We selected a leather couch that we loved at Rooms to Go (Charlotte, NC) and were thrilled that they could deliver it 2 days later. on Friday. Because it was
express delivery, they said, it could arrive anytme between 8:00 am and 7:00 pm. Fine, we said, we'd stay at home. At 6:30 pm it still hadn't arrived, so we called the store. We were told that the truck was running late but that it was coming to our house after 2 more stops. OK, no problem, we didn't have any plans anyway, so we could wait. 9:30 came and went, and no couch. By then I couldn't get anyone on the phone because the store and the
customer service center were closed. I gave up for the night. Then, at 11:30 pm, my phone rings. It's Rooms to Go calling to confirm that my order was delivered all right. At 11:30 at night. No, I told them, my order had not been delivered all right, or any way at all. The
girl on the phone was surprised and said she would check on it and call me right back (you'll see a theme here) but she never did, and the
furniture never arrived. Saturday morning I called the store at 11:30 and complained about what had happened and asked when my
furniture would be arriving. The girl there told me she would call me right back. She never did. An hour later I called her back again. She said she was just about to talk to someone at the delivery center and she would call me right back. You guessed it. An hour later I called her back again. This time she was rude. She acted as though I was inconveniencing her. She still didn't know why my
furniture didn't come and offered to reschedule the delivery. I said that was unacceptable, that I had been waiting at home for over a day now, and I needed the
furniture immediately. She said there was nothing she could do, so I asked for the manager. After explaining the situation to the store manager, he said... wait for it... he would call me right back! THREE HOURS later I called him back and was told he was with a customer. I left a message but... well, you know. An hour later I called back again and spoke with him. He said there had been some holdup at the delivery center due to inventory being taken (whatever) and that they could deliver the couch first thing Monday morning. I told him that was unacceptable and that if I didn't have the couch in my house that very day, I didn't want it. I had already set aside TWO DAYS at this point to wait for this couch. He said he would make another call and call me back. This time he actually did, to tell me that the couch could not be delivered before Monday. I told him to forget it, that I would take my business somewhere else. And that is the last time I plan to do business with Rooms To Go.
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