Complaint Review: Rooms To Go North Carolina - Dunn North Carolina

If you are EVEN THINKING about buying something from Rooms To Go PLEASE read this message in its entirety! If I did not have a son with Autism I would NOT wait for this bed but would instead get my money back and go ANYWHERE else to buy a bed!!

My original Post (which, I can’t seem to find) and it looks like “Rooms To Go” Just deleted EVERY post probably because EVERY post was about their HORRIBLE customer service!!!! I promised you (Rooms To Go) that I would “Yell it from the highest mountain” until I received my order, which I have PAID IN FULL and still have NOT received. I will start by re-posting my original post and then I will follow up with the messages from their POOR EXCUSE of a customer service. You see, we (the customers) post how unhappy we are on their FaceBook Page, then the post on that post a Happy Little Message saying “How sorry they are that we have had a problem, please send us a message to [email protected] and we will be happy to help you”. Well, I did and below you will see that JUST LIKE their HORRIBLE phone customer service, they DO NOTHING to FIX THEIR MISTAKES!!!!

And Rooms to go Facebook Page Monitors…. You can erase this message too, I am copying it and I will just keep re-posting it here, and there and EVERYWHERE, including the Better Business Bureau, WRAL, Community Pages…

ORIGINAL MESSAGE FROM ME: First Posted on RTG FB Page, Then copied and sent to their “Customer Service email”

I am so disappointed in Rooms To Go, especially after talking to another disgruntled customer who almost has the same issues with your company. she got her bed, the NEXT day because as she said "She cursed up a blue streak,

and told them they better cancel whoever they were thinking of sending her bed to" Well, I did not curse but maybe I should have because, it seems, they ARE ABLE to resend out a bed after it is not delivered.. I was told by

Anna that that would NEVER happen. furthermore when I asked, politely but sternly (and in tears) to talk to her supervisor, I was told that she, Anna, was the Top of the line..

My delivery (that I had already waited over a month for), was supposed to be delivered on Tuesday March 13th, they called me on Sunday and told me that my delivery would be between 7am and 1pm.

I took the day off, I teach dance and my days of teaching are limited but when I do work I make $200 a day, I took the loss to make sure I was there to have the bed delivered.

At about 12pm, I received a call that the delivery would be delayed until between 1pm and 5pm, I told the dispatcher that I had to go to work at 5pm (I also teach at night running a dance for youth and adults with special needs, I could not just NOT show up) could they please make sure that it arrived before 5pm, he put me on hold and then came back and told me that would be fine and that would call just before delivery.

At 3:30pm I called because I had not heard anything, at that time they told me that the driver had 3 more stops before me.. I was distraught because I could see that they were not going to make it before I had to leave.

I have a son with Autism, the bed is for, and his Aid agreed to stay at the house and wait for the delivery. She was there from 6pm - 10pm, no one came,

no one knocked on the door, no delivery! My husband was at the house from 5 - 6pm so there was no window of "No One Home"

When I called the next morning I was told that they could do nothing for me that the bed and dressers would get put back into inventory and it would be next week at least (nothing about April at this point) before I would get the shipment, I was distraught as this throws people with Autism completely into a melt down because a schedule is changed. The lady, Rose, said she would try to get together with a supervisor to get it worked out and would call me back. Rose DID call me back, Later that morning (yesterday) I got a message from Rose telling that she could do nothing that my Bed and Dressers were now on backorder and it would not be until April that I would get my Bed and Dressers.

I then called back and asked to talk directly to a supervisor. The person I called into said she could not send me to a supervisor unless she knew what was happening.. I was not happy about repeating my story AGAIN knowing that this person would not be able to help.. BUT I DID!!! Mistake, because she rather rudely told me that because I had not been at the house for delivery that it was going to be given to the next person on the list and that I would just have to wait. or I could pick out another bed, or get my money back????? REALLY??? She completely ignored me telling her that even though they DID NOT come during the window, that even though I was not there that I had someone there to receive the Bed and Dressers.

I then insisted on talking to a supervisor and was told "fine, but they would just tell me the same thing". At that point I was in tears and REALLY should have been just as rude and nasty but I was not raised that way. I was then routed to Anna, the "Supervisor" who said that the other person had told me what I needed to know and that I could order another bed or get my money back. REALLY??? I explained that our delivery window had come and gone and they driver had never showed up, that is when Anna told me that the delivery window is between 7am and 10pm and if I was not there when it was delivered that I would have to "get back in line, just like everyone else". REALLY?? Anna told me that the drivers had shown up at my house at 8pm and that no one was there??? REALLY??? I have a Government Aid who will testify that she WAS there! Besides the point that I was told, SEVERAL times that I would get a call just prior to delivery and NO ONE CALLED!!!!

Anna also told me that the 7am to 10pm delivery window is in the information I was given. REALLY. WHERE??? I will be happy to fax a copy of the paperwork given to me, it's not there, I was not told that when I was called on

Tuesday and furthermore, I just HAPPENED to ask someone to be there JUST IN CASE so your company is lying somewhere.

I just want the bed and dressers I ordered delivered, Tomorrow.. when I asked how the bed and dressers disappeared so fast I was told that is just the way it is..

My phone number is 919-274-4400

Bad publicity doesn't seem to matter to your company, I WILL go to the local news station, They love stories that have kids with special needs disappointed, I WILL go the BBB and I WILL talk long and loud until, it seems, April when your company FINALLY delivers, if they do!

If you CAN get this furniture to me I will also be AS ACTIVE telling social media that you made it right, when YOU were wrong!

At this point I also think removing delivery charges are in order, as this whole situation has been heartbreaking for a Mom answering to a child with

Autism why his bed was not delivered.

Debbie

Rooms To Go: First message

Dear Debbie,

Thank you for contacting Rooms To Go with your concerns. We would like to take this time and apologize for the inconvenience that we have caused. You are a valued customer and your satisfaction is very important to us. We are currently getting with our warehouse managers and product specialists to see if there would be any possible way to get your sons bed out to you before 4/12. Once we hear back from them, we will contact you with an update.

Regards,

Joseph

Rooms to go: Last Message

Dear Debra;

Thank you for contacting us back. I sincerely hope this email finds you well. Please be advised that we have heard from the warehouse managers, unfortunately we are unable to get the pieces out to you any sooner than 4/12. We understand this is no fault of yours and again, we do sincerely apologize. In this situation you do have the option to reselect to another set of equal value; or greater if you wish to pay the difference. You may also opt to wait for the merchandise to arrive from the manufacture. We do appreciate your patience during this process and it is our hope that we are able to better serve your furniture needs in the future.

Regards,

Millie