Rooms to Go Complaint - Rooms-to-go Customer Service is Horrible
AUSTIN, TEXAS -- We purchased a King-size bed and bedframe at Rooms to Go Austin on 12/16/07. $2,300. We were assured delivery and full set up on 12/21/07. That date was important because Christmas guests were already arriving AND our daughter was getting married on 12/29/07 at our house. On 12/21/07 the delivery guys brought the King-size sleigh bed upstairs, the mattress and box-springs and rails. One guy went out to the truck and then returned to tell me he had "bad news". "I don't have the hardware to put the bed together. I looked thru the truck and it is not there." He suggested I call customer service and when I did, I spoke with Naomi. Naomi told me the hardware would be overnighted and delivered on Monday the 24th and a technician would come out that day and put it together. I told the delivery guy that he could leave the bed there and just set up the mattress and box springs on the floor.
I didn't' want him to have to carry it down the stairs and then carry it back up on Monday. After getting off the phone, I realized that wouldn't work. I phoned back and spoke with Dan in the Gulf Coast division, explained that I really needed the bed the next day and he said he would speak with his supervisor and call back. About 2 hours later, Naomi called me back, told me that they could NOT overnight the part and they would need to set up a time to deliver a COMPLETELY NEW SET. I told her that would be fine if they could do it on Monday. "NO, it will have to be after the holidays." "That won't work!" I became very angry and demanded to speak to a supervisor. After being on hold for over 5 minutes, she returned to tell me she couldn't' find a supervisor. I told her I would just call back until they found one.
I then called back several times and it turns out they do not have any spare parts for the bed, a COMPLETELY NEW SET would have to come from the manufacturer. When I said that I would return the bed, I was told that there was NO RETURN POLICY and that they would do an exchange policy only. The soonest they can deliver the bed is 12/28/07. The day before my daughter's wedding...at this house. When I called the local Austin store, the receptionist refused to get a manager, told me I would have to deal with the customer service number directly. The only person who made an effort to correct the problem was Dan. He called several other locations and even offered to have a bed frame delivered from the local store.
That was not possible, because the local store did not have a frame. All in all, a horrible experience, less than helpful customer service (one person at the customer service dept. even hung up on me!) Don't buy from this company