Rooms To Go

Do not expect speedy or efficient service from Rooms To Go. Do not believe their customor satisfaction policy or their claims about being able to give you your product quickly. I have just asked for a refund and that they pick up my furniture.

I had to take a day off of work to be home for the furniture delivery because they can't tell you until the day before your delivery what 4-hour time frame they'll use to deliver the furniture. When we received our table and chairs on May 2 (at the end of the 4-hour time frame), there was no hardware to put the table together. I had to call their 800 number. When my husband returned home that evening, we found a three-inch scratch on the tabletop. I called the 800 number again. I had to arrange yet another day off from work to get delivery of a new tabletop. The hardware arrived two days after May 2.

On May 10 they delivered my new tabletop (once again at the end of the 4-hour time frame) but the hardware that had been mailed to us was the wrong hardware. Once again they couldn't put the table together. I called again and was told they would overnight the hardware to us. On May 15, I called to say we had not received our hardware, only to learn that they didn't have the hardware in their parts department and that their parts department recommended that they deliver a new table. I realized I'd have to take yet a third day off from work to get a May 23 delivery.

I'm tired of having an unassembled table in my breakfast room. I've called to ask for a refund and that they pick up the table--they say they can't do it until May 23.

Throughout this comedy of errors, their customer service people have been pleasant. However, they have no power to actually ensure customer satisfaction. They can't fix their errors in a speedy fashion; they can't go outside of a narrowly defined approach to address their errors. They are a bureaucratic organization that makes the government bureaucracy look pretty good in comparison!

Sharon Cannon