Room Store Customer Service ripoff poor customer service Glendale Arizona

We have been long time customers of the Room Store with no problems until our last purchase of living room furnature. Some pieces ended up being defective. One of the peices was replaced in a reasonable amount of time. It was a bit inconveneint to have to be available for 2 visits 1 for inspection and 1 for delivery. The second piece that needed to be replaced at a later date was a nightmare. We were given a 2 week wait time before someone could come inspect the piece to see if it could be repaired, I explained to them the top came completely of the base and there was no way to repair it. But my word wasn't good enough. After it was inspected they said they would replace it but that took another 2 weeks.

Then they called to tell us the piece was in and that someone from delivery would call to set up a time I told them to call me at my work number and waited all day and got nothing I get home and there is a note on my door that an attempt was mande to deliver my piece. I checked my answering machine at home and there was the message, called them up to find out what was going on and they said there was no note in the computer and tryed to tell me I never told them that. By this time I am getting pretty heated, and wanted to talk to the manager, but was told he was gone for the day. I got his number and got his voice mail and left aq message. Got a call back 30 minutes later. I explained what happened, he said he was sorry but would set me up with another delivery date. I said I don't think so you screwed up I want it today like you were supposed to, he said it wasn't possible. I told him he needs to go back and review the conversation I had with the customer service rep about the note she was supposed to put in the computer, and found that they had indeed made a mistake.

But unfortunately there wasn't anyone there to deliver my piece and he didn't really seem to care how upset I was. But now I have to take more time out of my day to for another appointment. This time I gave the same instructions on where to call me and once again was not called so I called to check my answering machine at home this time and there was a message from the driver saying he was on his way to my house. I told him the situation that customer service is not doing their job they gave him the wrong number again. I had just been on the phone with customer service and they were telling me they just called him with the number and he said they hadn't. But while I was speaking to him they were calling him with the number, so now they had lied to me. I got the piece and discovered a couple of weeks later there was a crack in the top. I ended up going through the same hassle agian almost to the letter.

My wife and I are ready to pull our hair out,when we found out they tried to make another delivery without calling us. I called on Sunday during the hours they were opened, and told them we could not believe they screwed this up again. I wanted to set up another delivery and the customer service rep told me we would have to reselect because that item was no longer available. I asked what happened to the one they were supposed to deliver the day before and she said she didn't but kept repeating herself like a broken record.

My frustrations were not phasing her a bit. We ended up going to the store we bought the furniture from and talked to the assistant manager on duty, wee were told he was the top man in the store that day. But wwhen the problem seemed to big for him suddenly the store manager himself was there, like it was magic. Any way we told him what we had been going through and he was able to find the piece with no problem. He set up a delivery for the next day they were prompt, but the piece they deklivered was in worse shape than the one I had. I refused the delivery and called customer service and got the same person I seem to always get but everytime I get a different name. I once agin was told the piece was not available. I told her the store manager at the 59th Ave and bell store said there were 4 available. She tells me they are reserved for other customers and that she couldn't give me one of them, I said why not you did it to me. Anyway I got so angry I droppped an "F" bomb and hung up.

I called Cecil the store manager that helped me the day prior and he said he would see what he could do. I assked him to call me at work the next day and he said he would. I never got a call at work but came home to find a message on my answering machine from someone on behalf of Cecil, that they would order me another piece and customer service would call me when it came in. I din't mention it earlier in my report but the piece that came in that had the crack in the top they never called to tell me it was in after 3 weeks of waiting I called and found out it was in. So I of course don't expect anything different the next time.

Dale
Peoria, Arizona
U.S.A.

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