ED Magedson – Founder
Rooms To Go707 NW Loop 410 San Antonio, Texas United States of America
On the evening of October 26, 2009 my wife and I went to Rooms to Go and purchased a sectional sofa set and entertainment center for a total of almost $4,000. The center console of the entertaiment center was out of stock until Jan. 2, 2010 or sooner. On October 30 the sofas and some pieces to the entertainment center were delivered. We decided to cancel the entertainment center because we found out it was made of pine and was very costly ($1,400) for such poor materials.
We were told the soonest they could pickup the entertainment center was Nov. 8 between 9 a.m. and 1 p.m. On the day of the pikup, the driver called my wife at 1 p.m. and said he was just getting into town and would be at our house around 2 p.m. My wife told him she had already missed her weekly physical therapy appointment and had another appointment at 2 p.m. that she couldn't miss. The driver called her at 3 p.m while she was at her appointment and said he was at our house? So the pickup never happened.
My wife called the store several times the next day and spoke to our salesperson and other employees, and each time she had to give them her name, phone number, and the details of the issue, but couldn't get anyone to call her back or a new pickup date. On Nov. 11, I called and it was the same thing, give me your name, phone number, and the details, but at point I was upset and insisted I wasn't giving information, and that I wanted to speak to the store manager. One person hung up on me and the second one wouldn't do anything unless I gave her all the information. I had to go to the store to get any "service", the store manager was at and after repeated requests the customer service office gave me a pickup date for Nov. 18. The people were arrogant, combative , and rude so I told them to just pick up everything we had bought. I saw Melva, our salesperson who was chatting with another employee, and told I had cancelled our entire order. She said "good" and as I was walking away I asked to have the store manager call me, she said something to her coworker and laughed out loud. Needless to say, Rich the store manager never called us.
The customer service people acted like it was done, the entire order was cancelled, but then we got a call on Friday Nov. 13 from their repair service to come on Saturday to repair the sofa. On Saturday we got a call from the national customer service dept. asking how we like shopping with them??? I told them the whole story, and it was the first time someone apologized to me. I finally spoke to a customer service manager, but he said the store would have to authorize the return of the furniture. But he would send an email to the store and district managers about our problems. I received a phone call from Rich, the store manager, but he never apologized, he only said he would not allow us to return the sofas because there isn't anything wrong with them, and that he would not refund the delivery charges on the entertainment center. He also said I had cursed at his people which is lie, and he implied he was retaliating against me and getting a lot of pleaseure by not taking the sofas back. He sarcastingly ended our phone call with a smug "Have a nice day", after he knew I was upset. I can see where the salespeople get their attitude if th store managers get away with treating customers like they are a nusiance and have no rights. This has been the worst buying experience ever, with the woest store ever. They also have deceptive practices, we were told that you only have 48 hours to return your furniture for a refund, if delivered it's minus the delivery fees. After 48 hours you only get half of what you paid. If you move, it voids the one year warranty. The one year warranty doesn't cover color fading, seams coming apart, etc.....etc. - pretty much everything is excluded. These exclusions and provisions are written on the back of the sales receipts in tiny print, in light gray letters that are barely visible. I have file complaints with the Better Business Bureau, the Texas Attorney General, and the local news TV station Channel 12. Warn everyone you know - don't buy anything from these "people" if you can call them that.
This report was posted on Ripoff Report on 11/16/2009 11:33 AM and is a permanent record located here: http://www.ripoffreport.com/r/Rooms-To-Go/San-Antonio-Texas-78216/Rooms-To-Go-Rooms-to-Go-San-antonio-Texas-San-Antonio-Texas-524332. 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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