Complaint Review: Rooms To Go - Pensacola Florida

On 09/30/2006 my husband purchased a living room set for our home. While in the store we narrowed it down to two different couches and were discussing it. The sales associate over heard us and told us that it cost extra to get a sleeper in one of the couches, however the sectional we were looking at "comes with a sleeper already in it". He also, explained to us that we could have the furniture treated with a stain repelant for a $70 charge. Therefore my husband and I decided to purchase the sectional along with a coffee table, end table, lamp, and asked for the furniture to be treated. When we were being checked out the associate repeated our order back to us. "One two peice sectional with sofa, cofee table, end table, and lamp. On 10/05/2006 the furiture was delivered to our house. The movers brang in the two peice sectional and asked me where I wanted it placed.

They also brought in three other boxes and sat the boxes on the floor. I was thne asked to sign for the items, which I did. I assumed that the signature was to acknowledge that I had recieved the proper number of items and that I would be signing again after they were finished. To my suprise both men said thank you and left. I was shocked because I was under the impression they would assemble the furniture and take the packing material with them. In the brochure we were given on the purchase date it says "When your Rooms To Go delivery professionals arrive they will remove all the strapping and packing materials." I took that as meaning they would remove the furniture from the boxes and take the packing material apparently that isn't the case. It also says " For many peices, minor assembly, such as attaching pre-drilled mirrors and chair legs or inserting drawers, is also included as part of our service." Then it says "Ready to assemble and unassembled furniture no included."

This again confuses me because i consider a chair a ready to assemble item. So in essence they will assemble a chair but they won't put together my "ready to assemble" tables. So what is the differece between attaching chair legs and table legs? Not only this, but about fifteen minutes after the movers had left my husband and I realize that our couch had no sleeper. We didn't notice it at first because there is a strap that looks like it is used to pull out a bed under the coushin. The same evening my husband contacted the store we purchased it from and recieved very rude customer service. He was told that the employee mus have put the "code" in the system wrong and therefore the sleeper was not included in our couch. He then told the associate he was desputing the charges because they did not seem to care.

She told he could not despute the purchase because I had signed for the merchandise. When he tried to explain the situation he was again told it didn'm matter because I had signed for it. He was also told that a manager would be contacting him back. When the manager did contact him my husband told him what had happened and he said he had to go check the computer to see where the mix up was. When he looked it up he told my husband that the wrong code was put in the system and if we wished to get the correct peice we had to pay nearly $300 more. My husband asked why we should have to pay for something when we were promised it at the price we had already paid. My husband then told him that he would think it over and call him back the next day. The next day, 10/07/2006, I contacted the store and spoke with a manager and he again told me that we had to pay the extra money even though we had been promised the furniture at the price we paid.

I then told him that if he didn't wish to honor the deal I wanted the furniture removed and my money back. He then told me that the store had a no return policy after the furniture was delivered. I told him that I didn't understand how we could be told one thing and get something else. He told me that he was sorry, but the code was entered wrong and it cost extra to get a sleeper in any couch. I told him that he can't expect me to know what the store policies are and what the codes meant. However he didn't care. Therefore, I was quoted and promised a price for a sleeper sofa that I did not recieve and was expected to know the job of everyone involved. Now I am the one that has to suffer and be held responsible for a mistake that I didn't make. What upsets me just as much is the confusion created by the lack of customer service during the delivery. Which made this situation even worse.

Nikole

Gulf Breeze, Florida
U.S.A.

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