is. The first thing out of her mouth: "Are you sure it's damaged." I told her I was sure and explained to her the extent of the damage. I told her that I would like a replacement delivered as soon as possible. She then got mad and told me I'd have to keep this piece until two weeks from now. I told her I didn't think so, I was not going to accept damaged merchandise and have Rooms To Go bilk me into keeping it. So she agreed the delivery men would take it back with them. All is fine... Or so I thought.
Part Two: the delivery men pack up and leave and as I'm surveying the room, I realize that they had not unpacked my nightstand. The delivery men hadn't been gone even a minute, so I rush outside to try and catch them, but they were gone. I again called customer service and another lady answered. I told her the situation and she said that since she could see I had signed off on the delivery that I had to have the stand in my possesion. I admitted to her I did sign off, but I was so upset about the chest of drawers, I honestly didn't think about the nightstand. I asked if there was a way for the delivery guys to come back... Here's what she told me: "No, they have already left your city." And that's what made my blood boil. I told her that there was no way, they had only left 5 minutes ago and that she was lying to me. She then told me sorry, you'll have to wait two weeks. I said no thanks, Rooms to Go can come get the furniture. The conversation ended. But the delivery guys did come back, and he said he was sorry for forgetting, that he too was upset about the chest of drawers
I know this has been long winded, and I know that deliveries don't always go smoothly, but to be brushed off and lied to by customer service was just too much. The whole "they left your city" bit was just ridiculous. The whole experience would not have been so bad had the customer service people been a bit nicer and honest.