- Report: #1143945
Complaint Review: Rooms To Go - Select State/Province
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Rooms To Go
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Rooms To Go @ Town East - Robert Warden ,sales, & Scott Dunn ,manager, Robert's ordering error costs me $250 EXTRA and Scott just humps his shoulders!!! Mesquite Texas
My home has been furnished by my in-laws for the last 14 years. :-) I recently bought a home and decided to furnish one of the rooms myself. On April 19, 2014 Rooms To Go was the first place I looked.
Upon walking in the door there was a sales associate in front, but he said nothing to my husband and I. Maybe he was waiting on the couple that came in behind us since he was so quick to greet the young lady before her husband could get through the door good. From the start we didn't get proper greeting so I told my husband lets make one quick round through the store and if no one SEES us we'll exit.
More than half way back to the front door I was adoring a Cindy Crawford Home Madison Place sofa with chaise in Copper tone when my hubs t-shirt caught the attention of Robert Warden, our sales assoicate. After the t-shirt talk Robert talked to us about the piece of funiture I was interested in. He said the magic word, SLEEPER. I was sold.
Robert demonstrated how easy it is to pull the sleeper out and even allowed my husband and my little girls lie down on it. Still sold, the only left to do was to sign the papers and get my FIRST EVER furniture purchase delivered. Oh... but wait... it's not in stock until May 1st. Dang it! I want it now, but I tell Robert I can wait 2 more weeks. I put an unexpected 20% down. (Hey, remember it's my first ever funiture purchase. I didn't know what to expect.)
It's May 3, 2014, delivery day. We are out when I got the call from the delivery guys. My husband goes home alone to be present for the delivery and makes it 3 minutes before the guys. GREAT! The guys pull up in an unmarked truck, not a Rooms To Go vehicle. While struggling to the get the piece into the house before they thought to remove the sofa legs, they left knicks and dings all over the siding in the front porch area. Hubs doesn't notice until after the delivery guys are gone that the funiture delivered isn't the sleeper.
We called customer service and since we are at a kids birthday party my hubs and I took turns holding and going through transfers. I was transferred from the CSR to a young lady in-store and explained the delima. The young lady says, "OK, I got it (dead silence) Hellllooooo? Hellllllooooooo?!" I wasn't sure that she was speaking to me since her tone was a little abrasive, but I responded with, "Oh! Me? Hello?" She then says, "Yes, I said I got it." Confused, I asked her what was the next move or what am I waiting for now. She then realized that I was the customer and not someone from the customer service center. With apologies she placed me on hold for a while to find out if the guys delivered the wrong piece of furniture or if the order was put in incorrectly. The order was put in incorrectly!
She informed me that in order to get the funiture I wanted I would have to wait until the following week (no problem), but I was now going to have to pay an additional $250 for the mistake that ROBERT, the sales associate, made!
I go to the store to speak with the manager, but I want to give Robert the benefit of the doubt and I speak to him first. He apologies for the mishap, but quickly lets me know that he went over the sales slip with me and that I ok'd it. Not only that, he tells me that he doesn't recall if we mentioned that we wanted a sleeper! Slightly ticked off, I refresh his memory. He apologies again and tells us that normally he's 99.9% spot on with these things and unfornately we were the .01% that fell through the crack. I see I'm getting no where with him and ask for the manager.
Robert takes me to Scott Dunn, the manager. Scott knows all about the incident before we get there. He seems to want to harp on the fact that he can't do anything until Monday, May 5, 2014 and tells me he can't just cut the manufactors price and that I will have to pay the difference for sure in order to get what I originally thought I was getting.
My husband finally breaks his silence and asks for a refund and this is when we are told by Scott that they can refund ONLY 80% of the purchase! So now I have the wrong piece of furniture, to get the correct piece I have to pay $250 extra for someone else's mistake, or cancel the complete order and let them HAVE 20% of something I won't own???
Sounds like a Rip Off to me! I'll just wait for a call from Gail Taylor, Regional Manager, by 3 pm tomorrow (5/5/14)...
