On September 17, 2005, I purchased over $2,000 worth of bedroom furniture. My order was delivered on September 30, 2005 because it was already in stock. The dresser and mirrow was damaged and returned at delivery. The next day after trying out my new bed, I was not satisfied with it and decided to cancel my order. I had a 48 hour window as told by the store and I could return it without hassle. i reported it to customer service Saturday. By Monday morning, Oct. 3rd, my hassle begin after talking (in person and over the phone) with the Assistant Store Manger, Mr. Wright. At first it was no problem, he reminded me of the 10% restocking fee (which I thought was unfair but it was written)so I was ok with that. He said he would talk with the Store Manager when she comes in at l:00 and return my call by l:30. Well that didn't happen. I called the store again at 4:46 p.m. and asked Mr. Wright for an update re our conversation. To my surprise, everything had changed. He said he talked to two people (with no names) and said I could not return the furniture because it was not damaged. I told him there was nothing stated that it had to be damaged to return and I have a right as a customer to return merchandise if I am dissatisfied. He went on and on, even tried to tell me about diffeent comforters to fill the gap at the footboard, etc. I couldn't believe it! I asked for the Cooperate Office. He told me I would have to call back to customer service or go on the internet. I asked Mr. Wright by this time to not deliver the rest of the furniture. He then said he couldn't break up the set. I'm speaking of furniture that had not been delivered, you know. That was just how determined he was for me to keep the set and said they could not pick-up the bedroom set from my home. I called the customer service number and all they could do was request pick-up but the store would have to give consent. In one day alone, I made 10 phone calls about the same problem and they were between Mr. Wright, Customer Service, Alma and Vivian. Ms. Swinton would never return my call who is the Store Manager. That says a lot about the store. Instead she was passing messages through her associates as to what to tell me while they kept putting me on hold.
Vivian, at the store, wouldn't give me the Manager's first name to properly address correspondence. Vivian said just say "T." The communication skills at this store is very bad. They don't care nothing about the customer. They just outright told me they were not picking up the furniture. I told them I was trying to handle this on this level but need the Store Manager to call me back. She wouldn't.
I sought legal aid to help solve this problem because I was getting no-where. They had gotten so bad, they weren't even trying to be nice to me nor the main customer service office who was speaking on my behalf. "We are not picking up the furniture." Customer service referred me to the Customer Affairs line where you leave a message for a manager to call. Nothing came of that. They have yet to call and today is October 5th.
I had my attorney intercede for me and when she called the store, they treated her just like they treated me. A call from the Attorney's office meant nothing. They would not give her Ms. Swinton's first name either so the could properly address her, nor the store's attorney full name. Just "Bryan." It was mind boggling. The story is long but DON'T SHOP AT THE ROOM STORE. They give you unwritten policies and try to keep your money. Ignore the statement on their pamphlet that speaks of their valuable service to customers. THERE IS NONE!
I must credit the Sales Associate that helped me with the purchase though, Ms. Gunston. She was an excellent sales associate and her service was outstanding. I had planned to return for another purchase from her but after all of this, NEVER. It's too bad that she works with a company that gives sloppy service "after the sale."
The Room Store has hassled me for three days all because I wanted to return my bed, chester and nightstand. They finally cancelled the dresser and mirror but holding out on the rest of the furniture. There is no customer service at this store. The Manager does not care one way or the other.
Temple Hills, Maryland
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