Rooms to Go, Madison, TN (metro Nashville area) - furniture delivered with missing item, damaged chair ottoman - several poor service experiences resulted

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RE: Rooms to Go, Madison, TN (metro Nashville area) - furniture delivered with missing item, damaged chair ottoman - several poor service experiences resulted

Madison, TN (Metro Nashville area)

My husband & I purchased a living room suite from Rooms To Go on 9/7/03. Our furniture was delivered on 10/01/03. Rooms To Go delivered a sofa, chair, and ottoman. Somehow they "forgot" to add the armoire back onto our order. Although we were told we would receive a phone call 2 days prior to delivery, the delivery driver arrived at our home unannounced at 11:00 AM, luckily our son was home to receive the furniture. Upon close inspection of the furniture, we discovered the chair & ottoman was damaged and had very shoddy workmanship. I called Rooms To Go on 10/03/03 to find out where our armoire was and what they planned to do about our damaged furniture. After a very long conversation with the toll free customer service line and with one of the Rivergate TN location store managers, Jeff Walkup, we decided to forget about the armoire, Jeff advised a service tech would come out and inspect our damaged furniture. Ten days LATER (10/11/03) the service tech arrived. Punched in some information into his Palm Pilot and left, telling us "someone would be in touch". I made several calls to 1-800-ROOMS-TO-GO without getting any information. On 10/17/03 I took photos of the damaged furniture to Rooms To Go - Rivergate TN and spoke direct with the General Manager (Glen). Glen offered to "let" me pick out a different suite, I opted for a replacement of the exact style and color.

Glen personally sent an email to the Atlanta warehouse asking them to CAREFULLY inspect the replacement furniture Prior to delivery to my home. Glen told me the replacement furniture would be sent on 10/24/03.

Once again, no pre-call notifying us on the delivery time or date. Once again, my son was home to accept the delivery. When the driver "attempted" to unload the new ottoman - it buckled in his arms. The frame was busted. The chair had two broken legs. After being contacted by my son about the condition of the replacement furniture, I immediately contacted Room To Go (Rivergate) and spoke with Glen. He offered to pick up the furniture at "my convenience" and would issue a credit to the finance company that day (our first payment was due 11/7/03) ; which I could pick up at the store later in the evening! I explained to him that my husband worked out of town and it may take us a new weeks to find more furniture. Glen OVERLY assured us to "take our time".... "get what we really wanted"...etc.... On 10/27/03 I faxed a copy of the credit to the finance company and followed up with a phone call only to find out the credit means NOTHING without a PICK UP NUMBER issued at the time the furniture is actually picked up. The furniture would HAVE to be picked up or payment would still be due! I called 1-800-ROOMSTO-GO again and scheduled a pick up for 10/31/03. I took the entire day off work... no one ever showed up at my home! I spoke with Glen again on 11/03/03. We arranged for the pick up on Saturday 11/15/03. I advised Glen I had to have a MORNING pick up because we had plans for later in the day. He stated he couldn't promise anything but would do the best he could. He advised I would receive a call 2 days prior to pick up. Of course, no phone call came from them so today I called 1-800-ROOMSTO-GO to find out the scheduled time.... of course They have us set up between 1 PM and 5 PM. Rooms-To-Go has, by far, the WORST customer service I have EVER seen. I'm too the point I don't know if I should set their furniture outside, forego our plans for Saturday afternoon, or try to reschedule AGAIN. I plan to tell EVERYONE I know about the true experience of being a Rooms To Get AWAY from customer!