On Oct. 10th I ordered an entertainment unit. The day before delivery, Dec. 11th, the driver called to inform me that one of the three pieces was damaged (broken glass). Did I want the other 2 pieces delivered? I told him no.
I called my salesperson back 3 days later (that was the earliest I could reach her, no one else would help me because they work by commission). She advised me to re-order the broken unit as that design was shortly to be discontinued. She couldn't tell me when it would be in, so I cancelled the entire order and asked for my $ back (I had already made 1 payment).
I hadn't received my refund 3 weeks later, so my husband called and spoke to the store manager, who told him the cancellation was not in the computer. She talked him into re-ordering all 3 pieces (turns out they had plenty of this "discontinued" line in the system).
The same thing happened again, broken glass, phone call from driver, ect. After speaking to the manager again, I cancelled the order, but as of this moment, on Jan. 10th, have not received a refund.
During the course of this thing that lasted 3 months, not one person said "I'm sorry", "What can I do for you"? Nothing, until my very last conversation with the store manager. She apologized profusely, and promised me a $100 gift certificate. I plan to mail it with my complaint to the corporate office, if I ever actually receive it in the mail.
This short note doesn't even come close to listing all the phone calls to Customer Service and the store, trying to reach someone who can resolve this problem. I will never again step into any Rhodes Furniture store.
They lost a customer who in the past 2 years had purchased over $3500 worth of furniture. The entertainment unit was another $2000. I hope someone at Rhodes reads this and realizes how much $ they are losing by not having an adequate relationship with customers.
0 comments