I am so upset tonight! I was looking for a customer service website, complaint board or hotline for assistance with my current order I placed at the Rockville, MD Room Store location.
In early December 2011, I received a letter from one of your finance companies, Okinus, telling me I had been pre-approved for a $700 credit on the purchase of additional furniture. I had previously purchased a bed from this same Room Store and having had a good experience, I took the credit in the store to purchase a dining room table and chairs set. On January 6, 2012, I went in the Rockville Store and made the purchase.
At the time, the sales representative, whose name was John Aroush, who was very helpful and accommodating, stated that the glass table top was on back order but would be in the next week. I worked with Enrique (I think that was his name) and he processed my pre-approval information and paperwork. He advised me that I would receive a call when the items came in to schedule delivery. I received a call a week later and the lady that I spoke with who was extremely rude, said the only day that had was Saturday, January 21st or Saturday, January 28th. She told me that the delivery department would call me to set up a time.
The week of January 21st, I received a call from the delivery department. The representative, whose name I believe was Alex, stated that my delivery time had been scheduled for Saturday, January 21st between 3:45pm 7:45pm. When Saturday came, I received a call from I think it was Alex again, who said that the delivery guys were running behind and that they would be at my home closer to 9:45pm that night. (I will state that I made arrangements to take off work to be home for this delivery on Saturday) He stated that I would receive a call from the driver when they were on their way. I waited by the phone and no call came.
Finally around 8:00pm, I received another call from Alex (I believe that was his name) who informed me that they would be delivering my set on the next day, which was Sunday. He said that I would receive a call from the driver first thing that morning around 8:00 am and I would have my set Sunday morning. I had to go to work that day at 2:00pm, but because the rep said they would come I didnt worry. Needless to say, they never came. I called the delivery office only to find out that they were actually closed on Sunday.
The Rockville store didnt even open until 12:00pm! So I waited until 12:00pm and called. When I called, I got a Hispanic sales representative who was completely non-empathetic and sounded like he wanted to just get me off the phone. When I asked about the cancellation policy, his response was more like go ahead and cancel, you need this not us. All I have to do is cancel it and its done. He didnt say that, but his attitude gave me a strong impression that this was his feelings.
I finally asked for the store manager, who I was told was named Sondra or either Sonya. She was much more helpful and seemed empathetic to what I had gone through. She offered her apologies and could understand my frustration. What made me even more frustrated was that when the manager and the sales rep at the store looked in there system, the delivery rep hadnt even made any notations of the final call, nor the arrangements that he had given me! So I felt like they thought I was making it all up or lying! The store manager said she understood and that she would contact the delivery office first thing Monday (January 23, 2012) and find out what was going on.
I told them I had re-arranged my work schedule to accommodate this delivery and I felt I wasted my time because no one called or communicated the truth about my delivery. She stated that she understood and that the delivery department would accommodate me because this was their fault. What I have a hard time understanding is why the store nor the delivery office do not have contact information for the drivers! I was told that the only way the delivery office or the store can contact the drivers is to email the drivers dispatch office or supervisor. Obviously this doesnt work because there was never a response from either of them! She stated that while she was off on Monday, she would have a representative from the store call me with my delivery status and information on Monday morning.
Monday morning came and no call. I called the delivery office first and spoke with Theresa. She stated that the delivery office was closed and I had reached a call center. She stated that she could send another email to the drivers dispatch and reschedule the delivery for Tuesday. I told the lady I couldnt change my schedule and that they would need to deliver after 6pm when I arrived home. She told me it would be no problem.
I then called the Customer Loyalty line and the lady representative there said that the driver would be face repercussions for what had happened and that it was unacceptable. She told me to contact the Customer Loyalty line once I had received the furniture and I would receive some sort of compensation for my inconvenience. She also stated that the delivery office would accommodate me with my delivery needs of being after 6pm. All this time, I had not yet received the follow-up call from the Rockville store that was promised to me by the store manager. Only after I called the Customer Loyalty line and the rep put me on hold to contact the store for more information, did I simultaneously receive a call from the store regarding my delivery. And that was because I was on the phone with the Customer Service Loyalty rep!
The store rep that called me had no information as to why my items where not delivered, where they were or even what time they would be delivered. All she could tell me is that she would send the delivery office and email and ask them to contact to schedule my delivery after 6pm.
Tuesday (today) came and I received a call around 10am from the delivery office. After stressing to all of the different reps that I dont get home until 6pm and I needed the delivery after 6pm, I get a call stating the delivery will be done between 2pm 6pm! Unbelievable! I immediately called back and told them AGAIN, I dont get home until 6pm and I needed the delivery after that time. The delivery rep said that she would send another email to the drivers dispatch with this information and I would receive a call with the new time shortly. All day passes, no call.
I finally call them back at 5:45pm tonight. I got Alex, who said he wasnt sure what happened on Saturday or Sunday and that after I had told the first delivery rep my schedule issue, they had pulled my merchandise off one truck and was put on a truck that was doing later deliveries. He stated I should receive a call within 5 minutes or so from the drivers dispatch because they were just finishing up a delivery and they would let me know what time they would arrive. Two hours pass, and no call.
I call the delivery office again at 5 mins to 8pm and they were closed. I called the store and got a rep named Mary who was very rude. She basically told me she couldnt help me and that since delivery was closed, she would leave the message with the store manager and see what they can do. She said that I was probably going to have to pick another date for delivery because they cant deliver after 6pm.
She was rude and obnoxious; she had no sympathy for anything. She cut you off when you were trying to talk to her and had a defensive attitude. She basically has no customer service skills, unless you count being argumentative with the customer. Even though this is obviously your companies error, she basically said that if I wanted to cancel, I could be she didnt see how they could accommodate my time request. And she basically said I should receive a callback from her between 12pm -2pm tomorrow because she needed to research what happened.
I have since contacted the finance company and even they are trying to contact the store to see where my furniture is. I feel like because I financed it through a secondary company, I am being treated like a second class citizen. There is no reason for this. Word of mouth is the worst kind of publicity and to treat a loyal customer who pays on time and never gives them a problem, like this is completely unacceptable. NO one can seem to tell me where my items are or when they will be delivered or what truck they are on or even have contact information for the drivers! Why is email the only method of communication? What kind of customer service is this?
When I asked about compensation for my inconvenience, they told me to call AFTER I received the items. At this rate, I will be making payments for merchandise I dont have and havent even used yet. Is this the message or kind of customer service you want your company to be known for? I am at the point of canceling my order and going through a different place. I have never had this happen. Even rent to own places treat you better!