On April 10, 2010 my husband and I went to a Rooms to Go store right up the road from us. I must say that our sales rep was excellent. He gave us space and checked up on us. We went for their "Clearance Sale". After being in the store for approximately 1 hour, our rep shows us a bedroom set that we really like. We inform him that we want to purchase the set.
Unfortunately, our rep tells us that the bedroom set is out of stock. But, he also told us that if we were to purchase it that day we would be guranteed to have it on June 3, 2010. Almost 2 months for a bedroom set, but it was well worth it. We loved the set.
Today, June 2, 2010, I received a phone call informing me that my nightstands were on back order and that I couln't receive them until after June 8, 2010. I was furious as I went out of my way to sit home all day on June 3, 2010 and I wouldn't be receiving everything I paid for.
I got hung up on with the first customer service rep (mind you I was being polite, she just didn't want to deal with it), second rep didn't want to let me speak to a manager, finally I got a manager but I had to leave her a voice mail. The customer service manager Cynthia, did not call me back. I called back a little over an hour later and finally got her on the phone. I requested we come to some sort of an agreement for me being inconveinenced and she just kept telling me that there was nothing she can do.
However, Cynthia did offer me a $30 store coupon, but really, why would I want to keep shopping there if this is the way I am going to be treated? I understand that things come up and are beyond some people's control, but obviously this is a common problem for RTG; not having furniture in stock. I requested a refund, full 100% and Cynthia said she would look into it and call me back after lunch, I never did receive that call. I had to call back and conveinently she was in a meeting.
Considering I was inconveinenced I feel that they should do something to make me feel a little better, but they don't feel the need to. I requested that they refund me the delivery fee ($99) since that's what they wronged me on, they said absolutely not. Also, they will not grant me a full refund. They want the 20% restocking fee. My remark to them was "technically there is no restocking fee since you don't have the merchandise in stock". They still said no. I tried every avenue and they simply don't care about customer satisfaction. I just gave up and scheduled the delivery of my nightstands for the earliest possible delivery date which was June 10, 2010. We'll see if I actually get them by then!
Rooms to go has left a very bad taste in my mouth and I will never shop there again. I was trying to get a bargain, but I guess the saying stays true. "You get what you pay for" It is sad that a company this large treats their customers this poorly. I wonder if they realize their success is due to their customers. If it weren't for us, they would have no business.
Product or Service Mentioned: Rooms To Go Customer Care.