Complaint Review: RoomStore

On November 19th 2004, I ordered almost 3000 dollars of livingroom furniture from the Roomstore in Fayetteville, NC. We knew when we made the order that all the items we wanted were on back order but one (the loveseat). The salesperson told us that it would be 30 days for the rest of it to come in. We said okay and went to the finance counter. Never were we told that it would be longer than 30 days and never were we told that they would be charging us the entire purchase before delivery. So on November 19th, 2004, the Roomstore charged almost 3000 dollars on my credit card. A few days later, the loveseat was delivered. The delivery people did not have any tools with them to unwrap the furniture, I had to provide those.

Please note that we had just recently moved and did not have any livingroom furniture, so when the loveseat came that was the only thing we had to sit on.

A month goes by, I go to the store (which is 45 minutes from my home) to find out what is going on with my shipment. This is around December 19th. I have already received my credit card bill and have seen the charge and have also paid it off. I was irritated when I saw the bill. While at the store, I bring up the fact that they charged my card before having any confirmation of the dates of delivery on the rest of the furniture. I ask when the furniture is going to be in. I am told that they do not know.

After 5 weeks, I go in to see what is going on and am told that a huge shipment is coming in before Christmas and we should have most of our furniture by the first of the year. This doesn't happen.

Around the first of the year, having been six weeks now without my furniture that I have already paid for, I emailed the company to complain. The complaint was ignored. I go to the store again and speak with our salesperson. He states that shipment is coming in and we should have our couch and chair by the following week. I am not happy about this but am glad that they have a concrete date finally. About a week later, we get a call that our stuff is in and will be delivered the next week.

I get the number for the corporate office (because the charging of my credit card before delivery is a company policy) and I call them to complain. I speak with a lowly customer service agent who states that they can not compensate us just because we had to wait for our furniture. She also tells me that they can't be held responsible for what the salesperson might or might not have told us regarding wait time on back ordered items. I explain to her that her sales people are representing the company and if anyone is responsible for what they say to customers to get them to buy furniture, it is the company. I ask to speak to her supervisor. I am told that she can forward me to voice mail. I leave a message. I am never called back.

At eight weeks, we get the sofa and the chair but the ottoman is still in limbo. I send another email to the company via their website. Hear nothing back.

At 10 weeks the ottoman is delivered.

I have since emailed the company to let them know that I was going to report them to the BBB and to this website as well as make sure everyone I know, knows not to do business with them. They do not care about keeping customers or having return customers. All they care about is making that initial sale and nothing else. I will never buy another thing from them, and they are missing out because I have several rooms in my empty house I am filling with furniture from other stores.

R
Fayetteville, North Carolina
U.S.A.

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