Rooms to go
Terrible customer service

We bought a $4000 set of furniture on a Sunday, and wanted to buy a matching chair and ottoman. The assistant manager offered it for 0 (floor model) if we would pick it up ourselves on the next day (Monday). He told us to come back the next day to get it. When we came back the next day, a salesperson told us that it wouldn't be ready until next week.

My husband had to take off work to show up there; why didn't they call us? The salesperson didn't have a good answer, and when we asked for the GM, he said that he would be there in 30 minutes. 30 minutes pass, no manager, so we asked for our money back. They said that it would take 10 days (even though we paid in full with a check). So we left, and I called later on to talk to the GM (who claims that no one told him that we wanted to talk to him according to him, we must have mistaken him for the assitant manager).

Then he proceeds to tell us how we shouldn't have claimed that he had been ignoring us when he hadn't been told (as if it's our fault that his people didn't tell him {which I don't believe for a second}). He constantly interrupted me, and then finally hung up on me when I told him that it was my turn to talk. I called the district manager, got a salesperson (district manager works out of the Grapevine store {TX}), who was quite nice and understanding and took a message for me, but I haven't had my call returned yet.

The bottom line is: we didn't ask for the 0 off, didn't care about it one way or another (my husband sacrificed more than that by taking off work to get the chair), and they deliberately refused to acknowledge that our upset was about them not calling and not about the 0 off the chair (which they revoked after offering it).

Company: Rooms to go
Country: USA
State: Texas
City: Austin
Address: 11027 Lakeline Mall Dr

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