• Report: #984874

Complaint Review: Rooms To Go - Newnan, Georgia

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  • Submitted: Thu, December 20, 2012
  • Updated: Tue, January 15, 2013

  • Reported By: Stacy — Newnan Georgia United States of America
Rooms To Go - Newnan, Georgia
345 Newnan Crossing Bypass Newnan, Ga 30263 Newnan, Georgia United States of America

Rooms To Go - Newnan, Georgia Rooms To Go HORRIBLE Customer Service Newnan, Georgia

*Author of original report: Rooms To Go still "investigating"

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To start off with we had a scheduled delivery for last Thursday December 13th with the four hour window of 3pm-7pm.  At 6:50pm when we had not heard from Rooms To Go about when our delviery would be there, we called the 800# but of course customer service closed at 6pm.  We then call the store that we purchased our furniture from and they looked up our delivery and informed us that we were the last stop that the driver had a few other deliveries to do yet and it could be 10pm before we had our delivery. 

We received a call from customer service around 8:15pm and was told it would be between 1 and 1 hours until our delivery.  We then asked if we could just have the delivery tomorrow (Friday) and he was told NO that we had to reschedule 48 hours in advance!  That is the most ridiculous thing, seeing how it is not our fault that our delivery is over 3 hours late.  I completely understand rules and policies but under the circumstances I would think that WE the paying customer would have been treated with respect and someone could have changed our delivery to a more suitable time.

When the drivers finally arrived at 9:38PM, my boyfriend went outside to show them where our apartment was located.  One driver came in with one of the headboards and then another one.  I at that time stepped outside and there was a second delivery guy unwrapping the beds from the plastic wrap.  When he turned around his entire butt was out of his pants! He was wearing green shorts under his blue uniform pants and you could see his whole butt!  I have a picture of this to prove how low the uniform standards are for Rooms To Go.  

The delivery guy that had brought the headboards, etc, in was the only one that was putting this bed together,  Saggy pants never came in to help, never saw him again.  So the one that was putting the bed together, had NO idea how to put this bed together so my boyfriend had to help him get it together, I also have a picture of this.  We pay for the delivery and set up of the furniture, yet have to set it up our self.

One of the side boards is busted from the guy putting the screw in too far or too tight either way it is busted. It is a full over full bunk bed and only 3 of the slats came with the delivery so we still do not have all of our furniture. 

Customer service guy called around 10:30pm to ask about our delivery.  I informed him that the guys were still there but part of our delivery was missing.  His response "you will have to call customer service in the morning" I then asked him why he called to ask about it and then not care what I had to say about it he responded with "I have noted it for when you call" and then he hung up I assume or the call was dropped. 

As that call ended my phone rang with a Lakeland, Florida number and this was a lady from Rooms To Go. I proceed to tell her what all is going on and that we are missing items, etc.  she tells me that the slats were not listed as not being on the truck.  This pretty much ticked me off and I said  "obviously they are not on the truck or they would be here at my house and I would not be telling you they are missing, don't say something so stupid".  She then tells me not to call her stupid and I told her "I did not call you stupid, I said do not say something so stupid".  

She said a few things, I do not remember what but she did say that I needed to not rant and rave with her.  That really pissed me off so I went on to tell her that it was 10:35 at night, this was a Rooms To Go Kids delivery, my son has school in the morning, he is asleep on the couch, our delivery is 3 hours late, we are missing parts to the bed and one of the rails is busted and you want me to stop ranting and raving about the most ridiculous thing I have gone through and all she can say is "I apologize there is nothing I can do"!  Really, there is nothing you can do for the horrible experience we have encountered with Rooms To Go, there is nothing you can do?  I even had to put the delivery driver on the phone for him to tell this lady (Gail) that we were missing parts to the bed because she kept insisting that we were not missing anything that it was not listed as being on the delivery.

I went to the Newnan store on Saturday and spoke with the manager, Mark Hicks.  He was very pleasant to deal with but was limited to what he could do to correct this situation.  He did credit back to our account the $69.99 for delivery & set up charge.  He also offered to see if he had any slats in the store that we could take with us at that time.  We told him that really it would not do any good to get the slats because the bed can't be used until the new side rail has been delivered.  The rail busted is on

the bottom bed and we do not feel that it would be safe to put the slats on the top bed for my son to sleep on with the side rail on the bottom bed busted at one of the main screws.  Neither myself or my boyfriend can take off work another day for a delivery that could or could not be on time or even in a reasonable time, so we will not have the new side rail until Saturday December 22nd.  At that time they will also deliver the slats as well.

