Complaint Review: Rooms To Go - Newnan Georgia

To start off with we had a scheduled delivery for last Thursday December 13th with the four hour window of 3pm-7pm.  At 6:50pm when we had not heard from Rooms To Go about when our delviery would be there, we called the 800# but of course customer service closed at 6pm.  We then call the store that we purchased our furniture from and they looked up our delivery and informed us that we were the last stop that the driver had a few other deliveries to do yet and it could be 10pm before we had our delivery. 

We received a call from customer service around 8:15pm and was told it would be between 1 and 1 hours until our delivery.  We then asked if we could just have the delivery tomorrow (Friday) and he was told NO that we had to reschedule 48 hours in advance!  That is the most ridiculous thing, seeing how it is not our fault that our delivery is over 3 hours late.  I completely understand rules and policies but under the circumstances I would think that WE the paying customer would have been treated with respect and someone could have changed our delivery to a more suitable time.

When the drivers finally arrived at 9:38PM, my boyfriend went outside to show them where our apartment was located.  One driver came in with one of the headboards and then another one.  I at that time stepped outside and there was a second delivery guy unwrapping the beds from the plastic wrap.  When he turned around his entire butt was out of his pants! He was wearing green shorts under his blue uniform pants and you could see his whole butt!  I have a picture of this to prove how low the uniform standards are for Rooms To Go.  

The delivery guy that had brought the headboards, etc, in was the only one that was putting this bed together,  Saggy pants never came in to help, never saw him again.  So the one that was putting the bed together, had NO idea how to put this bed together so my boyfriend had to help him get it together, I also have a picture of this.  We pay for the delivery and set up of the furniture, yet have to set it up our self.

One of the side boards is busted from the guy putting the screw in too far or too tight either way it is busted. It is a full over full bunk bed and only 3 of the slats came with the delivery so we still do not have all of our furniture. 

Customer service guy called around 10:30pm to ask about our delivery.  I informed him that the guys were still there but part of our delivery was missing.  His response "you will have to call customer service in the morning" I then asked him why he called to ask about it and then not care what I had to say about it he responded with "I have noted it for when you call" and then he hung up I assume or the call was dropped. 

As that call ended my phone rang with a Lakeland, Florida number and this was a lady from Rooms To Go. I proceed to tell her what all is going on and that we are missing items, etc.  she tells me that the slats were not listed as not being on the truck.  This pretty much ticked me off and I said  "obviously they are not on the truck or they would be here at my house and I would not be telling you they are missing, don't say something so stupid".  She then tells me not to call her stupid and I told her "I did not call you stupid, I said do not say something so stupid".  

She said a few things, I do not remember what but she did say that I needed to not rant and rave with her.  That really pissed me off so I went on to tell her that it was 10:35 at night, this was a Rooms To Go Kids delivery, my son has school in the morning, he is asleep on the couch, our delivery is 3 hours late, we are missing parts to the bed and one of the rails is busted and you want me to stop ranting and raving about the most ridiculous thing I have gone through and all she can say is "I apologize there is nothing I can do"!  Really, there is nothing you can do for the horrible experience we have encountered with Rooms To Go, there is nothing you can do?  I even had to put the delivery driver on the phone for him to tell this lady (Gail) that we were missing parts to the bed because she kept insisting that we were not missing anything that it was not listed as being on the delivery.

I went to the Newnan store on Saturday and spoke with the manager, Mark Hicks.  He was very pleasant to deal with but was limited to what he could do to correct this situation.  He did credit back to our account the $69.99 for delivery & set up charge.  He also offered to see if he had any slats in the store that we could take with us at that time.  We told him that really it would not do any good to get the slats because the bed can't be used until the new side rail has been delivered.  The rail busted is on

the bottom bed and we do not feel that it would be safe to put the slats on the top bed for my son to sleep on with the side rail on the bottom bed busted at one of the main screws.  Neither myself or my boyfriend can take off work another day for a delivery that could or could not be on time or even in a reasonable time, so we will not have the new side rail until Saturday December 22nd.  At that time they will also deliver the slats as well.

We were contacted on Saturday by a customer service rep., Rachel and that was a waste of time and another "can't do anything" call.  When she mentioned that we were credited back for the delivery charge, I told her that was still not acceptable for all that we have gone through and how we were treated.  I then told her that we were on the verge of just returning the beds and her response " ok, I will call the store and have that pick up arranged". 

I was dumbfounded that was her response, I asked her "with everything that has gone on and with how we have been treated, that's it, that is all you can do".  I also asked Rachel if she had read my email to know what all had happened to us, she said yes, but with how she was acting, I am not so sure she did. I was out Christmas shopping and when I walked out of the store, my call was dropped.  I tried to call back the number that she called from but it was a recording that customer service was closed, so I did not get to finish the conversation with her.

I called the Mark back at the Newnan store, he was in a meeting but he called me back .  I missed his call but he left a voice mail stating that Rachel had called him to inform him that the delivery charge being credited back was not acceptable to us and that we should be receiving a call or being contacted from someone else from corporate either Monday or Tuesday.

Here it is Thursday a week after our delivery of un-usable beds and we still have no resolution!  We are stuck with one broken bed and one bed that has no slats to even put the mattress on.  We purchased the full over full bunk bed, spent over $1200.00 on this furniture that is now useless!  And of course we have not been contacted by anyone else to let us know about when or if we will receive the missing pieces and replacement bed rail. 

Very unhappy and dissatisfied customer,