Rooms To Go Inc

The buck begins and ends with Rooms to Go's Customer Service and Delivery Divisions. The company has consistently failed to adequately ensure that I receive my order in a timely manner and has frustrated my ability to do so for myself by obscuring its contact information, refusing to escalate customer service matters for resolution to persons in roles that could impact the policies that lead to customer dissatisfaction, and not accommodating customer requests. We ordered complete furnishing for a small, one bedroom unit in Irving, TX during the Labor Day 2013 sales event. After the purchase holiday, our saleslady had to inform us that there would be a substantial delay on several pieces, mainly the dinette set, extra chair, and floor lamp. They were not crucial to the move-in and we accepted a projected delivery date of September 28th. These pieces, however, constitute the prepaid portion of the order. Prior to September 28th, the scheduling department rescheduled the delivery for October 19th but failed to leave a window of expected delivery. My husband is in TX and I am in GA. He works upwards of 12 hours per day and overtime on Saturdays is sometimes mandatory. We need the assurance that delivery will occur only WHEN HE IS AVAILABLE. The company policy is to SUGGEST a suitable time frame rather than to guarantee that furniture can and will be delivered within an acceptable window. Customer Service either cannot or will not coordinate with delivery to affect this policy, neither will representatives escalate the policy concern upward to personnel that is truly able to impact the culture. To frustrate matters, locating appropriate contact information within the company structure requires investigative powers most people don't have time to activate. (Fortunately, I am able to take the time to check this out.) Compounding the confusion is that Rooms to Go Showrooms may be entirely awesome, yet they are not the entities responsible for following through on servicing the account and delivering the goods. Corporate apparently commands the customer service arms and delivery arms; they are evasive and elusive with the use of their contact information. Today, I spoke with Courtney at the "We must publish a number but we don't have to actually serve customers on it" (1-800-766-6786). She refused to escalate the call and "confirmed with a supervisor that we cannot guarantee the window for deliver." I spoke with Nichole, reportedly at Corporate Offices (813-623-5400)have spoken with Meanwhile, our PAID FOR FURNITURE is being held hostage and we are unable to receive assurance that it will be delivered during a feasible window of opportunity. For now, all we can do is sit on our hands and hope that Rooms to Go will do right by us and act in good faith to deliver our paid for furniture this Saturday.

The entire experience has been a nightmare from beginning to end! On November 3rd, 2011 I placed an order for the above items. I was told that all items would be available for dellivery in about a week. The day before delivery, they called to remind me of the scheduled delivery of my items and at that time also informed me of the "backorder" of my table. I was told it would now not be available for delivery until the 21st of December and since they didn't want to make multiple trips "it would be better" if they could just deliver it all on the 21st of December. After long hold time and talking to three people, they finally agreed to do a partial delivery the next day. Upon arrival I received both couch and loveseat with their legs on wrong, and two of the six chairs damaged....and of course no table. When I said that I wanted to refuse delivery of the furniture in that condition, they said I would have to call the 800 number to schedule pickup and re-delivery of new furniture....the truck then left! After another long drawnout conversation, they scheduled yet another drop off and pick up of the items that were damaged. On December 20th, they called to remind me that they would be dropping off my table tomorrow....I took a third day off to receive the table, only to be called and told, so sorry but now we won't be delivering your table until the 29th because the factory didn't send it. This time I insisted upon speaking to a supervisor named Charlene, but I wish I hadn't. After a particularly rude conversation (as though any of this were my fault!), she told me I had to dial an 800 number to speak with someone who could help me (supposedly she didn't have an "outside line" because she was a supervisor! I dialed the number as requested and reached an XXX adult entertainment line....very funny Charlene, but not very professional. I googled the proper number for their disputes line and reached a very professional and understanding operator named Adele. She put me in touch with the delivery truck, only to find out that they did indeed HAVE the table all the time! They PROMISED that I would have my table by the next morning, as day turned to evening, I called to ask if they were going to arrive soon, I was told that the driver had listed the table as "undeliverable"!!!! Now, the UPS truck delivered a package, FEDEX delivered a package, and the Post Office delivered a package here today...I was home all day, as were two adult sons, and two very vocal dogs....so the truth is, they just never came here. Just got off the phone again and they said they are "trying" to get it to me by Friday.....I have cancelled my order, now I am dealing with trying to get them to come and pick up this furniture that has been nothing but a nightmare for 9 weeks. I am insisting upon a full refund, pick up of the furniture and a full refund of the "delivery" fees (they offered $90)! I have taken off four days from work, spent in excess of 8 hours of my time on the phone and still don't have a table to eat Christmas dinner at!!! I WILL NEVER SHOP AT ROOMS TO GO AGAIN!!!!