Room Store Furniture Worst Customer Service ever, poor delivery, busted furniture, damaged home Glen Burnie Maryland

This has been the absolute worst experience I've had with any store ever. I ordered a bedroom set and dinette from the Room Store in Glen Burnie to be delivered on 24 November 06. The delivery time I was given was between 8am and 12pm. At 1pm when the furniture had not arrived and no one had called I called the customer service number. I was transfered to the delivery department and was cutoff. I called back and managed to get through to the delivery department and was that the dispatcher would check on the location of the truck with my furniture and call me back in 5 minutes.

At 1:30, when no one had called back, I called again and then was told my order was too big (excuse me - aren't you a furniture store?) and had to be moved to another truck. That truck would deliver the furniture between 3pm and 7pm. No one had called me back first of all and when this was done no one called to let me know the change in time and I complained and was told to contact the store.

I called the store and asked for the manager and was told he was on vacation, I asked to speak to the acting manager and was told she could not help me but if I called back Saturday that I could speak to the store manager. I was ticked, but I ended the call and waited for my furniture. At 6:30, again, no one had called and at this point I figured that furniture wasn't coming. I called the 1-800 number again - and was told that when I called earlier I was told the delivery time would be between 4 and 8 and I said 'oh no, I was told 3 and 7' and the agent told me 'well, it's going to be closer to 8'. At this point my whole day and now my whole evening was ruined.

I called the store again to complain and all of sudden the store's manager was "back" from vacation and offered me a $100 gift certificate for my inconvenience and assured me that my furniture would be delivered this evening, but I needed to "give consideration" for the fact that it was black Friday and that all their deliveries were running a little late. A little late to me for an 8am to 12pm window would be 1pm or 2pm - not 8pm, besides the fact that no one contacted me to notify me of the change.

So after I got off the phone with him my furniture arrived at 9pm that evening. Parts were missing, the delivery people dented the siding in my house and the chest of drawers that goes to the bedroom set had 2 holes in the back that were as big as my fist. I have never been so angry and dissatisified with a company.

What really fires me up is that if you refuse the furniture or cancel delivery you get "charged" a 10% restocking fee. Yet - what do I get when the delivery was 9 hours late - during which time I was not contacted once and the furniture arrives damaged. Where is my compensation??

I looked at their website for a corporate address and the address isn't listed - how convenient. That just goes to show that they don't care about their customers at all. I told the manager that I am a reasonable person and all they had to do all along was call and let me know the delivery would be late. I made 7 phone calls to the 1-800 number and to the store to find out the status of my order. Not once did anyone from the store contact me. He said he was sending me a $100 gift certificate - as if I'd buy anything at that store again anyway.

That is the worst customer service I have ever been on the receiving end of. I am sorry I bought furniture from this store and I can guarantee that I will never purchase furniture from this store again nor will any of my family or friends. Let the buyer beware...

Oh, and one final note, this really got me - the delivery driver told me that they were making another delivery after mine in Chester, MD - which is over an hour away from my home. They left my home at 10:30pm. That is just wrong...

Merry
Baltimore, Maryland
U.S.A.

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