Rooms to go Texas / Delivery, customer service, and stockroom problems

Rooms to go Texas / Delivery, customer service, and stockroom problems

Rooms to Go, Austin, Texas.

Right after Christmas, My wife and I went to Rooms to Go to buy our kids a set of bunk beds. We had a 5 PM to 9 PM delivery time scheduled for January 17th. The driver calls my wife at 1 PM and says that they can come deliver the bed early. My wife, who had worked the night before and was working that night, said that she would prefer they come at 5 when they were scheduled to arrive. An hour or so later, they call again to see if they can deliver it then. Again, she says no. I get home at exactly 5 that night and the guys are there unloading the beds. Both of the guys seem to be in a bad mood. When I say something to one of them, he snaps at me about wishing they could have come earlier because they have a job on the other side of town before they get off. As I can tell, this is not my problem. I go upstairs and the other guy is tearing boxes open, apparently getting ready to start putting it together. He tells me, "Bad news, guy. We are missing the hardware we need." I ask him what needs to be done and he said that he would order the parts, they will send them to the house and we can schedule a technician to come put it together. I have my wife call Rooms to Go the next day to see if the hardware was ordered, it wasn't, so she ordered it. It arrived the next day and rather than calling a tech to set it up, I decided to do it myself. I unload the first bed and put it together. I put the second one together and put it on the first one. So far, I am using the hardware that I already had, not the new stuff that was sent. The ladder also appears to be fine and I get that together. The only things that are left are the railings, which are missing their hardware and the new hardware that arrived that day wasn't what we needed. At this point a suspicion that I had when they originally delivered the furniture became clearer. These guys had 4 hours of sitting around to get more and more angry at us and/or their situation. I think they chunked the hardware somewhere before they came over. Why else would this clown be tearing through the boxes to find the hardware was missing for the railing? That would be absolutely the last thing they would be looking for. I called Rooms to Go the next day and relayed my theory to them and requested new hardware, describing exactly what we needed. The customer service person said that it is unlikely that the guys ditched the hardware, stuff like that doesn't happen. So she orders the new hardware for me. It arrives 4 or 5 days later (no overnight this time), and is the same wrong hardware. I call back. The guy I talk to says he understands what I need and reorders. I wait another 5 days and it never shows up. I call back and happen to get the same guy again. He remembers me and looks up my account. He tells me that they cancelled the order, saying that I already have all the hardware I need and just need a technician to come set it up. I am irate at this point and tell him to schedule a technician, but if he shows up and can't put the bed together because he doesn't have the right hardware, he better have a big enough truck to haul the piece of crap away because I am tired of dealing with this. I also resented pretty much being called an idiot that can't put a simple bed together. I am still mad the next day and call again. I talk to another guy who says that now my service date with the technician has been cancelled. He said that they realized that I probably have the wrong hardware and they overnighted the correct hardware to me that afternoon. I was out of town for the next couple days, so my wife had to take over for me. When the package arrived, I had her look at it to see what it was. It was wrong again! She called and told them and they scheduled a technician to come check it out. A couple days later, the technician comes right before I am leaving for work. I put all the hardware on the dresser for him to peruse. He comes to the conclusion that they sent me the wrong hardware. He said he would call them to straighten it out. I also decided I would call them too. I talk to the first person that sincerely apologizes and agrees that this is not a great way to treat a customer. He gets my phone number and promises to call me back. He actually calls back and says that he has talked to the technician, the stockroom, and his manager. They come to the conclusion that they have some wrong part numbers or something. To fix the situation they send a technician out a couple days later with a whole new set of railings. Finally the bed is together. In conclusion, I will never, ever go back to Rooms to Go. Their customer service is as bad as I have ever seen. The fact that I have 5 or 6 bags of hardware shows me that there are serious problems with the order & supply systems. Also, in the three weeks that I dealt with this, I didn't have one call from a supervisor trying to fix the situation. It was just a very disappointing situation.

Tim M Click this link to e-mail the above consumer: Email User Consumer