June 16 we went in search of a bed set that was being purchased for us as a wedding gift. We went to Rooms To Go and searched for the perfect bed. We found what we liked, and it was a discounted floor model because the model was discontinued.
We talked with the sales representative about the set, and found only one scratch on the Armiore, which was no big deal at all. The rest of the bed set including chest of drawers, mirror, bookcase headboard, footboard, storage drawers, dresser, night stand and a lamp.
We checked the products thoroughly and found everything was functioning properly. We made the purchase, and contacted a professional moving company, Home of the Brave Movers, to pick up and deliver to our home. The sales representative, Stephanie Floyd, said that because it was a floor model discontinued, they could not deliver. She recommended 2 moving companies, but we already were familiar with 2 we have previously used.
Stephanie said that she would have the set dismantled on Sunday, June 17 ready for pick up on Monday, June 18. We were to call an hour before just so they will be aware of the arrival of our moving truck.
We called on Monday, June 18 approximately 11 AM to inform them of arrival of the moving truck to be there at 1 PM. That gave them 2 hours notice. When my movers arrived with his 24 foot long EMPTY trailer, at 1pm on Monday, June 18, for pick up, the bed set was STILL on the floor room just starting to be dismantled.
We had to pay an extra $100.00 for an extra hour because it was not ready for pick up.
My mover and his employee stood around watching as the employee's at Rooms To Go were beginning to dismantle the bed. The mover inquired to the manager about the damage in the lamp. The lamp which had been in PERFECT condition at time of purchase, had a huge knick at the top near the bulb area, and the shade smashed as if it was dropped. The manager (Mike) said that it was no big deal because we bought the set at hundreds off the original price.
My Movers then noticed that the employee's who were breaking the bed set down, as unbelievable as it sounds, were using pliers to remove an allen key bolt by ripping it out of its place and dragging pieces over the footboard making a fresh gouge in the pine wood. At that time, my movers took over and began dismantling the bed bolts with the proper tools. As soon as the bed was dismantled the Room To Go employee's put the drawers back in their place and began to bubble wrap the products.
When my movers left Rooms To Go, they called me on the way to let me know what took place in detail.
When they got to my house, we helped them bring in all the furniture and they showed us the damages that occurred in their presence and illustrated how the employee's at Rooms To Go took things apart. When we put the bed together, the damaged allen key bolt that was yanked out by pliers was replaced with a new one, but no nut to go with it to secure the bolt in place.
We found splinters in the backboard on the headboard, that were not previously there when we purchased the bed set.
Once the bed was set up, we pulled the bottom left side drawer out to put bed sheets in and it fell apart. (We checked all drawers at the time we were considering purchase).
We called Stephanie to discuss the issues at hand. She was open at first to listen, but then became very defensive about how the employee's who break down the bed sets could do no wrong and began arguing with us. We explained how the lamp was damaged and how it wasn't at time of purchase. She then said that she would be willing to replace the lamp and go over with her manager the situation.
We went into the store in person to speak with her and the manager. A manager (Debbie) who was not present on the day of pick up came out and said that one of their employees, while on a cigarette break, SAW our movers drop the lamp putting it into their truck and trying to close the door to the 24' (which was completely EMPTY) trailer ON all the furniture. Yet, (Mike) the manager who was there on Monday, June 18th was inquired about the lamp being damaged before it left the inside of the store. They did not replace the lamp.
Debbie then began to say that we were coming up with 3 stories and accused us of not making 3 stories match as if we were lying. Manager Mike (who was present on the day of pick up) was not there but we were instructed to talk with him on the next day.
I called the Rooms To Go customer service out of Florida to inquire about this further, and they said I would have to talk with the store in which the purchase was made. When I called the Rooms To Go where we purchased the bed set, Laura took my number and name, but there was no return call.
We have pictures of all the damage stated above. We can submit those as needed.
Greg
Saginaw, Texas
U.S.A.
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