On 8/06 my husband and I went into The Roomstore for the purpose of checking out a piece of furniture before we purchased it online. We were weary of purchasing the furniture there because we had problems 10yrs before. But of course the sales person was ever so nice and promised us that we would never again have the same problems like that because of the changes that they had gone through. We finally agreed to purchase there because of tax free weekend and the no interest credit we were approved for. Since our couch was a special order, our sales person stated that we would get our product between 4 to 6 weeks, but that they normally shipped sooner than later. We were ok with that, since we were fixing up our new home that we had just moved into 3 days before.
Since everything seemed ok with the couch, to match, my husband found his "man-chair" and I found a painting and we added to the purchase. I also called my mother, who had just purchased a new house 3 weeks prior to me, and told her about 2 items that I found that would be perfect for her. She rushed right up there (after convincing her to come, I feel very guilty now) and was given the same nice treatment. Together we spent a total of over $5000 (which is a stretch for us), and walked out of there happy... Until the first item was delivered to my mother
The first time her two entertainment centers were delivered, one was chipped and scratched very noticeably. The first driver was nice and apologized greatly. When she called to tell the store, they were nice at first and told her that she would get a new one the next week. So the next one comes, and my mom asks the driver to please look at it before he brings it in because of what happened last time. The driver said it was good, but then when he brought it in the house, she noticed that it too was broken even worse than the previous delivery. This delivery driver was horribly rude to my mom. When she asked why he said it was ok and brought it in broken, he said "look lady, do you want it our not". Of course she said no, and called our sales person. He too was horribly rude to my mom and said that he was going to have to check the product to see if it was really broken and he would get back to her. My mom was ready to return everything right then and there. I calmed her down and said maybe this is a bad coincidence, because I had received my "man-chair" ok. I called the salesman, and even though he said he didn't say what my mom said he did (whatever), he promised to get the product to my mom as soon as he can. But she was never offered any customer service credit for her inconvenience...
Now it was my turn to have the horrible problem. Four weeks into waiting for my couch, I decided to call just to check on the status. The person at the counter said that my couch wouldn't come in till Oct. 12th. That is two months after I made my order, when they promised us 4 to 6 weeks. So I wasn't mad at this point, I just asked to talk to the manager. When they said he was not available, they took a message and said he would call back later that day or the next day. Never received a call. So the next day I called and spoke to the manager and told him my problem. He stated that the salesman was wrong and that special orders take 8-12weeks. I was furious. It would have only taken 2 weeks if I bought it online. The manager said that he couldn't do anything for me to possibly get it expedited, but I needed to call back and talk to other people the next day. I asked him why he couldn't just write it down and get it done the next day without me calling, and he responded with "I am not the manager tomorrow, I only manage on Mondays and Tuesdays". At that point I asked to speak to the District Manager.
Called Cindy Garcia, left message, three days later, had to call her again. Finally talked to her, and she was not very polite. She said that there was nothing that they could do to make the manufacture make my piece faster and that if I wanted to threaten her to bring my stuff back, go right ahead because she didn't care. Which I did nothing of the sort. She apologized because she knew that what she had just said was rude, especially at that tone and then asked what else she could do. I explained to her all our problems with The Roomstore and she said well let me see what I can do, I will call you back on Monday (this was Thursday). It took me another week and a half to talk to her again, leaving 5 messages in the span of 4 days with her promise to call back in only 2 working days. The secretary of the corporate office in Dallas finally had to physically get up and walk to her office to ask her to pick up the phone. She did and said; oh I didn't get your messages. She finally promised that I would get the product by no later than Oct 2 and then offered discounts on my furniture and a small discount with my moms.
At this time, I just wanted it to be over with, so I agreed to it and was happy that she finally offered some sort of customer service and I! Politely said thank you and apologized if this was a huge headache, she didn't.
It is now Oct. 1, and I called to check on the status again. The first time I called, they said the computers were down so they couldn't help me but that they would call me back. 3 hrs went by and no calls, so I decided to check back in, the computers were up and the Operations Manager seemed annoyed that I called back (Tammy was her name). She told me that my item wasn't to be shipped till week of Oct. 8th, and without me saying a word, kept saying that "that's exactly 8 weeks after you bought it, and that's what we told you". (Mind you, I had never spoken to this person; this makes me think that something was said on their computer about my purchase and talks with Cindy) I replied with, well no I was told it would be earlier from Cindy Garcia... She interrupted with, Well then call her" (very rudely). I asked her what her name was and then thanked her for her wonderful service. She interrupted again with a "WHATEVER" and HUNG UP ON ME!!! I was so angry that I actually cried.
This has been the worst experience ever with a company! It is hard to explain the level of meanness and poor customer service that I experience through email, but if this experience could make me cry because of the rude employees and managers, a plethora of wrong information, broken and delayed delivery, and the stress to get answers and something fixed, I would beg you to, Please not purchase from here. You may think that everything is wonderful at first purchase, but it will get really bad. I am now writing to the president with my problems, in hopes that they can teach their staff the importance of knowledge, honesty, customer service and their responsibilities to the consumers.
Carley
Plano, Texas
U.S.A.
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