On 10/21 we purchased approximately $1700 worth of microsuede furnishings at the Pompano Beach FL Rooms To Go. We were assisted by Jose Acevedo who helped us look over the furniture on the showroom floor and listed any defects as we were purchasing the floor model. The transaction went smoothly and we paid for delivery on the following Sunday (10/24).
First, the delivery instructions (and the sales person) specifically stated that we would receive it within a 4-hr window from 1PM-5PM and that their delivery personnel would call 30 minutes prior to arrival. They called at 11AM and told us they were 10 minutes out. We rushed home and met them in time.
Next, they dropped furniture onto the asphalt as they unloaded our new living room set. As one of the delivery employees was carrying the armless loveseat to the front door, we noticed he was holding it in an odd manner and kept sliding his hand over the top corner as if hiding something. As soon as he set the item down, we noticed a gouge in the fabric not previously there. We suspected the damage occurred when they dropped the item onto the asphalt from the truck.
We then confronted the delivery personnel about the new damage. They said there was nothing they could do and "that's the way we picked it up." They got back into their truck before we could ask them how to address the issue and sped off.
I then called the store and spoke with Jose Acevedo again about the damage. He also said there was nothing he could do and put me on hold. He then came back and told me that his manager Yolonda would call me back "shortly." I never heard back from "Yolonda" or Acevedo. Having not heard back from anyone; I submitted an online complaint form to RoomsToGo. All I asked was that someone fix the damage caused by their own movers or at the very least an apology.
I have the email receipt stating my complaint was received from their webserver and I would hear back from a customer service representative in 1-2 business days. That was on October 26. I have yet to hear anything and the call center is usually closed whenever I get home from work.
I am rather offended that the delivery person would lie to my face when I saw him drop it on the asphalt. On top of that, no one at the business cares about customers past the initial sale. I've been lied to three times by RTG (2x in my face, 1x by automated email).
I would have rented a moving truck if I had known they would just toss around my new furniture like it was curb trash.
It is now mid-February and I have yet to hear back from RTG. I also filed a complaint with the BBB, but I didn't even get the automated receipt email from them.
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