We have been long time Rooms to Go customers. This has been the WORST experience that we have ever had with this company.
June 21 we had a bed and adjustable frame delivered. When delivered they cut the leather frame, left it with the head and foot in the upright position with a huge gap between the 2 pieces of the frame and not able to lower either as well as broke the welding on our canopy on our bed. The delivery guys told me to call and report it all and that a service tech would come out and take care of everything. They even stood up on the new bed to look at the canopy.
I immediately called the customer service line and reported ALL of this. They arranged for a service tech to come out and "fix everything. I even called the local store where we made the purchase and spoke with someone named Joanie Lee who I told this all to. When the tech arrived he said he could not fix the canopy or the frame.
He took pictures of the canopy and delivery of a new frame was set up. When the new frame was delivered they also did not know how to set it up and left it again with a gap between the frames, wires hanging out of the bottom, parts not attached and told me that it was ok to report them because they are just contracted. I called Christian (who was very helpful) at the local Rooms to Go store and we went down a step to another frame. That frame was finally delivered and left with a hole in the fabric and barely connected together because one of the delivery guys was in a hurry (his words).
I called and ANOTHER service guy came out. He stitched the hole in the frame and made sure the frames were connected and wires underneath were secured. I pointed out the canopy - AGAIN and he said that it was in the system and should get taken care of. Each and every call I have made to customer service I have discussed the canopy and was assured it was being taken care of and I would hear from someone the next day.
This has been going on for 2 months and is past the point of ridiculous. I called the corporate office today and was told that I did not report it within 72 hours. That is simply NOT TRUE! I did tell every customer service rep as well as Joanie Lee at the local store about it from my very first call.
The fact that you did not send a service tech out to look at it immediately is not my fault. I actually begged for a tech to come out immediately so that we could have this addressed. I have told the customer service rep in each and EVERY call that the initial delivery people broke the wielding on our canopy. This customer service has absolutely been the worst that I have ever experienced.
We were first left with a bed and frame that we could not use at all for 2 weeks while waiting for a replacement because of a very bad delivery and setup. The way that this has been handled from the very beginning has been very unprofessional. Now to be told that I did not report something is ridiculous when I immediately made the call about all the things wrong including the canopy.
I am totally amazed that Rooms to Go has such little regard for their customers to treat them this way. I would like this to be resolved as soon as possible.
Product or Service Mentioned: Delivery Service.
Reason of review: Damaged or defective.
Preferred solution: Paid for the damage done to my canopy bed.
I didn't like: Very poor customer service.