Room Store of Arizona

I placed a special order with the Paradise Valley location of the Room Store on August 28th,2009 for a sofa and loveseat. I was told by the salesman Tommy Harp that even though the paperwork states it could take up to ten weeks to come in he has never seen it take more than four to six weeks. He called me right after Labor Day to inform me that they could not make the sofa pillows with the fabric I wanted, it had to be made the way it was shown with solid pillows. I then checked on the sofa at the beginning of October and was told it would be in the week of October 25th. Mind you I live in Las Vegas, Nevada and would be making a special trip to pick up the sofa. My husband scheduled his vacation around this. I received a call from Tommy Harp to tell me the solid color fabric I had chosen for the throw pillows was discontinued, this was approximately one week before Oct. 25, he informed me the sofa would still be in on time.I checked on it again and the counter people told me it was still scheduled to come in. I checked with Tommy before leaving Las Vegas and he informed me it would not be coming in. I was now getting upset. We had planned vacaton arround this. Thankfully, we could cancel the moving truck without penalty.What I found out upon arriving home from Joe Conti the manager of the store, as customer service will not deal with special orders, is that the sofa had not even gone into production until they got the approval for the new color on the throw pillows. Up until this point I had the option to cancel the order without penalty. If the Tommy Harp the salesman would have told me that the sofa had not gone into production, instead of telling me it was still coming in on time, I would have cancelled it.He was looking out for himself and not the customer. Now I am in infuriated.I called and asked to speak to the manager Joe Conti, he did not return my call within twenty four hours. I then proceeded to call corporate headquarters and asked for the president. He would not deal with the issue and had Joe Conti, the manager of the Paradise Valley store call me. He actually told me he did not call me the day before because he turned it over to Tomm Harp the salesman. Geez, do you think I would ask for the manager if I wanted to speak to the salesman. Joe Conti has now promised me he will have the sofa and loveseat in Phoenix and ready for me to pick up the Tuesday before Thanksgiving. I was flying into Phoenix, as I had someone willing to drive it back to Las Vegas for me. I cannot tell you how many times he promised me he would have it there for me. Well, I get on the plane, and after many phone calls to the Room Store they stil cannot tell me if it will be there or not. I decided to pay Mr. Conti a visit on Monday afternoon before Thanksgiving. I actually sat in his office and he sat on the phone and this compnay could still not tell me if it was coming or not. I called and spoke with Mr. Walters who is in charge of the Phoenix division of the Room Store (this was the second time I have spoken to him) he would not speak to me, he turned me back over to the assistant manager of the Paradise Vally Store(as he did the first time I contacted him) The assistant manager admitted it was not coming. I already knew that because I finally called Guildcraft of California myself, they informed me they had no truck scheduled for the Room Store that week. I cannot tell you how infuriated I am by now. I feel that the Room Store should have my furniture delivered to me in Las Vegas. They have offered to deliver it to Flagstaff, whooppee doo. That really helps me out. The least they can do is send it by freight. They have continously avoided me, lied to me, and not allowed me the chance to cancel when I had the opportunity. I cannot tell you how many long distance phone calls and time I have spent dealing with this issue and people who have not truly wanted to step up to the plate.

The icing on the cake is today I received a call from some counter person to tell me the furnture is in and would I like it delivered. Hello, do you know where I live??? When I returned the call I asked them to find out the dimensions and weight of the furniture for freight charges. That was more than four hours ago. I somehow doubt I will here anything today and tomorrow is Mr. Conti's day off. The saga just continues.

I would not buy anything from them, much less a special order. This is sad because I have dealt with them and had great experiences when I lived in Phoenix.