I paid nearly $2500 cash for a new Bedroom Suite for my Step Daughter. The products were ordered December and was told delivery in onw week - it ended up being over 3 months and due to their internal issues, we had to settle for a Display Model Bed to complete the set so she could have a Bed! I was contacted by Terri Jobe at The Room Store, who is bacically a Retention Manager. She was helpful as a communication conduit. However when I ask to speak to Mr. Kimbrell's Office, the CEO - I was offered a $400 Gift Card to the Store - WHO in their right mind would want to go back to shop there! They did send a $250 GC after numerous contacts to inquire as to where that promised card was. Below is an email that I shared with Terri Jobe at The Room Store and have shared many others promising that Mr. Kimbrell or the SVP would be in contact with me. As of, Tuesday, May 3rd - no contact! AVOID - AVOID - AVOID - I wish I'd used a Credit/Debit Card to make this purchase - then it would have been a CHARGEBACK to them! STAY AWAY from any location!!!
Email correspondence...
Xxxx and I had an opportunity to discuss the actions related to the Bedroom Suite purchase for xxxx.in our discussion, we both agreed, and I am sure you will concur as well, this was less than a pleasant buying experience from the Room Store.
(The Sales Rep) and yourself were the only two, that I personally feel took ownership and constant communication with us during the waiting period kudos to you both! However, as we sit back and recap the actions, some of the heartburn that we have is as follows:
Initial Home Delivery Delivery of Desks and Drawers NO SHOW, as it was cancelled by Sue at the local store XXXXX had arranged for someone to be available at her House and waited during this timeframe.
Second Delivery Attempt Of initial items above - Driver was to call 1 hr prior to arrival Driver called XXXX as he sat in front of her Home was unpleasant during delivery.
Third Delivery Replacement of damaged pedestal Driver was 30 minutes past scheduled 4 hour window of time. Once again, Vickie arranged for someone to be at the residence. Driver finally showed up but logged delivery complete at 4:47pm when in fact he didnt arrive until 5:45pm.
Trips to Local Store XXXXX and I each had to make a trip to the local Store to pick up the pedestal mounts and the Bed (headboard, slats, and footboard)
We greatly appreciate the $250 Gift card offering that was sent to Whitney for future in store purchases, which has been redeemed.
However, given the excessive issues, sharing of communications, and the human wait times at XXXXXX Home, Id like to formally request an additional compensation. Since the bed seemed to be our biggest issue during this whole process, I would like to receive a financial reimbursement in the form of a check for $1,094.40, this would include all the components and include the Maryland State Sales Tax for the bed. The check can be made payable to me and sent to my address at XXXXXXX
Terri thank you again for all your persistence in working for us, as we greatly appreciate it. We certainly hope you can continue to be our advocate in bringing closure to the issue through the reimbursement. We anxiously await your reply
Best regards,
In my FINAL correspondence to Terri on 5/2 - and of COURSE NO RESPONSE!!!
Terri
I have yet to receive any correspondence from your Management Team. The lack of communication to a Customer leads me to believe this is the typical customer service this organization provides, or shall we say the lack there of.
I have more than patient and cordial during this whole process. However, now its time to take other actions that will help educate the Local Public what truly lies behind the glass showroom doors of The Room Store.
Here is my ultimatum, either you initiate what I have outlined below, a call from Mr. Kimbrells Office/Sr. Management to discuss, or I publish a letter to the Herald Mail in Hagerstown, outlining the issues that weve endured since January! I am really not that hard to get along with and can be pleased, but we had no choice to settle for display furniture that was worn and not to mention the extensive wait period.
Being in the Electronic Payment Processing Industry well over 20 years, Furniture Stores have always been classified as a High Risk Merchant, I clearly understand why the Underwriting Departments view as such, and Customers/Banks initiate Chargebacks.
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