Back in Oct. Of 2003 I placed a special order for a $3000.00 sectional. The salesperson called the manufacturer to make sure it could be oredered in the color and the fabric that I wanted. We were assured that we would have this piece of furniture the week before Christmas. When the time cam and I recieved no call, I called the Roomstore about the delivery. I was immediately transferred to the customer hot line. I was told by Travis that the manufacturer had changed the delivery date, and I was now looking at the first week of Jan 04. I explained to him that this was unacceptable, and that I wanted the furniture on the expected delivery date. He advised me that the only way I would recieve my furniture before Christmas was to cancel my order with them and go elsewhere. I called the store and let them know about the rude comments, and they informed me that they would check into it. Carrie Monaco, who is the highest customer service manager you can go to, called my home and stated that there was a problem with the manufacturer, but they would make sure the sectional was delivered before Christmas.
When the sectional was delivered it was in the wrong color and the wrong fabric, and had the sewing instructions printed on every cushion, pillow and including the base of the furniture. I immediately called the store to inform them that the wrong set was delivered and that it was damaged. I was told that it was now a customer service issue, and I had to call the hotline.
I called Carrie Monaco and explained what happened, and she said that there was a problem with the manufacturer, and they called the store about the instructins, and were told to make the sectional the way it was delivered. I told her it was not what I ordered, and that I expected them to pick it up. She said, "well you signed the sales slip, so we are under no obligation to exchange the furniture." I told her that if they didn't take care of it, I would personally bring it back to the showroom piece by piece and tell everyone in the store not to shop there.
She then advised me that she would have a customer service rep come to my house the next day to inspect the furniture and try to clean it. I told her that a cleaning job would not be satsfactory, as I would dispute the charges on my credit card.
The next day a service rep came to the house with a rag and a spray bottle of cleaner, and took 2 pictures. He said that this was going to warrant an all day professional cleaning. I told him the situation, and that I did not order this furniture. He told me that he would let the store know he couldn't clean it and that I refused to keep it.
I was then to be on a 1 year no payment no interest. After many many phone calles, with no luck (the manager was always out, off today, busy with customers, etc...) Someone finally called me back to let me know that they were coming to get the furniture and that my furniture would be deivered asap.
Several weeks went by and still no furniture, but yet the bill came with the first payment due on Feb 1,04. I went down to the store and once I got a hold of Cindy the store manager, I told her that she could not hide from me now that I was there in her face. I told her that I had already filed with the BBB, and had already disputed the charges. I also had a return receipt for when they took the furniture, the gave me a credit. I showed her the paper and she about fell over as she didn't think I had all the paperwork. She told me that she would immediately take care of it and that I would be back on the no payment no interest. Feb rolls around and I get another bill with late charges!!! The roomstore credit dpt informs me that she never did it!!! So now I have contacted the attorney generals office and all the local news stations to see if they can help.
I did recieve the correct furniture, however, the way I was treated and still being treated, I want half off the purchase price.
I have over 36 pictures of the damaged furniture they tried to make me keep, and Carrie Monaco needs to have some courses in customer service.
No one to this date has offered an apology. All you get is call here and call there, this is not my dpt. The customer service is so bad and I can't believe that I have been treated so poorly.
So beware of the roomstore. They lie, cheat and treat their customers like dirt.
Kevin
Gilbert, Arizona
U.S.A.
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