Rooms To Go has been the most horrible experience I have had in my life in purchasing furniture. My husband & I made the biggest mistake in the world by walking in their doors and made a significant purchase. We bought a bedroom set and breakfast table and chairs. The first problem was learning that they (delivery) had 'broken' the headboard to our bed but they wanted to deliver all the other items and the headboard would be delivered the following week. When they got here they delivered the chairs for the breakfast area, but broke the table putting it together! That left us with a partial delivery. The canopy for the bed was suppose to come a few weeks later and here we are 3 months later and still no canopy for the bed. The funniest part to the story was a customer service rep called my husband and asked "if someone would be home to help the delivery driver put the rest of the bed together because they didn't have a 2-person team in our area that day so they needed someone else either him or your wife to help him with the installation". My husband told her that 'it was not our job to put furniture together and he has never been asked by Star or Gallery Furniture to assist with installations. I called the store and spoke with out sales person who said that the cust service rep that called us had put exactly what I told him in their system. He couldn't believe it! They have been to my home exactly 5 times with no resolution to this delivery. Something is ALWAYS wrong! I tried calling the regional manager in Grapevine, TX, but only received a call back once. When this initially started I called the store and asked to speak with the manager and was told by the lady who answered that the "manager did not take phone calls; I would have to call customer service". When I went to the store, the manager acknowledged that was a true statement by her and that he had other assistants who could handle compliants! There is a gleem of hope for that store and it's an assistant whom I will call "Twon" that has gone way beyond his authority to help with this matter. The R2G management has taken this issue as a 'joke' because I have yet to receive an apology or a simple phone call to solve this matter after 3 months. The truck was here again today with the same parts I have had from day 1!
If I could turn back the hands of time; I would go back to xxxxxxxx, xxxxx or xxxxxxxxx xxxxxxxxx to make my purchases. I know that Matteress Mac would have handled this like the true professional that he is and represents. I advise everyone that reads this to RUN away from R2G!!!
LW
Houston, Texas
U.S.A.
0 comments