Rooms To Go rip-off! Seffner Florida
Location Dallas Texas:
I look in my Sunday paper and notice a leather sofa and loveseat that appeals to me from Rooms to Go. The ad says that next day delivery is possible so I go to the local store and place an order, pay cash (big mistake) and the gal says that earliest they can deliver is the 10th
and while I think that is almost 3 weeks (Sept is when I ordered it) away I agree. It's later when I'm home that I look at the contract and it says Nov 10 or almost 2 months away. Not impressed and so I begin to look elsewhere for another set. I don't have a lot of time to
search for this but a week later I find another set.
I then go back to the local Rooms to Go store and think it will be an easy matter to cancel my order. I'm told that I had 48 hours to cancel my order and that because I didn't they will only give me back 80% of my money and
that will take 3 weeks to come to me because I paid cash. Had I paid using a credit card I would have received my 80% back right away. The other 20% is a re-stocking fee for something that they never had in stock in the first place! Caveat Emptor when dealing with Rooms to Go.
Greg
Richardson, Texas
U.S.A.
2 Updates & Rebuttals
Greg
Richardson,Texas,
U.S.A.
RTG problem resolved. took your advice ..Many thanks to badbusinessbureau
#3Author of original report
Tue, November 02, 2004
I took your advice and called Rooms to Go customer service. Eventually they referred me to a Monique at the Grapevine Texas RTG store who had the authority to release the remaining money. She was an excellent person to deal with and I only wish I could have dealt with her from the beginning as we could have avoided all of this and you could have kept a customer. My initial refund check arrived 3 weeks to-the-day later for the 80% (as for holding it for 3 weeks because "we have to verify it": that's BS because we both bank with the same financial institution). So they screwed up and I put another call to Monique who promptly called someone and had the mess sorted out again. I received my remaining 20% in 5 days. I'm glad to get all my money back but I won't be going back to RTG ever again. Instead I went to Haverty's and received my order in 2 days and I am very happy with the customer service at Haverty's.
Many thanks to badbusinessbureau and I will be donating some of my returned money from RTG to you.
K
Greensboro,North Carolina,
U.S.A.
here's what you do, Greg...
#3UPDATE Employee
Mon, October 04, 2004
Greg,
First, if you still have the ad from the paper, you will see that it clearly states that next day delivery is available on mattresses only (it's a delivery service called mattress express) and only if we have scheduled delivery to your zip code on that day. Some zip codes further out we only deliver once or twice a week.
Yes it does say on the back of your sales order that there is a 20% re-stock fee if the order is cancelled after 48 hours. However, you would be the first "non-problem" (problem defined as rude, unreasonable, cussing or violent: we don't stand for that and some people seem to think that's the only way to get their way) customer that I have heard of that has had it enforced. Usually that is reserved for customers who cancel orders after the truck has already been loaded. You see, we have to pay someone to load it and if you cancel at the last minute, we then have to pay someone to unload it.
Anyway, I would call customer service (1-800-ROOMSTOGO)and ask for the phone number to Texas divisional manager's office. If it was the store manager that made the decision, the divisional manager can over-rule him/her.
The reason that it takes roughly 21 business days for a refund on an order that was paid by check is that we have to make sure that your check clears before we cut you a refund check. It wouldn't be very smart business it we cut you a refund check before your check cleared and then your check bounced.
The delivery date is clearly printed in the upper right hand corner of your sales order and is directly under your order number. If there was a miscommunication regarding the date, then this should be reason enough to get you a full refund. Average delivery time at RTG is 7-10 days, but sometimes some items "get away" from us. Either it is selling better than expected or we received a damaged shipment or more likely these days, the expected order was held up in customs due to increased homeland security department searches.
Good luck and please post back to let me know what the outcome is.