To Be Continued....
1 Updates & Rebuttals
ReignTDI
Mesquite,Texas,
Rooms To Go Error Costs Me $250
#2Author of original report
Mon, May 05, 2014
My home has been furnished by my in-laws for the last 14 years. :-) I recently bought a home and decided to furnish one of the rooms myself. On April 19, 2014 Rooms To Go was the first place I looked.
Upon walking in the door there was a sales associate in front, but he said nothing to my husband and I. Maybe he was waiting on the couple that came in behind us since he was so quick to greet the young lady before her husband could get through the door good. From the start we didn't get proper greeting so I told my husband lets make one quick round through the store and if no one SEES us we'll exit.
More than half way back to the front door I was adoring a Cindy Crawford Home Madison Place sofa with chaise in Copper tone when my hubs t-shirt caught the attention of Robert Warden, our sales associate. After the t-shirt talk Robert talked to us about the piece of furniture I was interested in. He said the magic word, SLEEPER. I was sold.
Robert demonstrated how easy it is to pull the sleeper out and even allowed my husband and my little girls lie down on it. Still sold, the only left to do was to sign the papers and get my FIRST EVER furniture purchase delivered. Oh... but wait... it's not in stock until May 1st. Dang it! I want it now, but I tell Robert I can wait 2 more weeks. I put an unexpected 20% down. (Hey, remember it's my first ever furniture purchase. I didn't know what to expect.)
It's May 3, 2014, delivery day. We are out when I got the call from the delivery guys. My husband goes home alone to be present for the delivery and makes it 3 minutes before the guys. GREAT! The guys pull up in an unmarked truck, not a Rooms To Go vehicle. While struggling to the get the piece into the house before they thought to remove the sofa legs, they left nicks and dings all over the siding in the front porch area. Hubs doesn't notice until after the delivery guys are gone that the furniture delivered isn't the sleeper.
We called customer service and since we are at a kids birthday party my hubs and I took turns holding and going through transfers. I was transferred from the CSR to a young lady in-store and explained the dilemma. The young lady says, "OK, I got it (dead silence) Hellllooooo? Hellllllooooooo?!" I wasn't sure that she was speaking to me since her tone was a little abrasive, but I responded with, "Oh! Me? Hello?" She then says, "Yes, I said I got it." Confused, I asked her what was the next move or what am I waiting for now. She then realized that I was the customer and not someone from the customer service center. With apologies she placed me on hold for a while to find out if the guys delivered the wrong piece of furniture or if the order was put in incorrectly. The order was put in incorrectly!
She informed me that in order to get the furniture I wanted I would have to wait until the following week (no problem), but I was now going to have to pay an additional $250 for the mistake that ROBERT, the sales associate, made!
I go to the store to speak with the manager, but I want to give Robert the benefit of the doubt and I speak to him first. He apologies for the mishap, but quickly lets me know that he went over the sales slip with me and that I ok'd it. Not only that, he tells me that he doesn't recall if we mentioned that we wanted a sleeper! Slightly ticked off, I refresh his memory. He apologies again and tells us that normally he's 99.9% spot on with these things and unfortunately we were the .01% that fell through the crack. I see I'm getting no where with him and ask for the manager.
Robert takes me to Scott Dunn, the manager. Scott knows all about the incident before we get there. He seems to want to harp on the fact that he can't do anything until Monday, May 5, 2014 and tells me he can't just cut the manufacturer's price and that I will have to pay the difference for sure in order to get what I originally thought I was getting.
My husband finally breaks his silence and asks for a refund and this is when we are told by Scott that they can refund ONLY 80% of the purchase! So now I have the wrong piece of furniture, to get the correct piece I have to pay $250 extra for someone else's mistake, or cancel the complete order and let them HAVE 20% of something I won't own???
Sounds like a Rip Off to me! I'll just wait for a call from Gail Taylor, Regional Manager, by 3 pm tomorrow (5/5/14)...
To Be Continued....
