Complaint Review: Rooms To Go

I purchased furniture from Rooms To Go on Wednesday, January 15, 2003. Delivery was scheduled for Saturday, January 25 between the hours of 10:00am and 2:00pm.

When the delivery did not arrive I gave them one additional hour and called my local salesperson at 3:00pm. He advised me that the truck had been loaded that morning and should be on the way. He said that "they are probably just running a little late."

After a another conversation with the office, the driver himself called at 5:00pm to ask for directions to my house. I asked what time I should expect him, and he replied that he had one more delivery and would be at my home around 7:30pm.

In the meantime RTG dispatch called me at around 6:00pm and asked if my furniture had arrived. I told them of my conversation with the driver, and they requested that I have the driver call them when he arrived at my house as they had "lost contact with the truck."

The driver never arrived and I had several more conversations with RTG representatives including my salesman, the office and dispatch.

Finally, at 8:50pm I called the RTG office one last time as I knew that they were closing, and wanted to know what to expect regarding my delivery (Are they still on the way? Can I reschedule for tomorrow?) "Natasha" took my call. She put me on hold for a good long while, and then came back on the line to tell me that they had been having problems with this route all day. She even indicated that it had gotten off to a late start. She also said that dispatch was calling all customers on that route as we spoke, and said that they should be in touch with me momentarily. Dispatch never called back.

I HAD WASTED MY ENTIRE SATURDAY!!! I FELT THAT BETTER COMMUNICATION COULD HAVE AVOIDED THIS, AND AT LEAST ALLOWED FOR ME TO SALVAGE PART OF MY DAY, BUT RTG JUST KEPT ME HANGING ON AND WAITING FOR A DELIVERY THAT NEVER HAPPENED. AND TO ADD INSULT TO INJURY THEY NEVER CALLED ME BACK AT THE END OF THE EVENING.

I called my salesman at RTG, Greensboro at 12:10pm on Sunday (right after the store opened). He put me on the line with the store manager. The manager told me that my furniture had been reported as delivered on the previous day. I indicated that this was not the case. I also informed him that during one of our conversations on Saturday my salesman had told me that often when routes are not finished on Saturdays, then special deliveries are arranged for Sunday. The store manager confirmed this, but went on to say that since my furniture had been reported as delivered no special delivery had been arranged. Also, he said that there was nothing he could do about it at this time, as there was no one in dispatch for him to contact on Sunday. I was concerned because we had already gotten rid of all of our living room furniture and we were literally sitting on our floor. Also, with my husband's and my work schedules it was very difficult for us to recieve weekday deliveries, however I did not want to have to wait until the following weekend either. The manager assured me that he would arrange a special delivery at our convenience, and that we would be compensated for our wasted time on Saturday. He promised to call me back on Monday between 10:00am and 11:00am.

By 11:30am on Monday I had not heard from the store manager. I called and left him a message to call me back. When he did call he indicated that the earliest possible delivery would be Friday or Saturday. Also, his offer of compensation was in the form of a gift certificate (like I want to go through the hassle of dealing with this company again). When I asked if I could apply the gift certificate to my current balance he said no, however if I wanted credit he could apply it to my account to the tune of one-half of the amount of the gift certificate that he had offered me. What??? Also, the delivery fee would be waived (thanks a lot).

It is Tuesday, January 28th and I am still in contact with customer service (I have given up on the store manager) to attempt to arrange an earlier delivery. The customer service manager is supposed to give me a call this morning, but I am not holding my breath.

At this point my husband and I are considering cancelling the delivery all together. The only glitch is that we have no furniture and do not want to spend another month searching for something that we both like.

I know that people make mistakes, but the problem with RTG is that they are not making a very concerned effort to remedy the problem. Their communication, both internally and with the customer is poor, and their concern with customer satisfaction is event worse.

I WILL NEVER BUY FROM ROOMS TO GO AGAIN!!! I would advise any other potential clients to be weary also.

Sonya
High Point, North Carolina
U.S.A.

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