Back in July My wife and I went to Rooms To Go to purchase a living room suite and two children's bed room suites. We waited almost 3 hours from start to finish of purchasing the furniture. All of our furniture was to we delivered on 8/14/03 except for the recliner. It was on back order and would be delivered by itself in 8/21/03. I received a call that they would be here between 8-12 to deliver my furniture. I took the morning off of work and they did not show up until 1:20. No phone call or nothing letting me know they were running late.
When they did arrive the dresser in one of the bed room suites was damaged so bad that they did not even unload it off the truck and returned it. The other dresser was damaged and they told me that they would send a technician out to repair or replace. The bed for one of the suites was not delivered. I called the 800 number and they told me it was out of stock and they could not tell me when it would be delivered. This was the first I heard about it.
By now I have taken two days off from work to have furniture delivered. I wanted to have the technician come out on 8/28/03 when they delivered the bed but the could not schedule it for then. They scheduled it for 9/4/03.
By this time I told them I wanted to return all of the furniture because I was tired of the run around and I was going to end up taking off from work a total of 5 days to get my furniture that was to be delivered in two trips. After enough complaining they offered to give me a $100 refund for my inconvenience and try to schedule everything to be delivered/returned on the same day. Well that didn't happen.
After the technician came out and determined that the dresser could not be fixed I had to call again for a replacement. I called the 800 number again and told them I wanted to return everything. They told me that I would have to go to the store that I bought it at to arrange for a return. I went to the store and told them I wanted to return everything. They would only let me return the two bed room suites. I asked for a copy of my receipt for the return and they told me that once the furniture was picked up my account would be credited.
So yesterday I called the 800 number again to check the balance on my account and they told me I would have to call CitiFinacial because that is who they used for my account. I called CitiFinancial and they could not locate me in their system. They searched by Name, phone, address, and SSN, but they could not find anything and told me I needed to call Rooms To Go back and get an account number. I called back and they told me they could not give it to me and told me to call CitiFinancial back as they could pull it up under my phone number. I went to Rooms to Go's website to send an email so I could track it and you can see the results below.
Original Message
From: onlinesupport [mailto: [email protected]]
Sent: Tuesday, October 07 6:28 PM
To: Robby
Subject: RE: Rooms To Go E-mail Support Confirmation
We at online support would not be able to give you an account number over e-mail or phone. To inquire about your account you must contact the finance company.
Citi Financial has been our finance company since Feb. before Feb finance company was Household Retail Services phone number 1-800-695-6950.
Original Message
From: Robby [SMTP: [email protected]]
Sent: Tuesday, October 07 5:15 PM
To: onlinesupport
Subject: RE: Rooms To Go E-mail Support Confirmation
Ok, I can see that you want to be difficult here. Just for your information I will be forwarding this email to the Better Business Bureau as well as usacomplaints.com
Sincerely,
William
Original Message
From: onlinesupport [mailto: [email protected]]
Sent: Tuesday, October 07 4:49 PM
To: Robby
Subject: RE: Rooms To Go E-mail Support Confirmation
Dear Valued Customer,
Thank you for your interest in Rooms To Go. For proper assistance regarding your Citi Financial account, we encourage you to contact them directly at tel. 1-888-622-6443.
Sincerely,
Roomstogo.com
Online Support
Original Message
From: Robby
Sent: Tuesday, October 07 4:15 PM
To: onlinesupport
Subject: RE: Rooms To Go E-mail Support Confirmation
Apparently, You are not reading the emails below. I have already contacted them. They do not have me in their system. I do not have an account number to give them to reference. That is the purpose of this email is to get my account number so maybe they can pull it up and tell me my balance.
From: onlinesupport [mailto: [email protected]]
Sent: Tue 10/7 4:01 PM
To: Robby
Subject: RE: Rooms To Go E-mail Support Confirmation
Dear Valued Customer,
Thank you for your interest in Rooms To Go. For proper assistance regarding your Citi Financial account, we encourage you to contact them directly at tel. 1-888-622-6443.
Sincerely,
Roomstogo.com
Online Support
Original Message
From: Robby [SMTP: [email protected]]
Sent: Tuesday, October 07 4:41 PM
To: [email protected]
Cc:
Subject: RE: Rooms To Go E-mail Support Confirmation
The Rooms to Go Customer Service told me the company is CitiFinance @ 1-888-622-6443. They will not give me an account number (for my security) I called the store where I bought my furniture and they too told me they
could not give me my account number. (I spoke to Veronica there 512-249-6572) and I have never be sent a statement so I don't have any idea what the account number is.
From: [email protected] [mailto: [email protected]]
Sent: Tue 10/7 3:29 PM
To: Robby
Cc:
Subject: RE: Rooms To Go E-mail Support Confirmation
Dear WIlliam,
Please reply to include this message with the name of the finance company or first three digits of your account that we may provide the proper finance contact information
Your Comments sent Oct 07 were:
I need to know what my balance is on my account. I have call 1-800-766-6786 and asked for my balance. They told me they could not give me the information and told me I needed to call CitiFinance at 1-888-622-6443. I have called them and they do not have me on file by name, phone, social, or address. I wil be departing the country in 2 weeks and would like to pay off my debt. I will not be ruturning to the US. If you can not provide me with the necessary information so I can settle my debt prior to my departure I will not pay the
bill
Sincerely,
Online Support
[email protected]
William
Austin, Texas
U.S.A.
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