We were contacted on Saturday by a customer service rep., Rachel and that was a waste of time and another "can't do anything" call.  When she mentioned that we were credited back for the delivery charge, I told her that was still not acceptable for all that we have gone through and how we were treated.  I then told her that we were on the verge of just returning the beds and her response " ok, I will call the store and have that pick up arranged". 

I was dumbfounded that was her response, I asked her "with everything that has gone on and with how we have been treated, that's it, that is all you can do".  I also asked Rachel if she had read my email to know what all had happened to us, she said yes, but with how she was acting, I am not so sure she did. I was out Christmas shopping and when I walked out of the store, my call was dropped.  I tried to call back the number that she called from but it was a recording that customer service was closed, so I did not get to finish the conversation with her.

I called the Mark back at the Newnan store, he was in a meeting but he called me back .  I missed his call but he left a voice mail stating that Rachel had called him to inform him that the delivery charge being credited back was not acceptable to us and that we should be receiving a call or being contacted from someone else from corporate either Monday or Tuesday.

Here it is Thursday a week after our delivery of un-usable beds and we still have no resolution!  We are stuck with one broken bed and one bed that has no slats to even put the mattress on.  We purchased the full over full bunk bed, spent over $1200.00 on this furniture that is now useless!  And of course we have not been contacted by anyone else to let us know about when or if we will receive the missing pieces and replacement bed rail. 

Very unhappy and dissatisfied customer,


This report was posted on Ripoff Report on 12/20/2012 09:05 AM and is a permanent record located here: http://www.ripoffreport.com/r/Rooms-To-Go-Newnan-Georgia/Newnan-Georgia-30263/Rooms-To-Go-Newnan-Georgia-Rooms-To-Go-HORRIBLE-Customer-Service-Newnan-Georgia-984874. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Author of original report

Rooms To Go still "investigating"

AUTHOR: Stacy - (USA)

On Saturday December 22, 2012 we had the delivery of the replacement rail but the missing slats were not with that delivery. I was pissed as anyone would be at this point. I called customer service and was told they could place another delivery for them. I told her that would not work that I wanted the slats to the bed and I wanted them today, I had waited going on two weeks for the use of this bed. She (customer service rep) told me not get "ill" with her!  I told her to put her supervisor on the phone that I was done talking to her. She responded with " I will see if one is available" and I told her that there would be one available and a supervisor was to be put on the phone.

After speaking with the supervisor, which was very nice and nothing like the other supervisors and customer service reps. I had spoken to. I quickly explained the entire situation to her and told her that I was just going to call the store where we made our purchase at and they could give me the missing slats if they had to take them off of the display bed, I was going to have the slats today.

I called the store and once again explained the situation about how the slats were missing, etc, etc,etc and that I would be there to pick up the slats. The manager was fine with that, so I get to the store and they give me the slats. When I looked at them I noticed they looked nothing like the ones that came with the 1st delivery for one of the beds. When I asked about the screw holes and told them they did not look like the other ones the manager responded with "slats are slats". I just walked out before I caused a scene in the store.  After getting home and putting the slats on the bed, it was as I thought they were not the correct slats, they were nearly an inch too short and there were no screw holes in them.

I called the store back once again and beyond pissed this time. I told the manager to just take the ones off the display bed so I would know they are the right ones. When I get to the store that day for the 2nd time, I held the ones they gave me up to the ones off the display bed and showed them the difference. Their response "it is not even an inch shorter" as my eyes got huge with rage, I asked them if they were serious, that "not even an inch" could cause the bed to fall on my kids. Then the manager of RTG kids came over and asked what all had happened so I proceed to tell her the whole store from purchase to that day and she said "honey, why didn't you call us".  I almost did not know what to say but I told her "call you, I have done everything but come up here and give a blood sample to prove who I am". I just shook my head and walked out of the store.

I have still not received the credit for delivery back on our account but of course when I called the "wonderful" customer service they just told me it had already been processed. So, not only did I file the complaint on here but I have now filed one with the BBB.

DO NOT buy from Rooms To Go, if you are think you will not have any issues, read all their complaints on www.bbb.org and you will change your mind.
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