Ok, so on 7-22-13 my wife and I made a purchase at the Altamonte Springs location. Oh my what a mistake.
We purchase a sofa loveseat and chair. Order #********. However that order number is the wrong order, they had us down for the brown furniture and we verified that we ordered the stone furniture as per my invoice SKU# 1543030p. I was called by a Fabian from the store and told since we changed our order to the stone we would not get our furniture as per our agreement!
I told him that was unacceptable as I would like what we purchased on the date in which we agreed. He told me I would have to call customer service and clear it up? I thought I was the paying customer, why should I have to do the leg work. I asked to speak to the Manager (Lisa) he told me she was with a customer and besides, everything he told me was relayed from her?
So I called the 800-766-6786 number. I talked to a lady who’s name I think was britley. I found this girl VERY unhelpful and RUDE! I asked for her supervisor and was passed to a Charlene, This lady was even worse and talked to me like a parole officer or something, but absolutely not like a paying customer!
I asked for her supervisor and she said she did not have one? So was I talking to the owner of rooms to go??? I asked to speak to the district manager of the Altamonte store and was told they don’t have phone numbers and they will submit my request via email and I would get a response within 48 hours but only if I talked to store manager first, (the same person who relayed a conversation to me through a new employee?) Why are the district managers shielded that much? Is there that many complaints on Rooms To Go that their call need to be screened?
I eventually called Lisa back who in essence gave me a bunch of excuses as to why she could not talk to me to begin with but this time started to look into my issue after I had to take pictures of my order papers and message them to her phone. I don’t understand that as I gave her all the information off of it. So in a nut shell I GUESS my furniture will be here on time now that I have had to spend an hour and a half of my own time as I was home sick for the day, dealing with extremely rude and frustrating ladies in the CUSTOMER SERVICE dept. Trust me when I tell you these ladies are not doing you any favors in that dept.
I deal with customers all day every day, they need to understand people get upset, to be a customer service rep, you need empathy not a short fuse. And Charlene to be a supervisor in that department, I don’t even know what to say about that. End result, one very angry first and last time customer.
I have been buying from Ashley’s for many years, I thought their product quality was slipping and tried Rooms 2 Go. One thing Ashley’s does have is a HIGH customer experience level.