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1.5

Damaged furniture- would not have delivered new pieces until I called them. I was not told.

First, I do not see a place on the website to write reviews, which is why I came here. On 8/27/16, my large furniture order was delivered to my house after ordering from the Wilmington, NC store. Order under "Jonathan Shands". All of the pieces were delivered, but our Brenton 2 piece platinum sectional was unable to be pieced together due to defective brackets. We were told a tech would come out and fix this.

We also ordered an Ivy League White 6 piece full sleigh bedroom set for our daughter. one of the bed rails was damaged upon delivery, but usable so we kept it and we would not have to wait again to be able to use it even though it was to be replaced. We were told the piece would be sent out. After they left, I noticed a yellow stain on the white dresser and was going to let customer service know when they called to verify sending the other piece out and the tech. I thought I would hear from them to following business week.

2 weeks went by and I did not hear from the company. I called the company and asked and the customer service rep informed me that the broken rail was in the system but would not have been delivered had I not called the company. She also stated that there was nothing in the system regarding a tech for the couch. We saw the delivery man put that into his notes, so I am not sure where that may have gone. I cannot believe that I would have to call to have a damaged piece sent to me. I told her about the dresser and was told the tech and the pieces would be delivered and set a delivery day.

The tech came out today and was very helpful and fixed the couch without a problem. He viewed the bed rail and the dresser and confirmed with the company that the bed rail was being sent out but NOT the dresser. They had no record of that. I have a warranty on this stuff, so why is it not being sent? He was asked by the company to try and get the stain out of the dresser, using strong chemicals. After many chemicals, the stain did come out. But if he didn't come, only the bed rail would have been sent.

I have ordered from Rooms To Go before without problem. But this was the worst customer service I have ever encountered. If you get a damaged piece of furniture, the COMPANY should be getting that to you ASAP. I clarified twice with the lady on the phone that the process was for me to call them. And then to not have the dresser on there. The delivery was also supposed to be today but we had to change that, so it's not like the tech was meant to check first.

I will never use this company again and have shared my experience with family, friends and as public as possible. 3 pieces of damaged furniture was enough and this happens, but the service following over $5000 worth is purchases in unacceptable and it is my duty to report that so others do not end up in the same boat.

Reason of review: Poor customer service.

Location: Wilmington, North Carolina

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