My husband and I purchased a game room package from Rec Whse in Allen. We were told in September that if we went ahead and made a deposit that it would hold the price and guarantee the package when we were ready for delivery. After we moved into our new home, we went back up and signed paperwork and were told that we would be contacted later that afternoon regarding delivery (10-4-07). Our sales person said it wasn't necessary to check stock on anything because he was sure they had it all. For a week afterwards, we repeatedly contacted the salesman to find out when our gameroom would be delivered. When the installation company called to schedule delivery we were told by them that part of our product was on backorder and that's why they hadn't called us yet; that it was Rec Whse's responsibility to advise us of backorder. They brought out furniture 10-13-07.
As they began putting things together, we noticed they had the wrong color felt - salesman put the wrong color on all the paperwork. We had furniture in our gameroom that we didn't order and were missing furniture that we should have received. When I called the salesman to tell him of the mishap, he began to tell me that we got what I had ordered and that it was my fault for not reading the paperwork and so-on & so-on. Was extremely unprofessional and rude. I was told that I was to keep what I had and they would call me to schedule delivery on the rest later. Knowingly, I had not paid for part of the furniture we had and the part that was missing was not even on our order. This was told to me by the installers who were very apologetic and helpful. So, we agreed to keep the wrong color felt. Agreed to keep the furniture that wasn't ours because I couldn't get the rude salesman to listen, and agreed to wait for delivery on the part that wasn't on the ticket.installation process was complete, and paperwork was signed when the store manager (Dwayne) called the installers to say that we did infact get furniture that did not belong to us and that we weren't charged for, so they were instructed to load it up and take it back. Salesman had a completely different attitude after his boss pointed out his mistake. He assured me that he would get the paperwork fixed and call me back to let me know if they had the bar in stock and let me know when we should get it. He never called either of us back. My husband got upset and called the store manager and asked him to take over. BIG (ger) mistake! Dwayne has done absolutely nothing for us, hasn't followed up, hasn't informed us when we would get the rest of our gameroom - didn't inform us the product was on backorder. Today, 10-29-07, still no bar, still no calls... I've already received bills for furniture that we don't have. Every time we call, everyone is with customers, no one returns phone calls - I could go on and on with all the calls daily for over 3 weeks now that we've made to them. They've given the impression that they don't care. They made the sale, now they are done with us is exactly how they've treated us. I've been reading all the reports online about Rec Whse and the way they treat their customers and I am appalled!
I can't believe that a company so large has such poor customer service. I spoke with my Aunt this past week who purchased a spa from the same store and had a similarly poor experience with the customer service/communication. I have to wonder after reading all of the other dissatisfied customers if this is how Rec Whse trains their management to treat their customers.
I won't ever recommend Rec Whse to anyone. I'm paying for something that I don't have and I can't get anyone to tell me when I will get it. It is extremely frustrating!
Kelli
Murphy, Texas
U.S.A.
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