My wife & I purchased a 3 tower entertainment center, sofa & loveseat August 28th. (The majority of the complaint is regards to the entertainment center). The items were to be delivered on September 13th. There was a problem with the sofa, and so it had to be rescheduled.
Piece of wood that holds the glass in that is "missing" part of the wood.
After everything was delivered, we noticed that the entertainment center had some issues. One was one of CD holders did not come out smoothly. We also noticed one of the holders on the side towers had a piece of wood missing. (Almost as though there was a woodknot in there at some point that was blasted out). We also found inconsistencies in the finish. The one thing we loved was that it was on wheels so it could be moved easily if need be.
We called customer service and they arranged for at technician to come out. He looked at it and tried fixing it. He admitted that the whitewash finish was hard to fix. (I used to be in the furniture business, so I know "his pain".) He recommended that we get a new one. He also commented that this unit was fairly beat up for Roomstore and was surprised. The items were ordered by customer service between October 16th and October 24th.
Initially the new item was to be in in a few weeks. Well, after a phone call, we found it would be late December before it was in.
December 23, we called the store manager and they advised there was nothing they could and we would need to call customer service. We were told that they would need to contact the merchandising department and someone would call us back the next day. We received no return call.
We called again on December 26 and were told that the manufacturer still had not sent it. Said merchandising department was closed until Monday but we would get a return call on Monday. We got no call on Monday.
During a call on December 31, we were told by customer that Roomstore was not carrying this piece anymore and the manufacturer was making this special for us.
January 17th - 2004. One of the first attempts at delivery. Only problem was we needed 3 pieces replaced. They only had 1 piece (the main tower) The item had no wheels and the cd holders on the shelves were a cheap plastic vs what we had which was still plastic, but was attached on the perimeter of the shelves. When we called customer service and spoke to Brenda, she said they could have another item out tomorrow. All of a sudden, they have another one in stock? What about all the time we lost waiting for it? Then Brenda backtracked and told us they don't carry it in stock. UGH! (And this still is not over!) We were told that the wheels were for delivery purposes only and they could not explain why ours had wheels. Brenda said she would talk to the manager and call us back. She never did!
Around this time we filed a complaint with the BBB.
February 4th - called customer service. Went through a flurry of questions. Eventually got to Brenda - she told us there is no way of knowing how the CD rack would be until they got it to the shipping bay. Advised me someone would call me Saturday night to let us knnow which version of the CD it was.
February 7th - We did receive a call later that night and advised us the delivery would be between 8:30 A.M. And 12:30 P.M. (on a Sunday).
February 8th - my wife & I awoke early in anticipation of delivery. We hung around until 12:40 and no delivery truck. We ran errands and came home and found no message on the answering machine. According to customer service & Brenda, she assumed they were going to deliver the piece. She suggested we go and pick out a new entertainment center. When we pressed a bit later as to why the item was never delivered, the reason we got was the warehouse manager looked at the piece about to be delivered and knew we would not accept it due to it being worse than what we had. The reason we never got a phone call - they got busy and forgot about it.
February 10 - Brenda called around dinner time. We told her again (at this point, it was like the 4th or 5th time telling her) what was wrong. Told her we did not find anything we liked. She called back a few minutes later and she said that she had someone who could fix it. I told her at that time that if we had to keep the item we had, in its current condition, we wanted a substantial discount because it was not worth what we paid. If the item could be fixed, I would ease up on the discount requested.
She called me the next day and said Roomstore would pick it up. When I pushed about our financing deal she told me she would check into it and call me. When she did call me back, she told me I would have to call GE Capital myself and see what they say.
Later on that week, I got a response from the BBB. It turns out that Brenda had told her manager that I wanted a substantial discount and the item to be fixed. I never said that. I got the fax number for Mr. Walters and faxed him a letter saying that was never said and told him how the conversation went.
Well, I have never heard back from him. This Brenda person is the most useless human being on the face of the earth. She didn't convey the correct information to her manager.
As of now, they said they want to pick it up, but have not called back since.
No one down there cares. No one can remember anything from one minute to the next, yet they type all types of information into the computer.
I just do not get them... And I was in this business.
David
Mesa, Arizona
U.S.A.
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