Rooms To GO

Rooms To Go, Greer South Carolina

April 29, 2006

To Whom It May Concern:

On March 16, 2006 I walked into Rooms To Go with a mission to buy furniture that would be in my new apartment for the upcoming weekend. We had company coming over and we did not want them to sit on the ground. The salesman we dealt with, Bradley Bunche, seemed nice. However, with almost every furniture set my girlfriend and I liked he informed us that it could not be delivered in time for the weekend. We understood, so we choose to compromise and select a furniture set that was nice, but not one of our initial selections. We signed the paper work, and made sure the salesman knew that we needed the furniture Saturday morning, and although he said he could make no guarantees on what specific time of day it was to arrive, he ensure it would arrive Saturday.

Saturday morning I heard the phone ringing, but I could not get to it in time. It was the dispatcher, I assume, and she left a message that the furniture truck was at the gate but did not have the code to get in. I immediately called her back at 1-800 number (the only number left which was from my call tracing as she left no number for us to call her back with) and was put through about 15 minutes of automated service. By the time I reached a real person, I was informed that furniture truck could not get in the gate so it took off. They told us we could possibly get our furniture next week. We were upset, obviously, because one of the main reasons we bought the furniture was to have it that weekend. The company arrived shortly afterwards, and had no place to sit and relax while we embarked on our calling ordeal.

I was upset, so I thought it better idea to let my girlfriend call and found out if there was anyway we could get the furniture Saturday or possibly Sunday morning. However, after she was transferred about 10 times and told about 4 different stories she also began to become upset. Too make an already long story short, we spent all day calling Rooms-To-Go trying to get a resolution to our problem to no avail as our company sat patiently on the floor.

Sunday morning we finally got in touch with somebody that says they may be able to take the furniture over. However, once he arrives with the furniture we are informed that we have carry the furniture up ourselves as he guides us and instructs us on the proper way to lift furniture. My company was now becoming experts in furniture lifting. After the quite large, and heavy I might add, pieces of furniture are brought up the stairs into our second floor apartment, the driver takes it upon himself to leave a nasty blue blanket/furniture cover with us. We were needless to say very thankful for the extra piece of trash. Pardon the sarcasm, but it really is the only way for me to cope with ridiculous nature of the predicament in which Rooms-To-Go placed us in.

We had our furniture Sunday, and despite all the complications we were happy and our company got to spend a couple hours on the new furniture before they left town. My girlfriend emailed Rooms-To-Go and they agreed to wave the delivery charge since we had to move the furniture into the apartment ourselves. Now the table pieces were set to arrive the following week.

The table pieces did arrive in time, but without screws and with a bent piece. Once again the calling ordeal started. My girlfriend called and let the Rooms-To-Go agent know our situation and they agreed to mail us our parts. About a week later a package of screws arrive, but not the replacement for the bent piece. Once again we called you and explained the situation, in which the agent ensured that we would receive the replacement piece soon. We have yet to receive a replacement piece.

Today I called the 1-800 looking for a closure and resolution. Nobody can do anything immediately, Cony and his supervisor Samantha from the 1-800 number could only recommend I despute the charges. However, I was informed that the dispute letter will take approximately 7-10 days to arrive here, and then the process takes 30-90 more days of our time. We are tired of having to constantly deal and think about your lack of fulfilling your promises. We have been given so many contradictory explanations by agents, managers, and administrators that we just want Rooms-To-Go to do something immediately showing that they actually care about their customers. I work in the tourism industry and understand the value of customer service and I am completely appalled by the way you treat your customers. If anything can be done to prove that you actually do care about your customers we would be grateful, but neither I nor my girlfriend will ever forget this ongoing tumultuous Rooms-To-Go experience.

Sincerely,

Reginald Worth