I ordered a curio Cabinet and coffee table/end set. First I must say that the sales person was wonderful. However, the delivery person broke one of the end tables which was replaced. But the glass in curio cabinet has been broken twice in an attempt to be delivered.
First time, they got it as far as the patio and the mirror broke. The second time they got it off the truck put it on a flat bed and it fell off and the glass broke. And left the broken glass in the parking lot.
I called Delivery Service and spoke to Jesse, while the delivery men were there, and told her this was the second time this has occurred. She spoke to the delivery person and hung up I don't have any idea what was said in that conversation.
I called back and the Delivery Service Manager, when answering the phone did not state her name, I her told I had spoke to Jesse earlier about the 2nd time the glass in the cabinet was broken. I asked, since this was the second time this had occurred wouldn't it be better to assemble the furniture on site? Her response was that they do not assemble furniture on site.
She stated that she could have the furniture delivered in a box but it would be my responibility to assemble it. Well I was outraged, I am not assembling furniture that was paid to be already assembled. If I wanted to do that I would have gone to (ROR redactd competitors name)!
I went to the store to file a complaint, the Office Manager was helpful by recording the complaint in the computer but her attitude was like it really wasn't her problem. Contacted Customer Service and they stated that they couldn't do anything because it never reached the home.
Lack of real Customer Service is the problem that I see with the RoomStore. The store has made the sale so they are no longer interested in the customer, anything that happens is no longer their problem. Customer Service is only interested if the product is delivered to the home, they will only replace what's broken. Delivery Manager doesn't do anything except quote that "It's not our policy" not state what she will do to ensure that it won't happen again.
I will attempt to have the curio cabinet delivered again for the third time, but as they say in baseball, three strikes you're out!
Marla
New Carrollton, Maryland
U.S.A.
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